AgentNow: On-Demand CX via Instant Live Video, Voice & Chat
AgentNow provides fast and easy access to live video agents by scanning a QR code, visiting a webpage, or using a purpose-built kiosk. No downloads are required. Customers and agents can communicate using a mix of video, voice, and chat for seamless conversations without interruptions.
Provide instant access to customer service with on-demand agents who can support in-person staff during time-sensitive moments and peak periods by leveraging remote agents across your organization. Deliver fast, human support that reduces friction, boosts satisfaction and strengthens brand loyalty.
Instant Access to CX Support
Using Mobile Devices & Kiosks
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 memorable brand moments with AgentNow. Handle demand spikes by leveraging remote agents and experts across your business network.
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- Customers instantly access on-demand agents via live video, voice or chat
- Connect via QR code or weblink using mobile devices or purpose-built kiosks
- Face-to-face video engagements enable humanized and personalized CX
- Seamless transitions between channels without interrupting the conversation
- Customers stay engaged in queue with branded videos and learn about your company
- Handle demand spikes by leveraging remote agents and experts across your business
Live Video CX Solutions for Every Industry
AgentNow can radically transform customer experiences across all industries. Whether customers are at home or on the go at an airport, store, bank or health clinic, AgentNow enables remote agents to offer humanized 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 and personalized support while maximizing efficiency.
Expand Support Options & Improve Efficiency
With AgentNow, organizations can tap into on-demand and non-contact center agents to better support surges in customer demand and supplement finite, on-site customer support capabilities. Utilize support agents across teams and regions during peak periods to increase efficiency and provide a better customer experience.
AgentNow agents have access to the Upstream Works agent desktop* and its full breadth of features and capabilities, including:
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- Easy access to AgentNow controls, including video, voice and chat settings
- Knowledge, productivity and collaboration tools
- Integrations to CRMs and business applications
- Artificial intelligence (AI) and automation, including Agent Assist for real-time guidance
- Full visibility of the customer journey, interaction history and context-data
- Easily transfer interactions to other agents, subject matter experts (SMEs) and specialists
*Upstream Works agent desktop features depend on the AgentNow Cloud Suite tier.
Customer Success Story: United Airlines
United Airlines leverages AgentNow to power its Agent on Demand service. Passengers can get anytime, anywhere access to airline service agents by scanning a QR code or using the Agent on Demand kiosk at the airport. The service enables travelers to skip the line at the information desk and connect directly with agents using voice, chat, or video.
United’s Agent on Demand service provides immediate support during potentially stressful times, like flight delays and cancellations.
Flexible Deployment Options & Product Tiers
The AgentNow Cloud Suite includes product tiers with flexible deployment options so businesses and contact centers can choose the capabilities that best suit their needs and goals.
AgentNow Standard
Cloud
- 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
- AgentNow Standard is available on AWS Marketplace and through our partner reseller community
AgentNow Premium
Cloud
- Boost agent performance with AI-powered 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
- AgentNow Premium is available on AWS Marketplace and through our partner reseller community
AgentNow Enterprise
Cloud & On-Premise
- 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
- AgentNow Enterprise is available through our partner reseller community
On-Demand Customer Experience
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.
AgentNow on Azure*
Upstream Works AgentNow on Microsoft Azure Communication Services (ACS) offers secure and streamlined communication via live voice, voice and chat. It’s reliable, scalable, easy to deploy, and available in Microsoft AppSource and Microsoft Azure Marketplace.
*AgentNow on Azure is available on AgentNow Enterprise solutions.