Upstream Works on Webex Contact Center (UWW)
What is Upstream Works on Webex Contact Center (UWW)?
Upstream Works on Webex Contact Center (UWW) is an omnichannel cloud contact center solution that enhances Webex contact center with an enterprise-ready, agent-first desktop solution.
Webex Contact Center is Cisco’s cloud contact center service, providing routing, channels and core agent capabilities. Organizations that run it sometimes add a separate agent desktop to give agents a fuller workspace suited to enterprise operations with many channels, business applications and teams. Upstream Works on Webex Contact Center was built for this purpose, as an agent-first desktop that enhances Webex Contact Center.
An agent-first approach starts with what the agent needs to resolve an issue: customer context, interaction history, the right channels and access to business systems, all in one view. When evaluating a desktop for a cloud contact center, buyers usually look at channel coverage, integration with CRM and other systems, supervisor tools and how easily the desktop can be configured. UWW is a legacy Upstream Works product; for the current platform, see Totalix.
Related: Cloud Contact Center Software, Omnichannel Agent Desktop, Upstream Works on Finesse (UWF), Totalix.