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Streamline your Contact Center with our Genesys Cloud integration

Great news for our Genesys integrators! You can now have scheduled video interactions right from your Genesys Cloud environment.

A new capability within Genesys Cloud


We’re introducing a new, improved integration of 24sessions with Genesys Cloud (formerly PureCloud). It was already possible to start an instant click-to-video interaction or chat escalation directly from your Genesys environment.

Now, our improved Genesys cloud integration allows your agents to also schedule a 24sessions video call with a customer from within Genesys. Or you easily enter an already scheduled video call in one simple click. 

  
Screenshot-improved-Genesys-cloud-integration_02 
 
 Screenshot-improved-Genesys-cloud-integration_03 Screenshot-improved-Genesys-cloud-integration_04-cropped

The new agent workflow of 24sessions integrated in Genesys Cloud in 3 steps: 1. start a video call by sharing the link, 2. have the video call, 3. collect customer feedback


Click here to discover 24sessions on Genesys AppFoundry >


Another improvement is that video calls, screen share or co-browsing sessions themselves are now embedded in the Genesys Cloud workflow more smoothly, improving the agent experience.

Integrate 24sessions in your Genesys Cloud Interaction Widget, so you can start or schedule a video interaction from there too - or alternatively a screen share or co-browsing session.
 

ways-to-integrate-24sessions-video-calls-in-Genesys-cloud-contact-center


There are 3 ways to integrate 24sessions video capabilities into your own Contact Center workflows:
 1. Have a scheduled appointment with customers;
 2. Embed video calls with an instant click-to-video button; or
 3. Offer an escalation from chat to video.

 

Like to know more?

To learn more about integrating 24sessions with your Contact Center solution, head to our Genesys partner page >
 
Genesys-integration-24sessions

And click here to discover 24sessions on Genesys AppFoundry >

Topics:ProductPartners and IntegrationsContact Centers

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