Upstream to integrate AI applications into its services
Omnichannel contact center solutions provider Upstream Works will be launching a suite of artificial intelligence (AI) application integration capabilities — including Upstream Works Desktop Version 5.0 and cloud offerings — at the Cisco Live event in June.
Upstream Works 5.0 is the next evolution of the company’s signature omnichannel contact center desktop solution. It features a streamlined upgrade program for ease of delivery, optimized performance that enhances speed and security, and increased flexibility for a remote workforce with VPN-less access and reduced support costs.
Meanwhile, its cloud offering Upstream Works on Finesse (UWF) will offer omnichannel cloud SaaS solutions for the Cisco UCCX and xCCE platforms. It includes an enhanced Agent Desktop that connects all interactions and seamlessly integrates with Cisco UCCX and WCC.
The cloud solution brings best-of-class functionality to the Cisco platform, including Upstream Works’ email and web chat channels. Expand the solution with the optional Assist knowledge management for agents and customer self-service, channels, and integrations.
Upstream Works CEO Rob McDougall said, “AI technology will play a significant role in customer care, and we are continuing to innovate and provide agents with the tools they need to simplify their workflows, increase first contact resolutions (FCR) and improve the overall customer experience.”
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