Upstream Works
Flexible Solution Supports Client's Choice of AI; Powers Virtual Customer Self-Service, Agent Assistance, and Exceptional CX
WOODBRIDGE, ON / ACCESSWIRE / March 7, 2024 / Upstream Works, an omnichannel contact center solutions company, today announced Omni AI Hub, featuring a suite of standardized AI capabilities for on-premise, cloud, and hybrid contact centers. The Omni AI Hub framework operationalizes AI to provide automated transcriptions, summarization, sentiment, intent, and escalations, which combine to improve both the agent and customer experience and increase efficiency.
The Omni AI Hub provides a flexible framework and approach that allows organizations to accelerate innovation of their existing contact center technology with AI and automation. It enables the practical use of contact center AI to increase productivity, without disrupting the agent desktop experience. The hub supports AI flexibility and provides virtual customer self-service, real-time AI-powered agent assistance, integration with AI-enabled knowledge and performance analytics and reports, to deliver personalized customer engagements and first-time resolutions, across channels and on-premise and cloud contact centers.
"Since the emergence of mainstream, commodity-based AI apps like Chat GPT, customer experience organizations have been very interested in finding a way to benefit from it, but because AI is complex to set up, most have yet to take advantage of it," said Rob McDougall, CEO of Upstream Works. "With Omni AI Hub, we have significantly simplified the implementation of an advanced feature set enabled by AI, while continuing to leverage a contact center's existing infrastructure, using the AI of your choice."
With platform and deployment flexibility and AI capabilities available out-of-the box or as tailored solutions, organizations can quickly advance the potential of contact center AI and further improve efficiency and enhance customer engagements.
Upstream Works Omni AI Hub Key Features:
- A centralized framework with a suite of AI-driven capabilities for on-premise, cloud, and hybrid contact centers
- Maximum flexibility with your choice of AI models, including native Upstream Works AI operating on-premise and cloud (VPC)
- AI Messaging Link standardizes chatbots across different messaging channels for consistent self-service and seamless escalations to an agent
- Agent Assist offers intelligent, real-time agent assistance and guidance with standardization and automation of transcription, summarization, sentiment, intent, and escalation
- Assist Knowledge provides centralized omnichannel knowledge management with AI-enabled summaries and responses
- Performance Analytics and reporting with the same consistent metrics for bots as human agents and intelligent experience insights with A/B testing
- Enterprise-ready, flexible, secure and scalable AI and omnichannel solutions
Upstream Works provides enterprise-ready omnichannel contact center desktop solutions that support innovation and business growth and enable contact centers to operationalize artificial intelligence (AI) while leveraging existing systems and investments. Upstream Works Desktop solutions are adaptable at scale with effective AI and business application integrations for both on-premise and cloud-based contact centers to enable efficient and fast resolutions.
Availability
Upstream Works Omni AI Hub is now available. Upstream Works AI operating on-premise and cloud (VPC) will be generally available in June 2024. To learn more about Omni AI Hub, request a meeting via this link.
About Upstream Works
Upstream Works provides enterprise-ready omnichannel contact center desktop solutions that simplify and improve the agent and customer experience. Our flexible, agent-first desktop solutions support digital transformation, innovation, and business growth, and enable contact centers to operationalize artificial intelligence (AI) while leveraging existing systems and investments. For over 20 years, Upstream Works has helped companies around the world and across industries improve operational efficiency, agent effectiveness, customer experience, and business outcomes.
###
For more information, contact:
Escalate PR for Upstream Works
upstream@escalatepr.co
SOURCE: Upstream Works
View the original press release on accesswire.com
To view this piece of content from www.accesswire.com, please give your consent at the top of this page.
About ACCESS Newswire
Subscribe to releases from ACCESS Newswire
Subscribe to all the latest releases from ACCESS Newswire by registering your e-mail address below. You can unsubscribe at any time.
Latest releases from ACCESS Newswire
TheaMou by Theo Announces Global Revival of the Original Olympic Games and Operation PAME BROSTA at Athens Fashion Week26.11.2025 19:00:00 CET | Press release
TheaMou Ignites Athens Fashion Week with a Goddess-Warrior Revival Rooted in Ancient Greece ATHENS, GREECE / ACCESS Newswire / November 26, 2025 / TheaMou by Theo ("My Goddess" in Greek), the creative umbrella uniting MeaDea by Theo, Iellele by Theo, MiDiosa by Theo, and aligned cultural initiatives, presented its Ancient Greek Goddess & Warrior Collection at Athens Fashion Week on November 14th, 2025. Founder, Sam Stathis, used the Athens Fashion Week stage to officially launch operation PAME BROSTA (Moving forward in Greek) and announce the global revival of the ORIGINAL OLYMPIC GAMES.Sam Stathis with Olympic Angels at Athens Fashion Week Sam Stathis with Olympic Angels and TheaMou by MeaDea models at Athens Fashion Week Three Olympic Angels by Theo, each a crowned national beauty queen (Miss Greece-Star Hellas, Stella Mihailidou, Miss Italia, Federica Rizza, and Miss Netherlands, Elize DeJong), opened the runway show, symbolizing the revival of the True Flame of Greece through divin
Clean Air Metals Files PEA Technical Report for the Thunder Bay North Critical Minerals Project24.11.2025 13:00:00 CET | Press release
THUNDER BAY, ON / ACCESS Newswire / November 24, 2025 / Clean Air Metals Inc. ("Clean Air Metals" or the "Company") (TSXV:AIR)(FRA:CKU)(OTCQB:CLRMF) is pleased to announce that it has filed the Preliminary Economic Assessment (PEA) and updated resource that was completed for its Thunder Bay PGE-Cu-Ni Project near Thunder Bay, Ontario, Canada. The results of the PEA and resource were previously disclosed in the Company's news release dated October 9th, 2025. The PEA outlines an 11-year mine life (+ 2 years of pre-production activities) producing 2,500 tonnes per day from a near-surface, ramp-access underground operation. The report is available under the Company's profile at www.Sedarplus.ca and will be available on the Company's website at www.cleanairmetals.ca. All figures are in Canadian Dollars, unless specified otherwise. Highlights The project has a $219.4M1 pre-tax NPV8 against a project capital cost of $89.5M. After-tax NPV of $157.5M The pre-tax internal rate of return (IRR) is
Capital.com Strengthens European Operations with Expanded Customer Service Hub in Bulgaria24.11.2025 09:00:00 CET | Press release
Reports trading volumes of $744 billion in Q3 2025 SOFIA, BG / ACCESS Newswire / November 24, 2025 / Capital.com, the high-growth trading platform and fintech group, today announced the expansion of its operations in Bulgaria with the opening of a new office at Sofia's Office X Business Garden and a 51% increase in local headcount over the past year. This development aligns with the company's strategy to build specialised centres of excellence across key functions, with Bulgaria leading the way in customer service. Building on its established presence in Sofia and complementing its technology hub in Poland, Capital.com plans to invest up to €5 million into its operational infrastructure to create a centre of excellence for customer service and one of the best workplace experiences in the industry. The Bulgaria hub will set the gold standard for service quality, responsiveness, and multilingual support, playing a pivotal role in supporting clients worldwide while fostering a culture of
Kadence Names OpenAI's Tracy Hawkins as Strategic Advisor to Advance Enterprise Workplace Innovation20.11.2025 15:00:00 CET | Press release
Kadence expands its advisory team to drive the next chapter of connected, AI-enabled workplace strategy. SAN FRANCISCO, CA / ACCESS Newswire / November 20, 2025 / Kadence, the workplace operations platform for people and spaces, today announced that Tracy Hawkins, Vice President of Real Estate and Workplace at OpenAI, has joined the company as a Strategic Advisor. Hawkins will play an important role in helping Kadence accelerate its mission to build more human, connected, and strategically designed workplaces for the modern enterprise.Tracy Hawkins Tracy Hawkins, Vice President of Real Estate and Workplace at OpenAI To accompany today's news, Kadence has published an in-depth conversation with Tracy exploring her vision for the future of human-centered workplace strategy. Read the full story here Hawkins is recognized globally as one of the most influential leaders in modern workplace strategy. Her career spans nearly a decade overseeing global real estate and workplace experience at T
Karbon-X Advances Community-Led Forest Protection in Colombia's Meta Region19.11.2025 15:00:00 CET | Press release
New phase of the Sur del Meta Project expands carbon and biodiversity monitoring while strengthening local governance and livelihoods. CALGARY, AB / ACCESS Newswire / November 19, 2025 / In the heart of Colombia's Meta department, where forests and farmlands converge, Karbon-X Corp. (OTCQX:KARX) ("Karbon-X" or the "Company") is deepening its commitment to people-powered climate solutions through the REDD+ Sur del Meta Project - a long-term conservation initiative that protects 40,637 hectares of natural forest while supporting sustainable livelihoods for nearly 1,000 local families. Developed through ALLCOT - A Karbon-X Company, the project development and advisory arm of Karbon-X, the initiative operates across the municipalities of Vistahermosa, Puerto Rico, Puerto Concordia, and Puerto Lleras, a region historically affected by deforestation and armed conflict. The project partners with local farmers, many of whom are victims of Colombia's armed conflict, helping them transition from
In our pressroom you can read all our latest releases, find our press contacts, images, documents and other relevant information about us.
Visit our pressroom