Upstream Works
Simple to Use, Personalized Support Offers Seamless Conversations and Taps into Available Customer Support Agents
WOODBRIDGE, ON / ACCESSWIRE / March 25, 2024 / Upstream Works, an omnichannel contact center solutions company, today announced AgentNow, featuring on-demand customer service. To support businesses with immediate and personalized digital customer assistance, AgentNow offers a fast and convenient way for customers to connect with a qualified contact center agent using popular Unified Communications channels - voice, video, and chat.
AgentNow allows a customer to connect directly with an agent using a mix of chat and video within the same session for a personalized and human connection. Customers can access contact center agents for real-time support by scanning a QR code with a smartphone or visiting a webpage on a mobile device. Customers can view a corporate branded informational or promotional video while waiting in queue. Agents can see what the customer sees, easily follow emotional cues, gauge reactions in real-time, and resolve issues on the spot.
With AgentNow, organizations can quickly tap into on-demand and non-contact center agents to better support surges in customer demand and to supplement finite, on-site customer support capabilities. Better utilization of customer support agents across teams and regions during downtimes and between peak periods increases efficiency and provides a better customer experience.
"Immediate and real-time, face-to-face interactions will improve the customer experience in a growing number of industries," said Upstream Works CEO, Rob McDougall. "We're excited to bring the power of AgentNow to more Upstream Works clients and empower them to leverage on-demand agents to further improve customer engagement and satisfaction with faster resolutions and personalized service."
United Airlines is the first Upstream Works client to leverage the new AgentNow engagement solution, through a service the airline named Agent on Demand. For United's customers, the service enables travelers to skip the line at the information desk and connect directly with agents through their smartphone and using voice, chat, or video. Passengers can get anytime, anywhere access to airline service agents by scanning a QR code at the airport.
"Travelers have become so accustomed to disruptions in their itineraries, but transportation operators seem far less prepared. This puts enormous strain on the customer service agents charged with helping stranded or inconvenienced customers," said McDougall. "While operators can't prevent disruptions from occurring, they can be prepared to tap into their network of knowledgeable agents to allay their customer's concerns by providing solutions to quickly assist them."
AgentNow is enterprise-ready and provides contact centers with the ability to easily interact with their customers over Unified Communications platforms including Webex and Microsoft Azure Communication Services (ACS). It is a core feature of the Upstream Works enterprise contact center solution and its full breadth of capabilities including agent productivity tools, omnichannel capabilities, integrations, artificial intelligence (AI), and automation. The agent has full visibility of the customer journey, interaction history and context-data, allowing them to resolve issues without the customer having to repeat themselves. AgentNow also takes advantage of Upstream Works' desktop AI capabilities including the AI-powered Agent Assist which provides real-time guidance with automated conversation summaries, transcriptions, intent, and sentiment.
The AgentNow interaction is displayed on the agent desktop workspace to maximize engagement effectiveness. Within a session, a customer or agent can seamlessly transition from chat to video, customers can be notified when an agent is available, and interactions can be transferred to other agents or subject matter experts (SMEs) to quickly resolve issues.
Learn more about Upstream Works AgentNow here.
About Upstream Works | www.upstreamworks.com
Upstream Works provides enterprise-ready omnichannel contact center desktop solutions that simplify and improve the agent and customer experience. Our flexible, agent-first desktop solutions support digital transformation, innovation, and business growth, and enable contact centers to operationalize artificial intelligence (AI) while leveraging existing systems and investments. For over 20 years, Upstream Works has helped companies around the world and across industries improve operational efficiency, agent effectiveness, customer experience, and business outcomes.
###
For more information, contact:
Escalate PR for Upstream Works
upstream@escalatepr.com
SOURCE: Upstream Works
View the original press release on accesswire.com
To view this piece of content from www.accesswire.com, please give your consent at the top of this page.
About ACCESS Newswire
Subscribe to releases from ACCESS Newswire
Subscribe to all the latest releases from ACCESS Newswire by registering your e-mail address below. You can unsubscribe at any time.
Latest releases from ACCESS Newswire
Doha Tattoo Festival Announced as Ticket Sales Officially Open16.11.2025 12:45:00 CET | Press release
DOHA, QA / ACCESS Newswire / November 16, 2025 / Under the patronage of His Excellency Sheikh Khalifa bin Hamad bin Khalifa Al Thani, Minister of Interior and Commander of the Internal Security Force (Lekhwiya), the first edition of the Doha International Music and Marching Festival (Doha Tattoo) will be held from 16 to 20 December 2025 at Katara Cultural Village. A press conference held at Katara Cultural Village unveiled the line-up of participating bands and ticket details, attended by members of the Doha Tattoo organising committee and partner representatives. The Doha Tattoo will combine precision with musical artistry, showcasing performances by distinguished musical bands from seven countries: the United Kingdom, the United States of America, Turkia, Hashemite Kingdom of Jordan , the Sultanate of Oman, Kazakhstan, and the State of Qatar. The participating line-up includes the Irish Guards and the Royal Air Force Music Services from the United Kingdom, the United States Air Force
Pet-Food Revolution: Two New Global Surveys Reveal Growing Guardian Openness to Sustainable Diets for Dogs and Cats14.11.2025 15:05:00 CET | Press release
LONDON, UK / ACCESS Newswire / November 14, 2025 / Two pioneering studies published in the journal Animals have explored in depth how dog and cat guardians perceive more sustainable pet food options. Led by Jenny L. Mace, Alexander Bauer, Andrew Knight and Billy Nicholles, the research sheds new light on the potential for alternative proteins and plant-based diets in the companion animal sector. Study 1 - Dogs: ‘Consumer Acceptance of Sustainable Dog Diets: A Survey of 2,639 Dog Guardians' In the first study, the team surveyed 2,639 dog guardians worldwide. Around 84% of respondents were currently feeding their dogs either conventional or raw meat-based diets. However, a substantial 43% of this group reported they would nevertheless consider at least one type of more sustainable dog food (such as vegan, vegetarian or cultivated-meat formulations). Among the alternative options, the most acceptable was cultivated meat-based dog food (chosen by 24% of these respondents), compared to vege
Kraft Heinz and OMP Showcase Smarter, More Sustainable Value Chain at Gartner Supply Chain Planning Summit13.11.2025 15:00:00 CET | Press release
ATLANTA, GEORGIA / ACCESS Newswire / November 13, 2025 / OMP, a leader in supply chain planning solutions, is showcasing how Kraft Heinz is transforming its global food supply chain at the Gartner Supply Chain Planning Summit 2025 in Denver. The leading food and beverage company will share how it is driving efficiency from farm to table with OMP's Unison Planning™. By leveraging autonomous planning, decision intelligence, and AI optimization, Kraft Heinz enhances collaboration, manages complexity, and reduces waste. Kraft Heinz's journey to a smarter, more sustainable value chain Thiago Serra, Head of Integrated Business Planning at Kraft Heinz, will discuss how smart, data-driven planning is helping the company build a more agile and sustainable value chain. Gain insights into how Kraft Heinz combines digital intelligence and end-to-end visibility to create real business impact across operations. Explore human-AI synergy at the OMP booth The Gartner Supply Chain Planning Summit, takin
Preservica Integrates Active Digital Preservation with Microsoft 365 Archive12.11.2025 15:00:00 CET | Press release
BOSTON, MA AND OXFORD, UK / ACCESS Newswire / November 12, 2025 / Preservica is expanding its ongoing collaboration with Microsoft with a new integration to bring embedded Active Digital Preservation™ to Microsoft 365 Archive. The latest Preserve365® integration offers Microsoft customers additional flexibility and control over the management of long-term SharePoint content. With Preservica's embedded Active Digital Preservation software, IT and Information Governance (IG) teams can now seamlessly archive and actively preserve high-value SharePoint sites - such as completed projects containing long-term regulatory, legal, or operational data. This protects critical data from obsolescence, ensuring long-term records are always immediately accessible in trusted, readable formats to enable business teams to respond quickly and confidently to audits, legal proceedings, maintenance continuity and AI-driven initiatives. Better together: Optimizing cost and compliance for long-term content. M
Karbon-X and Hockey Canada Partner to Make Sustainability Part of Canada's Game12.11.2025 15:00:00 CET | Press release
The Canadian-based climate-solutions company joins forces with Hockey Canada to deliver measurable sustainability impact across national tournaments and community programs. CALGARY, AB / ACCESS Newswire / November 12, 2025 / Following Hockey Canada's announcement earlier this week, Karbon-X Corp. (OTCQX:KARX) ("Karbon-X" or the "Company") is proud to confirm its new partnership with Hockey Canada, becoming the organization's Official Sustainability Partner and advancing verified sustainability initiatives across one of the nation's most celebrated sports. The multi-year partnership integrates verified, measurable sustainability programs into Hockey Canada's national tournaments and grassroots registration, empowering players, fans, and communities across the country to take part in meaningful environmental initiatives. Together, the two organizations are uniting national pride with environmental purpose, showing that every game can leave a positive impact. Through the partnership, sele
In our pressroom you can read all our latest releases, find our press contacts, images, documents and other relevant information about us.
Visit our pressroom