Upstream Works provides omnichannel cloud contact center solutions that enhance Amazon Connect. A unified agent desktop for voice and digital channels powers context-rich customer interactions and automated workflows. With integrations to business applications and CRMs, simplified team management and reports, and the use of innovative technologies, organizations can increase productivity and personalize engagements. Upstream Works has over 15 years of omnichannel expertise and helps customers accelerate digital transformation, improve experiences, and gain operational efficiency
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.
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
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