Upstream Works Achieves Highest ‘Hot Vendor’ Rating in Ventana Research 2013 Agent Desktop Managements Value Index

Upstream Works Achieves Highest “Hot Vendor” Rating in Ventana Research 2013 Agent Desktop Management Value Index

UpStart Contact Center Agent Ranked the #1 Agent Desktop

Vaughan, ON (June 28, 2013) — Upstream Works Software, the leading provider of Business Interaction Management software, has been ranked by Ventana Research, a leading benchmark and research advisory firm, as the top vendor in the 2013 Value Index for Agent Desktop Management. Upstream Works secured the top position in a weighted evaluation for the UpStart Contact Center Agent application which was researched in the year long market and product study.

Interactions make up the substance of every customer relationship, and define how and where a company should allocate its resources to increase customer life time value and to decrease operational costs.  UpStart Contact Center Agent desktop enables agents to work both more efficiently and more effectively.

“Ventana Research does an excellent job of really evaluating the products they review, and this ranking is a tribute to the product team here at Upstream Works,” said President, Rob McDougall.  “I strongly believe that providing excellent customer service can be the most cost effective, profitable option, and this recognition validates our solutions and ability to deliver market leading, relevant applications.”

“Upstream Works continues to provide great value with the UpStart Contact Center Agent Desktop. Its number one ranking and Hot Vendor status in our Value Index illustrates how Upstream Works continues to work at the forefront of customer experience management,” said Richard Snow Research Director at Ventana Research. “By simplifying work flow and providing full interaction history and context across multiple channels, agents are better able to meet the increasingly complex demands of the modern contact center.”

The Ventana Research Agent Desktop Management Value Index is an analytic representation of the assessment of how well vendors’ offerings meet buyers’ requirements for software that enables and support Agent Desktop Management.  Visit to download the Executive Summary.

About Upstream Works

Upstream Works’ solutions connect the customer experience to every aspect of your contact center performance. They provide a complete suite of agent and management tools to improve efficiencies and revenues, capturing the entire set of data needed to understand exactly how customers interact with your business on every customer contact channel. With an Upstream Works solution you get a total view of customer experience, agent performance and contact center efficiency. The quality and accuracy of the Upstream Works data lets you easily move from summarized Key Performance Indicators to individual customer contacts, which are linked to recordings, survey results and other records of customer experience. Find out more at

About Ventana Research

Ventana Research is the most authoritative and respected benchmark business technology research and advisory services firm. We provide insight and expert guidance on mainstream and disruptive technologies through a unique set of research-based offerings including benchmark research and technology evaluation assessments, education workshops and our research and advisory services, Ventana On-Demand. Our unparalleled understanding of the role of technology in optimizing business processes and performance and our best practices guidance are rooted in our rigorous research-based benchmarking of people, processes, information and technology across business and IT functions in every industry. This benchmark research plus our market coverage and in-depth knowledge of hundreds of technology providers means we can deliver education and expertise to our clients to increase the value they derive from technology investments while reducing time, cost and risk.

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Upstream Works Company Contact:

Media Relations – 1 800 808 5220 ext. 365

 Ventana Research Company Contact:  

Mendeil Bailey – 925-242-2418