AgentNow provides a fast and convenient way to connect customers with qualified contact center agents while leveraging your existing Webex investments.
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.
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.
AgentNow is a core feature of Upstream Works on Finesse and Upstream Works on Webex Contact Center omnichannel desktop solutions, which feature 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 Upstream Works desktop solutions, including Upstream Works on Finesse, Upstream Works on Webex Contact Center, and a standalone digital-only desktop.