Video & co-browse
AgentNow
Video engagement and co-browsing for the issues that need to be seen, not described — fewer repeat calls and site visits.
What is AgentNow?
AgentNow is the Upstream Works product for video engagement and co-browsing. Agents see what the customer sees, so visually complex issues are resolved on the first contact.
Voice and text alone can’t resolve visually complex issues remotely — some CX moments need to be seen, not described.
Video engagement and co-browsing, built on genuine existing market traction.
Higher first-contact resolution on visually complex issues, a differentiated CX moment, and fewer unnecessary in-person visits.
What AgentNow does.
Instant access, no downloads
Customers reach a live agent by scanning a QR code, tapping a web link or using a kiosk — nothing to install, no queue at the desk.
Video, voice or chat — their choice
The customer picks the channel; the agent sees what they see, with full journey context from the first second.
Co-browsing
Guide a customer through your website or portal in real time instead of describing where to click.
Continuous conversations
Move between channels without the conversation restarting — the context travels with the customer.
Peak demand without extra headcount
Draw on remote agents and experts across your organization when disruption strikes — delays, outages, launch days.
AI Agent Assist built in
Sentiment, intent, summaries and live transcription help the agent resolve the moment faster.
How AgentNow fits the family.
AgentNow is a permanent, stand-alone Upstream Works product, already in live customer use. Its video and co-browse sessions also appear as channels inside the Totalix™ omnichannel core, so an agent can move from chat or voice to video without the customer starting again. AgentNow is not an edition of Totalix™.
Questions about AgentNow.
Is AgentNow part of Totalix?
No. AgentNow is a separate Upstream Works product. Its video and co-browse sessions appear as channels inside Totalix™, but it is bought and deployed as its own product and is not one of the five editions.
Does the customer need to install an app to use AgentNow?
No. The customer scans a QR code, opens a web link or uses a kiosk, chooses video, voice or chat, and is connected to a live agent — no downloads and no delays.
Who uses AgentNow today?
United Airlines uses AgentNow to power its Agent on Demand service: passengers scan a QR code to skip the line at the information desk and connect with an agent by video, voice or chat during delays and cancellations.
Which industries suit AgentNow?
Anywhere a customer is on the move or a problem is easier to show than describe: airports and hotels, bank branches and virtual tellers, retail floors, utilities and telecoms, and health clinics.
Request a demo
Find out how much of your demand you can make disappear.
Tell us who you are and what you run. We’ll show you AgentNow — video & co-browse — on your use case.
- A live tenant, not a slide deck
- The engineer who knows your platform
- Or connect with one of our 50+ partners
Want your own Totalix trial tenant from 1 December 2026? Join the waitlist →
Thanks — your request is in.
We’ll be in touch shortly to arrange your demo.
What happens next
- Your request goes straight to the Upstream Works sales lead for your region.
- We’ll contact you within one business day.
Request a demo
Our online form is having trouble right now. Please send your request by email and we’ll take it from there.
Send by email instead