Give Customers the Effortless Engagements They Deserve with Upstream Works for Amazon Connect

What do customers want when they interact with your contact center?

They want to have options in how they choose to contact you with seamless escalations to personalized service. They want proactive service with agents who can predict upcoming issues. Customers want resolutions on the first contact.

Give your customers all that and more with Upstream Works for Amazon. We enhance Amazon Connect to provide a unified desktop, seamless integrations and management simplicity. And it’s all in the cloud and optimized for the enterprise.

Upstream Works for Amazon gives organizations the flexibility to scale up or down as their business needs change. Start with as many seats, channels and integrations as you’d like and tailor the solution to fit the changing needs of your business. Keep up with seasonal spikes, customize the solution to suit in-office and remote agents, and compile all the resources your enterprise utilizes in one desktop.

We bring Amazon Connect voice and digital channels like email, chat, messaging, co-browse, and bots to one unified desktop. Keep your agents engaged and empowered with productivity tools, knowledge management and team collaboration that help streamline their workdays. Full visibility into the customer journey, context-data and Interaction Activity and History give agents all the information they need to provide personalized engagements to every customer on every channel.

The Upstream Works for Amazon agent desktop is designed to streamline processes and increase productivity so that agents can focus on what matters most – your customers. Extend the power of Upstream Works for Amazon with seamless integrations. Connect multiple business and contact center applications, CRMs and data directly to the agent desktop.

Remove information silos and tailor Upstream Works for Amazon for your specific business needs – no matter the model or industry that represents your organization.

Enable better management with consolidated resources, streamline and automate agent workflows and give IT a tool that is easy to work with. Leverage your existing technologies while making use of new and emerging technologies. Accelerate innovation and bring all of your data and resources together in one desktop.

Upstream Works for Amazon isn’t just for agents.

Give your supervisors the tools they need to simplify management of agents, teams and queues. The Supervisor Desktop is designed for on-the-fly management and provides insight into how agents and teams are performing in real time.

Team Chat is an easy way for agents and supervisors to collaborate remotely, ask questions and provide each other with creative solutions. Keep the lines of communication open and boost agent productivity.

Upstream Works for Amazon is a complete end-to-end solution for enterprises in any industry. Give your contact center the tools and technology that will lead to long-term business value by accelerating digital transformation, enabling optimal performance and personalizing customer experiences.

Upstream Works for Amazon is ready for enterprises, fast to deploy and is easy to scale up and down. Give your customers the meaningful engagements they deserve – it starts now with the right tools.

Learn more about Upstream Works for Amazon Connect.

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