At Enterprise Connect 2025, I caught up with Jeffrey Palmer and Rob McDougall of Upstream Works, a company with a 25-year track record of simplifying agent desktops and optimizing the contact center experience.

While much of the industry has focused on customer experience, Upstream Works continues to champion the agent experience—eliminating silos and delivering consistency across voice, video, and digital channels.

One highlight of our conversation: Upstream Works AgentNow, an innovative solution born out of a collaboration with United Airlines. AgentNow enables face-to-face communication between customers and agents via a smartphone, email link, or QR code—no more waiting in line at the airport. Already adopted across industries like healthcare, financial services, and education, it’s proving to be a scalable, low-overhead, managed service with real business outcomes.

We also discussed the new Omni AI Hub, a flexible AI integration platform that brings AI tools together under one seamless experience. Whether it's Amazon, Google, Microsoft, or Upstream Works’ own models, the Hub lets organizations apply the right AI tool for the job while giving agents a consistent, unified interface. AI finally becomes operational and useful—without adding new silos to the desktop.

It’s clear: Upstream Works is helping enterprises move from AI buzz to AI reality.

Learn more at www.upstreamworks.com

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