Upstream Works Software
Upstream Works Software provides AI-powered omnichannel contact center desktop software for mid-market and enterprise customers, unifying voice, digital, AI, and CRM workflows across Amazon Connect, Cisco Finesse, Webex, and standalone digital platforms via subscription and global channel partners.
- Company typePrivate
- Founded2000
- HeadquartersVaughan, Canada
- Headcount11–50
- GTM typeB2B
- OfferingSoftware
What Upstream Works Software does
Upstream Works Software Ltd., founded in 2000 and headquartered in Woodbridge, Ontario, Canada, provides an AI-powered omnichannel contact center desktop sold primarily to mid-market and large enterprise customers. The core product is a unified Agent Desktop available across four platforms — Amazon Connect (UWA), Cisco Finesse (UWF), Webex Contact Center (UWW), and a standalone Digital Desktop (UWD) — that consolidates voice, email, webchat, messaging, SMS, social, video, co-browse, and bots into a single agent interface. Adjacent products include AgentNow for on-demand video/voice/chat engagement, Supervisor Desktop for team management, Omni AI Hub for multi-vendor AI orchestration, Agent Assist for real-time guidance, Assist Knowledge for NLP-powered knowledge management, and Advanced Analytics & Reporting for omnichannel dashboards with A/B testing across AI providers.
Revenue is generated primarily through tiered annual subscriptions (Standard, Premium, Enterprise) sold on a per-seat basis with a 50-seat minimum, supplemented by professional services for implementation, customization, training, and Premium Integration add-ons. Go-to-market combines direct enterprise field sales with a 30+ global partner channel of VARs, SIs, and consulting firms (Kyndryl, Presidio, NTT, TTEC Digital, WWT, BT, Verizon, Vodafone, Bell, TELUS, Computacenter, CDW), plus privileged listings on the Cisco SolutionsPlus program, AWS Marketplace, and Microsoft Azure Marketplace/AppSource. Customer footprint spans healthcare, financial services, insurance, telecom, travel (including United Airlines), retail, government, and logistics, supported by SOC 2 Type 2, HIPAA, and GDPR compliance.
The company has been led by CEO Rob McDougall until his unexpected passing on September 10, 2025, and remains privately held without disclosed institutional funding. The product cadence has accelerated in 2025 with the June 2025 launch of the Advanced Analytics & Reporting Platform and the October 2025 release of Upstream Works 7.0, alongside AI Excellence, Gold Globee, CUSTOMER Product of the Year, and Global Travel Tech awards.
Upstream Works Software firmographics
Firmographics- Name
- Upstream Works Software
- Legal name
- Upstream Works Software Ltd.
- Website
- https://upstreamworks.com
- Company type
- Private
- Founded year
- 2000
- Operating status
- Operating
- Headcount range
- 11–50 employees
- Short description
- Upstream Works Software provides AI-powered omnichannel contact center desktop software for mid-market and enterprise customers, unifying voice, digital, AI, and CRM workflows across Amazon Connect, Cisco Finesse, Webex, and standalone digital platforms via subscription and global channel partners.
- Ownership category
- akta.pro rank
Upstream Works Software industry classification
Industry- Product category
- Contact Center Software
- NAICS
- Computer Systems Design and Related Services (54151), Computer Systems Design Services (541512)
- SIC
- Services-Computer Integrated Systems Design (7373), Services-Computer Programming, Data Processing, Etc. (7370), Services-Prepackaged Software (7372)
- akta.pro primary industry
- Unified Communications & Contact Center for Workplace (UCaaS/VoIP, Meeting Rooms) (BPAEAIAE)
- akta.pro secondary industry
- Enterprise Work Management & Collaborative Workflow Platforms (HDAEAHAI)
Keywords
Where Upstream Works Software is headquartered
LocationHeadquarters
- HQ city
- Vaughan
- HQ country
- Canada
- HQ region
- North America
Offices1 record
Markets served
Upstream Works Software business model
Business model- GTM type
- B2B
- Offering type
- Software
- Cost components
- Personnel, Technology or R&D, Marketing or Sales, Operations, Infrastructure
Revenue model
- Software Subscription (Per-Seat): Core revenue is derived from subscription licenses for Upstream Works contact center desktop solutions (UWA, UWF, UWW, UWD) sold on a per-seat agent basis. Solutions are available in tiered bundles (Standard, Enterprise) with cloud or on-premise deployment options. Annual and multi-year subscription agreements are standard for enterprise customers.
- AgentNow Cloud Suite (Tiered Subscriptions): AgentNow is sold in three tiers — Standard Cloud, Premium, and Enterprise — with ascending feature sets. Standard includes live video/voice/chat via UWD. Premium adds AI-powered Agent Assist insights. Enterprise adds full customization and integration across all Upstream Works platforms. Sold via subscription with cloud deployment.
- Professional Services: Professional services for implementation, deployment, customization, and integration are offered alongside software subscriptions. Premium Integration Services are sold as add-ons for customers expanding deployments. Training services are also offered as a separate service line.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Subscription | Annual | UWF Standard Omnichannel Cloud SaaS on Cisco UCCX — fast deployment with email and web chat, starting at 50+ seats |
| Subscription | Annual | UWF Enterprise Omnichannel Cloud SaaS on Cisco xCCE — tailored enterprise solutions with full integrations and AI capabilities |
| Subscription | Annual | AgentNow Standard Cloud — live video, voice and chat with UWD, quick standalone deployment |
| Subscription | Annual | AgentNow Premium — Standard features plus AI-powered Agent Assist Insights for real-time guidance |
| Subscription | Annual | AgentNow Enterprise — fully customizable, tailored integrations across all Upstream Works platforms (Amazon Connect, Cisco Finesse, Webex CC, Digital Desktop) |
Go-to-market motion4 records
Distribution channels5 records
Marketing channels9 records
Upstream Works Software product offering
Product offeringCore offering
Upstream Works provides an AI-powered omnichannel contact center desktop platform that unifies voice, digital channels, AI applications, CRM systems, and business applications into a single agent interface. The unified desktop is delivered as platform-specific deployments (UWA on Amazon Connect, UWF on Cisco Finesse, UWW on Webex Contact Center, UWD for digital-only) and is complemented by AgentNow for on-demand video CX, Supervisor Desktop, Omni AI Hub for multi-vendor AI orchestration, Assist Knowledge, and Advanced Analytics. Customers buy per-seat subscriptions for cloud or on-premise deployment.
Product overview
Upstream Works provides enterprise omnichannel contact center desktop solutions organized as a platform-plus-modules architecture. The core offering is a unified Agent Desktop available on multiple platforms: Upstream Works on Amazon Connect (UWA), Upstream Works on Finesse (UWF), Upstream Works on Webex Contact Center (UWW), and Upstream Works Desktop (UWD) for digital-only deployments. Key products include AgentNow for on-demand instant CX via video/voice/chat, Supervisor Desktop for team management, Digital Desktop for back office operations, AI & Automation Solutions with Agent Assist, Omni AI Hub for AI orchestration, Assist Knowledge for knowledge management, and Advanced Analytics & Reporting for performance insights. The platform supports both cloud and on-premise deployment with SOC 2 and HIPAA compliance.
Differentiator
Problem solved
Functional benefit
Products and services
- Upstream Works Agent Desktop Unified agent desktop with productivity tools, Assist Knowledge, and visibility of all channels, interactions, and applications for personalized customer experience and improved First Contact Resolution. Available in multiple platform editions.
- AgentNow CX On-demand customer service solution enabling instant access to live agents via QR codes, mobile devices, or kiosks using video, voice, and chat with no downloads required. Integrates with the Upstream Works agent desktop for full context and AI-powered guidance.
- Supervisor Desktop Contact center team management solution providing real-time visibility, performance insights, omnichannel dashboards, and collaboration tools for proactive management of agents and queues.
- Digital Desktop Digital solution for Contact Center and Back Office operations providing unified view of all digital channels including email, webchat, SMS, messaging, social, and bots in a single interface.
- Omni AI Hub Centralized AI orchestration framework that powers real-time agent guidance, insights, and virtual customer self-service across on-premise and cloud contact centers by operationalizing multiple AI providers simultaneously.
- Upstream Works on Amazon Connect (UWA) Enterprise-ready cloud-based contact center solution enhancing Amazon Connect with unified desktop, digital channels, and flexible cloud scaling capabilities.
- Upstream Works on Finesse (UWF) Flexible AI and omnichannel solution enhancing Cisco Finesse with streamlined workflows, seamless integrations, and consistent omnichannel capabilities across UCCX, UCCE, PCCE, and Webex CCE.
- Upstream Works on Webex Contact Center (UWW)
- Upstream Works Desktop (UWD) Digital solution for Contact Center and Back Office operations operating standalone or connecting with other Upstream Works solutions including UWA, UWF, and UWW.
- Assist Knowledge Centralized knowledge base with Super Search functions and Natural Language Processing for providing accurate responses, agent scripting support, and self-service options for customers. Includes Customer Assist and Expert Assist portals.
- Omnichannel CX Omnichannel customer experience solution connecting voice, email, webchat, messaging, video, co-browse, social, bots, and AgentNow for consistent, personalized engagements across all touchpoints.
- Advanced Analytics & Reporting Analytics platform with real-time and historical dashboards, customizable visualizations, AI performance management with A/B testing across AI providers, and enterprise data governance features including FCR, CES, and bot analytics.
- Co-Browse Shared web-browsing experience enabling agents to collaborate with customers in real-time for personalized support with browser-only screen sharing, data masking, and no software installation required.
- AgentNow on Azure AgentNow deployment on Microsoft Azure Communication Services offering secure communication via live video, voice, and chat through the Azure platform. Listed on Microsoft Azure Marketplace and AppSource.
- AgentNow on Webex AgentNow deployment on Webex Contact Center enabling customers to connect with agents using live video, voice, and chat through the Webex platform integration.
- AI & Automation Solutions (Agent Assist) AI-powered contact center capabilities including real-time Agent Assist for automated sentiment analysis, intent detection, conversation summaries, and live call transcriptions that enhance agent performance and reduce handle time.
- AI Ecosystem Framework for operationalizing third-party AI providers including Microsoft AI, IBM Watson, Google Dialogflow, Amazon Lex, Uniphore, Amelia, and others within the contact center environment without vendor lock-in.
- Professional Services Implementation, deployment, customization, and integration services offered alongside software subscriptions. Includes Premium Integration Services as add-ons and separate training services.
Quantifiable outcome
- Reduced Average Handle Time (AHT)
- +5 more outcomes
Companies that use Upstream Works Software
Customer profileNamed customers5 records
Segments6 records
Ideal customer profiles5 records
Upstream Works Software technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
Integration32 records
AI capability11 records
Feature9 records
Upstream Works Software partnerships and signals
Strategic signalPartnerships
29 partnerships are on record, tiered core, major and minor.
- Amazon (AWS)coreAmazon Web Services hosts Upstream Works solutions (AgentNow on Azure via ACS, and UWA on Amazon Connect). AWS is both a hosting infrastructure partner and a platform partner — Upstream Works on Amazon Connect (UWA) is an enterprise-ready cloud contact center solution. AgentNow tiers are listed on AWS Marketplace for direct customer procurement.
- CiscocoreUpstream Works on Finesse (UWF) enhances Cisco Finesse with omnichannel capabilities, digital channels, AI integration, and productivity tools. Listed as Cisco Preferred Solution Partner in the Cisco SolutionsPlus program. Products include UWF Productivity Pack, UWF Digital Base, UWF Omnichannel (UCCX), and UWF Application Server Base. UWW (Upstream Works on Webex) is available on Webex Contact Center.
- MicrosoftcoreAgentNow on Azure is powered by Microsoft Azure Communication Services (ACS). Listed in both Microsoft Azure Marketplace and Microsoft AppSource. Microsoft AI (Copilot, Azure AI) is integrated into the Upstream Works AI Ecosystem for real-time agent guidance.
- OraclemajorOracle is part of the Upstream Works AI Ecosystem and technology partner network, integrated for CRM and business application connectivity.
- SAPmajorSAP is listed as a technology partner in the Upstream Works AI Ecosystem, integrated for CRM and enterprise application connectivity.
- SalesforcemajorSalesforce is listed as a technology partner integrated into the Upstream Works AI Ecosystem and CRM integration suite.
- Google (Dialogflow)majorGoogle Dialogflow is part of the Upstream Works AI Ecosystem, enabling conversational AI and bot integration.
- IBM (Watson)majorIBM Watson is part of the Upstream Works AI Ecosystem, integrated for AI-powered agent guidance and insights.
- UniphoremajorUniphore is listed as an AI technology partner in the Upstream Works AI Ecosystem, integrated for conversational AI capabilities.
- Amelia (IPSoft)majorAmelia is part of the Upstream Works AI Ecosystem for enterprise conversational AI integration.
- EPICmajorEPIC (Electronic Health Record system) is integrated into the Upstream Works AI Ecosystem for healthcare contact center solutions, enabling deep EHR integration for HIPAA-compliant patient journey management.
- KyndrylmajorKyndryl is the world's largest IT infrastructure services provider, serving thousands of enterprise customers in 60+ countries. Kyndryl designs, builds, manages and modernizes IT infrastructure and integrates Upstream Works solutions as part of contact center transformation engagements.
- PresidiomajorPresidio is one of the largest solutions providers in the US, combining regional expertise with global coverage. Resells and deploys Upstream Works omnichannel contact center solutions.
- TTEC DigitalmajorTTEC Digital is a global customer experience company that designs, builds and operates omnichannel customer experiences on behalf of world's most innovative brands. Partners with Upstream Works to deliver Finesse-based omnichannel deployments.
- World Wide Technology (WWT)majorWWT is a leading technology integrator providing technology products, services and supply chain solutions globally with expertise across Unified Communications, Security, Datacenter, and eCommerce. Resells and integrates Upstream Works solutions.
- BT GroupmajorBT Group is the UK's leading telecommunications provider serving customers across 180 countries. Offers managed telecommunications, security, and network/IT infrastructure services. Partners with Upstream Works for omnichannel contact center deployments.
- VerizonmajorVerizon Communications powers millions of customers globally with mobility, network connectivity and security solutions. Partners with Upstream Works for contact center solutions.
- VodafonemajorVodafone is a leading European and African telecoms company providing mobile and fixed services to over 330 million customers in 15 countries. Partners with Upstream Works for customer engagement solutions.
- NTTmajorNTT is a global IT services company specializing in network integration, security, data center, converged communications, customer interactive solutions, and professional/managed services. Implements Upstream Works solutions as part of digital transformation engagements.
- Bell (Canada)majorBell is Canada's leading ICT provider with unrivalled business communications expertise. Designs, builds and operates critical infrastructures for large networked organizations in Canada and globally. Resells Upstream Works solutions in the Canadian market.
- TELUSmajorTELUS Corporation is a Canadian national telecommunications company providing internet, voice, entertainment, healthcare, video, satellite and IPTV services. Partners with Upstream Works for contact center solutions in Canada.
- ComputacentermajorComputacenter is a leading independent technology partner trusted by large enterprise and corporate organizations. Public company quoted on London FTSE 250 with 16,000+ employees worldwide. Helps customers source, transform and manage IT infrastructure. Resells and deploys Upstream Works solutions.
- CDWmajorCDW is a leading provider of integrated information technology solutions for business, government, education and healthcare. Broad array of offerings from discrete hardware/software to integrated IT solutions. Resells Upstream Works contact center solutions.
- NatilikmajorNatilik is a specialist Global IT and communications provider with deep expertise in Cisco ecosystem and CX transformation. Works with Upstream Works to deliver transformative CX solutions. Cited as a customer in testimonials praising Upstream Works' integration of CX channels and unified desktop.
- FirstsourcemajorFirstsource Solutions Limited is a specialized global business process services partner providing transformational solutions spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology.
- Sentinel TechnologiesminorSentinel Technologies is a premier business technology services provider delivering IT solutions, customer service and support since 1982. Partners with Upstream Works for contact center deployments.
- Aspen Technology GroupminorAspen Technology Group Inc. is a cloud and customer experience consulting company based on Amazon Connect and related services. Offers innovative solutions for cloud adoption and CX goals.
- Trace3minorTrace3 delivers over 20 years of expertise in emerging technology with unique technology solutions and consulting services. Elite engineering and dynamic innovation for convergent solutions that embrace emerging technology.
- Italtel SpainminorItaltel Spain combines traditional networks and communications positioning with ability to innovate and develop end-to-end digital transformation solutions. Announced as a partner in May 2020.
Scale indicators5 records
Recent moves6 records
Expansion highlights6 records
Upstream Works Software competitors and assessment
Company assessmentDirect peers
- Cisco (Webex Contact Center): Cisco is simultaneously Upstream Works' most important distribution partner (Cisco SolutionsPlus, Cisco Finesse) and a direct competitor through Webex Contact Center's native omnichannel desktop. The dual relationship creates both opportunity and disintermediation risk.
- Microsoft Dynamics 365 Customer Service / Contact Center: Microsoft's Dynamics 365 Contact Center and Copilot integrations are a platform partner (via Azure Marketplace and AI integrations) and a direct competitor as Microsoft expands native omnichannel and AI capabilities that overlap with Upstream Works' agent desktop.
- Amazon Connect: Amazon Connect is both a platform partner (Upstream Works on Amazon Connect / UWA) and a direct competitor as it expands its native agent workspace, AI/Lex capabilities, and analytics. Its marketplace presence creates competitive overlap with Upstream Works' AWS Marketplace listings.
Broad incumbents
- Talkdesk: Talkdesk is a cloud CCaaS vendor with AI-powered agent assistance, workforce engagement, and a unified agent workspace. It competes as an alternative platform to the Amazon Connect/Cisco environments where Upstream Works is layered on top.
- NICE Ltd. (NICE inContact / CXone): NICE is a broad incumbent in contact center, workforce engagement management, and analytics. Its CXone platform offers a unified agent desktop and AI-powered real-time guidance, overlapping with Upstream Works' Agent Assist and Supervisor Desktop capabilities.
- 8x8: 8x8 offers a unified UCaaS/CCaaS platform with its own agent desktop, omnichannel routing, and AI features. It is a broad incumbent that competes with the bundling model Upstream Works augments on top of other CCaaS platforms.
- Five9: Five9 is a leading cloud CCaaS provider with its own intelligent omnichannel agent desktop and GenAI-powered agent assistance. It competes with Upstream Works' value proposition because it bundles desktop, AI, and routing into a single platform rather than as an overlay layer.
- Genesys: Genesys is one of the largest pure-play CCaaS vendors with its own cloud agent desktop (Genesys Cloud CX) and AI orchestration capabilities. It is a broad incumbent competitor because it offers the full CCaaS stack (routing, desktop, AI, WEM) that Upstream Works augments on top of other platforms.
Emerging players
- Calabrio: Calabrio offers workforce engagement, quality management, and analytics that integrate with Upstream Works (and are positioned as a partner ecosystem element). It competes with the Supervisor Desktop and Analytics & Reporting modules at the WEM/analytics layer.
- Verint: Verint provides workforce engagement management (WEM), analytics, and AI-driven agent assistance that overlap with Upstream Works' Supervisor Desktop, Advanced Analytics, and Agent Assist products. Verint is listed as a minor integration partner and competes in the analytics/WEM layer.
Market position
Strengths4 records
Weaknesses4 records
Competitive moat5 records
Key risks6 records
Key highlights6 records
Customer concentration
Upstream Works Software social profiles
Digital presenceUpstream Works Software compliance and trust
Trust signalCompliance3 records
Upstream Works Software financial estimates
Financial estimateRevenue estimate
Valuation estimate
Upstream Works Software leadership team
Management profileNumber of profiles
Profiles2 records
Upstream Works Software funding detail
Funding detailFunding overview
Funding rounds
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
Upstream Works Software M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about Upstream Works Software
What does Upstream Works Software do?
Upstream Works provides an AI-powered omnichannel contact center desktop platform that unifies voice, digital channels, AI applications, CRM systems, and business applications into a single agent interface. The unified desktop is delivered as platform-specific deployments (UWA on Amazon Connect, UWF on Cisco Finesse, UWW on Webex Contact Center, UWD for digital-only) and is complemented by AgentNow for on-demand video CX, Supervisor Desktop, Omni AI Hub for multi-vendor AI orchestration, Assist Knowledge, and Advanced Analytics. Customers buy per-seat subscriptions for cloud or on-premise deployment.
Is Upstream Works Software a public or private company?
Upstream Works Software is a private company. It is classified as founder individual operated bootstrapped and is currently operating.
When was Upstream Works Software founded?
Upstream Works Software was founded in 2000. It employs 11 to 50 people.
Where is Upstream Works Software based?
Upstream Works Software is headquartered in Vaughan, Canada, in the North America region.
How does Upstream Works Software make money?
Three revenue lines are on record. Software Subscription (Per-Seat) is the primary driver. The others are agentNow Cloud Suite (Tiered Subscriptions) and professional Services.
Who are Upstream Works Software's main competitors?
Direct peers on record are Cisco (Webex Contact Center), Microsoft Dynamics 365 Customer Service / Contact Center and Amazon Connect. Broad incumbents are Talkdesk, NICE Ltd. (NICE inContact / CXone), 8x8, Five9 and Genesys. Emerging players are Calabrio and Verint.
Does Upstream Works Software have an API?
No public API is recorded for Upstream Works Software.
What industry is Upstream Works Software in?
Upstream Works Software's product category is Contact Center Software. Its primary akta.pro industry code is BPAEAIAE, Unified Communications & Contact Center for Workplace (UCaaS/VoIP, Meeting Rooms), with a secondary code of HDAEAHAI, Enterprise Work Management & Collaborative Workflow Platforms. Its NAICS code is 54151 and its SIC code is 7373.