CX Trends 2026: 3 AI-Driven Shifts Reshaping Contact Center Experiences
In 2026, the most successful contact centers will be those that combine intelligent automation with empowered, well-supported human teams.
Instant, Anywhere CX.
AI-Powered Assist.
Customer Delight.
Upstream Works AgentNow enables instant support right when customers need it – with human, personalized experiences.
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WHAT’S NEW
Upstream Works AgentNow Wins Global Travel Tech Award
AgentNow received a Global Tech Award for Travel Technology, recognizing our on-demand traveler CX solution that enables instant, anywhere support.
Announcing Streamlined UX, Real-Time Transcriptions, & AI Insights
Upstream Works Desktop 7.0 enhancements deliver smarter workflows, real-time context, and faster interactions for standout CX.
Unlocking the Hidden ROI of Live Video Customer Support Solutions
Explore how a live video customer support solution enables deeper customer connections, faster issue resolution, and smarter training insights.
Upstream Works AgentNow Honored with Gold Globee® Business Award
Upstream Works AgentNow CX Solution Honored with Gold Globee® Business Award for Digital Customer Service Innovation.
Upstream Works Mourns the Passing of CEO Rob McDougall
Above all, Rob was a devoted husband and father. To Upstream Works, Rob was our leader, innovator, colleague, and friend.
Live Video CX: 3 Use Cases You Need to Know
Video is the ultimate digital channel: immediate, familiar, and natural for digital natives when seeking customer support.
Announcing AgentNow Cloud Suite for Instant CX Built to Fit Your Business
The AgentNow Cloud Suite enables on-demand CX via live video, voice and chat, with flexible product tiers to fit your unique needs.
Upstream Works Announces Advanced Analytics & Reporting
Real-time and historical dashboards with customizable visualization to help contact centers make smart, informed decisions.
Upstream Works AgentNow Recognized for CX Innovation
AgentNow, Upstream Works’ on-demand CX solution, received the CUSTOMER 2025 Product of the Year Award.
3 Ways to Balance Contact Center AI with Humanized CX
Discover how businesses can balance contact center AI and automation with humanized service to enhance customer experiences and efficiency.
Upstream Works Agent Assist Receives AI Excellence Award
Upstream Works Agent Assist has been named a winner in the 2025 Artificial Intelligence Excellence Awards for Intelligent Agent.
https://www.youtube.com/watch?v=AndW5OqxuU4
WHO WE ARE
Exceptional Agent & Customer Experiences Across All Channels
Keep up with changing customer expectations and give your agents an enhanced agent desktop that will empower them to provide personalized, meaningful and efficient service. Better experiences start with Upstream Works omnichannel desktop solutions.
- Agent-First Desktop Solutions for Highly Productive Agents
- Enterprise-Ready and Support for Multiple Platforms
- AI-Driven Optimization and Innovation
- Personalized CX and Fast Resolutions
OMNICHANNEL CONTACT CENTER SOLUTIONS
Agent-First
Desktop
Unified agent desktop with productivity tools and visibility of all channels, interactions and applications for personalized CX and improved FCR.
Omnichannel
Flexibility
Convenient channel flexibility with voice, email, web chat, messaging, social, video, co-browse, bots, conversational AI and on-demand service with AgentNow.
Business Application Integrations
Integrate with any AI and business application and CRM system to streamline workflows and increase agent efficiency.
Team Management
& Collaboration
Simplify team management with the Supervisor Desktop, performance insights, omnichannel Dashboards, and collaboration tools.
Omnichannel
Reporting
Improve business outcomes with real-time and historical omnichannel Dashboards, reports and analytics including FCR, CES and bot analytics.
Platform
Choice
We offer flexible omnichannel contact center desktop solutions on multiple platforms: Amazon, Cisco, Webex Contact Center and digital.
Omnichannel CX & Self-Service
Offer customers easy and fast resolutions with consistent omnichannel engagements and AI-powered self-service across messaging channels.
Suite of
AI Capabilities
Our AI solutions power intelligent agent assistance and virtual customer assistance with automated summaries, intent, sentiment, and more.
Enterprise-Ready
& Secure
Upstream Works desktop solutions are enterprise-ready, scalable, flexible, secure, and are SOC 2 and HIPAA complaint.
Our Technology Partners
We’ve partnered with best-of-breed AI and technology partners to offer innovative and effective solutions that ensure business success. Integrate with any AI application to power agent assistance and conversational AI channels or bring all your data together with business application and CRM integrations.
Our Solution & Reseller Partners
We work with trusted solution and reseller partners around the world to offer comprehensive omnichannel solutions that support innovation and digital transformation.
BETTER EXPERIENCES FOR AGENTS & CUSTOMERS
Empowered & Productive Agents
Give your agents the tools they need to offer exceptional CX with a unified desktop and full visibility of CX journeys, interactions and data across all channels. Our agent-first desktop removes complexities from agent workflows and enables personalized engagements.
Helping AI Help Agents
Integrate the agent desktop with best-of-breed AI apps without creating new silos. Provide agents with real-time guidance across all channels with our suite of AI capabilities including the AI-powered Virtual Agent Portal for faster resolutions and better FCR.
Intelligent Self-Service & Customer Experiences
Offer convenient self-service and hyper-personalized CX on any channel. Upstream Works’ digital channel flexibility allows you to add channels and offer self-service options like chatbots for anytime support and easy escalations for a seamless customer journey.
Optimize Performance with Reports & Analytics
Upstream Works enables greater efficiency with consistent omnichannel reporting and metrics, including conversational AI and bots. Gain deeper performance insights and make data-driven decisions that will help you improve CX and agent productivity.
Reduce Agent Desktop Complexity
Streamline and automate agent workflows by seamlessly integrating the Upstream Works agent desktop with AI, business apps and CRMs. Give your agents one-click access to all the data they need to provide efficient customer engagements.
Innovation & Cloud Migration Flexibility
Innovate and evolve your contact center while leveraging existing and emerging technology. Our flexible omnichannel solutions allow you to migrate to cloud solutions at your own pace and maintain a consistent agent desktop experience for minimal disruption.
PRAISE FOR UPSTREAM WORKS
