Upstream Works

 Upstream Works delivers call center solutions for businesses that view their customer service as a strategic competitive advantage and want to improve both agent capabilities and their bottom line through customer resolution and satisfaction.
 
Upstream Works optimize call center performance through agent tools and analytics, allowing you to address agent and process based call resolution issues. The result is an increase in First Call Resolution rates that reduces customer churn, improves employee morale, and reduces the overall call volume. These same tools and analytics also improve the efficiency of every contact.
 
 
Solutions
Upstream Works provides solutions based on contact center automation and customer analytics technologies. Offerings are based on the philosophy that customer care directly affects the bottom line.
 
Agent Desktop Automation  
Analytics
Enterprise Interaction Tracking
Call Center Automation
Contact Center Email/Chat
First Call Resolution
Multisite Contact Center
Performance Management
Specialized Solutions
 
Products
 
UpTake Customer Care Analytic Family
UpStart Agent Desktop
Call Management Automation Server
Visual Queue
Upstream Works IVR
Community Workforce Management
Novo Call/Screen Recording and Quality Monitoring