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Upstream Works Blog | September 19, 2024

3 Ways Contact Center AI is Redefining the Agent Experience

AI's transformative nature means its impact will be felt across the contact center, both internally and among customers. Improving the customer experience (CX) is paramount, but the agent experience (AX) isn’t far behind and involves different use cases and outcomes....

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Press Releases | September 10, 2024

Upstream Works Omni AI Hub & Upstream Works AI Now Available

Upstream Works Announces Omni AI Hub and Upstream Works AI Availability for On-Premise and Cloud Contact Centers Enterprise-ready, flexible AI solutions for efficient agent assistance and enhanced customer experience. WOODBRIDGE, ONTARIO (September 10, 2024) — Upstream Works, an omnichannel contact...

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Media Coverage | July 23, 2024

Corporate Liability in the Age of Artificial Intelligence

The AI revolution is here, but are companies ready to take accountability? Our CEO, Rob McDougall delves into the balance of AI innovation and corporate responsibility for Smart Customer Service. Keep reading to learn how companies can utilize AI while...

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Upstream Works Blog | July 25, 2024

Contact Center AI & Operational Efficiency

Automation and cost savings are key drivers for contact centers investing in AI, but these ideas are too high-level to build a business case around. Automation holds universal appeal, especially for contact centers, which are still primarily rooted in legacy...

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Media Coverage | June 14, 2024

What is customer intelligence? Understand your customers to drive revenue

“Customer intelligence is crucial to many areas of business success. From knowing what items to stock on a shelf (and even where to stock them), to understanding what products to build, how to sell them, and how to price them,...

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