AgentNow
What is AgentNow?
AgentNow is a customer engagement solution that provides on-demand access to agents through a QR code or web interface. Customers and agents can connect using a mix of video, voice and chat for seamless, face-to-face conversations.
AgentNow is aimed at moments when a customer benefits from seeing or showing something, or from talking to a person directly rather than navigating menus. A customer scans a QR code, for example on signage, packaging or printed material, or opens a web link, and is connected to an available agent. The conversation can use video, voice or chat, and the mix can change as the conversation develops.
AgentNow is available on its own as a standalone video engagement and co-browse solution, and AgentNow video is also built into every edition of Totalix, the Upstream Works contact center platform.
Face-to-face engagement is often used for higher-value or more complex conversations, such as product guidance, onboarding, troubleshooting or checking something visually. When assessing this kind of solution, teams usually look at connection time, completion rates, resolution on the first contact and customer satisfaction, and at how video sessions are routed, recorded and reported alongside other channels.
Related: Co-browse, Agent and customer engagement, Channel, AgentNow.
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