Frost & Sullivan Names Upstream Works a Company to Watch

Cisco partnership and design features called out in North American Contact Center Buyer’s Guide

Woodbridge, Ontario, February 6, 2019 – Upstream Works Software today announced its inclusion in the Frost & Sullivan’s North American Contact Center Buyer’s Guide as a “company to watch”.  The report, published by the Global Digital Transformation Research Team, discusses key industry trends, including the move to omnichannel, and evolving technologies like Big Data, analytics, and artificial intelligence (AI).

The report provides analyst commentary on the key players in the market today, including Cisco’s collaboration portfolio. The research also speaks of Cisco’s expanded SolutionsPlus program, which now includes Upstream Works, one of the providers that “impact the contact center landscape with offerings tailored for integration into other vendor offerings or customer deployments”. Upstream Works for Finesse extends Cisco solutions for a compelling and feature-rich end-to-end CX offering.

“Upstream Works is pleased to be recognized in the Contact Center Buyer’s Guide for our unique design features, proactive CX capabilities, and deep integrations,” says Upstream Works President and CEO, Rob McDougall. “We continue to innovate and provide value to organizations as they focus on transforming and improving the customer experience.”

Included in the report is a discussion of Upstream Works features that enable proactive customer service and a simplified agent experience, including omnichannel visibility and management, full context, knowledge base, reporting, and ease of integration.

Upstream Works has a history of omnichannel innovation, specializing in helping organizations to improve the agent and customer experience across the customer journey, while improving operational efficiencies and performance. With a Single Agent Desktop connecting all channels, interactions and applications across the enterprise, businesses gain flexibility and control with easy to use tools, full visibility, and consistent reporting across voice and all digital channels. Learn more.

About Upstream Works

Upstream Works provides best-in-class Omnichannel Contact Center software to increase agent success and customer engagement. We bring the customer journey together across all channels, interactions and applications with management simplicity and desktop elegance. For over 15 years, organizations around the world and across industries have benefited from Upstream Works’ experience and expertise, gaining operational efficiency and transforming the connected customer experience.

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