Upstream Works Whitepapers and Reports
Guide
The Modern CX Equation: AI, Human Empathy & Fast Resolutions
A strategic look at the new CX equation, where AI, human empathy, and real-time engagement come together to transform customer interactions.
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Executive Perspectives Report
The CCaaS Debate: A Deep Dive for Large Enterprises & Complex Contact Centers
Upstream Works CEO, Rob McDougall, dives into the CCaaS debate and explores the merits of on-premise solutions for enterprise contact centers.
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Strategic Insight Series
AI & the Modern Contact Center: Keeping Humans in the Middle
Upstream Works CEO, Rob McDougall, shares his insights on AI in the contact center and why it’s imperative to keep human agents in the middle.
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Strategic Insight Series
2024 Customer Experience Trends: Key Trends Impacting Contact Centers in 2024
Presented by J Arnold and Associates, this Strategic Insight Series report explores the key trends contact centers should pay attention to in 2024.
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Frost & Sullivan 2023 Customer Value Leadership Award
Upstream Works Receives the Frost & Sullivan 2023 Customer Value Leadership Award
Learn why Frost & Sullivan recognizes Upstream Works for omnichannel contact center agent engagement, including the analysis process and how our solutions enhance experiences.
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Strategic Insight Series
The Power of AI: The Roles AI & Solution Flexibility Play in Creating Seamless CX
Presented by J Arnold and Associates, this report explores how solution flexibility and AI improve agent and customer experiences.
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Strategic Insight Series
Benefits of the Cloud Contact Center
Cloud-based platforms are becoming more prevalent in contact centers.
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Strategic Insight Series Round-Up
Adjusting to the New Normal in 2021
J Arnold & Associates present the insight series round up on Adjusting to the New Normal in 2021.
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Strategic Insight Series
Embracing Contact Center AI in 2021
J Arnold & Associates present the third in a series focused on Embracing Contact Center AI in 2021.
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Strategic Insight Series
Pandemic Implications for CX and the Contact Center
J Arnold & Associates present the first in a series focused on Pandemic Implications for CX and the Contact Center.
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