Upstream Works introduces smart chat in latest update

Upstream Works, a provider of omnichannel contact center solutions, is releasing Upstream Works Desktop 5.1, offering enhanced Chatbot communications with Smart Chat for Unified Digital Messaging (UDM) and simplified management with the new Application Configuration Interface. 

This latest release, Upstream Works Desktop 5.1, features the new Smart Chat, which is an addition to the existing Unified Digital Messaging (UDM) set of channels. Smart Chat provides greater flexibility for Chatbot integrations, allowing clients to choose their own Chatbot. Smart Chat also includes structured messaging which supports rich content sent by bots, including quick-reply buttons and calendar pickers, enabling fast and easy communication for customers, according to the vendor.

The new release also includes an Application Configuration Interface, which provides a dedicated space to manage, deploy and upgrade Upstream Works customer configurations. The new interface improves the upgrade process, reduces effort, and offers ease of administration. 

“Our focus at Upstream Works is to help contact centers make the best use of new artificial intelligence applications,” says Rob McDougall, CEO of Upstream Works. “Our new Smart Chat channel elevates the self-service experience and reduces customer effort by providing quick and easy ways for customers to provide information to a Chatbot. It helps operationalize AI applications to create more flexibility for our clients and take some pressure off their agents, who can focus on handling more complex issues.” 

Upstream Works contact center desktop solutions simplify and improve the agent and customer experience with an enhanced agent desktop, integrations to AI and business applications, and a unified customer journey. With Upstream Works, organizations can innovate with new and emerging technologies while achieving cloud migration flexibility. 

For more information about this release, visit www.upstreamworks.com.