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.

Upstream Works Customer wins, Customer success stories, Case studies

How can Upstream Works optimize your Engagement Management Workflow?

What makes Upstream Works ideal for Social Media Analytics?

How does Upstream Works address your Contact List Management Challenges?

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

Awards

Upstream Works AgentNow Wins Global Travel Tech Award

Upstream Works' AgentNow solution received the 2025 Global Tech Award in the Travel Technology category. Recognized for its innovative, human-AI service model, AgentNow offers instant, personalized traveler support via chat, voice, or video. It enhances travel experiences by providing seamless interactions and operational insights, supporting global scalability and integration across travel ecosystems.

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Product

Optimize AI, Video Engagements & Webex Contact Center

Upstream Works introduces new features for contact centers, enhancing AI optimization and personalized customer experiences with Webex Video solutions. The new platform offering, Upstream Works on Webex Contact Center (UWW), is highlighted in an upcoming demo webinar.

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Product

Announcing AgentNow Cloud Suite for Instant CX Built to Fit Your Business

Upstream Works has launched the AgentNow Cloud Suite, a new cloud-based solution designed for instant customer experience (CX) tailored to business needs. The suite includes AgentNow Video CX, AgentNow on Azure, and AgentNow on Webex, supporting omnichannel engagement, AI-driven automation, and seamless integration with platforms like Amazon Connect, Cisco Enterprise, and Webex Contact Center.

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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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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