Corporate Overview

President and CEO: Rob McDougall
Founded: 2000

Upstream Works provides products and services for corporate and enterprise contact centers. We help companies in these ways:

• We enable premium service that results in a better customer experience, reduced customer churn/increased lifetime customer value while lowering operational costs. We do this with analytics and agent tools that improve the effectiveness and efficiency of the agent and contact center processes.
• We provide contact center integration software and services that solve critical but “tough” problems that are causing ongoing headaches for real world contact centers – with the quickest deployment in the industry.

Our Business Interaction Manager gives the ability to identify problem areas, improve agent performance, and reduce repeat calls. Business Interaction Manager measures First Contact Resolution, Customer Experience and Satisfaction, and Agent Effectiveness. Analysis of these factors and their effects allow management to systematically drill down and determine the root causes that affect these key performance indicators.

Our agent desktop solutions provide customer call information, automation, tools, and ready access to knowledge to assist agents in resolving a customer issue in a single call while improving productivity.

CMAS, our contact center server, handles the difficult problems of contact center integration. Coupling CMAS with our services allows us to take on the hard problems and overcome them in a fraction of the time generally quoted in the industry.  With a historical duration from Purchase Order to Production under 11 weeks, all being delivered on time and on budget, we can confidently demonstrate, “We do what we say”.