Smarter Omnichannel Customer Experience Solutions
Today’s customers expect seamless experiences whether they connect by voice, email, chat, messaging or video. Upstream Works omnichannel customer experience solutions unify interactions, empower agents with real-time, AI-powered intelligence, and deliver a consistent, connected CX at every touchpoint.
Unified Omnichannel Experiences
Across Every Journey
Give your customers the flexibility to engage on their terms.
Connect every customer interaction within a single agent workspace. Upstream Works helps organizations eliminate disconnected channels and fragmented workflows by unifying voice and digital interactions into one streamlined omnichannel desktop.
Agents can easily manage conversations across channels while maintaining full customer context, conversation history and interaction continuity throughout the journey.
Organizations can choose the voice platform of their choice, including Cisco Finesse, Webex Contact Center and Amazon Connect.
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The Convenience of Seamless
Self-Service & Human-AI Assistance
Customers want fast self-service options without losing access to human support when they need it. Upstream Works helps organizations blend AI automation and live human assistance into a connected customer journey.
When an AI chatbot transfers a conversation to a live agent, the handoff is instantaneous and complete. The human agent is presented with the full bot transcript and interaction history directly on their desktop. This ensures the live agent can pick up exactly where the automated self-service left off, preserving consistency and driving faster handle times.
AgentNow: Instant, On-Demand Live Video Customer Support
AgentNow provides a fast and convenient way to digitally connect customers with contact center agents and subject matter experts (SMEs) via video, voice and chat. Customers can easily connect using QR codes and transition across channels for seamless conversations and quick resolutions.
Provide instant access to agents and support in-person staff during peak periods by leveraging remote agents and experts across your business network.
Instant Access Points
Customers initiate support on-demand via QR codes, weblinks, or kiosks. No apps needed.
Instant Personalized CX
Customers choose how they connect: live video, voice or chat and quickly reach a qualified agent.
Frictionless Human-AI CX
Agents resolve queries fast with context, conversation continuity and AI Agent Assist real-time guidance.
Faster & More Personalized
Email & Messaging CX
Upstream Works' unified omnichannel customer experience enables agents and customers to enjoy a continuous conversation across voice and digital channels, with full visibility into the CX journey. Streamline omnichannel engagements, enhance performance and quickly resolve customer requests.
Email Management
& Enhanced CX
Email continues to play a key role in customer service. Modernize email management by ensuring every email reaches the right agent based on skills, service levels, business priorities and customer requirements — while providing agents with Email Review, templates, full context, and AI agent assistance, and more, to resolve issues quickly and accurately.
Unified Digital Messaging
& Faster Response Times
Meet customers on their preferred messaging channels while keeping conversations organized for your team. Unified Digital Messaging (UDM) provides easy, consistent and continuous conversations across multiple platforms, including SMS, chat, WhatsApp, Messenger and third-party bots.
Accelerate Omnichannel CX Resolutions with Real-Time AI Guidance
Improve efficiency, reduce effort and provide better customer experiences across channels with AI Agent Assist.
Agent Assist supports agents in real time by providing guidance and insights during customer interactions, including sentiment, intent, conversation summaries, transcriptions and translations.
By combining AI-powered assistance with unified omnichannel engagement, organizations can empower agents while maintaining consistency across every channel.
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Efficiently Resolve Complex Issues with Live Video & Co-Browsing
For complex support scenarios, technical troubleshooting or high-value sales, text and audio aren't always enough. Upstream Works provides real-time collaboration tools that bring agents and customers closer — visually, instantly and securely.
Face-to-Face Live Video
Build trust and quickly resolve complex issues with live video. Enable deeper empathy, personalization and understanding during customer interactions.
Secure Co-Browse
Visually guide customers through webpages, portals and mobile apps in real time, helping users navigate technical steps, online forms and settings together.
Frequently Asked Questions (FAQs) About Omnichannel CX
What is an omnichannel customer experience?
Omnichannel customer experience connects customer interactions across all channels, including voice, email, chat, messaging, video, AgentNow and self-service channels into one seamless journey.
What is the difference between multichannel and omnichannel customer experience?
A multichannel experience means a business offers multiple distinct communication channels (like voice, email and chat) that operate in separate silos. An omnichannel customer experience unifies voice and digital channels so that customer data, interaction history and conversation context follow the customer seamlessly from one channel to another, enabling a seamless experience, accelerated agent onboarding and efficient interactions.
Why is omnichannel customer engagement important?
Omnichannel customer engagement is important as customers expect consistent, connected experiences across channels, without having to repeat themselves. Omnichannel engagement improves First Contact Resolution (FCR), customer satisfaction (CSAT), agent efficiency and operational visibility.
Does Upstream Works support AI-powered customer service?
Yes. Upstream Works includes AI-powered self-service and AI Agent Assist capabilities, such as automated intent, sentiment, conversation summaries, transcriptions and translations.
Which communication channels are supported by Upstream Works?
Upstream Works contact center solutions support voice, email, chat, messaging, SMS, video, co-browse, social, bots, AgentNow, and more.
Can customers move between channels without losing context?
Yes. Upstream Works helps organizations maintain customer context and conversation continuity across interactions and channels.
See Connected CX Across Every Channel in Action
Explore transformative CX and omnichannel solutions, powered by AI and human expertise. Built for cloud or on-premise environments.