List of Upstream Works Omnichannel CX Customers
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Since 2010, our global team of researchers has been studying Upstream Works Omnichannel CX customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Upstream Works Omnichannel CX for Customer Experience from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Upstream Works Omnichannel CX for Customer Experience include: United Airlines, a United States based Transportation organisation with 107300 employees and revenues of $57.06 billion, Paychex, a United States based Professional Services organisation with 19000 employees and revenues of $5.57 billion, Mitchell S Repair, a United States based Professional Services organisation with 10 employees and revenues of $1.0 million and many others.
Contact us if you need a completed and verified list of companies using Upstream Works Omnichannel CX, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Upstream Works Omnichannel CX customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight | Insight Source |
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Mitchell S Repair | Professional Services | 10 | $1M | United States | Upstream Works | Upstream Works Omnichannel CX | Customer Experience | 2021 | n/a | In 2021, Mitchell S Repair implemented Upstream Works Omnichannel CX, deploying Upstream Works for Finesse to unify phone and email handling into a single agent desktop. The deployment focused on Customer Experience capabilities, consolidating interaction routing and consolidated reporting to provide consistent context for frontline service agents. Integrations were implemented with Cisco Dialer and Mediasense to centralize voice call handling and recording into the agent workflow. The solution supports customer service and CRM operations in the United States, delivering a single agent desktop and consolidated reporting, with reported results including a 66% improvement in average speed of answer and an 80% reduction in abandoned calls. | |
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Paychex | Professional Services | 19000 | $5.6B | United States | Upstream Works | Upstream Works Omnichannel CX | Customer Experience | 2022 | n/a | In 2022, Paychex implemented Upstream Works Omnichannel CX to modernize its omnichannel contact center. The deployment focused on Customer Experience for HR and payroll customer service workflows in the United States, centralizing CRM and contact center interactions. Upstream Works Omnichannel CX was deployed using Upstream Works Finesse UWF to provide unified handling across voice, fax, email, chat, SMS and third-party integrations, consolidating the agent desktop and contact routing into a single omnichannel queue. Functional capabilities implemented included agent desktop orchestration, contact routing and omnichannel queuing, and data-driven reporting modules to instrument service metrics. Integrations were scoped to third-party systems supporting customer service processes and telephony functions were transitioned onto the Omnichannel CX platform to centralize interaction handling. The implementation covered CRM and contact center operations for HR and payroll support, and governance emphasized improved agent experience, operational efficiency and continuous service improvement through data-driven reporting. | |
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United Airlines | Transportation | 107300 | $57.1B | United States | Upstream Works | Upstream Works Omnichannel CX | Customer Experience | 2020 | n/a | In 2020, United Airlines deployed Upstream Works Omnichannel CX to deliver an "Agent on Demand" omnichannel experience for travelers. United Airlines implemented Upstream Works Omnichannel CX as a Customer Experience layer to enable QR-code-initiated video, chat, and voice sessions that connect passengers directly to agents in airport customer service contact center CRM workflows. The implementation focused on omnichannel routing, session initiation via QR code, real-time video concierge, chat and voice handling, and Agent on Demand queuing and routing capabilities. The solution was integrated with Cisco collaboration components for real-time communications, and it was provisioned across airport and customer service contact center operations in the United States. Operational coverage targeted contact center and CRM business functions to provide instant, high-touch support during disruptions and busy travel days, and the deployment pattern emphasized on-demand agent connectivity and workflow orchestration for traveler recovery and service escalation. |
Buyer Intent: Companies Evaluating Upstream Works Omnichannel CX
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