A Unified AI-Omnichannel Workspace, Any Contact Center Platform
Upstream Works seamlessly unifies voice and digital channels, deep integrations with business systems and CRMs, and AI-powered guidance in real time, all supported with true omnichannel contact center management and advanced analytics and reporting on your choice of platform — Cisco Finesse, Webex Contact Center, Amazon Connect, or our standalone Digital CX solution.
Upstream Works on Amazon Connect: Enterprise CX, Built for Scale
Upstream Works on Amazon (UWA) is an enterprise-ready, AI-powered omnichannel customer engagement solution that extends Amazon Connect with a unified agent workspace, consolidating voice and digital channels, embedded real-time AI assistance, knowledge, automated workflows, full customer-journey visibility, and seamless integrations into a single enterprise-grade platform.
UWA gives contact center leaders advanced analytics, the flexibility to scale to meet changing business needs, and the ability to make measurable CX improvements, including improved First Contact Resolution (FCR) and lower handle time, with consistent performance across large deployments.
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Upstream Works on Finesse: Innovate & Transform While Leveraging Investments
Upstream Works on Finesse (UWF) is a flexible AI and omnichannel contact center solution designed to maximize and modernize your Cisco Enterprise environment. Streamline workflows, provide better CX and drive better outcomes.
UWF extends Cisco Finesse with a feature-rich omnichannel agent workspace, AI Agent Assist, and seamless integrations with CRMs, business applications and AI — on-premise or cloud.
Leverage your existing Cisco investments while gaining the flexibility to evolve. UWF maintains a consistent agent desktop experience across Cisco platforms, eliminating retraining costs as your infrastructure migrates.
Explore Upstream Works on FinesseUpstream Works on Webex Contact Center: Enterprise CX Solutions with Cloud Flexibility
Upstream Works on Webex (UWW) is an advanced cloud solution that enables personalized, enterprise-scale CX. UWW unifies agent workflows, optimizes customer journeys, and ensures elite security and reliability.
Take Webex Contact Center further with an enterprise-grade omnichannel contact center desktop built for scale. UWW connects every channel, CRM, business application and AI through a unified workspace — delivering personalized CX and streamlined agent workflows.
UWW provides full support for Webex Connect channels, including WhatsApp, SMS and Messenger, and is built for complex enterprise environments.
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Upstream Works Digital Solutions: Connected CX Across Front & Back Offices
Upstream Works Digital CX solutions (UWD) provides a specialized, digital-only desktop solution for front and back-office operations.
UWD bridges the gap between customer-facing agents and back-office and front-office staff — managing tasks, digital channels and workflows through a single, consistent workspace with a unified view of interactions.
Improve First Contact Resolution (FCR), increase productivity and provide a better customer experience by connecting the customer journey across departments and all digital channels, including email, webchat, messaging, social, bots, video, co-browse, AgentNow, and more.
Explore Upstream Works DigitalDeliver Truly Connected Omnichannel Experiences Without the Complexity
Upstream Works delivers a true omnichannel experience by unifying voice, email, webchat, SMS, messaging, social, video, co-browse, bots, conversational AI, AgentNow, and more into a single workspace. Agents always have context. Customers never have to repeat themselves. Modern customers expect connected conversations that move effortlessly from chat to voice to messaging and more. Upstream Works eliminates channel silos to create a genuinely channel-less environment.
Start with the channels your business needs today and expand at your own pace. Reporting and analytics give you accurate, predictive visibility into channel performance across all lines of business — so you always know what's working and can make data-driven decisions.
Omnichannel Flexibility
Effortlessly deploy and manage voice, email, webchat, messaging, social, video, co-browse, bots, and conversational AI, into a continuous omnichannel engagement model.
Unified Agent Workspace
A single workspace that unifies voice and digital interactions, context data, task orchestration, and quick access to business systems improves productivity and service consistency.
AI-Powered Personalized CX
All your data and systems in one place, with AI Agent Assist for real-time insights and guidance, enable personalized customer experiences across all touchpoints.
Frequently Asked Questions (FAQs)
About Upstream Works Contact Center Platforms
What contact center platforms does Upstream Works support?
Upstream Works offers multiple platform solutions, including Upstream Works on Amazon Connect (UWA), Upstream Works on Cisco Finesse (UWF), Upstream Works on Webex Contact Center (UWW) and Upstream Works Digital CX solutions (UWD).
What should I look for in a contact center platform?
Contact center leaders should evaluate platforms on five dimensions: channels and omnichannel continuity, AI and automation capabilities, CRM and business application integrations, deployment flexibility (on-premise, cloud or hybrid), and analytics. The platform should empower agents with real-time guidance, give supervisors live visibility into performance, and scale without requiring a full infrastructure replacement.
Can I add omnichannel and AI to my existing Cisco or Webex contact center?
Yes. Upstream Works on Finesse (UWF) and Upstream Works on Webex Contact Center (UWW) are purpose-built to extend existing Cisco infrastructure without replacing it. Both solutions add a unified omnichannel contact center workspace, AI-powered agent guidance, digital channels, seamless integrations with multiple systems, and advanced analytics on top of your current Cisco platform — protecting existing investments while accelerating CX transformation.
What is the difference between on-premise and cloud contact center solutions?
An on-premise contact center runs on hardware and software installed and managed within your own facilities. A cloud contact center is hosted and managed by a third-party provider. It requires no on-site hardware, deploys faster, and scales with demand.
Many enterprise contact centers operate in a hybrid model — maintaining on-premise infrastructure for certain workloads while moving others to the cloud. The right approach depends on your regulatory environment, IT resources, existing infrastructure investments and growth trajectory.
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