How do you add live video to a contact center?
There are three ways to add live video to a contact center: your platform’s own video channel, a meetings link sent outside the contact center, or a video engagement product that handles video like any other contact. AgentNow, from Upstream Works, is the third: customers reach a live agent by QR code, link or kiosk, with no download. AgentNow is available standalone, and AgentNow video is built into every Totalix edition.
The options compared
| Option | How customers join | Inside the contact center | Works with |
|---|---|---|---|
| Your platform’s own video channel | Depends on the platform | Yes, where the platform offers video | That platform only |
| A meetings link sent by the agent | A scheduled or ad hoc meetings invitation | No: no queue, routing or shared history with the other channels | Any meetings tool |
| AgentNow | Scan a QR code, tap a link or use a kiosk; no app or download | Yes: video, voice or chat by the customer’s choice, moving between them without starting again, with co-browsing and AI Agent Assist | Any contact center platform, existing unified communications such as Webex and Microsoft Azure Communication Services, or standalone; AgentNow video is built into every Totalix edition |
AgentNow facts from the AgentNow product page and the 2024 CUSTOMER Product of the Year release; the Cisco Webex video example from the Cisco Live 2023 release.
When it fits
The problem is easier to show than describe, the customer is on the move, or the moment calls for a face: disruption at an airport, an identity check, a telehealth consult, a self-checkout that has stopped.
When it doesn’t
Contacts that are fully resolved by chat or voice today, where video would only add a step.
How Totalix does it
AgentNow is the Upstream Works product for video engagement and co-browsing, already in live customer use. Customers choose video, voice or chat, and the agent sees what they see with full journey context from the first second. It runs standalone or beside any contact center platform, and AgentNow video is built into every Totalix edition, so an agent can move a chat or a call to face-to-face video without the customer starting again. United Airlines runs it on Cisco as Agent on Demand.
AgentNow → · United Airlines Agent on Demand → · Video customer service use cases → · Request a demo →
Questions buyers ask
Do customers need to download an app for video?
No. With AgentNow they scan a QR code, open a link or use a kiosk, and choose video, voice or chat.
Does AgentNow need Cisco?
No. United Airlines runs it on Cisco, but AgentNow runs on any contact center platform, with existing unified communications such as Webex or Microsoft Azure Communication Services, or standalone.
Can a chat or call move to video?
Yes. Customers and agents move between video, voice and chat without the conversation restarting.
Is AgentNow part of Totalix?
Yes. AgentNow video engagement is an integral part of every Totalix edition, with no separate product to add. AgentNow is also available on its own as a standalone solution for video engagement and co-browse.
Has it been recognized?
AgentNow won a 2024 CUSTOMER Magazine Product of the Year Award from TMC.
Can live video run on-premise with Cisco Finesse?
Yes. AgentNow runs on-premise beside Cisco Finesse today, so video sessions stay in your own data center.