Sold by: Upstream Works
Deployed on AWS
Upstream Works AgentNow provides on-demand CX with live video, voice and chat for seamless and
convenient engagements. Customers can quickly connect with agents via a QR code, kiosk or simple
webpage for personalized service and quick resolutions. SaaS offerings: AgentNow or AgentNow AI.
Overview
AgentNow On-Demand CX: AgentNow provides customers with a fast and convenient way to connect with remote contact center agents using a QR code, kiosk or simple webpage, and their choice of live video, voice and chat.
Seamless Conversations: AgentNow includes Webex video/audio and Upstream Works Smart Chat for a smooth conversation.
Smart Routing & Transfers: AgentNow intelligently routes interactions to the appropriate agents and enables seamless transfers for faster resolutions.
Enhanced Agent Desktop Experience: Real-time AgentNow interaction details (connection status, video presence, and controls) are displayed on the Agent Assist panel of the Upstream Works digital desktop.
Support Optimization: AgentNow helps organizations manage surges in demand by leveraging remote agents across teams to complement in-person staff, improving efficiency and CX.
AgentNow AI: AI-powered Agent Assist provides real-time insights with Upstream Works AI models automating summaries, intent, sentiment and transcriptions.
Fast Deployment: Ready out-of-the-box, enabling organizations to enhance their customer support capabilities quickly and effectively.
Any Industry: Suitable for any industry and a variety of use cases, including finance, healthcare, insurance, retail, travel, hospitality, and more.
SaaS Offerings: AgentNow or AgentNow AI.
Contact the Upstream Works Team or authorized reseller partners to learn more about AgentNow Enterprise, tailored integrated solutions at scale.
Highlights
- AgentNow offers on-demand customer support with easy access to remote contact center agents using a mix of live video, voice and chat and via a QR code, kiosk, or simple webpage for seamless, personalized CX and quick resolutions.
- AgentNow is fast to deploy and enables businesses to support in-person staff and handle peaks in demand by tapping into remote agents for real-time issue resolutions.
- The AgentNow AI offering provides AI-powered Agent Assist and insights with Upstream Works AI models, automating sentiment, intent, summaries and transcriptions to further optimize efficiency.
Details
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Delivery method
Deployed on AWS
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Introducing multi-product solutions
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Features and programs
Financing for AWS Marketplace purchases
AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
Pricing
Pricing is based on the duration and terms of your contract with the vendor. This entitles you to a specified quantity of use for the contract duration. If you choose not to renew or replace your contract before it ends, access to these entitlements will expire.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
Dimension | Description | Cost/12 months |
|---|---|---|
AgentNow Standard CAL (25-199) | Licensed per user for deployments with 25 to 199 users. | $1,620.00 |
AgentNow Standard CAL (200-499) | Licensed per user for deployments with 200 to 499 users. | $1,560.00 |
AgentNow Standard CAL (500-999) | Licensed per user for deployments with 500 to 999 users. | $1,496.00 |
AgentNow Standard CAL (1000+) | Licensed per user for deployments with 1000 or more users. | $1,476.00 |
AgentNow Premium CAL (25-199) | Licensed per user for deployments with 25 to 199 users. | $2,340.00 |
AgentNow Premium CAL (200-499) | Licensed per user for deployments with 200 to 499 users. | $2,280.00 |
AgentNow Premium CAL (500-999) | Licensed per user for deployments with 500 to 999 users. | $2,216.00 |
AgentNow Premium CAL (1000+) | Licensed per user for deployments with 1000 or more users. | $2,196.00 |
Dimensions summary
AgentNow uses per-user licensing across two capability levels: Standard CAL and Premium CAL. You buy a Client Access License (CAL) for each user. Within each level, four volume bands set the per-user rate: 25-199, 200-499, 500-999, and 1000 or more users. As your user count grows, you move into a wider band. Choose Standard for core functionality or Premium for the added feature set. All licensing is on a contract term.
Top-of-mind questions for buyers
A Client Access License (CAL) is assigned per user, typically a contact center agent who accesses the system. You license one CAL for each user in your deployment. Pricing scales with agent count across contact centers ranging from 25 to several thousand agents.
Each band (25-199, 200-499, 500-999, 1000+) sets the per-user rate for deployments in that range. As your total user count enters a wider band, the band's rate applies across your licensed users, not only the added ones. You license CALs matching your current deployment size.
Both license users on the same volume bands and contract term. Standard covers core functionality. Premium adds a further feature set. Related capabilities on the vendor platform include AI agent assist insights, sentiment and intent detection, and hosted knowledge management. Confirm exact feature mapping with the vendor.
www.upstreamworks.com
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Vendor refund policy
Upstream Works does not provide refunds.
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Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Resources
Vendor resources
Support
Vendor support
Standard support is provided by Upstream Works. Our team of professionals are ready to answer your questions and resolve issues quickly, efficiently and painlessly. Phone support is provided for Severity 1 issues, and email support is provided for all other items. Professional Services must be purchased through Upstream Works. Contact us to learn about support for AgentNow Enterprise solutions. support@upstreamworks.com
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
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