Upstream Works on Amazon Connect
AI-Powered Omnichannel Engagement
Modernize Contact Centers with AI-Powered Omnichannel CX
Upstream Works on Amazon Connect (UWA) is an AI-powered omnichannel cloud contact center solution for mid-market and large enterprises at any scale. Upstream Works extends Amazon Connect and unifies voice and digital channels in a single agent workspace with embedded real-time AI assistance, knowledge, seamless integrations, human-AI continuity, analytics and reporting to improve performance and operational visibility.
Get Started with Upstream Works on Amazon Connect
UWA Standard Omnichannel Solutions
UWA offers a fast deployment model with Amazon Connect voice and Upstream Works email and chat channels. Get started quickly and scale and grow your solution to suit the changing needs of your customers. UWA Standard Solutions are now available on Amazon Marketplace.
UWA Enterprise Omnichannel Solutions
UWA Enterprise omnichannel solutions seamlessly integrate Amazon Connect voice with Upstream Works digital channels, business applications and CRMs. Tailor UWA to meet your dynamic business needs. Start with a discovery session and demo with Upstream Works and our reseller partners.
Increase Productivity with Human-AI Customer Engagements
UWA provides a feature-rich omnichannel Agent Desktop that unifies all customer interactions across Amazon Connect voice and Upstream Works digital channels. Call center agents are empowered with productivity tools, team collaboration, AI-powered Agent Assist and Assist knowledge management, CX journey visibility, and Amazon Connect to provide personalized and meaningful customer experiences.
- Boost productivity and reduce Average Handle Time (AHT)
- Increase First Contact Resolution (FCR)
- Improve Customer Satisfaction (CSAT)
Omnichannel Flexibility & Effortless Engagements
Upstream Works seamlessly integrates Amazon Connect voice with the intuitive UWA Agent Desktop that provides omnichannel flexibility with Upstream Works digital channels for consistent handling of all customer interactions.
- Receive, consult and transfer Amazon Connect voice calls
- Upstream Works digital channels include email, chat, messaging, video, co-browse, social, bots, AgentNow, and more
- Effortless customer self-service and meaningful assisted service
Streamlined Workflows & Seamless Integrations
Streamline workflows with seamless integrations and one-click screen pop access to third-party business and contact center applications, artificial intelligence (AI) applications, and CRM systems like Microsoft Dynamics and Salesforce.
- Integrated agent desktop improves employee experience
- AI-powered Agent Assist provides real-time agent guidance and insights
- Automated and streamlined workflows improve processes
- Remove data silos between the front office, back office and contact center
Real-Time Team Management & Collaboration
UWA is optimized for call centers with easy setup and management of users, teams and roles, and omnichannel reports, metrics and analytics. The UWA Supervisor Desktop empowers managers with real-time and historical views and reports of agents, teams and queues.
- Enhanced Supervisor Desktop for simplified management of users, teams and roles
- Real-time, daily and historical stats and views
- Discover data-driven insights with reports and metrics of agents, customers and overall contact center performance
Optimize CX with Upstream Works Assist Knowledge Management
With UWA, contact centers have the option to add Upstream Works Assist knowledge management for quick and accurate resolutions. Upstream Works Assist knowledge management offers contextual knowledge and super search functions, enabling consistent service while empowering customers with effective self-service options. Assist Knowledge connects to the Agent Assist panel to provide real-time agent guidance, automating the delivery of templates and knowledge articles.
- Fast search powered by Natural Language Processing (NLP), smart navigation, and AI for excellent content findability
- Rich media, guided content and optimized workflows
- Real-time and scheduled performance reports provide statistics, feedback and insights
Find Upstream Works Assist Knowledge Management on the AWS Marketplace here.
Innovate, Scale & Grow in the Cloud
UWA is hosted on Amazon Web Services' data centers. It is fast to deploy and no development is required. This means organizations can get started quickly with the flexibility to scale and grow to meet business and customer needs.
- Enterprise-grade, cloud contact center solution
- Fast deployment models
- Flexible and scalable
View our Architecture Diagram to learn more.
Talk to Our AI & CX Experts
Explore transformative CX and omnichannel contact center solutions, powered by AI and human expertise and built for cloud or on-premise environments.