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Upstream Works Blog | March 28, 2024

3 Use Cases for Video CX in the Contact Center

Customer service has long been telephony-centric when it comes to how agents engage with customers, but digital channels have changed the customer experience (CX) landscape. Webchat is a good solution for simple inquiries but limited in its capabilities and impersonal....

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Press Releases | March 26, 2024

Upstream Works AgentNow is a Stevie Awards Finalist

Upstream Works Named a Finalist in the 18th Annual Stevie® Awards for Sales & Customer Service Honoring Innovation in Customer Service AgentNow on-demand customer service solution recognized for empowering contact centers to improve customer satisfaction and agent performance with faster,...

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Press Releases | March 25, 2024

Upstream Works Announces AgentNow Solution

Upstream Works Announces AgentNow Solution for Instant Customer Service On Demand Simple to Use, Personalized Support Offers Seamless Conversations Using a Mix of Video, Voice, or Chat, and Taps into Available Customer Support Agents WOODBRIDGE, ONTARIO (March 25, 2024) —...

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Press Releases | March 7, 2024

Upstream Works Announces Omni AI Hub

Upstream Works Announces Omni AI Hub, Expediting AI for On-Premise, Cloud, and Hybrid Contact Centers Flexible Solution Supports Client’s Choice of AI; Powers Virtual Customer Self-Service, Agent Assistance, and Exceptional CX WOODBRIDGE, ONTARIO (March 7, 2024) — Upstream Works, an...

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Media Coverage | February 2, 2024

Orchestrating the Agent Experience

How technology can help by augmenting it to provide a sound CX. Just as a symphony’s harmony is only as strong as its weakest instrument, in a contact center, a customer’s satisfaction is intricately tied to the happiness of the...

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