Powerful & Connected Contact Center Solutions
Our enterprise contact center solutions seamlessly integrate with third-party applications to unify systems, data, and insights. Our contact center software integrations enrich customer information and make it accessible across the enterprise to elevate every customer interaction.
Improve Efficiency with Seamless & Extensive Integrations
The Upstream Works system can be integrated with multiple backend applications, enhancing their functionality with screen pop, click-to-dial, data exchange, and more. Increase agent effectiveness with one-click access from the Upstream Works Desktop to multiple business applications and CRM systems. Streamline workflows for faster and more efficient resolutions.
Flexible CX Integrations for Complex Enterprise Environments
Make the Upstream Works solutions work for your contact center, no matter the size, industry or geography. Whether your business has complex software integrations or requires a tailored approach, our flexible integration strategy enables organizations to integrate best-of-breed applications, including open SaaS, on-premise and cloud applications.
Optimize the Agent Experience with a Unified Contact Center Desktop
Unify all your systems and processes with the Upstream Works unified desktop view. Agents will have quick and easy access to all customer information with robust capabilities at their fingertips, including click-to-dial, application screen pop and data exchange between applications, leading to more efficient, productive and informed engagements.
With all your data and systems together in one view – including CRM contact center integrations, call recording platforms, scheduling systems, vertical and legacy applications, AI applications, and more – it’s easy to maximize the value of your enterprise contact center solutions and provide AI-powered agent assistance and insights for personalized customer experiences.
Integrate Voice & Digital Channels for a True Omnichannel Approach
Customers may reach out across multiple channels when engaging with a brand. Whether on social media, chat, phone, or interacting with a bot, their issues must be handled effectively.
With Upstream Works, omnichannel integration means providing a channel-less experience. Key Performance Indicators (KPIs), reports and analytics give contact centers accurate and predictive measurements of channel activity and performance. Upstream Works combines all channels, interactions and applications across all lines of business.
Start with the channels you need and add others when you’re ready. Voice, Email, Webchat, SMS, Messaging, Social, Video, Co-browse, Bots, Conversational AI, and more are supported and readily available for a seamless customer experience.
Powerful Integrations & Flexible Deployment Options
Integrate once for all your digital channels – now or in the future – and start with what you need and grow at your own pace. The Upstream Works integration toolkit includes a comprehensive set of APIs and connectors to allow third-party applications to hook into our product easily.
Application screen-pop can be configured for any business system, including current or legacy business applications, local, web or virtual. Upstream Works’ enterprise contact center integrations provide maximum flexibility to achieve business goals in your own timeframe, no matter how complex or varied.
You choose the channels and application integrations that you need. Flexible deployment models allow you to simply pick a redundancy option and SQL model that aligns with your requirements and budget. With Upstream Works, you always have a choice.