Upstream Works Overview

Upstream Works tackles the challenge of enhancing customer and agent interactions within enterprise contact centers. By leveraging AI and omnichannel capabilities, it addresses the common pain points of disjointed communication channels and inefficient agent workflows. The solution integrates seamlessly across various platforms, ensuring that agents have the tools needed to provide consistent and effective customer service. This reduces the complexity of agent desktops and enables intelligent self-service options, leading to improved customer satisfaction. Additionally, the platform offers robust analytics and reporting features, empowering businesses to make data-driven decisions and optimize their contact center operations.

Use Cases

Customers recommend Engagement Management, Social Media Analytics, Contact List Management, as the business use cases that they have been most satisfied with while using Upstream Works.

Other use cases:

  • Collaboration
  • Workflow Management
  • Customise Loyalty Program
  • Measuring Customer Satisfaction
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Business Priorities

Acquire Customers and Enhance Customer Relationships are the most popular business priorities that customers and associates have achieved using Upstream Works.

Other priorities:

  • Improve Efficiency
  • Enter New Markets Internationally Or Locally
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Upstream Works Use-Cases and Business Priorities: Customer Satisfaction Data

Upstream Works works with different mediums / channels such as Omnichannel.

Upstream Works's features include Personalization. and Upstream Works support capabilities include 24/7 Support, AI Powered, Email Support, etc. also Upstream Works analytics capabilities include Custom Reports, and Analytics.

Upstream Works offers omnichannel contact center solutions designed to enhance agent and customer experiences. Enterprise-ready and agent-first desktop tools are provided.

Comprehensive Insights on Upstream Works Use Cases

What Are the key features of Upstream Works for Engagement Management?

How can Upstream Works enhance your Social Media Analytics process?

What benefits does Upstream Works offer for Contact List Management?

Case Studies

Insurance

CASE STUDY A prominent Health Insurance provider

A health insurance provider wanted to improve service across channels. Agents needed to access information from many systems to answer member questions. Upstream Works for Finesse gave agents a singl...e desktop for all channels and unified data. This made it easier for agents to help members and improved agent productivity and retention. The company eliminated 250,000 calls per month with the new solution.

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Human Resources

CASE STUDY Paychex

Paychex wanted to improve its customer service and update its phone system. They needed to offer more digital options for their clients. Paychex chose Upstream Works for Finesse for its omnichannel s...upport. The solution let agents help customers on many channels like phone, email, chat, and SMS. Paychex saw better agent experiences and more efficient work. They plan to use the solution for all their service staff and keep adding new features.

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Telecommunications

CASE STUDY Large Telecom Provider

A large telecom provider had three business units, each with separate communication channels. This caused problems with service consistency and made agents' jobs harder. Upstream Works for Finesse ga...ve agents a single desktop for all channels and integrated customer care and survey apps. Now, customers get the same service on any channel. The company removed silos, improved efficiency, and gained better reporting across the business.

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Retail

CASE STUDY Origami Owl

Origami Owl wanted to give great customer service and help their agents do better. They chose Upstream Works for Finesse to manage phone and email in one place. This made it easier for agents to help... customers and see all their work. Origami Owl saw a 97% drop in wait times and a 35% drop in transaction costs. They also became more productive. The company plans to keep improving with more features in the future.

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Banking

CASE STUDY Progressive Credit Union

Progressive Credit Union wanted to improve service levels and efficiency across all channels. Members wanted personalized help on any channel. Agents needed easy access to information from ten differ...ent systems. Upstream Works for Finesse integrated all applications for agents. This gave agents instant access to important information. The credit union improved service, efficiency, and planned for growth.

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Automotive

CASE STUDY Mitchell 1

Mitchell 1 had a complicated and outdated system. It was hard to make changes and did not have good reporting. They chose Upstream Works for Finesse for phone and email, with Cisco Dialer and Mediase...nse integrations. The new system gave them a unified agent desktop and better reporting. They saw a 66% improvement in average speed of answer and an 80% reduction in abandoned calls.

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Upstream Works Features

  • Low
  • Medium
  • High
FEATURE RATINGS AND REVIEWS
AI Powered

2.93/5 ★

Read Reviews (1)
Custom Reports

4.32/5 ★

Read Reviews (12)
Analytics

4.26/5 ★

Read Reviews (9)
CAPABILITIES RATINGS AND REVIEWS
AI Powered

2.93/5 ★

Read Reviews (1)
Custom Reports

4.32/5 ★

Read Reviews (12)
Analytics

4.26/5 ★

Read Reviews (9)

Software Failure Risk Guidance

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for Upstream Works

Top Failure Risks for Upstream Works

Upstream Works Software Ltd. News

Product

Upstream Works Announces Advanced Analytics & Reporting

Upstream Works has introduced customizable dashboards with advanced analytics and reporting capabilities for its enterprise contact center solutions. The new features enable organizations to gain deeper insights into omnichannel customer interactions, optimize agent performance, and drive data-driven decision-making across platforms like Amazon Connect, Cisco Enterprise, and Webex Contact Center.

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Awards

Upstream Works AgentNow Recognized for CX Innovation

Upstream Works received the CUSTOMER2025 Product of the Year Award for their innovative solutions in customer experience and automation.

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Awards

Upstream Works Agent Assist Receives AI Excellence Award

Upstream Works Agent Assist Receives AI Excellence Award

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Awards

Upstream Works Named Best Contact Center Software Developer in Canada

Upstream Works has been recognized as the best contact center software developer in Canada.

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Upstream Works Software Ltd. Profile

Company Name

Upstream Works Software Ltd.

Company Website

https://www.upstreamworks.com/

HQ Location

7777 Weston Rd, 1000, Woodbridge , Ontario L4L0G9, CA

Employees

11-50

Social

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Financials

PRIVATE