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    Upstream Works Desktop - Cloud Contact Center for Enterprise

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    Upstream Works Desktop is an enterprise-ready cloud contact center solution. The omnichannel agent desktop unifies all customer interactions and channels with full visibility and context-data, empowering agents to provide more personalized customer engagements.
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    Upstream Works Desktop - Cloud Contact Center for Enterprise

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    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

    Delivery method

    Pricing

    Upstream Works Desktop - Cloud Contact Center for Enterprise

     Info
    Pricing is based on contract duration. You pay upfront or in installments according to your contract terms 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.

    12-month contract (17)

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    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

    Upon subscribing to this product, you must acknowledge and agree to the terms and conditions outlined in the vendor's End User License Agreement (EULA) .

    Content disclaimer

    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.

    Usage information

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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.

    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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