Sunday, October 05, 2025
Upstream Works, an omnichannel contact center solutions company, today announced enhancements to its agent desktop experience, enabling agents to work efficiently and deliver faster, more informed customer experiences. Notable enhancements include an intuitive interface, streamlined workflows, and cost-effective Live Call Transcriptions with the option for artificial intelligence (AI)-driven conversation insights – now available across all Upstream Works desktop and AgentNow solutions.
The intuitive interface guides agents with focused workflows and quick access to the information they need to resolve customer issues quickly and seamlessly. Live Call Transcriptions capture voice and video interactions in real time, giving agents richer context across the customer journey. The transcriptions can be paired with AI-powered features like sentiment analysis, intent, and conversation summaries to provide proactive agent guidance. Together, these enhancements empower agents to deliver informed and continuous service while improving the overall customer experience.
Upstream Works AI and omnichannel contact center solutions combine an advanced unified desktop with Assist knowledge, AgentNow on-demand CX, and AI orchestration, empowering agents to deliver efficient, high-quality customer experiences. With seamless application integrations, advanced analytics, and flexible cloud and on-premise deployment options, organizations can streamline operations, accelerate digital transformation, and drive measurable business impact.
“By streamlining workflows and automating tasks, our latest desktop solution makes it easy for agents to deliver exceptional service,” said Sean Snider, COO of Upstream Works. “With an enhanced UX and instant access to customer information, organizations can increase agent productivity while creating customer experiences that foster long-term loyalty.”
Upstream Works’ enterprise-ready contact center solutions are available on Cisco Finesse, Webex Contact Center, Amazon Connect, and a digital-only desktop solution, giving organizations the flexibility and scale to deliver next-generation customer experiences. These offerings are delivered through a global network of trusted reseller and technology partners.
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