Enterprise-Ready AI & Omnichannel Contact Center Solutions
Upstream Works on Webex Contact Center (UWW) is an omnichannel cloud solution that enhances Webex Contact Center with an enterprise-ready, advanced agent desktop solution. Deliver personalized and convenient CX across all channels and achieve cloud migration flexibility with a consistent agent desktop experience.
Accelerate digital transformation with a flexible cloud solution that seamlessly connects all channels, interactions, data, applications, and CRMs.
Advanced Omnichannel Desktop Solutions for Exceptional CX Across Channels
The UWW advanced Agent Desktop enables consistent and continuous customer interactions by connecting all channels, interactions and context-data. Empower agents to provide exceptional customer experiences with full visibility of the customer journey, Assist knowledge management, and productivity and collaboration tools.
UWW provides a consistent set of tools across all channels, including voice, email, webchat, messaging, co-browse, social, bots, Webex Connect (SMS, WhatsApp, and Messenger), AgentNow, AnyTask, and more.
Customized & Integrated Solutions Across the Enterprise
UWW seamlessly integrates with artificial intelligence (AI), business and industry applications, and CRMs, including Salesforce and Microsoft Dynamics, to meet the needs of complex enterprise environments. Streamline agent workflows and improve the agent experience with easy navigation to third-party applications. Tailor integrations with screen pop, click-to-dial, data chips, data exchange, and more.
AI Guidance and Automated Engagements
Power automated engagements and intelligent agent assistance with the Omni AI Hub and the flexibility to support Upstream Works AI models or third-party AI integrations. The Omni AI Hub powers Agent Assist, a dedicated workspace on the UWW desktop that provides real-time agent guidance and insights during every interaction, like intent, sentiment, conversation summaries, transcriptions and more. Utilize chatbots and email bots to automate workflows, processes and engagements
Simplified Management & Powerful Omnichannel Reporting
Simplify agent and team management with the UWW Supervisor Desktop. UWW provides supervisors with tailored real-time and historical views of agents, teams and queues, empowering them to take swift action and make data-driven decisions.
The Advanced Analytics and Reporting Platform provides real-time and historical omnichannel dashboards for deeper insights and informed decision-making. KPIs include First Contact Resolution (FCR), Customer Effort Score (CES) and Average Handle Time (AHT).