RCS - Upstream Works - Upstream Works Announces AgentNow Solution

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25/03/2024 18:30

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RNS Number : 2109I  Upstream Works  25 March 2024

Upstream Works Announces AgentNow Solution for Instant Customer Service On
Demand

Simple to Use, Personalized Support Offers Seamless Conversations and Taps
into Available Customer Support Agents

WOODBRIDGE, ON / ACCESSWIRE / March 25, 2024 / Upstream Works
(https://pr.report/rbQJNKP7) , 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 (https://pr.report/T5ebyvL3) . 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 (https://pr.report/IUAGVopj) .

About Upstream Works | www.upstreamworks.com (https://pr.report/sFkXNHgy)

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

 

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