Upstream Works Agent Assist Receives AI Excellence Award
Upstream Works Agent Assist is recognized for AI-powered innovation.
WOODBRIDGE, ONTARIO (March 26, 2025) – Upstream Works, a provider of advanced AI and omnichannel contact center solutions, has been named a winner in the 2025 Artificial Intelligence Excellence Awards for Intelligent Agent, recognizing Upstream Works AI-powered Agent Assist. Presented by the Business Intelligence Group, this award highlights Upstream Works’ commitment to innovation and advancing AI.
Upstream Works provides enterprise-ready AI and omnichannel contact center solutions tailored for on-premise and cloud environments. Its advanced agent desktop solution features seamless integrations with existing systems and offers customization and AI-driven capabilities that optimize agent productivity and customer experience. The Omni AI Hub powers Upstream Works Agent Assist, delivering AI-powered guidance and insights to agents in real-time. The innovative solution enhances customer interactions by automating conversation summaries, transcriptions, intent, and sentiment analysis. Additionally, Agent Assist offers suggested responses, templates and relevant knowledge articles to streamline workflows and improve efficiency.
“This award highlights our commitment to continued innovation and enabling CX excellence for our clients,” said Rob McDougall, CEO of Upstream Works. “Our AI-powered Agent Assist solution enables on-premise and cloud contact centers to innovate with AI flexibility, elevating the agent experience through automation and real-time insights. In turn, this ensures customers are receiving exceptional experiences and quick resolutions. Thank you, Business Intelligence Group, for the recognition.”
The Artificial Intelligence Excellence Awards celebrate the most innovative companies, technologies, and professionals who are leading the way in AI innovation. Winners are selected by a panel of industry experts who evaluate nominees based on their creativity, impact, and measurable success in AI-driven solutions.
“The AI industry is evolving rapidly, and it is through the efforts of companies like Upstream Works that we see real-world applications driving change,” said Russ Fordyce, CEO of the Business Intelligence Group. “Their work exemplifies the kind of innovation and leadership that is shaping the future of artificial intelligence.”
For more information about Upstream Works Agent Assist, visit: www.upstreamworks.com/products/omni-ai-hub
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 desktop solutions, seamless integrations and AI orchestration capabilities support digital transformation, innovation, and business growth, enabling on-premise and cloud contact centers to leverage 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.
About Business Intelligence Group | www.bintelligence.com
The Business Intelligence Group was founded with the mission of recognizing true talent and superior performance in the business world. Unlike other industry award programs, these programs are judged by business executives having experience and knowledge. The organization’s proprietary and unique scoring system selectively measures performance across multiple business domains and rewards those companies whose achievements stand above those of their peers.
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Upstream Works Media Contact:
Escalate PR for Upstream Works
Business Intelligence Group Contact:
Business Intelligence Group Contact:
Eliana Starbird
Chief Nominations Officer
Business Intelligence Group
+1 909-529-2737