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Upstream Works Blog | April 16, 2023

3 Reasons Some Contact Centers are Hesitant to Adopt AI

With Generative AI garnering so much attention lately, it’s clear that AI has become the leading technology trend for 2023. That attention, however, reflects a healthy mix of anticipation and apprehension, not just for consumers, but also for businesses. For...

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Press Releases | March 7, 2023

Upstream Works Applauded by Frost & Sullivan

Upstream Works Applauded by Frost & Sullivan for Improving Productivity, Agent Experience, and Customer Experience and Value Upstream Works enhances agent and customer experience, and improves data consistency, cost reduction, business efficiency, and ROI, increasing customer value.  SAN ANTONIO, TX...

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Upstream Works Blog | March 6, 2023

Reporting on Bots – Why It’s as Bad as IVRs Ever Were

By: Rob McDougall, CEO, Upstream Works Software  Reporting on the performance of conversational AI applications is often challenging, as they must be tailored to a specific business and its needs. As a result, it is difficult to gauge the success...

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Upstream Works Blog | February 28, 2023

AI – Not Just for Chat

By: Rob McDougall, CEO, Upstream Works Software  Conversational AI is often used as a tool for providing customer service through channels like chat or voice. However, email is still a major communication channel for many businesses, and is often overlooked...

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Upstream Works Blog | February 22, 2023

AI Escalations – Be The Elephant!

By: Rob McDougall, CEO, Upstream Works Software  They say an elephant never forgets. Unfortunately, many contact centers have the unfortunate habit of doing just that. With the addition of new AI channels, the problem is only going to get worse. Having to repeat...

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