Faster Resolutions & Connected Experiences
with a Unified Agent Workspace
The Upstream Works omnichannel agent workspace unifies all channels, system integrations and AI services into a singular, intuitive interface. Designed for contact center agents and back-office digital workers alike, it provides your business with the ultimate platform to elevate First Contact Resolution (FCR), lower Average Handle Time (AHT) and boost customer satisfaction (CSAT).
Improve Productivity with a Smarter Unified Desktop Experience
Upstream Works simplifies the agent experience with a unified desktop that brings together customer interactions, communication channels, business applications, AI-powered agent guidance, and productivity and team collaboration tools into one streamlined workspace.
Enable smarter and more efficient engagements with AI Agent Assist — providing real-time agent guidance and insights during every interaction, including sentiment, intent, conversation summaries and transcriptions.
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Key Benefits
Empower Agents
Gain efficiency with one agent workspace that unifies channels, AI Assist, systems and knowledge.
Faster Performance
Accelerate agent onboarding with an intuitive desktop design and guided workflows.
High-Value Experiences
Deliver consistent, context-rich interactions that drive greater customer satisfaction (CSAT).
Measurable Outcomes
Reduce AHT, improve FCR and deliver measurable results that move the business forward.
Deliver Seamless Omnichannel Customer Experiences
Provide continuous, uninterrupted conversations — regardless of how, when or where customers connect.
Deliver a true omnichannel experience and connected customer journeys across all channels.
Upstream Works unifies omnichannel customer engagements into a single agent workspace, enabling agents to manage conversations across channels while maintaining full interaction continuity and customer context.
With a connected omnichannel approach, businesses can improve responsiveness, reduce customer frustration, and create more personalized experiences throughout the customer journey.
Empower Agents with Real-Time AI Assistance & Enhance Customer Experience
Upstream Works AI Agent Assist provides real-time contextual guidance and insights directly within the unified desktop, helping agents quickly access information, automate repetitive tasks, generate summaries, and receive intelligent recommendations during live interactions.
By embedding AI directly into workflows, organizations can reduce agent effort, improve accuracy, shorten training time, and increase operational efficiency across the contact center.
Respond Smarter
Live AI Assist with instant sentiment analysis and intent detection to help agents respond more effectively.
Save Time
Automate conversation summaries and transcriptions to reduce after-call work and keep agents focused.
Resolve Faster
Surface intelligent knowledge recommendations and real-time translations to help agents provide fast resolutions.
Personalize CX
Consistent, context-rich experiences that drive satisfaction and build long-lasting customer loyalty.
Instant, Consistent Answers with Intelligent Knowledge Management
Upstream Works helps organizations centralize and surface relevant knowledge directly within the agent workflow, empowering agents to access the information they need quickly without disrupting conversations.
Upstream Works Assist Knowledge Management leverages Natural Language Processing (NLP) and smart search navigation to provide outstanding content findability. Agents have rapid, single-click access to contextual answers and rich media right when they need them.
Expert Agent Assist
Internal knowledge that enables agents to easily and quickly find precise content. Integrates with AI Agent Assist to automate content retrieval and improve agent efficiency.
Customer Assist
An external self-service knowledge portal webpage with FAQ information that customers can visit for fast resolutions of routine inquiries.
Personalize Every Interaction with Full Customer Context
Upstream Works provides complete customer context in the Interaction Activity workspace, enabling organizations to improve FCR, reduce customer frustration and deliver more connected customer experiences.
With immediate access to Interaction History, transcripts and recordings, and queue status for the customer's other interactions, agents can quickly personalize interactions, confidently resolve issues, and eliminate the friction of customers having to repeat their problems.
Flexible System Integrations in One Unified Desktop
Upstream Works seamlessly integrates with CRMs, business applications and AI tools to create a connected and efficient contact center environment.
With flexible integration capabilities and an open architecture, organizations can customize their Upstream Works solutions, maximize existing technology investments and simplify operations while improving workflow efficiency.
Through automated screen pops, data exchange and click-to-dial automation, agents operate within one ecosystem. This helps reduce application screen switching and keeps agents focused.
- CRM systems like Salesforce and Microsoft Dynamics
- Contact center and business applications
- Industry-specific integrations
- AI applications and tools
Tailored Platform Options Across Cloud, Hybrid & On-Premise Models
Upstream Works provides the flexibility to support cloud, hybrid and on-premise deployment models on the platform of your choice — including Amazon Connect, Cisco Finesse, Webex Contact Center and Digital CX — based on your business needs and modernization strategy.
Whether organizations are evolving existing infrastructure or accelerating digital transformation initiatives, Upstream Works helps contact centers modernize at their own pace while maintaining operational continuity and flexibility.
Frequently Asked Questions (FAQs)
About the Upstream Works Agent Workspace
What is an omnichannel unified desktop?
A unified desktop brings together customer interactions, communication channels, business applications and systems, AI tools and customer context data into one centralized workspace to help agents work more efficiently and deliver better customer experiences.
How does AI Agent Assist improve contact center performance?
AI Agent Assist helps agents by providing real-time guidance, automated summaries, suggested responses and contextual recommendations that improve productivity, reduce handle times and support faster issue resolution.
Why is omnichannel customer engagement important?
Omnichannel customer engagement enables organizations to deliver seamless, connected experiences across voice and digital channels while maintaining customer context throughout the journey.
What deployment options does Upstream Works support?
Upstream Works supports cloud, hybrid and on-premise deployment models to help organizations align with their operational, security and modernization requirements.
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