Instant Support. No Wait Times. No Added Headcount.
Upstream Works AgentNow is an instant on-demand customer service solution that connects customers to live agents via video, voice or chat, using QR codes or mobile devices — no downloads required. Turn moments of friction into loyalty-boosting experiences by helping customers skip the line and better manage demand spikes without adding headcount.
On-Demand Human-AI Customer Service via Live Video, Voice & Chat
Provide instant customer service and support your in-person staff during time-sensitive moments and peak periods by leveraging remote on-demand agents across your organization.
AI Agent Assist equips agents with insights such as sentiment, intent, summaries and Live Call Transcriptions, empowering them to deliver fast AI-guided support.
- Easy access to agents: QR codes, weblinks and kiosks — no downloads, no delays
- Convenient CX: customers select their preferred channel — live video, voice, or chat
- Seamless channel transitions: continuous conversations without interruptions
- Human-AI support: reduce friction and boost satisfaction and loyalty
Success Story
United Airlines Transformed the Traveler Experience at Critical Touchpoints
United Airlines leverages AgentNow to power its Agent on Demand service and drive exceptional day-of-travel experiences. Passengers can access airline service agents anytime, anywhere by scanning a QR code. The service enables travelers to skip the line at the information desk and connect directly with agents using video, voice or chat.
United's Agent on Demand customer service provides immediate and personalized support during potentially stressful times, like flight delays and cancellations, accelerates issue resolution, and improves customer satisfaction (CSAT).
Learn More"Passengers can skip the line and connect with agents via video, voice or chat — anytime, anywhere."
United Airlines · Agent on DemandTurn Friction into Brand-Defining Moments with On-Demand Service
When service disruptions strike, like flight cancellations or power outages, customers need fast and reliable support. Quickly alleviate customer frustrations and turn them into opportunities for loyalty-building experiences with AgentNow.
Handle demand spikes by leveraging remote agents and experts across your business network.
On-Demand CX
Video, voice or chat CX with agents having full journey context for instant, empathetic and personalized service.
Priority Access
Customers reach support fast with seamless channel transitions that never interrupt the conversation.
Deploy Your Network
Tap into remote agents and experts across your business to handle demand spikes without adding headcount.
Proven Results
Global enterprise deployments report accelerated issue resolutions, higher FCR and measurable CSAT gains.
Transform CX Across Industries
with Instant Human-AI Support
AgentNow can radically transform customer experiences across all industries. Whether customers are at home or on the go at an airport, a store, a bank or a health clinic, AgentNow enables remote agents to deliver effective human-AI support and increase customer satisfaction.
From hotel check-ins to virtual bank tellers, remote retail assistance and virtual healthcare, AgentNow empowers businesses to deliver immediate, personalized, live human-AI support while maximizing efficiency.
See Real-World Use CasesMaximize Efficiency & Scale Support with Remote Agents
With AgentNow, organizations tap into on-demand, remote agents to handle demand surges and extend support capabilities without adding headcount.
Utilize support agents across teams and regions during peak periods to increase efficiency and provide a better customer experience.
Instant Productivity
Quick access to AgentNow video, voice, chat, and integrated systems streamlines workflows.
Human-AI Assist
Real-time sentiment, intent, summaries, transcriptions, and Assist knowledge increase First Contact Resolution (FCR).
Personalized CX
Full visibility of the customer journey, interaction history and context data for personalized and consistent CX.
Faster Resolutions
Instant, continuous CX with complete insights enables fast responses and higher satisfaction from the first contact.
Enterprise-Grade Tailored CX Solutions
Cloud or On-Premise
The AgentNow Cloud Suite includes product tiers with flexible deployment options, allowing businesses and contact centers to choose the capabilities that best suit their needs and goals.
Cloud
AgentNow Standard
Handle demand spikes by optimizing existing staff across the business network.
- Cloud-hosted solution
- Live video, voice and chat, including Upstream Works Digital Desktop (UWD)
- Quick to deploy, standalone or integrate with your existing contact center
Available on AWS Marketplace and through our partner reseller community
Cloud
AgentNow Premium
Boost agent performance with AI insights and guidance.
- All features of AgentNow Standard, including live video, voice and chat via Upstream Works Digital Desktop (UWD)
- AI-powered Agent Assist Insights for real-time agent guidance and support
Available on AWS Marketplace and through our partner reseller community
Cloud / On-Premise
AgentNow Enterprise
Meet unique needs with tailored solutions and advanced integrations.
- Fully customizable and tailored integrations
- AI-powered Agent Assist Insights and context
- Available on all Upstream Works platforms: Amazon Connect, Cisco Finesse, Webex Contact Center, and our Digital Desktop
Available through our partner reseller community
Secure AgentNow Video CX Built for Webex & Azure
Webex
AgentNow on Webex
Upstream Works AgentNow on Webex allows customers to connect with a qualified agent or expert using live video, voice and chat. It's easy to deploy and can be tailored to your specific business needs.
AgentNow on Webex is available on AgentNow Standard, Premium and Enterprise solutions.
✓ Available on Standard, Premium & Enterprise
Azure
AgentNow on Azure
Upstream Works AgentNow on Microsoft Azure Communication Services (ACS) offers secure and streamlined CX via live video, voice and chat. Available on Microsoft AppSource and the Microsoft Azure Marketplace.
AgentNow on Azure is available on AgentNow Enterprise solutions.
✓ Available on Enterprise solutions
Frequently Asked Questions (FAQs) About AgentNow
What is AgentNow and how does it work?
AgentNow is an on-demand customer service solution that connects customers to live agents instantly via QR code, mobile device or purpose-built kiosk — no downloads are required — and immediately connects them to an agent via live video, voice or chat.
What channels does AgentNow include?
AgentNow provides instant customer support via live video, voice, chat and screen sharing. Customers can move seamlessly between channels within a single interaction without losing context. This flexibility means customers can start on video and shift to voice or chat without interruptions.
Does AgentNow require customers to download an app?
No. AgentNow is fully browser-based. Customers can connect with a live agent instantly by scanning a QR code or visiting a webpage on any mobile device — with zero downloads or account setup required.
What AI capabilities does AgentNow include?
The AgentNow Premium and Enterprise tiers include AI-powered Agent Assist, which provides agents with real-time insights, including customer sentiment analysis, intent detection, conversation summaries and Live Call Transcriptions. These capabilities help agents resolve issues faster and deliver more consistent, personalized support.
Has AgentNow been deployed at enterprise scale?
Yes, AgentNow has been deployed at enterprise scale. United Airlines uses AgentNow to power its Agent on Demand service, giving passengers instant access to live airline agents using QR codes at airports — via video, voice or chat. The service was designed to provide immediate support during high-stress irregular operations (IROP) such as flight delays and cancellations.
Experience Instant On-Demand CX
Explore AgentNow and see how organizations are providing instant access to agents and human-AI support across cloud and on-premise environments.