Upstream Works AgentNow on Azure

Upstream Works AgentNow on Azure provides a fast and convenient way for customers to digitally connect with qualified, non-traditional contact center agents using Microsoft Azure Communications Services (ACS) via their choice of chat, audio and video. Customers can access on-demand agents by scanning a QR code on signage, through a kiosk, or by visiting a user-friendly mobile browser interface on a smartphone, tablet or laptop.

Provide Immediate, On-Demand CX

With AgentNow, businesses can provide seamless engagements with continuous conversations across channels. Depending on their preferences and needs, agents and customers can easily switch from a chat conversation to an audio or video interaction.

Increase Productivity & Tap into Customer Service Reps

AgentNow allows organizations to tap into non-contact center agents to support surges in customer demand and supplement on-site customer support capabilities, increasing efficiency and providing a better customer experience. Agents can also transfer AgentNow interactions to subject matter experts (SMEs) and other agents to better resolve issues.

Enterprise-Ready Agent Desktop Solutions

AgentNow takes full advantage of Upstream Works’ enterprise-ready omnichannel contact center desktop solutions and AI capabilities, including AI-powered Agent Assist, which provides agents with real-time guidance through automated conversation summaries, transcriptions, intent, and sentiment. Agents will also have access to the Upstream Works agent desktop, including productivity tools, Assist Knowledge, advanced omnichannel capabilities, and seamless integrations with multiple AI, business applications and CRM systems, including Microsoft Dynamics. Agents will have full visibility of the customer journey, interaction history and context-data, allowing them to resolve issues efficiently and reduce customer effort.