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
Human-Robot Collaboration Takes Center Stage at Prestigious Logistics Award30.6.2026 15:00:00 CEST | Press release
Denmark's The Mobile Robot Company wins IFOY Industrial Truck of the Year 2026 with a self-driving pallet jack built to empower warehouse operators rather than replace them. STUTTGART, DE / ACCESS Newswire / June 30, 2026 / In warehouses and factories, much of the work that keeps goods moving is still measured in footsteps. Operators walk the same routes, push the same loads, and repeat the same transport tasks hour after hour. For years, automation has promised to remove that work, but often with a catch: complex projects, fixed infrastructure, long integrations, and systems that assume people should be designed out of the process. At this year's IFOY AWARD, one of intralogistics' most respected technology prizes, the Industrial Truck of the Year award went to a different idea. The Mobile Robot Company, a young Danish robotics startup, won the 2026 title for the J1600 self-driving pallet jack, a robot designed not to replace the warehouse operator, but to work under the operator's dir
RAK ICC Launches New Business Centre in Ras Al Khaimah30.6.2026 14:00:00 CEST | Press release
New initiative creates a dedicated hub for private wealth advisors, family offices and international families in the UAE RAS AL KHAIMAH CITY, AE / ACCESS Newswire / June 30, 2026 / RAK International Corporate Centre (RAK ICC), one of the UAE's leading international corporate registries for private wealth and cross-border structuring, today announced the launch of its new Business Centre in Ras Al Khaimah - a new destination designed specifically for advisors, entrepreneurs, family offices and international families seeking a professional and lasting presence in the UAE. Officially opening on 1 July 2026, the Business Centre reflects RAK ICC's broader vision of creating a more connected and relationship-driven private wealth ecosystem within the emirate. Located within RAK ICC's headquarters, the centre offers convenient access to major transport and commercial hubs, situated approximately 45 minutes from Dubai International Airport and within proximity to Ras Al Khaimah's key business
Affiliate of Pacific Avenue Capital Partners Completes Acquisition of ESE World from Amcor30.6.2026 13:50:00 CEST | Press release
PARIS, FR / ACCESS Newswire / June 30, 2026 / Pacific Avenue Capital Partners ("Pacific Avenue"), a global private equity firm focused on corporate carve-outs and other complex transactions in the middle market, today announced that an affiliate of Pacific Avenue has completed the acquisition of ESE World (the "Company" or "ESE") from Amcor, one of the world's leading packaging companies. ESE is Europe's leading manufacturer of waste and recycling container systems, serving municipalities and businesses globally. The Company produces mobile waste containers, collection banks, hazardous materials containers, and public furnishing solutions from three manufacturing facilities in Germany (Neuruppin and Olpe) and France (Crissey), generating approximately €300m in revenues. Having completed the carve-out from Amcor, ESE will operate as an independent company with the focus and resources to pursue its next phase of growth. Pacific Avenue will work in close partnership with the management te
Multi-Billion-Dollar Global Sports Brand U.S. Polo Assn. Earns Global Awards and Recognitions Across Business, Sport, and Content Categories30.6.2026 13:00:00 CEST | Press release
WEST PALM BEACH, FL / ACCESS Newswire / June 30, 2026 / U.S. Polo Assn.®, the official sports brand of the United States Polo Association (USPA), continues to gain global momentum in 2026, earning a series of high-profile honors and recognitions that reflect the brand's expanding footprint, deepening consumer trust, and growing influence in sports-driven content and storytelling. Among U.S. Polo Assn.'s top recognitions this year, the global, multi-billion-dollar brand was honored at the 11th Annual 2026 Globee Awards for Achievement with Gold for the "Global Expansion" category and Silver for the "Brand Development" category. These awards highlight U.S. Polo Assn.'s ability to scale its authentic, sport-inspired brand across more than 190 countries while building a consistent and relevant brand in diverse markets worldwide. The recognition follows a record-setting $2.7 billion in global retail sales in 2025, reinforcing the brand's continued upward trajectory. Trust and consumer credi
Tenstorrent Sets New Performance Records, Launches TT- Ascalon S, and Expands Across Japan30.6.2026 08:30:00 CEST | Press release
At TT-Deploy JP, Tenstorrent set new records on language and video models, launched TT-Ascalon S RISC-V CPU IP for agentic AI, and joins ai&'s sovereign heterogenous inference platform with Tenstorrent Galaxy™ superclusters, a general-purpose system that can drop in beside GPUs or stands alone. TOKYO, JP / ACCESS Newswire / June 30, 2026 / Tenstorrent, the AI compute company led by CEO Jim Keller, today at TT-Deploy JP set new performance records across language and video, launched TT-Ascalon S RISC-V CPU IP for agentic AI, and detailed its largest deployment to date, a general-purpose, heterogenous AI build in Japan. Each rests on the same foundation: a single architecture that runs major AI workloads faster than GPUs and scales from a licensable core to a Tenstorrent Galaxy™ supercluster over standard Ethernet. That makes Tenstorrent's Networked AI architecture a different kind of solution - open, general-purpose, flexible for heterogeneous or stand alone deployments, and backed by A
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