Unify the Customer Journey Across the Enterprise
Enrich agent and customer engagements with a unified view of all interactions. The Upstream Works Digital Desktop connects the customer journey across all channels, touchpoints and departments to enable digital workers in the Contact Center and Back Office to improve First Contact Resolution (FCR), increase productivity and enhance the customer experience (CX).
Digital Channel & Solution Flexibility
Improve CX with continuous and consistent engagements across all customer journeys. Upstream Works Digital Contact Center Solutions seamlessly connects all digital channels, including email, web chat, SMS, messaging, social, bots and more. The Supervisor Desktop provides quick insight into queue statistics and team performance for simplified team management.
Upstream Works helps organizations meet the changing needs of customers. We offer a flexible and integrated approach to platforms, channels and business applications. Organizations of all sizes can leverage existing and emerging technologies like AI and RPA, while using automation and bots to grow and scale.
Better Agent & Customer Engagements with Digital Contact Center Solutions
The Upstream Works Digital Desktop helps improve the quality of agent and customer engagements. It provides a unified view of each customer with quick access to data, applications and CRMs across all digital channels. With the Upstream Works Desktop (UWD), digital workers in the back office have access to the same tools and information as agents in the contact center.
Boost efficiency with productivity tools, AI-powered Agent Assist for real-time guidance and insights, and Assist knowledge management to enable fast resolutions across channels.
Extend Digital Contact Center Solutions with Seamless Integrations
Upstream Works Digital Solutions can integrate with multiple business applications, backend systems, databases and CRMs. Extend the value of the Upstream Works Desktop and all the tools utilized in your business by giving agents and digital workers one-click access directly from a single desktop. Streamline workflows and increase productivity with screen pop, click-to-dial and data exchange. Integrate with applications as needed, and can change, grow and scale as your business needs change.
With everything in one digital desktop, organizations can improve agent and digital worker engagement, increase efficiency and reduce customer effort.
AgentNow: Instant Live Customer Support via QR Codes, Links & Kiosks
AgentNow allows customers to quickly connect with an agent by scanning a QR code or through a simple web interface on a mobile device or kiosk, and selecting live video, voice or chat. Customers and agents can easily transition across channels for seamless conversations and quick resolutions. Provide instant access to agents and support in-person staff during peak periods by leveraging remote agents and experts across your business network.
The AgentNow Cloud Suite includes product tiers with flexible cloud and on-premise deployment options so businesses can choose the capabilities that best suit their needs and goals.
AgentNow Standard: A cloud-hosted solution that includes live video, voice and chat, and the Upstream Works Digital Desktop (UWD) contact center solution.
AgentNow Premium: Includes everything in the Standard solution, plus AI-powered Agent Assist Insights, including sentiment, intent and conversation summaries.
AgentNow Enterprise: A fully customizable solution that includes integrations and full AI-powered Agent Assist capabilities. It’s available on-premise or cloud across Upstream Works platforms, including Amazon Connect, Cisco Finesse, Webex Connect, and Digital solutions.
