Sold by: Upstream Works
Deployed on AWS
Upstream Works delivers an AI-powered omnichannel contact center solution with a unified agent workspace, real-time AI Agent Assist, seamless business system integrations and advanced analytics to drive CX transformation and operational efficiency.
Overview
Upstream Works delivers an enterprise-grade, AI-powered omnichannel contact center solution that unifies voice and digital interactions within a single agent workspace. The solution enables seamless customer engagement across voice, chat messaging, SMS, email, video, co-browse, social, bots and AgentNow while maintaining full customer journey continuity and seamless integration with business systems and workflows.
Embedded AI-powered Agent Assist provides real-time sentiment analysis, intent recognition, contextual guidance, automated summaries, and workflow automation directly within agent workflows to improve First Contact Resolution, reduce Average Handle Time, and increase operational efficiency. Advanced analytics deliver real-time and historical visibility into customer experience, agent performance, and AI effectiveness.
With over 20 years of CX expertise, Upstream Works helps organizations transform customer engagement through scalable AI-powered automation, unified omnichannel experiences and streamlined contact center operations.
All-in-one contact center solution suites with flexible pricing for contact centers from 25 to 1000+ seats. , Select, Premier and Signature suites , include professional services, support, and ongoing product enhancements, with tailored customer solutions also available.while Ssupportsing voice platforms such as Amazon Connect, Cisco Finesse, and Webex Contact Center.
Contact the Upstream Works Team or authorized reseller partners to learn more about AI-powered omnichannel CX solutions for contact centers of any scale.
Highlights
- AI-powered Agent Assist delivers real-time guidance, sentiment analysis, and automated summaries to improve resolution accuracy, reduce AHT, improve FCR, and operationalize AI within agent workflows.
- Unified omnichannel agent workspace consolidates voice and digital channels with full customer journey visibility, eliminating silos and enabling seamless human-AI collaboration.
- Enterprise-grade analytics and reporting provide real-time and historical CX visibility, AI performance tracking, and support compliance and governance, enabling operational optimization.
Details
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Delivery method
Deployed on AWS
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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 |
|---|---|---|
50-199 Concurrent Users | 50 to 199 Users | $500.00 |
250-499 Select Suite | Voice, email & chat, CRM integration & Analytics & Reporting | $1,421.16 |
250-499 Premier Suite | Voice, email, chat, messaging/SMS, CRM & Call Recording integrations, AI Agent Assist, Analytics & Reporting | $1,517.70 |
250-499 Signature Suite | Voice, email, chat, messaging, SMS, AgentNow, CRM & Call Recording integrations, AI Agent Assist, Agent Assist KM, Analytics & Reporting | $1,905.94 |
Vendor refund policy
Upstream Works does not provide refunds.
Legal
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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
Vendor resources
Support
Vendor support
Upstream Works Standard Support 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 about support for Enterprise Omnichannel solutions. 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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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
Upstream Works AgentNow provides on-demand CX with live video, voice and chat for seamless and
convenient engagements. Customers can quickly connect with agents via a QR code, kiosk or simple
webpage for personalized service and quick resolutions. SaaS offerings: AgentNow or AgentNow AI.
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