Agent-First Desktop Solutions, Exceptional Customer Experiences
Enterprise-Ready Omnichannel
Contact Center Desktop Solutions
WHAT’S NEW
WHO WE ARE
Exceptional Agent & Customer Experiences Across All Channels
Keep up with changing customer expectations and give your agents an enhanced agent desktop that will empower them to provide personalized, meaningful and efficient service. Better experiences start with Upstream Works omnichannel desktop solutions.
- Agent-First Desktop Solutions for Highly Productive Agents
- Enterprise-Ready and Support for Multiple Platforms
- AI-Driven Optimization and Innovation
- Personalized CX and Fast Resolutions
OMNICHANNEL CONTACT CENTER SOLUTIONS
Agent-First Desktop
Unified agent desktop with productivity tools and visibility of all channels, interactions and applications for personalized CX and improved FCR.
Digital Channel Flexibility
Convenient channel flexibility with voice, email, web chat, messaging, social, video, co-browse, bots, conversational AI, and more.
AI & Business Application Integrations
Integrate with any AI and 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.
Omnichannel Reporting
Improve business outcomes with real-time and historical omnichannel Dashboards, reports and analytics including FCR, CES and bot analytics.
Enterprise-Ready Platform
We offer flexible omnichannel contact center desktop solutions on multiple platforms: Amazon, Cisco, Webex Contact Center and digital only.
Our Technology Partners
We’ve partnered with best-of-breed AI and technology partners to offer innovative and effective solutions that ensure business success. Integrate with any AI application to power agent assistance and conversational AI channels or bring all your data together with business application and CRM integrations.
Our Solution and Reseller Partners
We work with trusted solution and reseller partners around the world to offer comprehensive omnichannel solutions that support innovation and digital transformation.
BETTER EXPERIENCES FOR AGENTS & CUSTOMERS
Empowered & Productive Agents
Give your agents the tools they need to offer exceptional CX with a unified desktop and full visibility of CX journeys, interactions and data across all channels. Our agent-first desktop removes complexities from agent workflows and enables personalized engagements.
Helping AI Help Agents
Integrate the agent desktop with best-of-breed AI apps without creating new silos. Provide agents with real-time guidance across all channels with our suite of AI capabilities including the AI-powered Virtual Agent Portal for faster resolutions and better FCR.
Intelligent Self-Service & Customer Experiences
Offer convenient self-service and hyper-personalized CX on any channel. 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 Reports & Analytics
Upstream Works enables greater efficiency with consistent omnichannel reporting and metrics, including conversational AI and bots. Gain deeper performance insights and make data-driven decisions that will help you improve CX and agent productivity.
Reduce Agent Desktop Complexity
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.
PRAISE FOR UPSTREAM WORKS
