What is Upstream Works?
Equip your agents with a modern desktop that is tailored to adapt to evolving customer expectations, enabling them to provide personalized, impactful, and efficient service. Upstream Works offers desktop solutions designed for seamless omnichannel experiences that can significantly enhance customer interactions. The unified agent desktop features robust productivity tools and comprehensive visibility across all communication channels and applications to elevate customer experience (CX) and first contact resolution (FCR). Enjoy the versatility of multiple engagement avenues, including voice, email, web chat, messaging, video, social media, co-browsing, bots, and conversational AI, among others. Additionally, the system can integrate seamlessly with any AI, business application, or CRM platform to optimize workflows and boost agent efficiency. By leveraging real-time and historical omnichannel dashboards and reports, including metrics such as FCR, customer effort score (CES), and bot analytics, businesses can drive improved outcomes. This comprehensive approach ensures that agents are well-equipped to meet the diverse needs of customers in a fast-paced environment.
Integrations
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Company Facts
Company Name:
Upstream Works
Date Founded:
1995
Company Location:
Canada
Company Website:
www.upstreamworks.com
Product Details
Deployment
SaaS
Training Options
Online Training
Support
Standard Support
Web-Based Support
Product Details
Target Company Sizes
Individual
1-10
11-50
51-200
201-500
501-1000
1001-5000
5001-10000
10001+
Target Organization Types
Mid Size Business
Small Business
Enterprise
Freelance
Nonprofit
Government
Startup
Supported Languages
English
Upstream Works Categories and Features
Contact Management Software
Activity Management
Appointment Management
Contact Database
Contact History
Contact Import/Export
Customer Pipeline
Email Marketing
Group Management
Interaction Tracking
Lead Management
Prospecting Tools
Sales Pipeline Management
Search / Filter
Segmentation
Shared Contacts
Social Media Integration