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Upstream Works delivers on the omnichannel promise with a connected, consistent and continuous customer experience (CX) across channels. Our integrated omnichannel desktop offers automated workflows, interaction management, productivity tools, and AI orchestration, allowing clients to provide exceptional agent and customer experiences.
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Upstream Works brings all channels into the contact center, including voice, email, webchat, messaging, video, co-browse, social, bots, AgentNow, AnyTask, and more, providing consistent, connected and continuous CX. Customers have a unified experience, no matter how they contact you.
The omnichannel desktop combines productivity tools, knowledge management, AI-powered agent assistance, and seamless integrations, empowering agents to deliver personalized CX and faster resolutions.
Automate workflows and optimize the customer experience with AI-powered Agent Assist for real-time insights, guidance and intelligent customer self-service.[/vc_column_text][vc_btn title=”REQUEST A DEMO” style=”outline-custom” outline_custom_color=”#0878be” outline_custom_hover_background=”#0878be” outline_custom_hover_text=”#ffffff” shape=”square” size=”lg” align=”left” css=”” link=”url:%2Fdemo%2F”][/vc_column_inner][vc_column_inner width=”1/2″][vc_single_image image=”87974″ img_size=”Medium” css=””][vc_column_text css=”” el_class=”text”]
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Exceptional omnichannel customer experiences require communication options on your customers’ terms – with their choice of channel. A true omnichannel contact center consistently delivers services to customers across all channels, no matter where their customer journey takes them.
Our scalable web-based architecture is flexible and easy to deploy. Leverage your existing infrastructure with seamless integration capabilities for a lower total cost of ownership and elevated CX.[/vc_column_text][/vc_column][/vc_row][vc_row full_width=”stretch_row” css=”.vc_custom_1615824713110{background-color: #ffffff !important;}” el_class=”smartArea”][vc_column width=”1/2″][vc_column_text css=”.vc_custom_1762359364185{margin-top: -20px !important;padding-right: 30px !important;}”]
Upstream Works provides omnichannel customer experience capabilities for Cisco Finesse, Webex Contact Center, Amazon Connect, and Digital Solutions for back office and digital workers across the enterprise.
With Upstream Works, you can leverage your existing technology and extend functionality, value and ROI.[/vc_column_text][vc_btn title=”LEARN MORE” style=”outline-custom” outline_custom_color=”#0878be” outline_custom_hover_background=”#0878be” outline_custom_hover_text=”#ffffff” shape=”square” size=”lg” css=”” link=”url:%2Fplatforms%2F”][/vc_column][vc_column width=”1/2″][vc_single_image image=”73760″ img_size=”full” style=”vc_box_rounded” css=”.vc_custom_1731010953125{padding-left: 30px !important;}”][/vc_column][/vc_row][vc_row full_width=”stretch_row” css_animation=”none” css=”.vc_custom_1762376785667{margin-top: -35px !important;background-image: url(https://www.upstreamworks.com/wp-content/uploads/2025/10/UpstreamWorks-Abtract-Tech-Connectors-251029.webp?id=92801) !important;}”][vc_column width=”1/2″][vc_single_image image=”93020″ img_size=”full” alignment=”right” css=”.vc_custom_1762358815460{padding-right: 30px !important;}”][/vc_column][vc_column width=”1/2″][vc_column_text css=”” el_class=”text”]
Bring all your data together with seamless integrations to channels, AI, business applications, and CRM systems. Extend the value of investments, reduce training time and increase productivity.
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Upstream Works Omni AI Hub is a centralized framework and suite of AI orchestration capabilities that allow on-premise and cloud contact centers to operationalize their choice of AI, accelerate innovation, and enable contact center automation. Omni AI Hub powers virtual customer self-service and real-time agent assistance and features AI flexibility, AI Messaging Link, Agent Assist, Assist Knowledge, and Performance Analytics.
The Omni AI Hub provides contact centers with the flexibility to choose their AI, including Upstream Works AI models, operating on-premise and cloud (VPC), and third-party AI providers, to quickly augment productivity and gain efficiency.
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Upstream Works Assist is an AI-enabled contact center knowledge management system that provides agents and customers with accurate and informed answers. Collaborative content helps agents quickly find the right information, while FAQ-style self-service lets customers resolve issues independently. With Super Search and Natural Language Processing, Assist offers fast and easy content discovery and contextual suggestions. When integrated with AI-powered Agent Assist, Assist knowledge provides real-time guidance and contextual insights to help agents resolve issues efficiently and accurately.[/vc_column_text][vc_btn title=”LEARN MORE” style=”outline-custom” outline_custom_color=”#0878be” outline_custom_hover_background=”#0878be” outline_custom_hover_text=”#ffffff” shape=”square” size=”lg” css=”.vc_custom_1762376935248{margin-bottom: 30px !important;}” link=”url:https%3A%2F%2Fwww.upstreamworks.com%2Fproducts%2Fassist-knowledge”][/vc_column][/vc_row][vc_row full_width=”stretch_row” css=”.vc_custom_1762356300384{margin-bottom: 50px !important;background-color: #ffffff !important;}”][vc_column width=”1/2″][vc_column_text css=”.vc_custom_1762356305298{padding-right: 30px !important;}”]
Upstream Works provides flexible reporting to optimize performance. Access actionable information, how and when it’s needed. Our omnichannel contact center solutions include a rich set of standard historical reports and real-time statistics across all channels
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