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
U.S. Polo Assn. Expands Collegiate Partnership Program to Record 70 Teams for 2026 Season5.3.2026 13:00:00 CET | Press release
WEST PALM BEACH, FLA. / ACCESS Newswire / March 5, 2026 / U.S. Polo Assn., the official sports brand of the United States Polo Association (USPA), proudly announces the continued expansion of its Collegiate Partnership Program (CPP) for the 2026 season and academic year. Now in its eighth consecutive year, the program reaches a historic milestone by supporting 70 collegiate teams across 31 universities nationwide, the largest number of teams ever participating in the program.U.S. Polo Assn.'s Collegiate Partnership Program featuring the California Polytechnic State University Women's and Men's Polo Teams Photo Credit: California Polytechnic State University Polo Teams U.S. Polo Assn. will outfit hundreds of student-athletes from coast to coast, including small private and large public institutions, Ivy League Universities, and Historically Black Colleges and Universities (HBCUs). The CPP supports 35 women's and 35 men's teams, reinforcing U.S. Polo Assn.'s long-standing commitment to g
British Library Selects Preservica for Large-Scale Digital Preservation Program4.3.2026 15:00:00 CET | Press release
OXFORD, UK AND BOSTON, MA / ACCESS Newswire / March 4, 2026 / Preservica, the leader in AI-powered Active Digital Preservation™, today announced that it has been selected by the British Library to provide a Digital Preservation Repository solution and project implementation services to support the long-term preservation and management of the Library's extensive, petabyte- scale digital collections. Following a formal procurement and evaluation process, Preservica will deliver a secure, cloud-based Digital Preservation platform to support the continuous acquisition, management, and long-term preservation of the Library's diverse and expanding digital collections - including e-books, e-journals, sound recordings, UK websites, eTheses, digitised heritage materials and more - strengthening its ability to safeguard digital content for future generations. "Robust and secure Digital Preservation is essential for the effective custodianship, management and long-term readability of modern digit
Accu-Time Systems Announces Strategic Integration with Connecteam for Seamless Workforce Management4.3.2026 15:00:00 CET | Press release
The collaboration brings enterprise-grade stride80 time clocks to the Connecteam ecosystem, offering businesses a unified solution for high-accuracy attendance and real-time data sync. BOSTON, MASSACHUSETTS / ACCESS Newswire / March 4, 2026 / Accu-Time Systems (ATS), a leading provider of employee time collection solutions, today announced a strategic partnership with Connecteam, the all-in-one platform for managing distributed workforces. This collaboration integrates Connecteam's workforce management system with Accu-Time Systems' stride80 employee time clocks-delivering a unified, accurate, and secure way to collect employee time for payroll processing. Through this integration, employee punches recorded on stride80 time clocks are automatically transmitted to Connecteam's time tracking system in real time. The result is a streamlined data flow that eliminates manual entry, reduces payroll errors, and saves organizations valuable administrative time. "By integrating Connecteam's pla
Formerra Appoints Tom Kelly as Chief Executive Officer4.3.2026 14:00:00 CET | Press release
CLEVELAND, OHIO / ACCESS Newswire / March 4, 2026 / Formerra, LLC ("Formerra"), a leading distributor of engineered thermoplastic resins, additives, elastomers, and other specialty materials, today announced the appointment of Tom Kelly as Chief Executive Officer ("CEO"). A seasoned executive with over 30 years of specialty and engineered materials experience, Tom is known for leading teams to drive differentiated growth and building high-performing organizations set up for long-term success. The former CEO, Cathy Dodd, will stay on as Special Advisor to the Board and will remain an investor in the Company. Tom brings extensive commercial, supply chain, and distribution experience with a strong background in scaling global enterprises in the engineered materials sector. After previous roles at Cabot Microelectronics and Chemtura, Tom's most recent role was Senior Vice President of Engineered Materials at Celanese, where he led key commercial and operational initiatives across engineere
New GTDC Research Details Distribution's Influence on AI, Cloud and Hyperscaler Sales and Adoption3.3.2026 16:00:00 CET | Press release
IT distributors have become digital ecosystem orchestrators that unify cloud, AI, hyperscaler, and subscription-based business models. Distribution significantly accelerates vendor growth while reducing risk, allowing suppliers to scale efficiently, expand partner bases, enter new markets and mitigate financial and operational liabilities. Digital platforms are creating a new GTM "operating system". These systems offer end-to-end digital commerce and intelligence layers to manage procurement, billing, lifecycles and analytics. TAMPA, FL / ACCESS Newswire / March 3, 2026 / The Global Technology Distribution Council (GTDC), the world's largest consortium of technology distributors, has released a new research report, Distribution: The Digital Force Multiplier. Developed by CommCentric Solutions, this study examines how IT distribution has transformed and continues to evolve into a critical enabler of cloud, artificial intelligence (AI), hyperscaler and platform-driven business models acr
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