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
Merchant Payments Ecosystem Announces Winners of the MPE Awards 202627.3.2026 12:00:00 CET | Press release
Industry leaders, innovators and emerging companies were recognized in Berlin for excellence across the merchant payments ecosystem. BERLIN, GERMANY / ACCESS Newswire / March 27, 2026 / Merchant Payments Ecosystem (MPE) today announced the winners of the MPE Awards 2026, recognizing the companies and individuals driving innovation, leadership and measurable impact across the merchant payments value chain. Presented during the MPE Awards Gala in Berlin on March 18, the annual awards celebrated excellence across payment acceptance, orchestration, embedded finance, open banking, fraud and compliance, identity, settlement, merchant-led innovation and more. With 177 entries submitted this year, the MPE Awards 2026 highlighted the scale, competitiveness and diversity of innovation shaping the future of merchant payments. The central theme of this year's awards was "Transformation through Trust & Resilience." "The MPE Awards 2026 winners demonstrate that the future of merchant payments will b
RE Royalties Announces Strategic Review to Evaluate Path for Long-Term Value Creation27.3.2026 11:00:00 CET | Press release
All amounts in CAD dollars unless otherwise stated. VANCOUVER, BC / ACCESS Newswire / March 27, 2026 / RE Royalties Ltd. (TSXV:RE)(OTCQX:RROYF)(FSE:Y2V) ("RE Royalties" or the "Company") today announced that its Board of Directors (the "Board") has initiated a formal review of strategic alternatives (the "Strategic Review") to identify opportunities to maximize value for shareholders. As part of this process, the Board will evaluate a broad range of potential alternatives, including, but not limited to, a sale of the Company, strategic or co-investment partnerships, or capital structure optimizations through equity or debt financings. The Strategic Review represents a natural evolution for RE Royalties as the Company enters its 11th year of operations and seeks to position itself for future growth. The Strategic Review follows a formal recommendation from management. A Special Committee of the Board ("Special Committee") has been established to lead the process and oversee the evaluati
Clean Air Metals Receives Provincial Funding and Provides Update on the Thunder Bay North Project26.3.2026 22:00:00 CET | Press release
THUNDER BAY, ON / ACCESS Newswire / March 26, 2026 / Clean Air Metals Inc. ("Clean Air Metals" or the "Company") (TSXV:AIR)(FRA:CKU)(OTCQB:CLRMF) is pleased to provide an update on its 100%-owned Thunder Bay North ("TBN") Critical Minerals Project in Northwestern Ontario. Company Financing update The Company has been approved for up to $200,000 in government funding as part of the Ontario Junior Exploration Program (OJEP) that will be used to advance work in the 2.5 km long Escape down-plunge target, where it recently intersected 53m of resource-grade mineralization in the initial exploration hole (Figure 1 and October 20, 2025 release). "Ontario is leading the charge to secure the minerals that will power our economy and strengthen our sovereignty," said Stephen Lecce, Minister of Energy and Mines. "Through OJEP, we're backing companies like Clean Air Metals Inc. to advance promising projects here at home-unlocking resources, creating jobs, and building a more self-reliant and secure
LHH 2026 C-Suite Research: Executive Turnover Falls Sharply as AI Accountability and Decision-Making Gaps Define Leadership Agenda26.3.2026 17:05:00 CET | Press release
High-turnover leadership teams drop from 43% to 19% year-over-year; AI identified as the #1 executive skill gap. NEW YORK CITY, NY / ACCESS Newswire / March 26, 2026 / LHH, the integrated professional talent solutions provider and global business unit of the Adecco Group, released its 2026 View from the C-Suite report, examining executive priorities, leadership skill gaps, and organizational performance internationally. The report highlights a notable shift in the executive landscape: while turnover is falling, the expectations and pressures on leaders are intensifying across technology, decision-making, and talent strategy. Brief The annual View from the C-Suite report finds that executive turnover is declining significantly. Leaders are navigating high external pressures, including economic uncertainty, market volatility, inflation, rising costs, and heightened data security risks. Internal priorities are increasingly focused on talent retention, team effectiveness, and employee well
Multi-Billion-Dollar Sports Brand U.S. Polo Assn. Launches Global Polo Shirt Campaign: An Icon Born from the Game26.3.2026 12:00:00 CET | Press release
WEST PALM BEACH, FLA. / ACCESS Newswire / March 26, 2026 / U.S. Polo Assn., the official sports brand of the United States Polo Association (USPA) founded in 1890, today announced the launch of its Global Polo Shirt Campaign, An Icon Born from the Game. The global campaign is a powerful tribute to the iconic polo shirt's authentic sports origins and its evolution into one of the world's most enduring style essentials.1. U.S. Polo Assn. Global Brand Ambassador, 6-goal American professional polo player Nico Escobar takes in the game atop his equine partner, wearing polo whites and a classic navy U.S. Polo Assn. polo shirt, An Icon Born from the Game 2. U.S. Polo Assn. models in polo shirts at the Spring-Summer 2026 Global Collection Photoshoot in Charleston, South Carolina 3. ‘The Polo Shirt: An Icon Born From the Game' campaign imagery featuring U.S. Polo Assn. models The polo shirt's beginning was born on the polo fields, shaped by motion, competition, and the spirit of the game for wh
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