Upstream Works Desktop 7.0 enhancements deliver smarter workflows, real-time context, and faster interactions for standout CX.
On-Demand CX. AI-Powered. Real Results.
Deliver exceptional human and AI-powered experiences with Upstream Works omnichannel solutions for cloud and on-premise contact centers.
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WHAT'S NEW
Explore how a live video customer support solution enables deeper customer connections, faster issue resolution, and smarter training insights.
Upstream Works AgentNow CX Solution Honored with Gold Globee® Business Award for Digital Customer Service Innovation.
Above all, Rob was a devoted husband and father. To Upstream Works, Rob was our leader, innovator, colleague, and friend.
Video is the ultimate digital channel: immediate, familiar, and natural for digital natives when seeking customer support.
The AgentNow Cloud Suite enables on-demand CX via live video, voice and chat, with flexible product tiers to fit your unique needs.
Real-time and historical dashboards with customizable visualization to help contact centers make smart, informed decisions.
AgentNow, Upstream Works' on-demand CX solution, received the CUSTOMER 2025 Product of the Year Award.
Powerful Omnichannel Innovation for Exceptional Agent and Customer Experiences
Upstream Works delivers powerful AI and omnichannel contact center solutions designed to innovate customer and agent experiences. Our unified agent desktop automates complex workflows, integrates seamlessly with AI, Business applications, and CRM systems, and provides real-time insights for smarter decision-making. Empower your agents, improve first contact resolution, and deliver consistent and personalized customer experiences across every channel—voice, digital, and beyond.
- Advanced Agent Desktop Solutions for Highly Productive Agents
- Enterprise-Ready with Cloud and On-Premise Multi-Platform Support
- Human-AI Optimization and Innovation
- Personalized CX and Faster Resolutions Across All Channels
AI & OMNICHANNEL CONTACT CENTER SOLUTIONS
Smarter Customer Experiences
Advanced Unified
Agent Desktop
Unified agent desktop with productivity tools, Assist Knowledge, and visibility of all channels, interactions and applications for personalized CX and improved FCR.
Omnichannel
Flexibility
Convenient channel flexibility with voice, email, webchat, messaging, social, video, co-browse, bots, conversational AI and on-demand service with AgentNow.
Streamlined &
Automated Workflows
Integrate with any AI, business application and CRM system to streamline workflows and increase agent efficiency.
Team Management
& Collaboration
Simplify team management with the Supervisor Desktop, performance insights, omnichannel Dashboards, and collaboration tools.
Advanced Analytics
& Reporting
Improve business outcomes with real-time and historical omnichannel Dashboards, reports and analytics, including FCR, CES and bot analytics.
Platform
Choice
We offer flexible omnichannel contact center desktop solutions on multiple platforms: Amazon, Cisco, Webex Contact Center and digital.
Human-AI CX &
Self-Service
Offer customers easy and fast resolutions with consistent omnichannel engagements and AI-powered self-service across messaging channels.
AI Orchestration &
Flexibility
Omni AI Hub powers Agent Assist with real-time insights and guidance, including automated sentiment, intent, summaries, transcriptions, and more.
Enterprise-Ready for
On-Premise & Cloud
Upstream Works desktop solutions are enterprise-ready, scalable, flexible, secure, SOC 2 and HIPAA complaint, with flexible cloud or on-premise deployment.
Our Technology Partners
We partner with leading AI and technology providers to offer innovative solutions that ensure business success. Our AI orchestration powers seamless human-AI experiences, and our deep integrations unify your data and automate workflows for maximum efficiency.
Our Solution & Reseller Partners
We work with trusted solution and reseller partners around the world to offer comprehensive omnichannel solutions that support innovation and digital transformation.
PRAISE FOR UPSTREAM WORKS
"Upstream Works customer engagement solutions effectively enable our clients' digital business transformation goals with the integration of all CX channels, data, and systems and a unified desktop for consistent, personalized experiences that meet and exceed customer expectations.
“While other vendors have been talking about Omni-Channel and Customer Journey for years, Upstream Works has been perfecting it with our customers.”
“Upstream Works for Finesse seamlessly brings Omnichannel to life for both customers and agents, enabling a transparent, single application view across all customer touchpoints that truly provides a differentiated engagement experience for progressive customer focused enterprises.”
“Upstream Works consistently improves customer experience and employee experience while expanding its capabilities into core contact center adjacencies, such as AI, to enhance employee engagement, employee performance, and overall business optimization.”
BETTER EXPERIENCES FOR AGENTS & CUSTOMERS
Empowered & Productive Agents
Give your agents the tools they need to offer exceptional CX with an advanced unified desktop, Assist Knowledge, and full visibility of CX journeys, interactions and data across all channels. Our advanced agent desktop provides focused workflows and enables personalized engagements.
Exceptional Human-AI
Customer Experiences
AI-powered Agent Assist provides real-time guidance and insights, including sentiment, intent, summaries, transcriptions, and more. It also provides agents with context-rich guidance across all channels, improving CX and FCR.
Instant Customer Support & Self-Service, Anywhere
AgentNow empowers organizations to offer on-demand live customer support via video, chat and voice for personalized CX and faster resolutions.
Upstream Works’ digital channel flexibility allows you to add channels and offer self-service options like chatbots for anytime support and easy escalations for a seamless customer journey.
Optimize Performance with Advanced Analytics & Reporting
Upstream Works enables greater efficiency with our Advanced Analytics & Reporting Platform, which includes omnichannel Dashboards and rich data visualizations for easy-to-view metrics and trends across CX, agent performance, and operational efficiency.
Boost Efficiency with
Automated Workflows
Streamline and automate agent workflows by seamlessly integrating the Upstream Works agent desktop with AI, business apps and CRMs. Give your agents one-click access to all the data they need to provide efficient customer engagements.
Innovation & Cloud Migration Flexibility
Innovate and evolve your contact center while leveraging existing and emerging technology. Our flexible omnichannel solutions allow you to migrate to cloud solutions at your own pace and maintain a consistent agent desktop experience for minimal disruption.
Ready to Transform Your Contact Center Experience?
Empower your agents. Delight your customers. Drive real results.
With Upstream Works, you’ll get an advanced agent desktop, seamless AI integrations, and the flexibility to innovate at your own pace—all designed to simplify complexity and deliver consistent, personalized customer experiences across every channel.
Start your journey to a smarter, more connected contact center today.