Upstream Works
25.3.2024 17:17:39 CET | ACCESS Newswire | Press release
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
GA-ASI Mojave First UAS To Complete Battlefield Short Field Ops16.9.2026 19:30:00 CEST | Press release
Short Takeoff and Landing Aircraft Validates Austere Field Capabilities SAN DIEGO, CA / ACCESS Newswire / September 16, 2026 / General Atomics Aeronautical Systems (GA-ASI) and Hanwha Aerospace have completed the first-ever flight operations from a simulated battlefield by a medium altitude, long endurance uncrewed aircraft. The partners proved that the Mojave Short Takeoff and Landing aircraft, or Mojave STOL, could land at a tank and artillery live-fire range during simulated combat conditions and then take off again to continue the mission. "This demonstration showcased Mojave's ability to perform tactical missions that are representative of real battlefield requirements and challenges," said GA-ASI CEO Linden Blue. "Whether the user needs contested and austere battlefield operations, ISR, weapons delivery, Air-Launched Effects deployment, troop resupply, counter-UAS, or missions requiring short and unimproved roads for takeoff, our aircraft answer the bell." "This demonstration mar
Freedom Holding Corp. Named General Partner of the Salesforce FIDE World Championship Match 202616.9.2026 16:13:00 CEST | Press release
Partnership builds on Freedom's long-term support for international chess as Geneva prepares to host the historic Gukesh - Sindarov title match NEW YORK CITY, NY / ACCESS Newswire / September 16, 2026 / Freedom Holding Corp. (NASDAQ:FRHC) will serve as General Partner of the Salesforce FIDE World Championship Match 2026, continuing a long-standing partnership with the International Chess Federation (FIDE) spanning elite competition, education and chess development. Freedom's involvement in the 2026 World Championship follows several years of cooperation with FIDE. The company was General Partner of the 2023 World Championship Match in Astana and title sponsor of the 2024 FIDE World Rapid & Blitz Championships in New York, one of FIDE's flagship global events. It has also supported international competitions and initiatives focused on expanding access to chess, developing young talent and strengthening the wider chess ecosystem. Earlier this year, Freedom and FIDE further expanded their
Xenetic Biosciences and Santersus AG Announce Definitive Share Exchange Agreement to Create Global Leader in NET-Targeting Therapeutics16.9.2026 13:00:00 CEST | Press release
Transaction expected to create a Nasdaq-listed, multi-indication clinical-stage company focused on targeting neutrophil extracellular traps (NETs), a driver of disease across critical care, autoimmune disease, transplantation and oncology Union of two companies brings together Santersus' NucleoCapture® technology, designed to physically remove NETs from circulation, with Xenetic's DNase technology, designed to enzymatically degrade NETs in tissue Joint pipeline includes four first-in-class programs, including pivotal-stage programs in sepsis and systemic lupus erythematosus (SLE), both of which have received FDA Breakthrough Device Designation Companies to host Business Update Conference Call and Webcast Today, Wednesday, September 16th at 8:30 AM ET FRAMINGHAM, MA / ACCESS Newswire / September 16, 2026 / Xenetic Biosciences, Inc. (NASDAQ:XBIO) ("Xenetic"), a biopharmaceutical company advancing its Deoxyribonuclease ("DNase") technology, and Santersus AG ("Santersus"), a privately held
DataTracks Completes First Live GloBE Filing Cycle, Delivering Close to 500 Pillar Two Filings Across 10+ Jurisdictions16.9.2026 11:15:00 CEST | Press release
HMRC-authorised provider completes close to 500 Pillar Two filings, including more than 150 GIRs, for 160+ clients across 10+ jurisdictions WEYBRIDGE, GB / ACCESS Newswire / September 16, 2026 / DataTracks, recognised by HMRC as an authorised software provider supporting UK Pillar Two submissions, has completed its first live BEPS Pillar Two filing cycle, delivering close to 500 filings, including more than 150 GIRs, across 10+ jurisdictions for more than 160 clients. The milestone caps two decades of work in regulatory reporting. The cycle spanned GloBE Information Returns (GIR), domestic top-up tax returns under local QDMTT (Qualified Domestic Minimum Top-up Tax) regimes, UK Overseas Return Notifications (ORNs), and other jurisdiction-specific returns and notifications. Several jurisdictions in this cycle, including the Netherlands and Luxembourg, require similar notifications confirming where the GIR was filed centrally, under their own local terms. DataTracks filed each return dire
Hydrosat Unveils Osiris Constellation, The Future of Thermal Intelligence16.9.2026 08:00:00 CEST | Press release
Next-generation satellite constellation will combine high-resolution thermal imaging with broad-area coverage and daily revisit to support governments, businesses, and researchers worldwide. PARIS, FR / ACCESS Newswire / September 16, 2026 / Hydrosat, the leading provider of thermal infrared satellite data and AI-powered analytics, today announced Osiris, its next-generation Earth observation constellation designed to deliver wide-area, high resolution intelligence for water and food security, critical infrastructure, and national security missions. At the core of each Osiris satellite is Hydrosat's next-generation thermal infrared payload, developed to collect high-resolution thermal data across exceptionally wide areas. Operating across three longwave infrared bands, the payload will capture imagery at 25-meter native resolution over 160-kilometer to 340-kilometer swath widths, addressing one of Earth observation's biggest challenges between spatial detail and collection scale. This
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