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This blog post was co-authored by Genesys technology partner, Auvious.
Until recently, video communication was considered an unnecessary luxury. But COVID-19 showed the world there’s a dire need for video communication. And the Genesys Cloud CXTM platform is ahead of the curve in video services. It provides a cloud-based, state-of-the-art solution with top quality, easy navigation and, most importantly, security and interactivity.
Following are a few ways you can use video in your contact center.
Boost your business volume: Visuals are a key to effective persuasion.
Stay on track with technological advances and remain relevant with end users.
Update your onboarding and authentication procedures
Boosting Your Contact Center’s Communication
There are countless use cases to illustrate the successful, profitable and innovative ways that video can transform and expand your business or service. It essentially comes down to one thing: There’s an increased market demand for simple and flexible video access.
A cloud contact center that delivers this provides the perfect solution. Let’s take a look at some features that boost the contact center’s video communication.
HQ video and audio: Our video and audio communication technology is WebRTC-based, with cross-browser, cross-platform and mobile customer video support.
Recording service: You can record audio and video media of all participants in a call. Agents can save the output on their storage provider of preference (S3 Amazon, Google, etc.).
Screen-share: With this feature, agents and customers can share their screens securely — directly from the Auvious app. Share a browser tab, a specific application or even your whole desktop.
Augmented reality: Agents can interactively add markings (pointers) to a customer’s screen for enhanced, step-by-step customer support.
Pause call (on hold): With this, the agent instantly suspends audio and video of all meeting participants.
Video-first widget: With our revolutionary widget, the customer initiates a video conversation directly with an agent, bypassing all other unnecessary steps. And because it floats, your customer never has to leave your website.
Artificial intelligence (AI) background removal: Real-time background masking that’s replaceable with blurring.
Multiple participants: Multiple agents can participate in the same call.
Omnichannel support: Agents can initiate calls from a single system, regardless of the preferred channel of engagement.
To learn more about these video capabilities, visit Auvious on the AppFoundry Marketplace.
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