Upstream Works Software Ltd., a provider of cloud-based omnichannel contact center solutions, announces that Upstream Works Assist knowledge management is now available in AWS Marketplace. AWS Marketplace is a digital catalog with thousands of software listings from independent software vendors that makes it easy to find, test, buy, and deploy software that runs on Amazon Web Services (AWS). Clients can enhance their Upstream Works for Amazon (UWA) offering with Expert Assist, an internal knowledge management system that can be utilized by agents on any channel.
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Upstream Works provides end-to-end contact center solutions that accelerate digital transformation and streamline operations. The easy-to-use agent desktop seamlessly integrates Amazon Connect Voice with digital channels, including email, web chat, messaging, co-browse, social, bots, and more. With full visibility into the customer journey, context-data, and integrations to business applications and customer relationship management (CRM) systems, UWA empowers agents to personalize customer experiences. Team management is simplified with the Supervisor Desktop, and real-time metrics, reports, and analytics.
Upstream Works Assist knowledge management provides agents with an easily accessible knowledge base that is powered by Natural Language Processing (NLP), Super Search functions and artificial intelligence (AI) so agents can offer quick and accurate resolutions. Upstream Works Assist enables organizations to optimize knowledge with rich-media, contextual-content, and reports and analytics, which help to reduce training time, improve efficiency, and increase customer satisfaction.
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“We are continuing to expand our AWS Marketplace offerings with Expert Assist for Upstream Works for Amazon Connect,” said Rob McDougall, CEO of Upstream Works. “An internal knowledge management system like Upstream Works Assist provides contextual guidance across all channels, ensuring that agents are providing customers with fast and accurate resolutions.”
Upstream Works Customer Assist provides an intuitive self-service option that is also available to support Upstream Works for Amazon Connect. Customer Assist offers an external knowledge portal that can be accessed by customers through an FAQ-style webpage. To learn more about Customer Assist, contact an Upstream Works sales representative or authorized reseller partner.