Upstream Works Desktop (UWD)
What is Upstream Works Desktop (UWD)?
The Upstream Works Desktop (UWD) is a desktop for digital workers, including contact center agents and back office customer support advisors. Digital workers here means staff who handle customer requests, whether in the contact center or in back-office teams.
Customer service is not limited to the contact center. Back-office teams process claims, applications, orders and cases that start with a customer contact, and they often work in separate systems with little visibility of the original conversation. A desktop designed for both groups gives frontline agents and back-office advisors a common place to work, which makes it easier to pass work between them and keep the customer’s context intact.
For buyers, the main questions are whether front-office and back-office work can be handled in one interface, how well that interface connects with existing business systems and whether it reduces time spent switching between applications. Upstream Works Desktop is a legacy Upstream Works product; for the current platform, see Totalix.
Related: Digital Workers, Back Office, Single Agent Desktop, Totalix.