Upwork
530 Lytton Avenue Suite 301,
Palo Alto, 94301, CA,
United States
Palo Alto, 94301, CA,
United States
1 650-316-7500
Professional Services
Upwork Technographics
Upwork Technographics, Software Purchases, AI and Digital Transformation Initiatives
Discover the latest software purchases and digital transformation initiatives being undertaken by Upwork and its business and technology executives. Each quarter our research team identifies on-prem and cloud applications that are being used by the 600 Upwork employees from the public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources.
During our research, we have identified that Upwork has purchased the following applications: Crosschq 360 Digital References for Candidate Relationship Management in 2022, Fennel AI for AI Model Deployment and Monitoring in 2024, Drift AI Chatbot for Chatbots and Conversational AI in 2016 and the related IT decision-makers and key stakeholders.
Our database provides customer insight and contextual information on which enterprise applications and software systems Upwork is running and its propensity to invest more and deepen its relationship with Crosschq , SAP , Microsoft or identify new suppliers as part of their overall Digital and IT transformation projects to stay competitive, fend off threats from disruptive forces, or comply with internal mandates to improve overall enterprise efficiency.
We have been analyzing Upwork revenues, which have grown to $780.0 million in 2024, plus its IT budget and roadmap, cloud software purchases, aggregating massive amounts of data points that form the basis of our forecast assumptions for Upwork intention to invest in emerging technologies such as AI, Machine Learning, IoT, Blockchain, Autonomous Database or in cloud-based ERP, HCM, CRM, EPM, Procurement or Treasury applications.
Upwork Tech Stack and Enterprise Applications
Upwork HCM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Crosschq | Legacy | Crosschq 360 Digital References | Candidate Relationship Management | HCM | n/a | 2022 | 2022 |
In 2022 Upwork implemented Crosschq 360 Digital References to automate and standardize candidate reference checks within Candidate Relationship Management. The deployment was an HR and talent acquisition initiative in the United States focused on candidate screening and sourcing for new sales hires.
Crosschq 360 Digital References delivered structured reference reports and candidate opt ins, and it moved reference checks earlier in the funnel to screen finalists before in person interviews. The implementation automated the reference workflow, standardizing data capture and report formats to support consistent decisioning by recruiters and hiring managers.
Operational scope included the rapid staffing of a new regional sales office, where Crosschq helped fully staff the office in 90 days. The vendor reported savings of 335 recruiter hours, enabling 81 hires in 71 days and a reduction in attrition valued at 1.5M, outcomes captured as time and cost savings tied to the Candidate Relationship Management use case.
Governance changes centered on embedding automated reference checks into the screening workflow, shifting reference validation to an earlier stage and streamlining recruiter handoffs. Crosschq 360 Digital References was used to create auditable, structured reference outputs and candidate opt in records to support faster, more consistent hiring decisions within Upwork talent acquisition.
|
|
|
|
|
Digital Adoption | HCM |
|
2020 | 2020 |
|
|
|
|
|
Performance and Goal Management | HCM |
|
2018 | 2018 |
|
|
|
|
|
Performance and Goal Management | HCM |
|
2023 | 2023 |
|
|
|
|
|
Performance and Goal Management, Employee Engagement | HCM |
|
2019 | 2019 |
|
|
|
|
|
Recruiting | HCM |
|
2022 | 2022 |
|
|
|
|
|
Talent Sourcing | HCM |
|
2022 | 2022 |
|
|
|
|
|
Task Management | HCM |
|
2020 | 2020 |
|
Upwork AI Development
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Fennel | Legacy | Fennel AI | AI Model Deployment and Monitoring | AI Development | n/a | 2024 | 2024 |
In 2024, Upwork implemented Fennel AI in its AI Model Deployment and Monitoring environment. Upwork used Fennel AI to build and serve machine learning features for marketplace recommendations, trust and safety, and fraud-detection workflows in the United States.
The implementation centered on feature engineering and incremental real-time feature pipelines, inferred from public announcements naming Upwork as a Fennel customer. Fennel AI was configured to materialize and serve features with low latency, enabling more frequent model refresh cycles and online feature access for production inference.
Operational coverage focused on Upwork’s marketplace and risk functions, aligning feature outputs directly into recommendation engines and automated trust and safety pipelines. Deployment architecture paired feature pipelines with production model serving endpoints, with configuration controls for feature versioning and freshness to support fraud-detection signals.
Governance emphasized feature lineage, version control, and incremental rollout for high-risk workflows, supporting controlled adoption across recommendation and risk teams. The deployment measurably improved model freshness and accuracy as reported, while concentrating operational effort on feature operationalization for marketplace recommendations and fraud detection.
|
|
|
|
|
ML and Data Science Platforms | AI Development |
|
2020 | 2020 |
|
Upwork AI-Powered Application
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Drift | Legacy | Drift AI Chatbot | Chatbots and Conversational AI | AI-Powered Application | n/a | 2016 | 2016 |
In 2016, Upwork implemented Drift AI Chatbot on its public website as a Chatbots and Conversational AI solution to support client and freelancer engagement. The Drift AI Chatbot was provisioned as a web-facing conversational interface embedded on upwork.com, positioning automated conversation and triage at the first point of contact.
The deployment was configured with conversational playbooks and automated qualification flows, enabling contextual help, session-based question handling, and scripted escalation to human agents where required. Drift AI Chatbot configuration focused on dialogue orchestration, intent recognition, response templates, and analytics instrumentation to monitor conversation volumes and common user intents.
Operational coverage emphasized marketplace customer support, onboarding assistance, and account navigation for both buyers and freelancers through the website channel. The implementation aligned Drift AI Chatbot with product and support workflows, using escalation rules and routing to ensure handoff to live support for complex cases.
Governance and ongoing operations were structured around content and script management, support team escalation policies, and iterative tuning of conversation flows by Upwork product and support teams. Upwork Drift AI Chatbot Chatbots and Conversational AI customer support and marketplace engagement reflects a web-embedded conversational layer managed centrally to streamline front-line user interactions.
|
Upwork Analytics and BI
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
|
|
|
|
Analytics and BI | Analytics and BI |
|
2015 | 2018 |
|
Upwork Collaboration
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
|
|
|
|
Audio Video and Web Conferencing | Collaboration |
|
2021 | 2021 |
|
|
|
|
|
Collaboration | Collaboration |
|
2016 | 2016 |
|
|
|
|
|
Collaboration | Collaboration |
|
2015 | 2015 |
|
Upwork Content Management
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
|
|
|
|
Contract Lifecycle Management | Content Management |
|
2019 | 2019 |
|
|
|
|
|
Digital Signing | Content Management |
|
2021 | 2021 |
|
|
|
|
|
Intelligent Document Processing | Content Management |
|
2020 | 2020 |
|
Upwork CRM
Upwork ITSM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
|
|
|
|
Application Performance Management | ITSM |
|
2015 | 2015 |
|
|
|
|
|
Remote Monitoring and Management | ITSM |
|
2019 | 2019 |
|
Upwork SPM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
|
|
|
|
Configure Price Quote (CPQ) | SPM |
|
2020 | 2020 |
|
Upwork TRM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
|
|
|
|
AML, Fraud and Compliance | TRM |
|
2017 | 2017 |
|
|
|
|
|
Governance, Risk and Compliance | TRM |
|
2019 | 2019 |
|
|
|
|
|
Treasury Management | TRM |
|
2019 | 2019 |
|
Upwork PaaS
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
|
|
|
|
API Management, iPaaS (Integration Platform as a Service) | PaaS |
|
2020 | 2020 |
|
|
|
|
|
Transactional Email | PaaS |
|
2016 | 2016 |
|
|
|
|
|
Transactional Email | PaaS |
|
2020 | 2020 |
|
Upwork IaaS
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
|
|
|
|
Application Hosting and Computing Services | IaaS |
|
2019 | 2019 |
|
|
|
|
|
Application Hosting and Computing Services | IaaS |
|
2014 | 2014 |
|
|
|
|
|
Content Delivery Network | IaaS |
|
2021 | 2021 |
|
|
|
|
|
Content Delivery Network | IaaS |
|
2017 | 2017 |
|
|
|
|
|
Content Delivery Network | IaaS |
|
2017 | 2017 |
|
|
|
|
|
Content Delivery Network | IaaS |
|
2015 | 2015 |
|
Upwork CyberSecurity
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
|
|
|
|
Identity and Access Management (IAM) | CyberSecurity |
|
2021 | 2021 |
|
|
|
|
|
Phishing Protection | CyberSecurity |
|
2018 | 2018 |
|
|
|
|
|
Secure Email Gateways (SEGs) | CyberSecurity |
|
2020 | 2020 |
|
|
|
|
|
Security Information and Event Management (SIEM) | CyberSecurity |
|
2024 | 2024 |
|
IT Decision Makers and Key Stakeholders at Upwork
| First Name | Last Name | Title | Function | Department | Phone | |
|---|---|---|---|---|---|---|
|
|
Senior Director, Sales and Marketing Analytics | Director | Marketing | |
|
|
|
Director of Analytics | Director | Finance | |
|
|
|
VP Finance, Analytics and Business Operations | VP | IT | |
|
|
|
Vice President, Customer Experience | VP | Customer Service | |
|
|
|
Customer Experience Manager | Manager | Customer Service | |
|
|
|
Director, Customer Experience | Director | Customer Service | |
|
|
|
Senior Director, Customer Experience | Director | Customer Service | |
|
|
|
Senior Manager, Customer Experience | Manager | Customer Service | |
|
|
|
Chief Business Affairs and Legal Officer | CXO | Legal | |
|
|
|
Senior Director, Global Compliance | Director | Legal | |
|
|
|
Chief People Officer | CXO | HR | |
|
|
|
Vice President, Compliance, Litigation and Employment | VP | Legal | |
|
|
|
GM, Customer Experience & Trust | CXO | Customer Service | |
|
|
|
Senior Director, CX and Trust | Director | Customer Service | |
|
|
|
Chief Marketing Officer | CXO | Marketing | |
|
|
|
Salesforce Administrator | Manager | Marketing | |
|
|
|
Salesforce Administrator | Manager | Marketing | |
|
|
|
Salesforce Administrator | Manager | Marketing | |
|
|
|
Salesforce Administrator | Manager | Marketing | |
|
|
|
Salesforce Administrator | Manager | Marketing | |
|
|
|
Salesforce Systems Administrator | Manager | Marketing | |
|
|
|
Salesforce Administrator | Manager | Marketing | |
|
|
|
Salesforce Administrator | Manager | Marketing | |
|
Apps Being Evaluated by Upwork Executives
APPS RUN THE WORLD tracks software evaluation trends across 2 million companies worldwide, including buyer insights from Upwork IT executives and key decision makers. As part of ARTW Buyer Intent and technographics insights, these findings provide useful visibility into the Upwork digital transformation priorities and AI adoption trends.
| Date | Company | Status | Vendor | Product | Category | Market |
|---|---|---|---|---|---|---|
| No data found | ||||||
FAQ - APPS RUN THE WORLD Upwork Technographics
Upwork is a Professional Services organization based in United States,
with around 600 employees and annual revenues of $780.0 million.
Upwork operates a diverse technology stack with applications such as
Crosschq 360 Digital References, Fennel AI and Drift AI Chatbot,
covering areas like Candidate Relationship Management, AI Model Deployment and Monitoring and Chatbots and Conversational AI.
Upwork has invested in cloud applications and AI-driven platforms to optimize efficiency and growth,
collaborating with vendors such as Crosschq, Fennel and Drift.
Upwork recently adopted applications including
Fennel AI in 2024, Gurucul Platform in 2024 and Textio Feedback in 2023,
highlighting its ongoing modernization strategy.
APPS RUN THE WORLD maintains an up-to-date database of Upwork’s key decision makers and IT executives,
available to Premium subscribers.
Our research team continuously updates Upwork’s profile with verified software purchases,
vendor relationships, and digital initiatives identified from public and proprietary sources.
Subscribe to APPS RUN THE WORLD to access the complete Upwork technographics profile,
including detailed breakdowns by category, vendor, and IT decision makers.