Deliver exceptional human and AI-powered experiences with Upstream Works omnichannel solutions for cloud and on-premise contact centers.
Instant, Anywhere CX.
AI-Powered Assist.
Customer Delight.
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.
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- Advanced Agent Desktop Solutions for Highly Productive Agents
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- Enterprise-Ready with Cloud and On-Premise Multi-Platform Support
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- Human-AI Optimization and Innovation
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- 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 compliant, 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.”
— Chris Gascoyne,Customer Experience Director, Natilik
“While other vendors have been talking about Omni-Channel and Customer Journey for years, Upstream Works has been perfecting it with our customers.”
Casey Klein,Vice President of Solutions, Contact Center, Presidio
“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.”
Steven Pollema,President, TTEC Digital – Technology
“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.”
Nancy Jamison,Senior Industry Director, Frost & Sullivan
What's New
The Shift from CCaaS to Experience Orchestration: Rethinking CX
Shift from managing interactions to experience orchestration. Discover how AI-powered solutions unify the agent desktop to ensure successful resolutions.
The Modern CX Equation: AI, Human Empathy & Fast Resolutions
Learn how contact centers can blend AI-powered customer experience with human empathy to drive faster resolutions. Download the guide on AI, human agents and modern CX strategies.
Customer Experience Automation & Reducing CX Friction
Failure demand and operational costs. Learn how to move from reactive service to a frictionless, AI-driven customer journey
Simplify Your Contact Center. Improve Every Interaction.
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.