Connect Instantly. Resolve Effectively.

Seamless video interactions from any channel, boosting customer service KPIs.

Connect Instantly. Resolve Effectively.

Seamless video interactions from any channel, boosting customer service KPIs.

Workflows for Initiating Video Interactions

VideoEngager allows customer-agent video interactions to be initiated through various methods, accommodating different customer journeys and contact center operations:

  • Omnichannel Escalation:
    Agents can seamlessly escalate conversations from various communication channels into a live video interaction.
  • Escalation from Chat. Agent sends a unique video link via the chat session.
  • Escalation from Voice Calls. Agent sends a video link via SMS to the customer's phone during an audio call.
  • Escalation from Email, SMS, and Social Media interactions.
  • Escalation from AI Bots. Seamless handoff from AI bots to human agents via video, with the agent receiving a summary of the prior bot conversation for context.
  • Direct Click-to-Video/Audio: Customers can initiate a direct video/audio call via a website link/button, mobile app, or kiosk.
  • Scheduled Meetings: Schedule video meetings for a future date/time, initiated by customers (via form) or agents. Send reminder emails for upcoming meetings.

Interaction Capabilities During the Call

Once connected, VideoEngager offers features supporting diverse interaction workflows:

  • Real-time Controls: Agents and customers manage camera/mic; agents can hold calls/disable remote video.
  • Collaboration Tools: Bidirectional screen sharing, secure P2P file transfer, screen capture, and annotations.
  • Expert Assistance: Agents can bring supervisors/experts into active video calls.
  • Call Recording: Video interactions recorded for compliance/QA, with flexible storage (shared, cloud, on-premises).
  • Sentiment Analysis: Real-time customer emotion insights during live video.
  • Branding & Customization: Agent background blur/virtual backgrounds and customizable visitor interfaces.
  • Mobile Features: (SDK) Speakerphone toggle, flashlight control, and mobile screen sharing.

Experience It Yourself

Experience the power of Video Engager with a free trial or request a demo now!