Upstream Works

The Upstream Works Agent Desktop is a desktop solution designed to empower contact center agents in delivering personalized customer experiences across multiple channels. According to the vendor, this product ensures consistency for all voice and digital interactions and is suitable for small to large enterprises. It is used by customer service representatives, contact center agents, call center supervisors, sales representatives, and healthcare providers from various industries to enhance their customer engagement strategies.

Key Features

Omnichannel Capabilities: According to the vendor, this agent desktop solution supports various contact types, including phone, email, chat, SMS, social channels, video, co-browse, AI, bots, and manual tasks, providing consistency for all voice and digital interactions. It also measures and optimizes agent activity while aiming to ensure a seamless omnichannel experience for customers.

Unified Digital Messaging: The vendor claims that this solution enables continuous conversations across multiple messaging platforms, allowing agents to transfer, consult, and conference tasks across platforms like Web Chat, Smart Chat, SMS, Facebook Messenger, TwitterDM, WhatsApp, and WeChat. They provide full business and operational reports on all messaging platforms for performance analysis and improvement.

Full Visibility and Context: According to the vendor, agents using this solution gain a unified view of all interactions, tasks, and queues, enabling effective self-management. They can easily access email, chat, SMS, and third-party media transcripts and voice recordings to streamline and personalize the customer experience.

Team Collaboration and Communication: The vendor states that this solution facilitates collaboration, team communication, and knowledge sharing for effortless engagement experiences. Agents can consult and conference with subject matter experts, send emails for review, and utilize real-time team messaging and stats with configurable thresholds that trigger alerts. Agent chat rooms and searchable media templates enhance knowledge sharing, team training, and issue resolution.

Knowledge Management for Optimized CX: According to the vendor, Upstream Works Assist and Expert Assist provide agents with easy access to knowledge management and precise content across omnichannel desktops. Additionally, Upstream Works Customer Assist enables organizations to provide an external-facing knowledge portal with FAQ-type information for self-service customer support.

Omnichannel Dashboards for Fast & Easy Access to Data: According to the vendor, Agent and Supervisor Dashboards offer visual displays of pre-set omnichannel key performance indicators (KPIs) and metrics. Real-time status views and historical trends for metrics like First Contact Resolution (FCR) and Customer Effort Score (CES) allow agents and supervisors to make data-based decisions for performance improvement.

A Desktop for Back Office Digital Workers: The vendor claims that this solution provides back office digital workers with the same capabilities as contact center agents, offering full visibility into customer interactions across all digital channels. It aims to streamline workflows, remove silos, increase operational efficiency, and enable tracking of all customer-related interactions.