Overview
Upstream Works Desktop provides an omnichannel cloud contact center solution that enables organizations to deliver a consistent and effortless customer experience across all channels.
A Unified Agent Desktop The easy to use Agent Desktop unifies all customer interactions across voice, email and web chat channels in one customer view. Increase efficiency and provide better customer experiences with full visibility to all customer related interactions and built in productivity and collaboration tools.
Intuitive Digital Engagements The Upstream Works Desktop brings together email, chat and your choice of voice channel. Get full visibility of the customer journey across all interactions and channels.
Simplified Team Management The Supervisor Desktop provides dynamic management of agents, teams and queues. Gain visibility of omnichannel teams with configurable team behavior. Quickly and easily keep track of all team activity and collaborate with team chat, chat conference and Marquee announcements. Real-time reports and metrics help contact center leaders improve productivity and increase agility.
Fast Deployment & Scalability Get started quickly with the Standard Omnichannel solution and scale, innovate and grow as you are ready.
Contact the Upstream Works Team or authorized reseller partners to learn more about Enterprise Omnichannel solutions for enterprises at any scale.
Supported Voice Platforms Amazon Connect, Cisco Webex Contact Center Enterprise, Cisco Finesse.
Highlights
- Exceptional Engagements with a Unified Desktop. One unified Agent Desktop with productivity and collaboration tools. One customer view with full visibility to all interactions and context-data to personalize engagements.
- Team Communication & Collaboration. Simplify team communications with Marquee announcements/alerts. Collaborate with teams quickly using team chat and conference.
- Real-time Reports & Actionable Insights. Supervisor Desktop with real-time views of channel queues and skill stats. Deeper CX insights with real-time reports and metrics for agents, teams and business dimensions.
Details
Features and programs
Financing for AWS Marketplace purchases
Pricing
Dimension | Description | Cost/12 months |
|---|---|---|
50-199 Concurrent Users | 50 to 199 Users | $500.00 |
200-499 Concurrent Users | 200 to 499 Users | $440.00 |
500-999 Concurrent Users | 500 to 999 Users | $370.00 |
1000+ Concurrent Users | 1000 Users Plus | $350.00 |
50-199 Users Multi-Zone | 50-199 Users Multi-Zone | $800.00 |
200-499 Users Multi-Zone | 200-499 Users Multi-Zone | $620.00 |
500-999 Users Multi-Zone | 500-999 Users Multi-Zone | $560.00 |
1000+ Users Multi-Zone | 1000+ Users Multi-Zone | $510.00 |
UW Environment - Small | Small < 200 Concurrent Users | $73,272.00 |
UW Environment - Medium | Medium < 500 Concurrent Users | $117,624.00 |
Vendor refund policy
Upstream Works does not provide refunds.
Legal
Vendor terms and conditions
Content disclaimer
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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