Upstream Works releases Omni AI Hub to improve hybrid contact centers

Upstream Works, an omnichannel contact center solutions company, is releasing Omni AI Hub, providing 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, as well as increasing efficiency.

According to the company, 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, according to the company.

Upstream Works Omni AI Hub key features include:

• 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 Omni AI Hub is now available. Upstream Works AI operating on-premise and cloud (VPC) will be generally available in June 2024.

For more information about this news, visit www.upstreamworks.com.