Upstream Works, a leading provider of omnichannel contact center solutions, announced the release of a set of Artificial Intelligence (AI) application integration capabilities to improve customer engagement and optimize operational efficiency. The new features along with Upstream Works Desktop Version 5.0 and additional cloud offerings will be unveiled at the Cisco Live event in June 2022.

Upstream Works helps organizations to enhance customer engagement and contact center agent success through their omnichannel contact center software solutions across multiple digital channels, applications, and platforms. The new AI application integrations are aimed at providing agents AI-powered automation and guidance to boost performance. Furthermore, a new email API feature will pre-process queued emails using a dedicated AI application to facilitate improved agent response time.

Rob McDougall, CEO of Upstream Works, commented, “We strive to improve the agent experience and adding new AI capabilities can easily start back down the road to desktop complexity. 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.”

In addition to the AI integrations, Upstream Works Desktop 5.0 will also offer streamlined upgrades, enhanced system performance, and remote agent access flexibility. It will enable conversational AI along with complete agent escalations and support AI reporting on FCR. Combining all these features, Upstream Works will be able to provide enhanced speed and security at a reduced cost. It will lead to improved flexibility for remote workforce with VPN-less access.

Finally, Upstream Works will also introduce a range of cloud offerings including omnichannel cloud SaaS solutions for Cisco UCCX and xCCE platforms to ensure elevated customer experience.