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
Chervon Promotes Kevin Gee to Vice President of Pro Product Development - FLEX28.9.2026 14:25:00 CEST | Press release
NAPERVILLE, IL / ACCESS Newswire / September 28, 2026 / Chervon promotes Kevin Gee to Vice President of Pro Product Development - FLEX, effective Monday, September 28, 2026, reporting to CEO Joe Galli. Kevin Gee joined Chervon after a 15-year international career in the Milwaukee Pro Power Tool business. He started his career at TTI in 2011 as a Field Sales Store Representative in Toronto, Ontario. He moved through several Milwaukee marketing positions in Canada and was then promoted to a marketing position with Milwaukee based in Hong Kong in 2013. He then rose to the position of Group Marketing Manager in Milwaukee Asia in 2016. In 2017, Kevin was moved to Milwaukee U.S.A. and advanced through a series of Milwaukee product management positions from 2017 to 2023. His final position was Director of Product Management for Milwaukee Pro Tools from 2021 to 2023. Most recently, Kevin held the position of Chief Revenue and Marketing Officer for Guardian Safety Equipment before joining Cherv
Chervon Names Trevor Bithrey Vice President Pro End User Marketing and Research - Canada28.9.2026 14:25:00 CEST | Press release
NAPERVILLE, IL / ACCESS Newswire / September 28, 2026 / Trevor Bithrey joins Chervon as Vice President, Pro End User Marketing and Research - Canada, effective Monday, September 28, reporting to CEO Joe Galli. Bithrey joins Chervon with over 25 years of professional power tools experience. He has excelled in his increasingly responsible positions in building both the DeWalt Canada business and the Milwaukee Canada business. He brings an impressive and diverse skillset in account management, end user marketing, aftersales service and end user research. He also has experience building and leading exceptional teams in Canada. Bithrey will also be part of the newly formed Chervon Global End User Research and Jobsite Marketing team, reporting directly to CEO Joe Galli. Bithrey's career started at DeWalt Canada where he held a series of sales and product management positions from 2000 to 2007. He then moved to Milwaukee Canada from 2007 until 2023 where he advanced through key leadership rol
Fermi Selects NAES to Operate and Maintain Its Natural Gas Turbine Fleet28.9.2026 13:00:00 CEST | Press release
DALLAS, TX / ACCESS Newswire / September 28, 2026 / Fermi Inc. (NASDAQ:FRMI)(LSE:FRMI), operating as Fermi America™ ("Fermi" or the "Company"), announced today an operations and maintenance (O&M) agreement with NAES Corporation ("NAES"), the largest independent operator of power plants in the United States. Under the agreement, NAES will run and maintain Fermi's natural gas turbine fleet at its Project Matador private-power campus in Carson County, Texas. "This agreement puts a proven and experienced operator in place that has been running power plants for more than 45 years," said Lee McIntire, Fermi Chief Executive Officer. "Our first customer is signed, our turbines are secured, and our EPC partners are on board. Now, with NAES, we're adding an operating partner with operations and maintenance depth, skilled crews, and proven management systems before the first natural-gas generation units come online. That protects uptime for the customers who are counting on us for quality and rel
Camino Receives Environmental Approval for Significant Exploration Expansion at the Costa de Cobre Copper Project in Peru28.9.2026 12:00:00 CEST | Press release
VANCOUVER, BC / ACCESS Newswire / September 28, 2026 / Camino Minerals Corporation (TSXV:COR)(OTCID:CAMZF) ("Camino" or the "Company") is pleased to announce that its Peruvian subsidiary, a 65/35 joint venture between Camino and Nittetsu Mining Co., Ltd. ("Nittetsu"), has received approval from Peru's Ministry of Energy and Mines ("MINEM") for the Second Modification of the Semi-Detailed Environmental Impact Assessment ("Second MEIA-sd") for its Costa de Cobre Project (formerly known and referred to in the permit as Los Chapitos), along the coastline in southern Peru. The approval represents a major milestone for Costa de Cobre, increasing the effective exploration area by approximately 94%, from 6,012.50 hectares to 11,671.90 hectares, and expanding the environmental framework to support a total of 280 drill platforms and up to 611,840 metres of drilling capacity, covering major portions of the three copper fault trends crossing Camino's claims: Diva trend; La Estancia trend; and the
Case IQ Launches Quantum Approvals & Disclosures So Compliance Teams Find Risk Earlier28.9.2026 10:00:00 CEST | Press release
LONDON, GB / ACCESS Newswire / September 28, 2026 / Case IQ, a leading provider of compliance and risk management solutions, today announced the launch of Quantum Approvals & Disclosures, a native AI-powered solution designed to help organisations identify risk earlier, reduce manual effort, and make more consistent, defensible compliance decisions. In addition to the embedded governed AI capabilities that support employees and compliance reviewers, the solution launches with two ready-to-use AI agents, Submission Support and Risk Spotlight. Employees receive intelligent guidance that helps them submit more complete and accurate information, while compliance teams gain the context needed to prioritise higher-risk activity and proactively engage before potential issues escalate. The solution supports complex approval and disclosure programmes spanning conflicts of interest, gifts and hospitality, donations and sponsorships, and other risk areas. By bringing submissions, reviews, decisio
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