Supporting your customers across their entire journey with your brand starts with a connected, personalized and continuous customer experience on every channel. The Upstream Works agent desktop seamlessly connects with Webex Video to power real-time engagements with smooth escalations and continuous conversations.
The Upstream Works agent desktop and Unified Digital Messaging (UDM) Smart Chat leverages the Webex Meetings Video API to support video agents and improve customer experiences. Customers can launch a video session from their mobile or desktop, and easily move from a chat to a chat with audio or a chat with video for a continuous conversation and faster resolutions. The video is displayed in the Upstream Works Virtual Agent Portal (VAP) workspace on the agent desktop, ensuring the video is easily accessible to maximize agent efficiency.
The intimacy of a face-to-face interaction improves CX outcomes in virtually any industry: