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.
The Right Solution for Your Industry
Air Travel & Hospitality
When plans change, your team stays ahead.
Real-time AI assist and unified channels give agents everything they need to rebook, reassure, and retain customers before disruptions become complaints.
Financial Services
High-stakes interactions handled with precision.
AI-assisted guidance helps teams resolve complex cases accurately within a compliant workspace that integrates with your existing systems.
Healthcare
Patients reach the right person, the first time.
Unified scheduling, referral routing and care coordination across every channel so clinical teams have real-time insight to deliver empathetic care.
Government
Every citizen gets a clear, consistent answer.
Multilingual omnichannel support helps teams handle high volumes of inquiries across departments without sacrificing accuracy or accessibility.
Retail
High-quality CX regardless of season or staffing.
Full customer context across systems is surfaced instantly, so agents can resolve issues faster, and customers never have to repeat themselves.
Telecom & Utilities
Turn outage anxiety into CX confidence.
AI-powered omnichannel engagement and instant support absorb inbound spikes so agents can focus on resolution, not volume management.
Explore Resources
AI Workshop
AI Strategy Workshop: Design the Future of Your AI & CX Operations
Demo
Instant CX: Live Video, Voice, Chat & Human-AI Support in Action
Blog
Removing Failure Demand: The Hidden Cost of Customer Friction
Talk to Our AI & CX Experts
Transformative CX and omnichannel solutions, powered by AI and human expertise and built for cloud or on-premise environments.