Technology

During Upstream Works’ history, we have built up a rich technology portfolio designed to solve a wide range of real world call center problems. Key technologies include:

Contact Sentry

Contact Sentry technology builds, in real time, a structured data mart containing every customer interaction, every touchpoint interaction and every agent interaction for every call center contact. No assumptions made about the flow of the call – Call Sentry accurately reports what happens regardless where the call first appears, how many times a call is transferred or requeued, and how the call is completed.

Interaction Management Automation Services

Interaction Management Automation Services, or IMAS is a contact center middleware solution that unifies the contact center infrastructure and applications to provide high level functionality through centralized monitor and control.