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
Karbon-X and Evertrak Sign Letter of Intent to Advance Infrastructure-Linked Plastic Waste Reduction Credit Initiative19.5.2026 19:45:00 CEST | Press release
Proposed initiative would evaluate the potential generation of Verra-aligned Plastic Waste Reduction Credits for approximately 200,000 railroad ties made from recycled plastic currently installed across railroad infrastructure in North America. CALGARY, AB / ACCESS Newswire / May 19, 2026 / Karbon-X Corp. (OTCQB:KARX) ("Karbon-X" or the "Company"), a vertically integrated climate solutions company operating across compliance and voluntary environmental markets, today announced the signing of a Letter of Intent with Evertrak LLC ("Evertrak"), the leading manufacturer of Glass Fiber Reinforced Composite (GFRC) railroad ties made from recycled plastic, to explore an infrastructure-linked Plastic Waste Reduction Credit ("PWRC") initiative under Verra's Plastic Waste Reduction (PWR) Standard. Across North America, 20 million railroad ties made from wood are replaced annually. Approximately 4-6 million of those ties are less than 12 years old. Safe, resilient, and efficient railroad infrastr
AP Technologies Acquires Blueacre Technology, Adding Nitinol and Precision Laser Processing to Its Catheter Platform19.5.2026 16:00:00 CEST | Press release
Acquisition extends AP Technologies' vertically integrated catheter platform into nitinol and precision laser processing. Dundalk, Ireland joins the company's network of Centers of Excellence as its first European operation. SINGAPORE AND DUNDALK, IRELAND / ACCESS Newswire / May 19, 2026 / AP Technologies, a vertically integrated contract manufacturer of catheters and medical tubing, today announced the acquisition of Blueacre Technology, a Dundalk, Ireland specialist in laser micromachining and nitinol processing for the medical device industry. The acquisition establishes AP Technologies' first European operation in Ireland's medtech corridor, and extends its catheter platform into the laser-processed metallic components used in next-generation minimally invasive devices. Terms were not disclosed. Blueacre brings nearly two decades of capability in laser micromachining and nitinol processing for the medical device industry, including femtosecond and picosecond laser cutting, laser we
Business Leaders Still Primarily Use AI for Simple Tasks, Study from General Assembly and EZRA Finds19.5.2026 15:00:00 CEST | Press release
Those who have received leadership-specific AI training more likely to use AI more often and more strategically NEW YORK CITY, NY / ACCESS Newswire / May 19, 2026 / A new survey of more than 500 U.S. and U.K. business leaders found that while they are increasingly confident in their own AI skills, the most common use cases of the technology at the leadership level remain simple tasks like searching for information (69%), summarizing documents (68%) and drafting emails (58%). Strategic applications such as scenario planning (27%), organizational design (27%) and financial modeling (28%) lag far behind. The research was conducted by General Assembly, a global leader in practical AI skills training, in collaboration with EZRA, a leading global coaching and learning provider, both LHH brands. The study also surfaces a sharp divide between leadership levels. Vice presidents consistently fall behind director-level colleagues across nearly every measure of AI adoption and competence, emerging
Europe's Hospital Cybersecurity Hot Zones and Top Cyber Vendors as EHR and EPR Attacks Shift From Data Theft to Care Disruption19.5.2026 14:50:00 CEST | Press release
Recent European hospital incidents, NIS2 accountability, EPR exposure, supplier concentration, and 72-hour downtime weakness are pushing buyers toward clinical-continuity cybersecurity ahead of HIMSS26 Europe COPENHAGEN, DK / ACCESS Newswire / May 19, 2026 / Black Book Research today issued a new European hospital cybersecurity advisory identifying the countries, attack surfaces, vendor categories, and evaluation standards now shaping hospital cybersecurity buying decisions across Europe. The advisory builds on Black Book's Pre-HIMSS26 Europe Copenhagen Cybersecurity Demand Pulse Survey of 284 self-identified European hospital, health system, HIT, clinical-digital, cybersecurity, procurement, risk, and executive respondents seeking cybersecurity options around HIMSS26 Europe in Copenhagen. Black Book reports that European hospital cybersecurity has moved beyond breach response. The 2026 priority is now clinical availability: protecting EHRs, EPRs, identity systems, lab platforms, pharm
AI Trading Bots Revolutionise Stock, Gold, and Forex Trading: Funds Coin Leads the Move with Guaranteed Profit Option Strategy19.5.2026 14:00:00 CEST | Press release
DENVER, CO / ACCESS Newswire / May 19, 2026 / Forex has always been the world's largest digital financial market in 2026. Now it has become entirely a 24-hour, data-saturated environment. According to the Bank for International Settlements, global OTC foreign exchange turnover reached $9.6 trillion per day in April 2025. This means the foreign exchange turnover was up 28% from 2022. This is a figure that underscores just how deeply connected forex is to global liquidity, risk management, and capital flows. Inside that volume, the competition has intensified dramatically. In 2026, retail traders are no longer competing mainly against other individuals; they are competing against automated systems, and AI-assisted execution engines like Funds Coin. The platform operates across stocks, forex, and financial markets simultaneously. Manual trading, in this environment, is not just inefficient. It is structurally outpaced. Why AI Bots Are Taking Over Forex The following table is provided for
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