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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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Upstream Works Blog | June 25, 2024

How AI Optimizes the Omnichannel CX Journey

When businesses become more customer-centric, customer experience (CX) becomes the focal point for contact center operations. This is a marked change from the conventional model, where customer service was largely transactional and managed query-by-query. Legacy systems supported this model well,...

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Uncategorized | June 18, 2025

On-Demand Webinar: Advanced Enterprise-Ready Solutions on Cisco Finesse & Webex

Learn how Upstream Works enterprise-ready solutions enhance Cisco Finesse and Webex Contact Centers with advanced omnichannel and AI capabilities.

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Upstream Works Blog | June 12, 2024

AI & Omnichannel for Contact Center Success

The omnichannel concept involves integrating various communication channels into a singular interface. This has never been an easy challenge for contact centers to address, as their legacy systems kept channels in separate silos, namely telephony, email, chat, and, more recently,...

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