1. technology and computing
2. enterprise technology
3. customer relationship management

We believe the most
effective customer care
resolves the customer’s
concern on the first
contact.
UPSTREAM WORKS
Upstream Works delivers contact center
solutions and customer experience analytics
that reduce costs and improve customer
retention.
From agent desktop to analytics and contact
center automation, we provide companies with
the omnichannel insight and tools they need
to simplify the agent experience, successfully
improve First Contact Resolution, and manage
the customer experience.
We provide organizations across a number
of industries with visibility, accountability and
control over all customer interactions regardless
of source: phone calls, email, SMS, Chat, IVR /
web self-service, and social media.
Our solution allows agents to view:
What is driving customer contact traffic
How to reduce repeat contacts
How to right-channel customer interactions
How to improve customer satisfaction
How to identify broken processes which are
important to the customer experience
How to improve the efficiency of the contact
center
Upstream Works uses interaction management
as a way to simplify and understand the entire
customer experience. Our solutions reflect
our core philosophy that providing the best
customer service is the most cost-effective and
profitable option for any company.
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© 2015 Upstream Works. All rights reserved.
Our Solutions
UPSTREAM WORKS FOR FINESSE
OMNICHANNEL
UWF Omnichannel provides a single
omnichannel smart agent desktop that
enhances Cisco Finesse with easyto-use gadgets that are designed
to improve the agent, business and
customer experience. UWF Omnichannel
integrates with your existing web-based
client/server or agent desktop/CRM
applications to maintain business value.
UPSTREAM WORKS FOR FINESSE
VOICE
UWF Voice is a cost-effective, easyto-use customer contact solution that
includes all the interaction management
features of UWF Omnichannel in a voiceonly configuration. Add seats quickly and
easily when needed, or expand existing
seats to full UWF Omnichannel to
address other customer communication
channels such as email, chat, SMS and
social media interactions.
UPSTART CONTACT CENTER AGENT
Provides
a
role-tailored
agent
desktop application for the contact
center. Improve service delivery and
performance while collecting full
interaction context for every customer
interaction. UpStart supports inbound
phone, email, chat, and other interaction
types. For all channels, Contact Preview
shows who is contacting you, why
they are contacting you, and how long
they’ve been in queue. You can also see
their previous contacts and reasons in
the Interaction History panel.
BUSINESS INTERACTION MANAGER
Collects customer interactions from
across the organization, wherever they
occur, in real time, and provides that
information to business users — from
executives to front line customer service
staff — in an easy-to-use and roletailored fashion to improve productivity
and customer experience.
AGENT DESKTOP
Agents are the heart of the contact
center. Our smart agent desktop
solutions reduce average handle
times and improve productivity while
empowering agents and improving
compliance.
CTI SOLUTIONS
Upstream
Works
Interaction
Management Automation Services
(IMAS) provides the most flexible and
user friendly contact center solution
available in the industry, supporting a
feature rich and expandable contact
center infrastructure.
UWF ANALYTICS
With users tracking millions of
interactions monthly, UWF Analytics
has been used to directly improve
productivity, eliminate unneccessary
contacts, reduce training costs and
improve First Contact Resolution rates.
Upstream Works Product Features
UPSTART Key Features:
UWF VOICE Key Features:
UWF OMNICHANNEL inlcudes all
UWF VOICE Key Features and adds:
Agent Performance and FCR through
Business Interaction Manager
Agent Performance and FCR through
Business Interaction Manager
Channel Operations Reports
Interaction Reason Capture
Interaction Reason Capture
Directory
Directory
Marquee
Marquee
Interaction History
Interaction History
Contact Preview
Contact Panel with simple screen pop
Integrated CTI
Team View for Supervisors
Agent Statistics
Taskbar
Email Gadget
KPI Analytics
Chat Gadget
Agent to Agent Chat
Notepad
SFDC connector
Notice panel for out of bound tasks
MS Dynamics connector
Email Gadget
Chat Gadget
SMS Gadget
Open API Connection
For more information, please visit us at: www.upstreamworks.com
Email: [email protected]. Toll Free: 1-800-808-5220
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© 2015 Upstream Works. All rights reserved.