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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 | July 23, 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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Media Coverage | April 23, 2024

Agents and AI: A Winning Combo in Contact Centers

Human agents receive the support to make their jobs more manageable, reducing contact center churn while improving customer engagements. In recent years, contact centers charged with managing customer experience (CX) have undergone a transformation. Specifically, customer service agents, with calm...

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Media Coverage | April 22, 2024

Why calling customer service has so many ‘speed bumps’

When it comes to calling customer service and successfully reaching a live agent, Rob McDougall knows all the tricks. The CEO of Upstream Works Software, which provides omnichannel contact center solutions, is no stranger to pressing “zero” repeatedly when met...

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