Upstream Works AgentNow Wins Global Travel Tech Award

Upstream Works Wins Global Tech Award for Travel Technology with Its Industry-Leading AgentNow Solution

AgentNow Recognized for Fast, Human-Centered Travel Support Experiences

WOODBRIDGE, ONTARIO (November 25, 2025) – Upstream Works, an AI and omnichannel contact center solutions company, today announced that its instant traveler experience solution, AgentNow, has been named the 2025 Global Tech Award winner in the Travel Technology category. The Global Tech Awards honor the most exceptional technology solutions worldwide, spotlighting innovation, creativity, and real-world impact across industries.

AgentNow was recognized for transforming the travel experience with an on-demand, human-AI service model that gives travelers immediate access to live, qualified agents via chat, voice, or video. Designed to deliver instant, personalized experiences at scale, AgentNow earned top marks from judges across all TravelTech criteria, including travel assistance and support, mobile accessibility, innovation, and personalization.

Why AgentNow:

  • Immediate support model: AgentNow blends AI, human expertise and unified communications to deliver instant, personalized traveler service. Travelers quickly connect with live, qualified agents via QR codes, web links or purpose-built kiosks.
  • Seamless traveler interaction: Chat, voice, and video flow seamlessly within a single interaction, with full context preserved.
  • Enterprise-grade customization and integration: Travel providers can easily tailor interfaces and workflows, display branded content, announcements, or promotional messaging, while turning idle wait time into engagement time.
  • Smart routing and operational insights: Agents gain visibility into traveler status and context, enabling faster, personalized resolutions and smooth handoffs to subject matter experts.
  • Support across the travel ecosystem: AgentNow enhances both “above the wing” passenger experiences and “below the wing” operational efficiency, improving service and crew coordination.
  • Proven global scalability: Adaptable across regions, languages, and travel environments, AgentNow supports enterprise-scale operations, including powering United Airlines’ “Agent on Demand” service during peak periods.

Why It Matters:

Travelers expect quick, personalized, and reliable support, especially when itineraries shift or disruptions occur. Agents often can’t keep up with demand during day-of-travel peaks, especially during high-stakes moments like flight cancellations and weather disruptions, leading to long lines, staffing challenges, and inconsistent support.

AgentNow solves these issues by making on-demand human assistance available anytime and anywhere, by leveraging remote agents across the organization’s network. It enables agents to provide instant and meaningful support, like:

  • Real-time booking changes and flight updates
  • Personalized travel planning and itinerary support
  • Accurate travel information, guides, and requirements
  • 24/7 multilingual customer service
  • Mobile-first experiences with seamless handoffs
  • Rapid integration with airline, airport, hotel, and transportation systems

This award highlights AgentNow’s role in shaping the future of TravelTech by creating a modern, optimized human-AI travel experience, above and below the wing.


“AgentNow is redefining what modern travel service can be. It enables instant, personalized support, optimizes travel experiences by blending human agents with AI capabilities, and gives airlines the flexibility to customize and integrate rapidly across their operations,” said Jeff Palmer, Chief Revenue Officer at Upstream Works. “Earning this recognition from the Global Tech Awards reinforces how powerful it is when technology strengthens human connection while solving real challenges for travelers and the teams who support them.”

Frequently Asked Questions (FAQs)

  • What is AgentNow, and why was it recognized by the Global Tech Awards?
    AgentNow is an on-demand travel support solution that connects travelers with live agents through chat, voice, or video. It was honored for enabling personalized, seamless, and mobile-first traveler experiences across the entire journey.
  • How does AgentNow improve the traveler experience?
    AgentNow reduces wait times, simplifies support, and gives travelers fast access to real humans who can resolve issues quickly, without waiting in long airport lines.
  • Can AgentNow support airline operations beyond passenger service?
    Yes. AgentNow can support both passenger-facing teams (“above the wing”) and operations, crew, and ground teams (“below the wing”), improving communication, coordination, and overall efficiency.
  • Where can AgentNow be deployed?
    Airports, train stations, hotels, cruise lines, and any environment that benefits from direct, on-demand access to customer service teams. AgentNow can be deployed across other industries, including hospitality, retail, financial services, healthcare, and education.



About Upstream Works | www.upstreamworks.com

Upstream Works provides enterprise-ready AI and omnichannel contact center desktop solutions that simplify and improve the agent and customer experience. Our flexible desktop solutions, seamless integrations and AI orchestration capabilities support digital transformation, innovation, and business growth, enabling on-premise and cloud contact centers to leverage existing systems and investments. For over 20 years, Upstream Works has helped companies worldwide and across industries improve operational efficiency, agent effectiveness, customer experience, and business outcomes.

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Contact:
Escalate PR for Upstream Works
upstream@escalatepr.com