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
Miami Fashion Week(R) Celebrates 10 Years With a Landmark Anniversary Edition, October 13-18, 202626.10.2026 15:00:00 CET | Press release
MIAMI, FL / ACCESS Newswire / October 26, 2026 / Miami Fashion Week® (MIAFW) celebrated its landmark 10th anniversary October 13-18, 2026, bringing together international designers, Latin American talent and Miami's creative community for six days of runway presentations, industry programming and special events. The milestone edition celebrated a decade of connecting Miami with the international fashion industry while continuing to expand beyond the runway through sustainability, technology, education and cultural exchange. Further strengthening its ties to the local community, MIAFW established a long-term partnership with Miami Dade College and Miami Fashion Institute. Images: Courtesy of Miami Fashion Week "Celebrating 10 years of Miami Fashion Week is an incredibly meaningful milestone," said Lourdes Fernandez-Velasco, Executive Director of Miami Fashion Week. "Over the past decade, we've built a platform that connects designers, creatives and industry leaders from around the world
Chervon Names Parker Wesley Clary Director of Field Sales - Southern Division26.10.2026 14:00:00 CET | Press release
NAPERVILLE, IL / ACCESS Newswire / October 26, 2026 / Parker Wesley Clary joins Chervon as Director of Field Sales - Southern Division, effective October 26, 2026, reporting to Thomas Kentouris, VP of Field Sales. Clary assumes responsibility for the Southern Division of the Chervon Field Sales Team. He is charged with developing a strong organization, building outstanding store-level merchandising and promotional programs. Most recently, Parker was a Key Account Manager for TTI/Milwaukee Pro Tools responsible for the Transportation Maintenance Vertical. His impressive career also includes a series of increasingly responsible positions in store coverage and field sales management. "Parker's exceptional sales and sales management skills will help us deliver our bold growth targets," said Thomas Kentouris. "He is a high-potential talent with a bright future ahead at Chervon." "The opportunity to be a part of Chervon's inspired high-performance culture was most compelling to me," said Par
Chervon names Joel Petersheim as Vice President, End User Research and Sales - OPE Commercial USA26.10.2026 14:00:00 CET | Press release
NAPERVILLE, IL / ACCESS Newswire / October 26, 2026 / Joel Petersheim joins Chervon as Vice President, End User Research and Sales - OPE Commercial, effective October 26, 2026, reporting to Joe Galli, CEO. Petersheim brings to Chervon 15+ years of experience at TTI/Milwaukee encompassing a series of increasingly responsible positions in sales, key account management, end user marketing, and sales management. Most recently, he held the position of Vice President Industrial Channel Sales - Northeast. Joel's impressive career also includes a series of director level end user marketing leadership roles focused on the MEP Verticals. His track record in converting key end users and in growing sales in each of his past positions was consistently outstanding. "Joel is a tremendous addition to the outstanding leadership team we are building at Chervon," said Joe Galli. "He is a high potential talent with a tremendous track record of success at the account and end user level." "I am enormously i
Chervon Names Maggie Jones Director of National Field Sales OPS26.10.2026 14:00:00 CET | Press release
NAPERVILLE, IL / ACCESS Newswire / October 26, 2026 / Maggie Jones joins Chervon as Director of National Field Sales Operations, effective October 26, 2026, reporting to Thomas Kentouris, VP of Field Sales. Jones will be charged with building out the support system, technology platform, and rigorous measurement/control process for the Chervon Field Sales Network. Most recently, Maggie was Divisional Sales Manager for TTI/Milwaukee where she was responsible for leading 140 field sales store coverage reps. She was an outstanding performer managing the high growth Texas region. Her career also included a series of store coverage and sales management positions in the Southeast USA. "Maggie is best described as an overachieving superstar," said Thomas Kentouris. "Her leadership skills, organization skills, and results orientation will serve her well as she builds our field sales team infrastructure." "I cannot wait to get started supporting Chervon's vision of industry leadership," said Jon
Jones Day Partners with Draftwise to Deploy Ontonomi Legal Ontology Across the Firm26.10.2026 13:30:00 CET | Press release
NEW YORK, NY / ACCESS Newswire / October 26, 2026 / Jones Day and Draftwise today announced a partnership under which Jones Day will deploy Ontonomi, Draftwise's legal ontology offering, across multiple practice areas. Jones Day is one of Ontonomi's founding partners. Together, Jones Day and Draftwise will work to structure and connect the Firm's proprietary intelligence, including the knowledge, precedents, positions, and experience built over decades of client work. Making that intelligence more accessible across the Firm will help lawyers make better-informed decisions, deliver better outcomes for clients, and accelerate how associates learn from the judgment of senior lawyers. Jones Day is a single, integrated global partnership of more than 2,500 lawyers across 40 offices in the Americas, Europe, the Middle East, and Asia. As an early adopter of AI, the Firm has made sustained investments in technology, specialized talent, and governance to integrate AI across its practice and cli
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