The Upstream Works blog.
Failure demand, AI in CX, contact-center strategy and company news.
Announcing the Agentic AI Platform for Contact Centers
Introducing the Upstream Works agentic AI platform, built for agentic AI orchestration that autonomously resolves CX and guides agents in real time.
Removing Failure Demand: The Hidden Cost of Customer Friction
Failure demand increases costs, repeat contacts and customer friction. Discover how AI helps optimize the modern customer journey.
CX strategyThe Shift from CCaaS to Experience Orchestration: Rethinking CX
Shift from managing interactions to experience orchestration. Discover how an AI-powered contact center reduces failure demand and unifies the agent desktop to ensure successful resolutions.
AI & UWXPCustomer Experience Automation & Reducing CX Friction
Learn how to move from reactive service to a frictionless, AI-driven customer journey.
CX strategyCustomer Experience Strategy & Leadership Alignment
Who owns the customer experience strategy in your organization? Discover why clear customer experience ownership is critical for leadership alignment and measurable CX success.
AI & UWXPCX Trends 2026: 3 AI-Driven Shifts Reshaping Contact Center CX
In 2026, the most successful contact centers will be those that combine intelligent automation with empowered, well-supported human teams — all connected through unified data and seamless AI-powered omnichannel engagements.
CX strategy3 Ways Your Contact Center Can Enhance the Agent Experience
To better understand the importance of a consistent agent experience, here are three examples of how central the desktop environment is for enabling great CX.
PlatformUnlocking 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.
PlatformLive Video CX: 3 Use Cases You Need to Know
As contact centers race to embrace AI, it’s easy to overlook a channel that hasn’t played a big role in customer experience (CX) until now – video CX.
AI & UWXP3 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.
AI & UWXP3 Transformative Benefits of Artificial Intelligence in Contact Centers
Learn how AI in contact centers can enhance customer service, streamline operations, and improve agent efficiency.
AI & UWXP2025 CX Trends: AI Innovation for On-Premise & Cloud Contact Centers
Explore how on-premise and cloud contact centers are innovating with AI and why on-premise innovation is still at the forefront for some industries.
CX strategyTransform CX in 2025 with These Key Contact Center Trends
Explore the top contact center trends for 2025, including the impact of AI, mastering omnichannel experiences, and hyper-personalizing customer interactions.
AI & UWXPReady for Contact Center AI? 3 More Questions to Consider
We continue our analysis with three more questions contact center leaders will need to address.
AI & UWXPReduce AI Complexity & Keep Humans in the Middle [Video]
Discover how to reduce AI complexity while enhancing CX with a balanced approach in part two of our blog series on the AI revolution.
AI & UWXPThe AI Revolution in CX & Creating Super Agents
This post is a summary of Upstream Works CEO, Rob McDougall's talk at Fall ’24 AI/COMM titled The AI Revolution in Customer Interaction.
AI & UWXPReady for Contact Center AI? 3 More Questions to Consider
Is your contact center ready for AI? Explore three key questions that leaders must address for successful implementation of AI in contact centers.
AI & UWXP3 Ways Contact Center AI is Redefining the Agent Experience
Contact center AI can revolutionize the agent experience by automating tasks and process. This blog highlights three use cases.
AI & UWXPContact Center AI & Operational Efficiency
AI-driven automation improves both customer satisfaction and operational efficiency.
AI & UWXPHow AI Optimizes the Omnichannel CX Journey
Explore our latest blog post on how AI improves the omnichannel customer journey!
AI & UWXPAI & Omnichannel for Contact Center Success
Check out our latest blog for two compelling examples of how AI is revolutionizing omnichannel capabilities in enterprise contact centers.
AI & UWXP3 Ways AI Improves Agent Experience
Our latest blog post outlines three practical applications of AI that will improve the agent experience and, in turn, improve CX.
Platform3 Use Cases for Video CX in the Contact Center
Our latest blog post explores three practical vertical use cases for video engagements in contact centers.
PlatformTravel Contact Centers & Video Customer Experiences
This blog highlights how video can transform CX in travel contact centers, specifically with airlines.
AI & UWXPUnlocking the Potential of Generative AI in Contact Centers
Our CEO Rob McDougall shares exciting opportunities for Generative AI in contact centers in this blog post.
AI & UWXPAI for Cost Savings? Beware the Service Recovery Paradox
Realists accept the credo that “you won’t be replaced by AI, you’ll be replaced by someone using AI.
CX strategyWhat Does It Take to Be Enterprise Ready for Today’s CX?
Enterprise-ready contact center solutions provide the flexibility needed to support your omnichannel CX strategy.
AI & UWXP3 Ways AI Enhances Contact Center Reporting
Reporting in Contact Centers can help decision-makers evaluate performances and AI is the best way to enhance reporting and analytics in contact centers.
PlatformUpstream Works | Next-Gen CX with Webex Contact Center Solutions
Cisco Live 2023 Americas showcased Upstream Works on Webex Contact Center (UWW) solutions driving next-gen CX transformation.
AI & UWXPBecome Enterprise-Ready with AI
This blog explores two ways AI can help contact centers become more enterprise-ready.
CX strategyRedefining Agent and Customer Engagement
Read this exclusive interview by CIO Bulletin with our CEO, Rob McDougall about how we help organizations improve agent experience.
Company newsDuring Cisco Live 2023 – Upstream Works Supports Cisco’s Commitment to Deliver Exceptional Customer Engagements
During Cisco Live 2023 – Upstream Works Supports Cisco’s Commitment to Deliver Exceptional Customer Engagements.
AI & UWXP3 Ways AI Can Improve Agent Engagement
This blog outlines three ways AI can improve agent engagement and overall performance.
AI & UWXP3 Reasons Contact Centers Should Adopt AI Today
Here are three reasons leaders should adopt AI in the contact center today, and how doing so can lead to better agent and customer experiences.
AI & UWXP3 Reasons Some Contact Centers are Hesitant to Adopt AI
AI can play a pivotal role in the contact center, but some leaders are hesitant to adopt this new and ever-evolving technology.
AI & UWXP2 Ways AI Can Mitigate Fraud in Contact Centers
As contact centers see a rise of inbound fraud, it’s important to consider technologies like AI that will mitigate and prevent fraud.
AI & UWXPReporting on Bots – Why It’s as Bad as IVRs Ever Were
Reporting on the performance of conversational AI applications is challenging, and must be tailored to a specific business and its needs.
AI & UWXPAI – Not Just for Chat
AI is often used for chat and voice customer service but is often overlooked for email.
AI & UWXPAI Escalations – Be The Elephant!
With conversational AI, the end user is asked to input a lot of information into the AI to resolve an issue using self-service.
CX strategyTop Agent Experience (AX) Trends of 2023
This blog examines two leading agent experience (AX) trends for contact center leaders to focus on in 2023.
CX strategyTop CX Trends of 2023
This blog outlines the top customer experience (CX) trends for contact centers in 2023.
AI & UWXP2023 Trends: AI for Better Agent & Customer Experiences
In 2023, AI should be a priority for contact center leaders to improve agent experience (AX) and to make customer experience (CX) smarter.
AI & UWXP3 Ways AI Enables End-to-End CX
This blog talks about how AI takes more of an end-to-end approach with customer experience (CX), including before the interaction, during the interaction and after the interaction.
AI & UWXPImprove Agent & Customer Experiences with AI-Powered Routing
Mitigate rising contact volumes with intelligent, AI-powered routing to decrease incoming inquiries into the contact center and improve CX.
CX strategyMove From Customer Service to CX with the Right Technology
This blog focuses on two particular ways to provide a solid foundation for moving from customer service to digital customer experiences.
AI & UWXPAI – Beyond Simple Messaging
Providing a usable Email AI application, in conjunction with a separate Conversational AI application, will create more new silos of customer service for agents and consumers.
AI & UWXPCreate Seamless Contact Center Experiences with AI Application Integrations
AI-based applications can bring solid business value, but as the digital transformation unfolds in the contact center space, these are the capabilities required for seamless CX.
CX strategySuccessful Digital Transformation Requires These 2 Strategies
Digital Transformation should be driven by two strategies to meet customer and contact center leaders' expectations.
AI & UWXPEXECUTIVE INSIGHTS – In Conversation: Rob McDougall, CEO of Upstream Works, on AI & Setting Expectations in the Contact Center
UPSTREAM WORKS CEO, ROB MCDOUGALL was recently interviewed by independent technology analyst Jon Arnold.
AI & UWXPAI Reporting and its Impact on the Agent and Customer Experience
Reporting is central to success when adopting new technologies like AI that drive results and improve both agent and customer experience.
AI & UWXPProvide a Better Agent Experience with AI Application Integrations
Here are three ways AI application integrations in the contact center will improve the agent experience (AX) and, in turn, improve the customer experience (CX).
AI & UWXPHelping AI Help Agents: A Better Way to Use AI Applications in the Contact Center
AI applications come in many flavors – conversational AI for chatbots, robotic process automation (RPA), intelligent virtual agent assistants, and email auto responders.
CX strategy3 Essential Factors for Onboarding Contact Center Agents
Providing a good agent onboarding experience can go a long way to making them high-performing agents and increase speed of competency.
CX strategyMaintaining Staff and Improving Speed to Competency During the Great Resignation
What's your employee retention strategy to combat the Great Resignation? Read this blog to know more.
CX strategy2 Key Pillars of Your Contact Center Digital Transformation Strategy
Digital transformation has become the top priority for contact center leaders. Here are two pillars for your digital transformation strategy.
AI & UWXPTransform Agent & Customer Experiences with AI Applications
AI applications are important tools in transforming the agent and customer experiences. Read this blog post to learn more.
CX strategyDigital Transformation Made Simple: Keeping Pace with CX Innovation
Developing a winning digital transformation strategy – without the need to start from scratch – relies on three key pillars.
CX strategyFrom CEO Rob McDougall: Where Have All the People Gone?
Check out our CEO's article on how contact centers can address issues like staffing shortages by shifting their focus from the CX to AX.
CX strategy4 Signs Your Contact Center is Ready for Digital Transformation
Read the four signs your contact center is ready for digital transformation.
CX strategyDigital Transformation Strategies for 2022
Your digital transformation strategies will be a core part of your contact center in 2022 and beyond. Read this blog to learn of two key considerations.
CX strategyBringing Digital Channels into the Contact Center and Beyond
Here are three key factors call centers should consider when moving forward with digital channels for better customer experiences (CX).
CX strategyTo Evolve CX, Evolve Your AX
The more modern form of evolution begins with understanding what defines CX and adapting the contact center to support that.
Platform3 Valuable Considerations for Omnichannel Transformation
Read this blog to understand the transformational approach, making omnichannel a top priority for IT decision makers.
CX strategyEmbrace Digital Channels to Drive Transformation
Concepts for contact center leaders to consider in customer experience transformation.
CX strategyEvolving CX Beyond the Contact Center
Implications for contact center leaders to consider in making the right buying decisions.
Platform4 Ways Cloud-Based Contact Center Solutions Increase Flexibility
Contact center leaders need to consider the overall benefit of cloud, namely the flexibility of the platform itself.
Platform3 Ways Cloud Contact Center Solutions Enable Innovation
It’s easy for contact centers to build a business case for adopting cloud technology – reasons ranging from meeting the needs of today’s customers to finding an economical path to modernizing the contact center.
Company newsCloud Solutions for Better Customer and Agent Engagements [Webinar]
Join our webinar to get an in-depth look at Upstream Works for Amazon Connect with our Solutions Architects, who will highlight the features and tools that will optimize your contact center.
Platform3 Ways Cloud Solutions Benefit Contact Center Management
When considering cloud as part of your contact center roadmap, it’s easy to think in terms of specific audiences and how each would benefit.
Platform3 Ways Cloud Contact Center Software Benefits Customers
Read our recent blog post on how cloud contact center solutions can provide great benefits to the customer experience.
Platform3 Ways Cloud Contact Center Solutions Benefit Agents
Read three benefits for contact center agents when organizations migrate to cloud contact center solutions.
AI & UWXPCloud Contact Centers: 5 Considerations for IT
Read about the five considerations IT should take into account when implementing a cloud platform in the contact centers.
PlatformGive Customers the Effortless Engagements They Deserve with Upstream Works for Amazon Connect
Customers want First Contact Resolution (FCR) and proactive service with agents who can predict upcoming issues.
AI & UWXPNext-Gen Contact Centers: The Tech You Need to Support CX
This blog dives into Next-Gen Technologies including Cloud, AI technologies, that Contact Centers should consider.
AI & UWXP3 Technologies Contact Centers Need in 2021
Three Call Center Technologies include an omnichannel agent desktop, integrated knowledge management, and intelligent reports and analytics.
AI & UWXPThe Accelerated Need for Digital Transformation in 2021
Read about the Digital Transformation roadmap contact centers need to follow to keep CX strong during COVID-19.
AI & UWXP5 Ways to Automate Contact Centers with AI in 2021
Read about five specific applications that can be applied to illustrate how AI can automate contact centers.
AI & UWXP3 Reasons Your Organization Needs Digital CX in 2021
Here are three examples of how a digital approach makes for a better digital customer experience in contact centers.
Platform3 Drivers of CX Success in 2021
As the pandemic continues and businesses continue shifting focus to accommodate necessary changes, we’ve seen brand new drivers of customer experience (CX) success arise.
CX strategy5 Ways to Keep Contact Center Agents Engaged
It’s important agents feel engaged at work and are happy in their roles, with the companies they work for and the opportunities those companies make available to them.
Platform4 Ways to Bring a Human Touch to Contact Center CX
The difference between good and excellent contact center CX is providing customers with a human touch.
AI & UWXP2 Key Technologies Contact Centers Need for WFH Agents
There are two key technologies contact centers need for work-from-home agents to thrive during the global pandemic.
Platform3 Ways Contact Centers Can Manage the Transition to Home-Based Agents
This is the second article in a three-part series about how COVID-19 is impacting contact centers and how they can adapt to this new normal.
PlatformHow Omnichannel Contact Centers Can Maintain Business Continuity During a Pandemic
This post is the first in a three-part series examining key issues to help omnichannel contact centers respond effectively during the pandemic.
Platform5 Factors of Omnichannel Contact Center Success in the New Normal
Every contact center has a universal goal: to provide exceptional customer service. But doing so isn’t always that simple.
PlatformThe Growing Use Case for Video and Co-Browse in Customer Care
Remote working is in the spotlight like never before, and work from home (WFH) has become the tech acronym du jour.
PlatformWhy Seamless CX Matters More Than Ever
At face value, providing seamless customer service should be the goal of every contact center.
AI & UWXPHow AI Drives Innovation for a Better CX
This is the last in a series of blog posts examining key contact center trends for 2020, and the first three lead up to this broader theme of innovation driven by Artificial Intelligence (AI).
AI & UWXPThe Power of Empowerment: Agents and CX
So far, this series has addressed the impact of digital transformation and the importance of personalization as key contact center trends to follow in 2020.
PlatformCX – Making it Personal in 2020 with Omnichannel Optimization
Most technology decisions for contact centers are now built around CX –where personalization is one of the most powerful drivers.