Upstream Works on Amazon (UWA)
What is Upstream Works on Amazon (UWA)?
Upstream Works on Amazon Connect (UWA) is an omnichannel cloud contact center solution that seamlessly integrates with Amazon Connect Voice to enhance its capabilities, channels, and integration options. The enterprise contact center software enables better experiences for customers, agents and leadership.
Amazon Connect is Amazon Web Services’ cloud contact center service. UWA works alongside Amazon Connect voice, adding further channels and integration options and bringing them together in one solution for agents, customers and contact center leaders.
The general approach of extending a cloud contact center platform, rather than replacing it, is common. Organizations keep the platform’s telephony and routing while adding an omnichannel agent desktop, digital channels and connections to CRM and business systems. When assessing this kind of solution, buyers usually look at how voice and digital contacts are unified for agents, how customer context is shared across channels, how the solution fits existing integrations, and what reporting is available to leaders. Upstream Works’ current platform, Totalix, includes an edition for Amazon Connect.
Related: Amazon Connect, Amazon Connect agent desktop, Cloud contact center software, Totalix (the current platform).