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Upstream Works Blog | November 16, 2023

Travel Contact Centers & Video Customer Experiences

During the pandemic, video became a must-have communications tool, and it has transformed the way we work. In the workplace, video conferencing is now the standard for distributed teams and, for many, video calling has supplanted telephony for one-to-one calls....

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Press Releases | November 8, 2023

Announcing Upstream Works Desktop 6.1 

Upstream Works Leads with Security Advancements and Ease of Management in Contact Center Desktop Solution Upstream Works Desktop 6.1 Improves Security, Optimizes Engagements & Features New Performance Reports WOODBRIDGE, ONTARIO (November 8, 2023) – Upstream Works, an omnichannel contact center...

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Agent seeing laptop
Upstream Works Blog | September 28, 2023

Unlocking the Potential of Generative AI in Contact Centers

By Rob McDougall, CEO, Upstream Works In the rapidly evolving world of customer service, the role of artificial intelligence (AI) has taken on increasing visibility. Within the realm of contact centers, AI can serve as a powerful tool, offering solutions...

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Upstream Works Blog | July 21, 2023

AI for Cost Savings? Beware the Service Recovery Paradox

By Rob McDougall, CEO, Upstream Works The Fast Mode (July 2023) In May, British Telecom (BT) became cannon fodder for headline writers when, during an earnings call, it sharedthat it would “unequivocally...be a beneficiary of AI.” Company leaders went on...

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Upstream Works Blog | September 12, 2023

What Does It Take to Be Enterprise Ready for Today’s CX?

Regardless of where enterprises are on their customer experience (CX) journey, they need to consider the goals of their CX strategy and the support for enterprise-readiness as they modernize the contact center, to ensure they are supporting the broader business...

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