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
TIS, EuroFinance Study Finds Corporate Treasurers Actively Evaluating AI, But Hesitant to Adopt It28.7.2026 15:00:00 CEST | Press release
The EuroFinance Deep Dive, supported by Treasury Intelligence Solutions (TIS), interviewed and surveyed corporate treasury leaders, finding that while they see AI as a powerful tool for cash forecasting, multiple concerns are deterring them from adopting it - for now. BERLIN, DE / ACCESS Newswire / July 28, 2026 / Treasury Intelligence Solutions (TIS), a best-in-class solution for payments and cash management, partnered with the research and trade association EuroFinance, in a research initiative that discovered nearly half of leading corporate finance teams are considering the use of artificial intelligence in cash forecasting - but just as many are holding off because of concerns over the technology. The EuroFinance Deep Dive, AI in Treasury: Accuracy, Intelligence and the Future of Cash Forecasting, brings together proprietary research, survey data, and perspectives from treasury leaders at Microsoft, Siemens Energy and other companies to assess where AI is creating value and where
CHAR Tech Provide Update on GazoTech's Bio-Methane Provence Project28.7.2026 14:00:00 CEST | Press release
TORONTO, ON / ACCESS Newswire / July 28, 2026 / (TSXV:YES)(OTC PINK:CTRNF)(FSE:68K) GazoTech's lead project, Bio-Méthane Provence ("BMP"), an industrial-scale HTP project in France developed under the CHAR Tech / GazoTech collaboration, has successfully concluded its CNDP-supervised voluntary public consultation, with a clear majority of opinions supporting the project BMP is redeveloping the site of a former 600 MW coal-fired power plant in Gardanne, France, converting legacy fossil infrastructure into renewable energy production Once operational, BMP is expected to process 115,000 tonnes of recovered wood annually, producing 230 GWh (828,000 GJ) of RNG plus 12,000 tonnes of biocarbon, targeting commercial operations in H2 2029 CHAR Technologies Ltd. ("CHAR Tech" or "the Company"), a leader in sustainable biomass energy solutions, today provided an update on the Bio-Méthane Provence ("BMP") project in Gardanne, France, an industrial-scale High-Temperature Pyrolysis ("HTP") project bei
Giatec Completes Its First International MixPilot Fleet Roll-Out with Heidelberg Materials UK28.7.2026 11:00:00 CEST | Press release
Following a successful trial validating MixPilot in a new market, across an expanded range of truck types and slump measurement standards, Giatec and Heidelberg Materials sign a binding agreement to scale MixPilot across the Heidelberg Materials UK fleet. OTTAWA, ON / ACCESS Newswire / July 28, 2026 / Giatec, a global leader in digital concrete technology platforms, today announced that Giatec and Heidelberg Materials, one of the world's largest integrated manufacturers of heavy building materials and solutions, have scaled MixPilot across Heidelberg Materials' UK concrete operations. MixPilot was selected on the strength of two factors: superior slump accuracy, validated against other systems under real operating conditions, and driver adoption, with the superior app interface becoming a key catalyst for fleet-wide buy-in. "MixPilot delivered something simple but rare: data our team could trust from day one," said Fabrice Arriordaz, Regional Operations Manager, North Concrete, Heidelb
LiberNovo Omni SE, Omni Pro and Maxis Enter Final Week of Early Bird Launch Pricing24.7.2026 09:00:00 CEST | Press release
HONG KONG, HK / ACCESS Newswire / July 24, 2026 / Seven days is what remains of LiberNovo's 2026 launch pricing. Across the EU and UK, Omni SE, Omni Pro, and the Maxis series hold their early bird prices until July 31, and the window closes there. The whole lineup is built around dynamic ergonomics: the support system links the neck support, backrest, armrests, and seat, so everything moves together as you shift, lean, and recline. The chair follows the movement; you get on with the work. A quick way to choose Omni SE: the simplest build in the lineup. No motor and no battery; you set the lumbar depth by hand and the automatic support does the rest. Solid dynamic ergonomics at the friendlier price. Better Comfort, Simplified. Omni Pro: the premium chair in the lineup. Motorized lumbar adjustment and the OmniStretch guided back stretch at the press of a button, plus Active Airflow ventilation built into the seat for long days and warm rooms, an aluminum base, and Danish Gabriel fabric.
2026 Fields Medals Awarded to Four of World's Top Mathematicians23.7.2026 16:45:00 CEST | Press release
The award, nicknamed the Nobel Prize of mathematics, recognizes outstanding achievement - and the promise of future achievement - by mathematicians under 40. PHILADELPHIA, PA / ACCESS Newswire / July 23, 2026 / During today's opening ceremony at the International Congress of Mathematicians (ICM) in Philadelphia, the International Mathematical Union (IMU) announced the recipients of the 2026 Fields Medals. This year's prizes went to four of the world's top mathematicians: Chinese mathematician Yu Deng of the University of Chicago; American mathematician John Pardon of Stony Brook University in New York; Canadian mathematician Jacob Tsimerman of the University of Toronto; and Chinese mathematician Hong Wang of New York University and France's Institut des Hautes Études Scientifiques (IHES). The Fields Medal is often described as the Nobel Prize of mathematics due to its prestige. Awarded every four years to two to four mathematicians under the age of 40, the medal recognizes outstanding
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