FUNCTIONALITY FEATURES:
- File Transfer
- Record live video sessions.
- Scheduling based on agent availability
- Live video
- Live audio
- Pause video
- Change camera
- Disable remote video
- Integration with Genesys Web-Chat
- Flashlight
- Capture save, and share photos
- Annotation on screenshots
- Screen-share
- Geolocation
- Multi tenancy
- Picture format (JPG, PNG, PDF)
- Assistant/Supervisor three way calls
- Multiparty calls for 3 Devices
- Agent Client (Chrome, Firefox)
- Visitor Web Client (Chrome, Safari, Edge, Firefox, Opera)
- Robust Reporting and Analytics
SUPPORT FEATURES:
- Online user guide
- Ticketing portal
- Level 2 and Level 3 support
- Customer Success Manager
SECURITY FEATURES:
- GDPR and CCPA compliant
- HIPAA compliant
- Encryption
- Administrative Fine grained access control
- Security for the customer WAF, IP Whitelisting, mTLS
RECORDING FEATURES:
- Cloud storage endpoint (Amazon S3, Azure)
- Recording Service endpoints – AWS, GCP, Azure, on-premise
- Recording retention policy and period – DELETE, ARCHIVE/RESTORE
- Recording modes – Video and Audio, Audio only with options – Mandatory/Optional
- Recording playback endpoints – cloud/on premise
PRODUCT CUSTOMIZATION FEATURES:
- Customer-defined Virtual Backgrounds for the agents
- Genesys Widgets extension – provides Integration with Genesys Widgets
- Platform API’s
- Branding – customer-facing messages – privacy pop-ups, terms and conditions etc.
- Branding – video URL domain, customer-provided domain or subdomains
- Branding – Customer-defined video call User interface
- Branding – custom exit URLs – after call and on expired video URLs
- Branding – reporting video call attributes in Genesys interaction
- Web Embeddable video widget
- Administrative fine-grained feature selection
- User interface customization
MOBILE FEATURES:
- Mobile SDK for integration in native iOS and Android applications
- Picture in Picture
