Upstream Works delivers contact center solutions and customer experience analytics that reduce costs and improves customer retention. Typical implementations deliver full project payback in 6 months.

Why should you care?

Customers are increasingly turning to new mechanisms (email, chat, social, mobile) to contact your business. You need a truly multichannel solution that works how your agents work, and gives you the tools to manage all of your customer communication channels easily, with a consistent set of key performance indicators.

UpStart Contact Center Agent (UCCA) provides a role tailored agent desktop application for the multichannel contact center. Customer Service Representatives improve service delivery and performance while collecting full interaction context for every customer touch point – ensuring consistent management regardless of contact channel.

With Upstream Works Contact Center Agent (UCCA), customers can contact you any way they want. UCCA blends email, fax, chat, and other interactions with phone interactions. UCCA integrates all customer contact channels with your existing phone skills based routing so you maintain your investment in your PBX, scripting and training.

Upstream Works Benefits include:

  • Cost effective and consistent customer communication
  • Maintaining Customer Service Representative (CSR) workflow
  • Effective blending of all customer contacts regardless of channel
  • Managing to a common standard with service level adherence
  • Access to Customer Interaction History across all channels
  • Business Interaction Manager integration for full multichannel reporting
  • Leveraging your existing technology investment
  • Agent performance management
  • First Contact Resolution (FCR) capture and analysis

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