Tailored Omnichannel Contact Center Solutions & Deployment Flexibility
Upstream Works omnichannel contact center desktop solutions are available on the platform of your choice, including Amazon Connect, Cisco and Webex contact centers and digital-only desktop solutions for the contact center and back office.
Upstream Works on Amazon Connect
Upstream Works on Amazon (UWA) is an enterprise-ready cloud-based contact center solution that enhances Amazon Connect with a unified desktop, digital channels, and the flexibility to scale up or down as needed.
Upstream Works on
Cisco Enterprise
Upstream Works on Finesse (UWF) is a flexible AI and omnichannel solution that enhances Cisco Finesse with streamlined workflows and seamless interactions for personalized CX and fast resolutions.
Upstream Works on
Webex Contact Center
Upstream Works on Webex contact center (UWW) is an advanced omnichannel cloud desktop solution that enables personalized CX at scale. UWW is enterprise-ready, fast to deploy, reliable, scalable, and secure.
Upstream Works
Digital Solutions
Upstream Works Desktop (UWD) is a digital solution for Contact Center and Back Office operations. It can operate as a standalone solution or connect with other Upstream Works solutions, including UWA, UWF, and UWW.
AI-Powered Agent Guidance &
Effortless Customer Self-Service
Reinvent your contact center and tailor the customer experience (CX) on the platform of your choice. Upstream Works’ advanced AI and omnichannel contact center solutions enable organizations to accelerate innovation and digital transformation with effortless customer self-service, AI-powered agent guidance, context-rich interactions, personalized engagements, and increased agent productivity.
Upstream Works Omni AI Hub is a centralized framework and suite of AI capabilities that orchestrate AI to power real-time agent guidance and insights and virtual customer self-service. On-premise and cloud contact centers can operationalize their choice of AI, including Upstream Works AI models and third-party AI providers, to accelerate innovation and enable automation.
Flexible Omnichannel Solutions for
Better Customer Experiences
Accelerate CX transformation with Upstream Works omnichannel contact center solutions. Empower your organization to deliver personalized engagements across any channel with an enterprise-ready solution for in-office or virtual contact centers.
Exceed customer expectations and build long-term business value with cross-channel engagements on all channels, including Voice, Email, Webchat, SMS, Messaging, Video, Co-browse, Social, Bots, AgentNow, AnyTask, and more.
Seamless Integrated Desktop for Every Channel & Interaction
The Upstream Works Agent Desktop connects customer interactions with real-time visibility, AI-Powered Agent Assist, productivity tools, collaboration features and Assist knowledge management. Streamline workflows and improve agent productivity with human-AI engagements, interconnected data and systems, and centralized reports and analytics.
Our scalable, web-based architecture is flexible and easy to deploy. Enhance your on-premise or cloud contact center platform with advanced productivity and seamless integration capabilities for a cost-effective solution with a rapid ROI.
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Real-Time Analytics for Performance & Productivity
Gain valuable insights into contact center performance with powerful real-time and historical dashboards. Role-based dashboards and rich data visualizations offer easy-to-view key metrics and trends across customer experience, agent performance, and operational efficiency.
Interactive dashboards make it easy to spot issues, track progress and take timely action. Whether monitoring live performance or reviewing historical data, you’ll gain the insights needed to drive meaningful improvements
