Upstream Works provides solutions based on our contact center automation and customer analytics technologies. Our offerings are based on the philosophy that customer care directly affects the bottom line.

Agent Desktop Automation

Upstream Works’ family of desktop solutions automates multiapplication agent desktops and workflows based on the customer’s prior experiences and current needs.

Analytics

Our Contact Sentry technology captures what the customer experiences and does, automatically, as it happens. UpTake analytic and performance management family includes tools for everyone from agents and supervisors, to analysts and executives.

Call Center Automation

As call centers evolve over time and through acquisitions, incompatible technology from multiple vendors makes it increasingly difficult to add advanced functionality. Upstream Works can bring the advanced functions of a technology refresh to your current environment.

Contact Center Email/Chat

Upstream Works’ email and chat solutions are designed for real world call centers. Full blending with desktop automation combines with a rich set of agent tools and analytics so CSRs resolve these interactions efficiently.

First Call Resolution

Upstream Works’ First Call Resolution solutions automatically capture whether the customer actually calls back for the same issue. These solutions are based on our revolutionary Contact Sentry technology to track every contact, and measure FCR in real time.

Multisite Contact Center

Upstream Works can make multiple sites act as one for customer care, even if the sites employ different vendor or hosted technology. We maintain the customer contact as a single entity for automation and analytics, regardless of transfers.

Performance Management

Our Performance Management solutions add the dimensions of call reason and FCR, so your agents can be coached and trained on how they resolve specific types of calls.

Specialized Solutions

Our adaptable technology has been used by our customers for a wide range of specialized solutions. Contact us to discuss your solution requirements.