Discover the right CX solution suite for your business. Upstream Works provides AI and omnichannel contact center software in flexible contact center pricing suites designed to scale with your operations, integrate seamlessly with your systems, and empower agents with human-AI support – enabling faster, smarter and more efficient CX.
Our all-in-one suites are designed for organizations seeking scalable contact center software pricing. Our suites include professional services, support, product enhancements, are monitored by expert teams~, and delivered with predictable, all-in pricing via SaaS or Subscription.
| Select Suite | Premier Suite | Signature Suite | ||
|---|---|---|---|---|
| Customer Engagement | Omnichannel CX | Advanced Omnichannel CX | Advanced Omnichannel CX & Human-AI Engagement | |
| Channels^ | Voice, Email, Chat | Voice, Email, Chat, Messaging/SMS | Voice, Email, Chat, Messaging, SMS, AgentNow (Live Video, Chat, Voice, Screen Share) | |
| Routing | Omnichannel Routing | Smart Omnichannel Routing | Smart Omnichannel Routing & MR PG Routing (optional) | |
| Agent Desktop | Advanced Agent Desktop, Productivity Tools & Omnichannel Interaction Management | Advanced Agent Desktop, Productivity Tools & Omnichannel Interaction Management | Advanced Agent Desktop, Productivity Tools & Omnichannel Interaction Management | |
| AI Agent Assist◊ (Digital) |
– | AI Agent Assist Insights, Sentiment, Intent & Summaries | AI Agent Assist Insights, Sentiment, Intent, Summaries & Agent Expert Assist Knowledge* | |
| Supervisor Desktop | Supervisor Desktop & Real-Time Performance Data | Supervisor Desktop & Real-Time Performance Data | Supervisor Desktop & Real-Time Performance Data | |
| Integrations~~ | CRM Integration | Enhanced CRM Integration & Call Recording Integration | Enhanced CRM Integration & Call Recording Integration | |
| Analytics^^ | Advanced Analytics & Reporting & Real-Time Dashboards | Advanced Analytics & Reporting & Real-Time Dashboards | Advanced Analytics & Reporting & Real-Time Dashboards | |
| Deployment | Cloud (SaaS) or On-Premise | Cloud (SaaS) or On-Premise | Cloud (SaaS) or On-Premise | |
| Redundancy | SaaS: High-Availability Architecture Subscription: Simplex Architecture |
SaaS & Subscription: High-Availability Architecture |
SaaS & Subscription: High-Availability Architecture |
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| Platform Choice | Amazon Connect Cisco Finesse Webex Contact Center Upstream Works Digital Engagement |
Amazon Connect Cisco Finesse Webex Contact Center Upstream Works Digital Engagement |
Amazon Connect Cisco Finesse Webex Contact Center Upstream Works Digital Engagement |
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| Professional Services | Professional Services Engagement, Design & Deployment | Enhanced Professional Services Engagement, Design & Deployment | Comprehensive Professional Services Engagement, Design & Deployment | |
| Updates | Product Enhancements & Release Updates | Product Enhancements & Release Updates | Product Enhancements & Release Updates | |
| Support & Training | UAT & Validation, 24×7 Expert Support & Self-Paced Training |
UAT & Validation, 24×7 Expert Support & Instructor-Led Training |
Extended UAT & Validation, 24×7 Expert Support & Instructor-Led Training |
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| Cost-Effective Predictable Pricing | SaaS or Subscription | SaaS or Subscription | SaaS or Subscription |
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Add On & Extend Your Suite As You Grow
Enhance your CX and contact center capabilities with add-ons as your business evolves. Our platform is designed to scale and evolve with flexible contact center pricing. For more add-ons and recommendations, contact our sales team.
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|---|---|---|---|
| Additional Channels (including Chatbots and Co-browse) | |||
| Advanced Integrations | |||
| Customized Services | |||
| Enhanced AI Options (including Live Call Transcriptions) | |||
| AI Services (including Translations) |
Share a few details about your goals and environment, and we’ll recommend the best suite — with tailored contact center pricing, a clear breakdown of what’s included, and expected outcomes. Make your next CX investment decision with confidence and clarity.
Our team will help you select the suite that fits your business and technical environment.
~Upstream Works SaaS deployments are monitored by Upstream Works and Subscription deployments are monitored by clients or partner teams.
^Premier Suite messaging includes Messenger or WhatsApp or SMS. Usage charges may apply. Signature Suite messaging includes Messenger or WhatsApp. Usage charges may apply.
◊Upstream Works AI Agent Assist and hosting for the Omni AI Hub is included for Premier and Signature tiers. The customer may choose to use different third-party models which would incur additional costs.
*Upstream Works Agent Expert Assist Knowledge Management System is hosted.
~~CRM integration with your CRM, including Microsoft Dynamics, Salesforce, SAP or ServiceNow. Call Recording integration with your Call Recording solution, including Calabrio, Zoom or Verint.
^^Upstream Works Advanced Analytics & Reporting Premium Tier is hosted.
Details are subject to change without notice.