Upstream Works

Security and Compliance

Enterprise-Class Security

Upstream Works helps to protect your contact center and customer data with the highest levels of security across applications, systems, assets, and infrastructure. We use best-practice tools, procedures and controls to maximize security, both on-premise and in the cloud.

We regularly engage with third-party security experts for penetration tests to evaluate the security of our system. Businesses around the globe rely on Upstream Works to protect their contact center data.

SOC 2

Type 1 Certified

SOC 2 Type 1 Certified; Type 2 Certification is targeted for Q1 2023

Penetration

Testing

Penetration testing is based on OWASP and NIST SP 800-115 security testing

AWS

FTR

Upstream Works cloud solutions follow the AWS FTR framework to protect data and systems

GDPR

Upstream Works solutions allow users to follow General Data Protection Regulation (GDPR) principles

Upstream Works Data Management and Security

Upstream Works provides omnichannel contact center software that is designed to provide an optimal customer experience. It does not store customer profile records itself. However, it does maintain interaction records which identify customers in terms of pertinent information that enables great CX, including channel of contact, reason for the contact, and other information the contact center deems to be useful. The desktop and routing platform can also track repeat contact behaviors and help identify potential fraud.