Upstream Works provides solutions based on our contact center automation and customer analytics technologies. Our offerings are based on the philosophy that customer care directly affects the bottom line.
Upstream Works’ family of desktop solutions automates agent desktops and workflows based on the customer’s prior experiences and current needs.
Our Contact Sentry technology captures what the customer experiences and does, automatically, as it happens. Business Interaction Manager includes tools for everyone from agents and supervisors, to analysts and executives.
We provide the overall context for every interaction – the much sought after big picture that allows you to make the center more efficient operationally, and more effective as an engine of corporate revenue growth and customer retention.
As contact centers evolve over time and through acquisitions, incompatible technology from multiple vendors makes it increasingly difficult to add advanced functionality. Upstream Works can bring the advanced functions of a technology refresh to your current environment.
Upstream Works’ First Contact Resolution solutions automatically capture whether the customer actually calls back for the same issue. These solutions are based on our revolutionary Contact Sentry technology to track every contact, and measure FCR in real time.
Upstream Works can make multiple sites act as one for customer care, even if the sites employ different vendor or hosted technology. We maintain the customer contact as a single entity for automation and analytics, regardless of transfers.
Our Performance Management solutions add the dimensions of call reason and FCR, so your agents can be coached and trained on how they resolve specific types of calls.
Our adaptable technology has been used by our customers for a wide range of specialized solutions. Contact us to discuss your solution requirements.