On-Demand CX Across Chat, Voice & Video
AgentNow provides a fast and convenient way to connect customers with qualified contact center agents while leveraging your Microsoft Azure Communication Services (ACS).
On-Demand CX using Mobile Devices & Kiosks
Customers can connect using a kiosk or a mobile device, like a smartphone, tablet or laptop, and their choice of chat, voice and video. Agents and customers can seamlessly transition between the channels without breaks in the conversation for streamlined and efficient engagements.
Real-Time Interactions & Faster Resolutions
With AgentNow, organizations can quickly tap into on-demand and non-contact center agents to better support surges in customer demand and to supplement 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.
Enterprise-Ready AI & Omnichannel Desktop Solutions
AgentNow is a core feature of Upstream Works’ omnichannel desktop solutions which feature productivity and collaboration tools, knowledge, omnichannel capabilities, seamless integrations, artificial intelligence (AI), automation, and reporting and analytics. AgentNow also takes advantage of Upstream Works’ AI capabilities, including the AI-powered Agent Assist, which provides real-time guidance with automated conversation summaries, transcriptions, intent, and sentiment.
AgentNow is available on all Upstream Works desktop solutions, including Upstream Works on Amazon, Upstream Works on Finesse, Upstream Works on Webex Contact Center, and a standalone digital-only desktop.