Upstream Works Announces Omni AI Hub and Upstream Works AI Availability for On-Premise and Cloud Contact Centers
Enterprise-ready, flexible AI solutions for efficient agent assistance and enhanced customer experience
WOODBRIDGE, ON / ACCESSWIRE / September 10, 2024 / Upstream Works, an omnichannel contact center solutions company, today announced the availability of Omni AI Hub and Upstream Works AI as part of the Upstream Works desktop solution. Omni AI Hub is a suite of artificial intelligence (AI) orchestration capabilities that allows on-premise and cloud contact centers to seamlessly operationalize their choice of AI, including Upstream Works AI and third-party AI providers, to power and automate self-service, real-time agent assistance and exceptional customer experiences.
Omni AI Hub continues Upstream Works' focus on leveraging existing systems and investments and provides a flexible approach that allows contact centers to use the AI of their choice to power greater efficiency with automated conversation summaries, transcriptions, sentiment, intent, and escalations. This enables on-premise and cloud contact centers to increase agent productivity, personalize customer conversations and improve first contact resolution success.
"Helping AI Help Agents continues to be a focus of our company," said Rob McDougall, CEO of Upstream Works. "That's what the Omni AI Hub and Upstream Works AI do, by enabling the practical use of AI and simplifying the implementation of a ready out-of-the-box advanced feature set, with the flexibility to tailor solutions for on-premise and cloud contact centers."
Upstream Works Omni AI Hub features include:
A centralized framework and suite of AI capabilities for on-premise, hybrid and cloud contact centers
Upstream Works AI ready out-of-the-box for on-premise and cloud environments with automation of conversation summaries, transcriptions, sentiment, and intent
Flexibility to operationalize native Upstream Works AI model and third-party AI providers
Agent Assist to provide insights with standardization of conversation summaries, customer and agent sentiment, customer intent and details, transcriptions, and transitions/escalations
Automates the delivery of real-time contextual information to customers and agents drawn from knowledge (including Upstream Works Assist Knowledge or third-party knowledge)
AI Messaging Link to standardize chatbots across different messaging channels for consistent self-service and seamless transitions to a human agent as needed with automated conversation summaries
Assist Knowledge to provide centralized omnichannel knowledge management with AI-enabled summaries and responses
Performance Analytics and A/B testing of multiple AI providers for optimized productivity
Omni AI Hub and all Upstream Works solutions are enterprise-ready, scalable and secure.
Upstream Works flexible AI and omnichannel desktop solutions are adaptable at scale with seamless AI and business application integrations for both on-premise and cloud contact centers, enabling organizations to empower agents, delight customers and deliver efficiencies. To learn more about Omni AI Hub, request a meeting via this link.
About Upstream Works | www.upstreamworks.com
Upstream Works provides enterprise-ready AI and 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 worldwide and across industries improve operational efficiency, agent effectiveness, customer experience, and business outcomes.
###
For more information, contact:
Escalate PR for Upstream Works
upstream@escalatepr.com
SOURCE: Upstream Works
View the original press release on accesswire.com
Upstream Works
Subscribe to releases from ACCESSWIRE
Subscribe to all the latest releases from ACCESSWIRE by registering your e-mail address below. You can unsubscribe at any time.
Latest releases from ACCESSWIRE
Addressing Climate Change by Changing Our Food Systems14.1.2025 14:00:00 CET | Press release
WASHINGTON, D.C. / ACCESSWIRE / January 14, 2025 / The year 2024 was the hottest year on record. For the first time the average global temperature rose to 1.6C above preindustrial levels, exceeding the 1.5C vital to preventing accelerating climate change. The effects of climate change are now visible on every continent.Image: www.freepik.com Up to a third of global greenhouse gas production to date can be attributed to animal agriculture and food systems. Yet, most climate change solutions neglect the importance of food systems in climate change mitigation. In the article, ‘Solving Climate Change Requires Changing Our Food Systems,' published in leading scientific journal Oxford Open Climate Change, prominent scientists from around the world propose that the pressing nature of irreversible climate change requires rethinking our food systems. Lead researcher Dr Feigin and her co-authors assert that "we must undertake a global shift to a fundamentally plant-based diet and a gradual globa
The AI Gap: New Survey Reveals Enterprises Are Lagging in the High-Stakes AI Adoption Race14.1.2025 09:00:00 CET | Press release
Nearly 40% of Employees Say Their Organization Is Falling Behind Competitors Due to Slow Adoption NEW YORK, NY / ACCESSWIRE / January 14, 2025 / A striking new survey from Unily uncovers an alarming truth: despite the excitement around AI as a transformative force, many enterprises struggle to adopt the technology in meaningful ways. The result is a growing gap between AI "haves" and "have nots," where enterprises adopting AI tools for their people are making quicker gains than those without. Additionally, employees who are open to using AI tools increasingly want more exposure to them and may even choose employers who are early AI adopters over those who are slower to adapt. The differences between companies and employees that embrace AI and those that don't include a downstream impact on Organizational Velocity. Organizational Velocity is defined as the ability to make sharp pivots, accelerate decision-making, and eliminate operational friction necessary to harness AI's full potentia
Walkbase Launches Game-Changing Millimeter Wave Sensor Solution at NRF's Big Show 202513.1.2025 08:00:00 CET | Press release
New analytics technology set to provide crucial in-store metrics for retail media attribution. NEW YORK CITY, NEW YORK / ACCESSWIRE / January 13, 2025 / STRATACACHE company Walkbase, the leading in-store analytics solutions provider for retailers, today unveils its new millimeter wave sensor technology. The Walkbase Millimeter Wave Sensor Solution provides retailers and premises owners a powerful way to accurately measure in-store customer behavior without collecting or divulging the personally identifying information (PII) of customers.Walkbase Millimeter Wave Sensor Solution NRF attendees learning about Walkbase's Millimeter Wave Sensor Solution The Walkbase Millimeter Wave Sensor Solution will be on display, along with retail solutions from other members of the STRATACACHE family of technology companies including PRN and Scala, at NRF at booth 5213 (level 3). "For retailers looking to track shopper activity in their store, without the risk of collecting unauthorized data, the millim
AML Incubator Launches Compliance Solution for European MSBs and VASPs Facing MiCA Regulatory Challenges10.1.2025 10:45:00 CET | Press release
AML Incubator (AMLI), a leading compliance consultancy, has introduced a new service package to assist European Money Service Businesses (MSBs) and Virtual Asset Service Providers (VASPs) in establishing operations in Canada. The service is designed to help businesses manage complex regulatory challenges arising from the European Union's Markets in Crypto-Assets (MiCA) regulation. VANCOUVER, BC / ACCESSWIRE / January 10, 2025 / The MiCA regulations, part of the EU's digital finance package, imposes strict compliance rules for crypto-asset issuers and service providers. These include licensing, registration, and transparency requirements aimed at improving market stability and investor protection. While MiCA brings greater oversight to the industry, many small and mid-sized MSBs and VASPs are struggling to meet these new demands within the required timelines. As deadlines approach, businesses are exploring alternative jurisdictions that provide clearer regulatory pathways without sacrif
IXOPAY & Riskified Announce Partnership to Boost Fraud Prevention and Enhance Enterprise Payment Orchestration9.1.2025 00:00:00 CET | Press release
The partnership will help ecommerce customers securely expand their businesses by leveraging omnichannel payment orchestration with AI fraud detection LEHI, UT and NEW YORK, NY / ACCESSWIRE / January 9, 2025 / IXOPAY, a leading enterprise payment orchestration platform, and Riskified (NYSE:RSKD), a leader in ecommerce fraud and risk intelligence, today announced a strategic partnership to enhance payment security, reduce fraud challenges and increase payment operation resilience. As global payment ecosystems become more complex, so do the associated risks. IXOPAY and Riskified are teaming up to provide businesses with a seamless, secure and efficient way to enhance their payments orchestration and effectively repel fraud threats. IXOPAY + Riskified IXOPAY and Riskified partnership This partnership combines IXOPAY's payment orchestration, tokenization, and flexible payment optimization capabilities with Riskified's AI-powered fraud and risk intelligence platform. Businesses using this c
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