At Upstream Works, we believe that the most efficient way of providing customer care is the best one - by providing service that resolves the customer’s concern on the first contact.

Intelligence

Our revolutionary Contact Sentry technology tracks the customer journey, providing true measurement of First Call Resolution based on what the customer actually does.

Agent Desktop

We use this information to guide the agent and automate your real world, multi application agent desktops.  Your agents resolve more issues, faster.

Unify

Even if your enterprise stretches over many locations, we give you a unified view for automation, performance management, and for analytics of the customer and the contact center. You see how calls affect the business and business affects the calls.