Upstream Works, a leader in omnichannel contact center technology, has launched the new AgentNow Cloud Suite, introducing two flexible tiers to meet diverse business needs. The expanded suite gives organizations more control in delivering real-time, personalized support through live video, voice, and chat.
AgentNow offers customers a fast, human-first connection with remote agents. Whether it’s through a QR code, direct link, or web page accessed on a mobile device or kiosk, users can instantly engage with support teams. This enables seamless communication during critical moments, enhancing satisfaction during high-value or urgent interactions.
With AgentNow, companies can boost responsiveness and scale service quickly by leveraging remote agents and experts across their ecosystem. This agility allows them to resolve customer issues faster and meet rising service expectations with precision and efficiency.
Flexible Plans That Fit Any Support Strategy
The newly launched AgentNow Cloud Suite features two service tiers tailored to unique operational requirements. AgentNow enables quick, personalized engagement between customers and remote support agents. AgentNow Premium builds on this with intelligent, AI-driven Agent Assist Insights, offering in-the-moment guidance and enhanced agent performance.
Each tier includes the Upstream Works Digital Desktop (UWD), a unified, cloud-based platform for handling digital interactions. The desktop can function independently or integrate with a business’s existing contact center stack, supporting immediate engagement and more natural, human interactions between agents and customers.
Enterprise-Grade Support, Built to Scale
Upstream Works continues to support enterprise clients with the robust AgentNow Enterprise solution, designed for full-scale omnichannel environments in both cloud and on-premise deployments. Enterprise users benefit from live video, voice, chat, and AI-powered assistance, with compatibility across platforms such as Amazon Connect, Cisco Finesse, Webex Contact Center, and UWD.
“We’re thrilled to extend the AgentNow lineup with new levels of flexibility for companies seeking to transform their customer support strategies,” said Rob McDougall, CEO of Upstream Works. “The AgentNow Cloud Suite empowers businesses to deliver intuitive, human-centric support across industries and use cases.”
The AgentNow Standard and AgentNow Premium solutions are now available on the AWS Marketplace and through Upstream Works’ network of resellers. The AgentNow Enterprise offering continues to be distributed via the company’s partner ecosystem.
