Solutions

Upstream Works Software provides business interaction management technology to allow businesses to track and manage customer interactions across any channel. Our offerings are based on the philosophy that customer care directly affects the bottom line.

Agent Desktop

Upstream Works’ agent desktop solutions automate 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. Business Interaction Manager includes tools for everyone from agents and supervisors, to analysts and executives.

Business Interaction Management

We provide the overall context for every interaction – the much sought after big picture that allows you to make the center more efficient operationally, and more effective as an engine of corporate revenue growth and customer retention.

Contact Center Automation

As contact 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 contact centers. Full blending with desktop automation combines with a rich set of agent tools and analytics so CSRs resolve these interactions efficiently.

First Contact Resolution

Upstream Works’ First Contact 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.