Exceptional CX Powered by AI & Omnichannel Contact Center Solutions
Upstream Works delivers on the omnichannel promise with a connected, consistent and continuous customer experience (CX) across channels. Our integrated omnichannel desktop offers automated workflows, interaction management, productivity tools, and AI orchestration, allowing clients to provide exceptional agent and customer experiences.
True Omnichannel Contact Center Experiences
Upstream Works brings all channels into the contact center, including voice, email, webchat, messaging, video, co-browse, social, bots, AgentNow, AnyTask, and more, providing consistent, connected and continuous CX. Customers have a unified experience, no matter how they contact you.
Feature-Rich Agent Desktop
The omnichannel desktop combines productivity tools, knowledge management, AI-powered agent assistance, and seamless integrations, empowering agents to deliver personalized CX and faster resolutions.
AI-Powered Engagements
Automate workflows and optimize the customer experience with AI-powered Agent Assist for real-time insights, guidance and intelligent customer self-service.
Powerful Desktop Solutions Include:
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- Advanced integrated omnichannel desktop
- Omnichannel interaction visibility, management and automation
- Seamless AI, Business applications and CRM integrations
- Omni AI Hub and AI orchestration
- AI-powered Agent Assist for real-time insights and guidance
- Omnichannel Assist knowledge management
- Advanced Analytics and Reporting Platform
- Tailored solutions and rapid innovation
Connected Omnichannel Customer Experiences
Exceptional omnichannel customer experiences require communication options on your customers’ terms – with their choice of channel. It means providing call center agents with an advanced agent desktop that brings together customer information from across the enterprise. A true omnichannel contact center consistently delivers services to customers across all channels, no matter where their customer journey takes them.
Our scalable web-based architecture is flexible and easy to deploy. Leverage your existing infrastructure with seamless integration capabilities for a lower total cost of ownership and elevated CX.
Flexible Contact Center Solutions on Any Platform
Upstream Works provides omnichannel customer experience capabilities for Cisco Finesse, Webex Contact Center, Amazon Connect, and Digital Solutions for back office and digital workers across the enterprise.
With Upstream Works, you can leverage your existing technology and extend functionality, value and ROI.
Seamless Contact Center Software Integrations
Bring all your data together with seamless integrations to channels, AI, business applications, and CRM systems. Extend the value of investments, reduce training time and increase productivity.
• Channel Integrations – Consistent interaction management and reporting across the entire omnichannel customer journey.
• Desktop and Data Integrations – Connect and extend all integrations, including application screen pop, click-to-dial, and data exchange to leverage the valuable data in your existing infrastructure.
• Omni AI Hub – Flexible AI integrations allow on-premise and cloud contact centers to connect with our Upstream Works AI models and/or third-party AI providers.
Omni AI Hub & AI Orchestration for On-Premise & Cloud
Upstream Works Omni AI Hub is a centralized framework and suite of AI orchestration capabilities that allow on-premise and cloud contact centers to operationalize their choice of AI, accelerate innovation, and enable contact center automation. Omni AI Hub powers virtual customer self-service and real-time agent assistance and features AI flexibility, AI Messaging Link, Agent Assist, Assist Knowledge, and Performance Analytics.
The Omni AI Hub provides contact centers with the flexibility to choose their AI, including Upstream Works AI models, operating on-premise and cloud (VPC), and third-party AI providers, to quickly augment productivity and gain efficiency.
Upstream Works Assist Knowledge Management for Optimal CX
Upstream Works Assist is an AI-enabled contact center knowledge management system that provides agents and customers with accurate and informed answers. Collaborative content helps agents quickly find the right information, while FAQ-style self-service lets customers resolve issues independently. With Super Search and Natural Language Processing, Assist offers fast and easy content discovery and contextual suggestions . When integrated with AI-powered Agent Assist, Assist knowledge provides real-time guidance and contextual insights to help agents resolve issues efficiently and accurately.
Customer Journey Analytics, Omnichannel Reporting & Management
Upstream Works provides flexible reporting to optimize performance. Access actionable information, how and when it’s needed. Our omnichannel contact center solutions include a rich set of standard historical reports and real-time statistics across all channels
- Meaningful Metrics for all channels, including First Contact Resolution (FCR)
- Standard Key Performance Indicators spanning durations, counts, averages, percentages, and more
- Smart Supervisor Tools for quick insight into queue statistics, team performance and task management capabilities
- Advanced Analytics and Reporting Platform provides real-time and historical dashboards for quick views and actionable insights
