Upstream Works
@upstreamworks.bsky.social
Upstream Works provides advanced omnichannel and AI desktop solutions, empowering on-premise and cloud enterprise contact centers with integration and customization capabilities to improve efficiency, maximize productivity, and deliver exceptional CX.
Today, we pause to remember and honour the courage, service, and sacrifice of those who have served — and continue to serve — to protect our freedoms.
At Upstream Works, we express our deepest gratitude to all veterans and their families. We will never forget.
#RemembranceDay #LestWeForget
At Upstream Works, we express our deepest gratitude to all veterans and their families. We will never forget.
#RemembranceDay #LestWeForget
November 11, 2025 at 2:37 PM
Today, we pause to remember and honour the courage, service, and sacrifice of those who have served — and continue to serve — to protect our freedoms.
At Upstream Works, we express our deepest gratitude to all veterans and their families. We will never forget.
#RemembranceDay #LestWeForget
At Upstream Works, we express our deepest gratitude to all veterans and their families. We will never forget.
#RemembranceDay #LestWeForget
Customers expect fast, personalized support - and AgentNow delivers.
By combining AI and human expertise, AgentNow provides on-demand Human-AI customer support - whenever and wherever your customers need it.
Learn more: ow.ly/L5Bn50Xo5TK
By combining AI and human expertise, AgentNow provides on-demand Human-AI customer support - whenever and wherever your customers need it.
Learn more: ow.ly/L5Bn50Xo5TK
November 6, 2025 at 9:42 PM
Customers expect fast, personalized support - and AgentNow delivers.
By combining AI and human expertise, AgentNow provides on-demand Human-AI customer support - whenever and wherever your customers need it.
Learn more: ow.ly/L5Bn50Xo5TK
By combining AI and human expertise, AgentNow provides on-demand Human-AI customer support - whenever and wherever your customers need it.
Learn more: ow.ly/L5Bn50Xo5TK
Don’t let #CX nightmares haunt your contact center this Halloween.
With Upstream Works, deliver on-demand, Human-AI CX with real results.
Our #omnichannel solutions empower agents, automate workflows, and unify human and #AI interactions.
ow.ly/TK8b50XkW18
#HappyHalloween #Halloween2025
With Upstream Works, deliver on-demand, Human-AI CX with real results.
Our #omnichannel solutions empower agents, automate workflows, and unify human and #AI interactions.
ow.ly/TK8b50XkW18
#HappyHalloween #Halloween2025
October 31, 2025 at 1:50 PM
Don’t let #CX nightmares haunt your contact center this Halloween.
With Upstream Works, deliver on-demand, Human-AI CX with real results.
Our #omnichannel solutions empower agents, automate workflows, and unify human and #AI interactions.
ow.ly/TK8b50XkW18
#HappyHalloween #Halloween2025
With Upstream Works, deliver on-demand, Human-AI CX with real results.
Our #omnichannel solutions empower agents, automate workflows, and unify human and #AI interactions.
ow.ly/TK8b50XkW18
#HappyHalloween #Halloween2025
Upstream Works AgentNow has been awarded the Gold Globee(R) Award for Digital Customer Service Innovation.
Combining AI and human support, AgentNow makes instant, personalized help possible—anytime, anywhere.
Learn how we’re redefining CX: ow.ly/954550WZ3Rc
#UpstreamWorks #GoldGlobee #AgentNow
Combining AI and human support, AgentNow makes instant, personalized help possible—anytime, anywhere.
Learn how we’re redefining CX: ow.ly/954550WZ3Rc
#UpstreamWorks #GoldGlobee #AgentNow
October 29, 2025 at 2:33 PM
Upstream Works AgentNow has been awarded the Gold Globee(R) Award for Digital Customer Service Innovation.
Combining AI and human support, AgentNow makes instant, personalized help possible—anytime, anywhere.
Learn how we’re redefining CX: ow.ly/954550WZ3Rc
#UpstreamWorks #GoldGlobee #AgentNow
Combining AI and human support, AgentNow makes instant, personalized help possible—anytime, anywhere.
Learn how we’re redefining CX: ow.ly/954550WZ3Rc
#UpstreamWorks #GoldGlobee #AgentNow
Our CRO, Jeff Palmer, explores why GenAI isn’t enough to shape the future of customer experience. In this article, he dives into how CX is evolving rapidly and what it takes to stay ahead.
Check it out here: ow.ly/k3a650Xgzlz
#customerexperience #GenAI #digitaltransformation #leadership #CX
Check it out here: ow.ly/k3a650Xgzlz
#customerexperience #GenAI #digitaltransformation #leadership #CX
The Dynamic Future of CX: Why GenAI Alone Isn’t Enough and how its making CX fail faster!
As organisations race to explore the potential of Generative AI (GenAI), it’s easy to see why it’s become the defining topic in customer experience (CX) today. It promises speed, insight, and automati...
ow.ly
October 22, 2025 at 8:50 PM
Our CRO, Jeff Palmer, explores why GenAI isn’t enough to shape the future of customer experience. In this article, he dives into how CX is evolving rapidly and what it takes to stay ahead.
Check it out here: ow.ly/k3a650Xgzlz
#customerexperience #GenAI #digitaltransformation #leadership #CX
Check it out here: ow.ly/k3a650Xgzlz
#customerexperience #GenAI #digitaltransformation #leadership #CX
Discover how #AgentNow combines human expertise and #AI to deliver seamless #CX across #video, #voice and #chat -- anywhere, anytime. Hear from Jeff Palmer on how leading companies are transforming CX, learn about real-world use cases, and see it in action. ow.ly/yMaR50WomSm
October 16, 2025 at 1:45 PM
Thank you to everyone who joined the Cisco & Upstream Works Innovate Tour 2025 in Riyadh! It was a great opportunity to discuss CX transformation and contact center innovation. If you were unable to attend, connect with Jeff Palmer or Kevin Palmer to continue the conversation. #CX #AI #Cisco
October 10, 2025 at 1:29 PM
Our streamlined workspace unifies voice, video and digital channels – enabling smarter workflows, real-time context, and Human-AI engagements for faster resolutions and exceptional customer experiences.
Request a demo: ow.ly/Jui450X5CVb
Request a demo: ow.ly/Jui450X5CVb
Announcing Streamlined UX, Real-Time Transcriptions, & AI Insights
Upstream Works Desktop 7.0 enhancements deliver smarter workflows, real-time context,and faster interactions for standout CX.
ow.ly
October 8, 2025 at 1:25 PM
Our streamlined workspace unifies voice, video and digital channels – enabling smarter workflows, real-time context, and Human-AI engagements for faster resolutions and exceptional customer experiences.
Request a demo: ow.ly/Jui450X5CVb
Request a demo: ow.ly/Jui450X5CVb
We're proud to share that Upstream Works AgentNow has been awarded the Gold Globee(R) for Digital Customer Service Innovation.
Learn how AgentNow is transforming CX: ow.ly/954550WZ3Rc
Learn how AgentNow is transforming CX: ow.ly/954550WZ3Rc
Gold Globee® Business Award
Upstream Works AgentNow Instant CX Solution Honored with Gold Globee® Business Award for Digital Customer Service Innovation.
ow.ly
October 7, 2025 at 1:49 PM
We're proud to share that Upstream Works AgentNow has been awarded the Gold Globee(R) for Digital Customer Service Innovation.
Learn how AgentNow is transforming CX: ow.ly/954550WZ3Rc
Learn how AgentNow is transforming CX: ow.ly/954550WZ3Rc
Join industry leaders Safwat Alshawaf (#Cisco), Jeff Palmer, and Kevin Palmer (Upstream Works) this week for an engaging discussion on #AI, automation, omnichannel #CX, and #AgentNow — with deployment options in the cloud or on-premise.
Reserve your spot: partners@upstreamworks.com
Reserve your spot: partners@upstreamworks.com
October 6, 2025 at 1:11 PM
Introducing focused workflows, Live Call Transcriptions, and AI-driven conversation insights for smart and efficient CX.
See what’s new: ow.ly/Jui450X5CVb
#UpstreamWorks #AI #UX #CX #contactcenter #LiveCallTranscriptions #Voice #Video
See what’s new: ow.ly/Jui450X5CVb
#UpstreamWorks #AI #UX #CX #contactcenter #LiveCallTranscriptions #Voice #Video
October 2, 2025 at 3:50 PM
Introducing focused workflows, Live Call Transcriptions, and AI-driven conversation insights for smart and efficient CX.
See what’s new: ow.ly/Jui450X5CVb
#UpstreamWorks #AI #UX #CX #contactcenter #LiveCallTranscriptions #Voice #Video
See what’s new: ow.ly/Jui450X5CVb
#UpstreamWorks #AI #UX #CX #contactcenter #LiveCallTranscriptions #Voice #Video
Join experts Safwat Alshawaf (Cisco), Jeff Palmer, and Kevin Palmer (Upstream Works) to explore how AI-powered omnichannel CX and flexible cloud and on-premise deployments are transforming CX. Reserve your spot today: partners@upstreamworks.com
#InnovateTour2025 #Riyadh #AI #CX #ContactCenter #Cisco
#InnovateTour2025 #Riyadh #AI #CX #ContactCenter #Cisco
September 25, 2025 at 1:23 PM
Join experts Safwat Alshawaf (Cisco), Jeff Palmer, and Kevin Palmer (Upstream Works) to explore how AI-powered omnichannel CX and flexible cloud and on-premise deployments are transforming CX. Reserve your spot today: partners@upstreamworks.com
#InnovateTour2025 #Riyadh #AI #CX #ContactCenter #Cisco
#InnovateTour2025 #Riyadh #AI #CX #ContactCenter #Cisco
In our latest blog, we explore how a live video customer support solution enables deeper customer connections, faster issue resolution, and smarter training insights.
Unlock the hidden ROI of video live support now. Read More: ow.ly/wAKk50X0QK2
#CustomerExperience #VideoSupport #CXInnovation
Unlock the hidden ROI of video live support now. Read More: ow.ly/wAKk50X0QK2
#CustomerExperience #VideoSupport #CXInnovation
September 23, 2025 at 3:02 PM
In our latest blog, we explore how a live video customer support solution enables deeper customer connections, faster issue resolution, and smarter training insights.
Unlock the hidden ROI of video live support now. Read More: ow.ly/wAKk50X0QK2
#CustomerExperience #VideoSupport #CXInnovation
Unlock the hidden ROI of video live support now. Read More: ow.ly/wAKk50X0QK2
#CustomerExperience #VideoSupport #CXInnovation
Upstream Works AgentNow has been awarded the Gold Globee® Business Award for Digital Customer Service Innovation!
Discover how AgentNow is transforming CX here: ow.ly/954550WZ3Rc
#UpstreamWorks #GoldGlobee #AgentNow #CX #AI #ContactCenter #Awards
Discover how AgentNow is transforming CX here: ow.ly/954550WZ3Rc
#UpstreamWorks #GoldGlobee #AgentNow #CX #AI #ContactCenter #Awards
September 18, 2025 at 8:20 PM
Upstream Works AgentNow has been awarded the Gold Globee® Business Award for Digital Customer Service Innovation!
Discover how AgentNow is transforming CX here: ow.ly/954550WZ3Rc
#UpstreamWorks #GoldGlobee #AgentNow #CX #AI #ContactCenter #Awards
Discover how AgentNow is transforming CX here: ow.ly/954550WZ3Rc
#UpstreamWorks #GoldGlobee #AgentNow #CX #AI #ContactCenter #Awards
Join us in Riyadh to connect with Safwat Alshawaf (Cisco) and Jeff Palmer and Kevin Palmer (Upstream Works). Explore how our solutions deliver seamless AI-human experiences across cloud or on-premise deployments. Book time with our experts: partners@upstreamworks.com #AI #CX
September 16, 2025 at 1:46 PM
We are saddened to share that our CEO and co-founder, Rob McDougall, passed away. Rob inspired us with his vision, passion, and friendship, leaving a lasting impact on everyone he worked with. We will honor his legacy through our dedication to our partners and clients. ow.ly/X6Ly50WUIxH
September 10, 2025 at 4:59 PM
We are saddened to share that our CEO and co-founder, Rob McDougall, passed away. Rob inspired us with his vision, passion, and friendship, leaving a lasting impact on everyone he worked with. We will honor his legacy through our dedication to our partners and clients. ow.ly/X6Ly50WUIxH
Our CRO Jeff Palmer and Solutions Engineer Matt Felix will be at Presidio Exchange in Orlando! Stop by booth #502 to say hello and dive into all things AI, automation and omnichannel CX. See you there!
#PresidioExchange #AI #ContactCenters #MeetTheTeam #UpstreamWorks
#PresidioExchange #AI #ContactCenters #MeetTheTeam #UpstreamWorks
August 28, 2025 at 7:43 PM
Our CRO Jeff Palmer and Solutions Engineer Matt Felix will be at Presidio Exchange in Orlando! Stop by booth #502 to say hello and dive into all things AI, automation and omnichannel CX. See you there!
#PresidioExchange #AI #ContactCenters #MeetTheTeam #UpstreamWorks
#PresidioExchange #AI #ContactCenters #MeetTheTeam #UpstreamWorks
We’re excited to be part of Future Travel Experience Global in Long Beach, Sep 9-11.
Meet with Jeff Palmer, CRO, and Darrin Mulligan, VP of Solutions Engineering, and learn how we're transforming experiences both above and below the wing.
ow.ly/7ZzV50WLk7e
#FTE #AgentNow #UnitedAirlines
Meet with Jeff Palmer, CRO, and Darrin Mulligan, VP of Solutions Engineering, and learn how we're transforming experiences both above and below the wing.
ow.ly/7ZzV50WLk7e
#FTE #AgentNow #UnitedAirlines
August 25, 2025 at 2:06 PM
We’re excited to be part of Future Travel Experience Global in Long Beach, Sep 9-11.
Meet with Jeff Palmer, CRO, and Darrin Mulligan, VP of Solutions Engineering, and learn how we're transforming experiences both above and below the wing.
ow.ly/7ZzV50WLk7e
#FTE #AgentNow #UnitedAirlines
Meet with Jeff Palmer, CRO, and Darrin Mulligan, VP of Solutions Engineering, and learn how we're transforming experiences both above and below the wing.
ow.ly/7ZzV50WLk7e
#FTE #AgentNow #UnitedAirlines
The hospitality industry often struggles to balance guest expectations with operational costs. Our CRO, Jeff Palmer, shares his insights on how hotels can prioritize personalization across the guest journey with innovative, cost-saving solutions. Read more at LODGING Magazine: ow.ly/LL7g50WGeKL
Redefining the Guest Experience — LODGING
The future of hospitality lies in technology that empowers staff and strengthens the human connections that set experiences apart.
ow.ly
August 14, 2025 at 6:44 PM
The hospitality industry often struggles to balance guest expectations with operational costs. Our CRO, Jeff Palmer, shares his insights on how hotels can prioritize personalization across the guest journey with innovative, cost-saving solutions. Read more at LODGING Magazine: ow.ly/LL7g50WGeKL
We had an amazing time relaxing, enjoying a delicious BBQ lunch, and making memories together at Earthbound Kids. From rock climbing and zip lining to pony rides, farm visits, and a refreshing swim – the day was packed with fun and laughter. Big thanks to everyone who came and made it such a special
August 7, 2025 at 3:53 PM
We had an amazing time relaxing, enjoying a delicious BBQ lunch, and making memories together at Earthbound Kids. From rock climbing and zip lining to pony rides, farm visits, and a refreshing swim – the day was packed with fun and laughter. Big thanks to everyone who came and made it such a special
What does it take to create a Super Agent? Our CEO, Rob McDougall, outlines how contact centers can benefit from using AI to assist human agents and create the ultimate Super Agent. Keep reading on Contact Center Pipeline: ow.ly/z6pZ50WATQj
#ContactCenter #AgentNow #UpstreamWorks #AI #SuperAgents
#ContactCenter #AgentNow #UpstreamWorks #AI #SuperAgents
Using AI to Create Super Agents
One of AI’s strongest capabilities lies in its ability to identify patterns in large and unstructured datasets. Tasks that are core to the delivery of great customer service, but also tasks that are i...
ow.ly
August 6, 2025 at 6:19 PM
What does it take to create a Super Agent? Our CEO, Rob McDougall, outlines how contact centers can benefit from using AI to assist human agents and create the ultimate Super Agent. Keep reading on Contact Center Pipeline: ow.ly/z6pZ50WATQj
#ContactCenter #AgentNow #UpstreamWorks #AI #SuperAgents
#ContactCenter #AgentNow #UpstreamWorks #AI #SuperAgents
Is a cloud-based contact center right for your business? @cmswire.bsky.social dives into the world of cloud contact centers to help you answer that very question, with help from Upstream Works CEO, Rob McDougall.
ow.ly/XylW50Wx0r7
#ContactCenter #CMSWire #CloudContactCenter #CustomerExperience
ow.ly/XylW50Wx0r7
#ContactCenter #CMSWire #CloudContactCenter #CustomerExperience
What Is a Cloud-Based Call Center? Definition + Benefits
Cloud-based call centers offer more than just VoIP. Explore key features, industry use cases and what sets top platforms apart.
ow.ly
July 29, 2025 at 8:13 PM
Is a cloud-based contact center right for your business? @cmswire.bsky.social dives into the world of cloud contact centers to help you answer that very question, with help from Upstream Works CEO, Rob McDougall.
ow.ly/XylW50Wx0r7
#ContactCenter #CMSWire #CloudContactCenter #CustomerExperience
ow.ly/XylW50Wx0r7
#ContactCenter #CMSWire #CloudContactCenter #CustomerExperience
Watch our latest on-demand #webinar to explore #AgentNow and learn how the #CX solution enables instant, on-demand support across industries. Hosted by our CRO, Jeff Palmer, the webinar showcases AgentNow success stories and a short demo of the solution in action. ow.ly/EEzz50WtuoB
July 22, 2025 at 5:15 PM
Watch our latest on-demand #webinar to explore #AgentNow and learn how the #CX solution enables instant, on-demand support across industries. Hosted by our CRO, Jeff Palmer, the webinar showcases AgentNow success stories and a short demo of the solution in action. ow.ly/EEzz50WtuoB
The Paychex Vendor Symposium was a great way for the Upstream Works team to engage with our valued client and engage with industry experts. We hope the attendees had a chance to meet with Kelly Frigstad and Adel Pamintuan to discuss what's next in CX innovation. Thank you, Paychex!
July 15, 2025 at 8:38 PM
The Paychex Vendor Symposium was a great way for the Upstream Works team to engage with our valued client and engage with industry experts. We hope the attendees had a chance to meet with Kelly Frigstad and Adel Pamintuan to discuss what's next in CX innovation. Thank you, Paychex!
Video is the ultimate digital channel. ow.ly/G42K50Wn9k5
It offers immediate and personalized support and will feel natural to digital natives. Our latest blog post dives into #livevideoCX and why more #contactcenters should implement this #digitalchannel with three use cases you need to know.
It offers immediate and personalized support and will feel natural to digital natives. Our latest blog post dives into #livevideoCX and why more #contactcenters should implement this #digitalchannel with three use cases you need to know.
July 9, 2025 at 4:38 PM
Video is the ultimate digital channel. ow.ly/G42K50Wn9k5
It offers immediate and personalized support and will feel natural to digital natives. Our latest blog post dives into #livevideoCX and why more #contactcenters should implement this #digitalchannel with three use cases you need to know.
It offers immediate and personalized support and will feel natural to digital natives. Our latest blog post dives into #livevideoCX and why more #contactcenters should implement this #digitalchannel with three use cases you need to know.