Upstream Works
Upstream Works specializes in omnichannel contact center solutions, featuring a range of AI capabilities and integration with platforms like Amazon Connect and Cisco Finesse.
Omnichannel Contact Center Solutions
Upstream Works specializes in providing omnichannel contact center solutions. This enables businesses to manage interactions across different communication channels, ensuring a seamless customer experience. Their solutions are designed to be adaptive and scalable, meeting the evolving needs of contact centers.
AI Capabilities in Contact Centers
Upstream Works offers a diverse suite of AI capabilities. These include transcriptions, summarization, intent recognition, sentiment analysis, and escalations. These features help in improving customer interactions by providing actionable insights and streamlining contact center operations.
AI Messaging Link and Agent Assist
One of the key products from Upstream Works is the AI Messaging Link, which provides virtual customer assistance. They also offer Agent Assist, a real-time, AI-powered guidance tool for agents handling multiple channels. These tools aim to enhance the efficiency and effectiveness of customer service operations.
Performance Analytics and A/B Testing
Upstream Works provides performance analytics capabilities, including A/B testing of various AI providers. This feature allows businesses to measure and compare the performance of different AI solutions to determine the best fit for their needs, driving improved customer service outcomes.
Healthcare Integration with Epic
Upstream Works integrates with Epic to enhance healthcare workflows and patient care. This integration facilitates improved management of patient interactions and supports healthcare providers in delivering a higher standard of care.
Platform Availability
Upstream Works' solutions are available on multiple platforms, including Amazon Connect, Cisco Finesse, and Webex Contact Center. This cross-platform availability ensures flexibility and compatibility with a wide range of customer service frameworks.
Frost & Sullivan 2023 Customer Value Leadership Award
Upstream Works received the Frost & Sullivan 2023 Customer Value Leadership Award. This accolade recognizes the company's commitment to delivering exceptional value to its customers through innovative solutions and services.
AgentNow On-Demand Customer Service
The AgentNow product by Upstream Works offers on-demand customer service solutions. This product is designed to provide immediate and efficient responses to customer inquiries, enhancing the overall customer service experience.