Upstream Works
7.3.2024 17:12:21 CET | ACCESS Newswire | Press release
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
GoodData.AI Launches the Agentic Serving Plane, a New Category of Enterprise Data Infrastructure for AI Agents10.11.2026 15:30:00 CET | Press release
SAN FRANCISCO, CA / ACCESS Newswire / November 10, 2026 / GoodData.AI, the open agentic analytics platform, today launched the Agentic Serving Plane, a governed execution layer designed for the high-concurrency, context-rich data workloads created by AI agents. The Agentic Serving Plane sits between enterprise data platforms and the applications, analytics experiences and agents that consume them. It provides workload serving, business semantics, contextual grounding, access control, and AI execution services through a common governed layer. The current enterprise data infrastructure was designed primarily for humans: occasional queries, predictable workloads, and access by known users. AI agents operate differently. A single business task can generate tens or hundreds of short-lived data operations as an agent investigates, reasons, and decides what to ask next. When many agents operate simultaneously, intermittent human querying becomes continuous, high-concurrency agentic demand. Ag
Envision Pharma Group appoints Leigh Anne Siino as Senior Vice President of Commercial, Two Labs and Riparian10.11.2026 15:00:00 CET | Press release
FAIRFIELD, CT / ACCESS Newswire / November 10, 2026 / Envision Pharma Group (Envision), a global, technology-enabled solutions partner to the life sciences industry, has appointed Leigh Anne Siino as Senior Vice President of Commercial, Two Labs and Riparian. Siino will lead a team providing best-in-class launch and revenue management services to the biopharma community. Pharma and biotech companies across the industry seek suppliers who can support them from their earliest stages, often before they have built in-house commercial, market access, and revenue management capabilities. Two Labs provides commercialization services and consulting support as these companies prepare for and execute successful launches; Riparian offers consulting, managed services, and technology to manage and protect revenue as their therapies reach patients. Together, Envision's Two Labs and Riparian businesses offer a single, connected solution spanning launch and beyond. Under Siino's leadership, clients wi
Securitas Healthcare Introduces a New Era of RTLS Built for the Future of Healthcare Operations10.11.2026 14:00:00 CET | Press release
LINCOLN, NE / ACCESS Newswire / November 10, 2026 / Securitas Healthcare, a leading provider of real-time visibility and protection solutions for the healthcare industry, today announced the next generation of its MobileView® Real-Time Location System (RTLS) platform. The expanded platform introduces MobileView Cloud, new solution capabilities, enhanced user experiences, and flexible deployment, technology, and integration options that help healthcare organizations transform real-time visibility into operational intelligence. As health systems navigate workforce shortages, capacity constraints, and growing demands for efficiency and better patient experiences, timely access to operational and clinical information has become essential to managing increasingly complex care environments. Today's RTLS platforms provide the visibility and intelligence needed to improve patient throughput, enhance safety, optimize resource utilization, and support the connected operations required to enable
Opti Digital Launches NEXA, an AI-Powered Intelligence Layer9.11.2026 12:00:00 CET | Press release
PARIS, FR / ACCESS Newswire / November 9, 2026 / Opti Digital, the leading AdTech company specialising in publisher revenue optimisation, today announced the launch of NEXA, its AI-powered intelligence layer designed to connect signals across the Opti Digital platform and help publisher teams make faster, better-informed decisions. Publisher teams work with revenue data, bidder signals, inventory changes, traffic shifts, alerts and dashboards as part of their daily operations. The opportunity lies in connecting these signals quickly enough to understand what changed, what is driving performance, what deserves attention and where teams should focus next. By streamlining how teams investigate performance changes, NEXA is designed to help them move faster from a signal to an informed decision. NEXA's first client-facing capability, NEXA AI Assistant, brings conversational analysis into publisher monetisation workflows. Connecting the Dots in Monetisation Through NEXA AI Assistant, users c
Valsoft's TAG Software Group Enters the Content Operations Market with the Acquisition of Chalco6.11.2026 16:25:00 CET | Press release
MONTRÉAL, QC / ACCESS Newswire / November 6, 2026 / Valsoft Corporation Inc. ("Valsoft"), a Canadian company specializing in the acquisition and long-term development of vertical market software businesses, today announced the acquisition of 100% of Chalco, a software platform for managing the full lifecycle of product content and information, from Hyphen-Group. The deal marks Valsoft's entry into the content operations market, a fast-growing space that is increasingly critical to organizational growth in the age of AI, and brings the number of industries in which Valsoft operates to more than 20. The acquisition was completed by TAG Software Group through Chalco Technologies Srl ("Chalco Technologies"), a newly formed company wholly owned by Valsoft. Chalco was developed within Hyphen-Group, an Italian company active in the content operations market for more than 25 years, with offices in Affi (Verona), Milan, and Lugano, Switzerland, and a client base that includes some of the world'
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