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Upstream Works Blog | December 14, 2022

3 Ways AI Enables End-to-End CX

Artificial Intelligence (AI) is going to be a defining trend for contact centers in 2023, and IT leaders must be prepared to think broadly about the possibilities. When it comes to AI and customer service, automation usually comes to mind....

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Upstream Works Blog | November 30, 2022

Improve Agent & Customer Experiences with AI-Powered Routing

The pandemic has impacted every aspect of our lives, and the contact center is no exception. There have been several implications in this space that compound each other, with the net result being a more challenging environment for all forms...

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Upstream Works Blog | November 22, 2022

Move From Customer Service to CX with the Right Technology

Before the term “customer experience” (CX) became widely used in the industry, the contact center was focused on “customer service.” When customers needed service – whether a question, a complaint, or technical support – they reached out to the contact...

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Press Releases | November 10, 2022

Upstream Works Recognized for Innovation by TMC Labs

Upstream Works Recognized for Innovation by TMC Labs The Upstream Works Omnichannel Contact Center Desktop is recognized for exceptional innovation.   WOODBRIDGE, ONTARIO (November 10, 2022) – Upstream Works announced today that TMC, a global, integrated media company, has named the Upstream...

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Upstream Works Blog | October 27, 2022

AI – Beyond Simple Messaging

By: Rob McDougall, CEO, Upstream Works Software  Many contact centers have a large focus on using Artificial Intelligence (AI) applications to provide a level of AI-assisted services via the website. Many companies, when they think of conversational AI, think of...

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