Sold by: Upstream Works
Upstream Works Assist knowledge management is a centralized knowledge base that can be utilized by agents to provide customers with accurate and consistent resolutions. With Super Search functions, NLP and smart navigation, Assist offers excellent content findability and contextual suggestions
Overview
Upstream Works Assist knowledge management is a centralized knowledge base that can be utilized by agents across the enterprise to provide customers with fast, accurate and consistent resolutions. With Super Search functions, Natural Language Processing (NLP) and smart navigation, Assist offers excellent content findability and contextual content suggestions. Organize and present the knowledge base to suit your needs with a combination of Articles and Article Variants, Decision Tree Visualization, Collections, and Publications. Assist provides a rich set of reports and analytics for insights into article usage and knowledge gaps. Reports include real-time dashboard and statistics, comprehensive performance reports, robust filtering and drill-down options, and search effectiveness and feedback statistics. Expert Assist provides agents with an internal knowledge portal that can be accessed directly through Upstream Works for Amazon Connect (UWA), giving agents informative content to resolve issues quickly. Collaboration tools allow users to offer feedback and suggest improvements. Customer Assist offers an intuitive self-service option through an external knowledge portal that can be accessed by customers directly through an FAQ-style webpage. Contact the Upstream Works Amazon Team or authorized reseller partners to learn more about Upstream Works Customer Assist. Upstream Works for Amazon Connect is a requirement for Upstream Works Assist knowledge management
Highlights
- Upstream Works Assist is an AI-powered knowledge base that utilizes Super Search functions and Natural Language Processing (NLP) to provide excellent content findability and contextual content suggestions.
- Tailor knowledge content with article variants for multi-brand and global setups. Optimize knowledge content by channel and easily improve content with rich media attachments, hyperlinks, images, templates, filters, prioritization and more
- Assist Reports and Analytics provide contact centers with insight into article usage and knowledge gaps. Reports include real-time dashboards, performance reports, and feedback statistics.
Details
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Delivery method
Deployed on AWS
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Features and programs
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AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
Pricing
Pricing is based on the duration and terms of your contract with the vendor. This entitles you to a specified quantity of use for the contract duration. If you choose not to renew or replace your contract before it ends, access to these entitlements will expire.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
Dimension | Description | Cost/12 months |
|---|---|---|
Assist-Concurrent Agent | Expert Assist - per Concurrent Agent | $200.00 |
Assist - Storage per GB | Assist - Storage per GB | $660.00 |
UW Assist - URLs | UW Assist - URLs | $4,400.00 |
Non UW Desktop Access | 3600 Concurrent Assist Accesses per Hour | $24,200.00 |
Employee Assist | Per 100 Named Users | $38.50 |
Dimensions summary
This listing bills across five separate dimensions you combine to fit your setup. You pay per concurrent agent for Expert Assist, so cost scales with agents active at once. Storage is billed per GB, and content sources are billed per URL. Non-UW desktop access supports 3,600 concurrent Assist accesses per hour. Employee Assist is priced per 100 named users. These are independent usage-based components, not tiers. Each scales on its own metric, letting you size storage, access volume, agent counts, and user counts to match your contact center's knowledge management needs.
Top-of-mind questions for buyers
A concurrent agent is any agent actively signed in and using Expert Assist at the same moment, not your total agent headcount. You are billed for the number of agents active at once, so peak simultaneous usage sets this figure, not the size of your full roster.
All five dimensions bill independently and appear together. Concurrent agent counts often drive cost for busy centers with many simultaneous logins. Storage per GB grows with the size of your content library. URL count reflects sources indexed. Named-user counts scale in blocks of 100 for Employee Assist.
This dimension supports Assist access from desktops outside the Upstream Works environment. It allows up to 3,600 concurrent Assist accesses per hour. Use it when agents reach the knowledge base from a third-party or non-Upstream Works desktop rather than the native Upstream Works workspace.
www.upstreamworks.com
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Upstream Works does not provide refunds
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Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.
Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Resources
Support
Vendor support
Upstream Works Standard Support for Upstream Works Agent Expert Assist is provided by Upstream Works. Our team of professionals are ready to answer your questions and resolve issues quickly, efficiently and painlessly. Phone support is provided for Severity 1 issues and email support for all other items. Professional Services must be purchased through Upstream Works. Contact us to learn more about support for Upstream Works Assist knowledge management system. support@upstreamworks.com
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
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