Upstream Works Social Listening by Cisco | Contact Center Analytics — UWF-FLX-SOC

Turn social chatter into operational signal. Cisco Upstream Works - Social Listening gives contact center and customer experience teams a clearer view of what customers are saying across social channels, so they can spot issues earlier and respond with context. Instead of relying on fragmented manual review, teams can track sentiment patterns, identify recurring themes, and route attention to the conversations that matter most. Built for organizations that treat customer experience as a measurable business function, this software supports faster awareness of service friction and brand risk. It helps teams move from reactive monitoring to structured listening, making it easier to align support, communications, and escalation paths around real customer feedback. For enterprises managing high volumes of public interaction, the value is precision. You get a focused listening layer that supports better prioritization, more informed responses, and a stronger understanding of customer sentiment over time. That makes it easier to protect service quality, reduce response lag, and improve decision-making across the customer support stack. Ideal For Monitoring brand sentiment during product launches Detecting service issues before they escalate across social channels Supporting contact center teams with prioritized customer feedback Tracking recurring complaints to inform CX improvements Why This Product 1 More focused than generic social monitoring tools 2 Built for customer experience and contact center workflows 3 Helps prioritize service issues using sentiment signals 4 Supports enterprise-scale visibility into public feedback