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Video calling for Contact Centers

Genesys integration

Add video calling to your omni-channel Contact Center mix. Empower agents to serve customers personally by easily moving to a video call, co-browsing or audio session when the conversation asks for it. Without leaving Genesys.

REQUEST A DEMO or download solution brief >

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 Omni-channel video call integration
for enterprise Contact Centers

 

Turn customer interactions into an opportunity to improve CX and boost sales. Let customers switch to a personal interaction from any channel - your website, app, messaging or phone conversation. And seamlessly connect agents in 1 click from their Genesys environment.

Unlock rich video customer engagement on Genesys Cloud CX, Multicloud CX (Engage) and Connect with 24sessions’ secure video call and co-browse solution. Allow agents to start any preferred journey - from inbound, outbound or an escalation to a scheduled video interaction. Improve your Genesys workflows >

 

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Create 1-click video call workflows in Genesys


24sessions is 
built for remote Customer Engagement. Our Genesys integration makes any type of video call journey seamless - for your customers and agents alike.
  

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Connect with customers on 1 platform


Connect your agents with customers via video from the platform they’re already working with. Our browser-based technology works with 1 click on a link - for customers as well as agents. The customer requests a video call, it is routed to the right agent and shows up in Genesys. Thanks to an integrated widget,
the agent accepts an incoming interaction straight from their Genesys UI - without having to switch tabs to a different tool.

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From any channel to a video call, and back

 
Start a 1-click video call directly from your website, app, a phone call or live messaging. Or let customers book a video appointment with an advisor later. Our Genesys integration allows you to embed video interactions in 3 workflows, which can be started both by the agent and the customer - scheduled, click-to-call, or escalations.

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The right agent for the right customer

 
What if a customer service request requires fast follow-up? Or a customer needs an expert agent's advice? Our integration comes with appointment booking, a calendar integration and the option to create different meeting types. So you can always route an incoming request to the right agent - whether it's a based on availability for a video call booked in advance, or a queue-based instant call.

See routing for Genesys in action >

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Track the impact of video interactions


After the conversation ends, get the insights you need to keep improving your Contact Center interactions.
Ask your own review questions to measure NPS. Collect segmented video call data through our out-of-the-box dashboard or data API. Automatically generate compliant recordings or easily searchable transcripts with settings per meeting type. And use the  smart Goal Tracker to track compliance with conversation topics.

Why add visual customer engagement to your Contact Center suite?

Keep a helicopter view of the customer

With video calling added to your omni-channel Contact Center mix, ensure that you maintain a helicopter view of the customer. Integrate 24sessions in Genesys to offer a seamless workflow for video calls, co-browsing and audio calls in 1 central CX platform - so agents can easily switch channels. And our data API lets you collect exactly the insights you need to further improve Video Customer Engagement.

Evolve digital service beyond answering questions

Offer visual, personal service on conversations where a human face adds value. Give 1-to-1 video advice on complex banking products, or start an instant co-browse session to help a customer complete a form. Customers opt for a click-to-call or book an appointment when it suits them. And you improve Customer Satisfaction and conversions by minimizing waiting time and increasing first-time fixes.

See our Genesys integration in action >

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Make your agents' jobs easier and save time

Let the integration do the work for you. Increase agent efficiency by automating tasks like sending email confirmations or SMS reminders, collecting reviews and logging calls. Video call appointments or instant requests appear straight in Genesys. Conversations can be recorded and transcribed into an AI-automated text report. And customer data is automatically updated thanks to native reporting.

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What you get with our Genesys integration

  1. Click-to-call

    Does your customer need to talk to a human right now? Enable instant video call journeys with click-to-call. The customer clicks a button, our technology finds the right agent and connects them.

  2. Escalation

    Is a customer already talking to one of your agents via chat, messaging or phone, but looking for visual assistance? Enable an escalation to an instant video call, embedded in the same window.

  3. Scheduled video calls

    With our booking module customers schedule a video appointment directly from your website or app. And the appointment is automatically routed to the right agent, showing up in their Genesys environment.

  4. Omni-channel visual engagement

    Offer any types of interaction, anywhere - which both customers and agents can schedule, start instantly, or switch to from another channel. Have a video call, an audio-only call, start co-browsing, or share documents two-way.

  5. Configurable & compliant

    Ensure compliant workflows by configuring settings per meeting type. For example, choose to enable or disable call recordings, and to store call data on premise or in the cloud. Customize your video call domain, branding, communication flows and review data. Or use our flexible API to create custom configurations one level deeper.

  6. Premium security

    Talk to customers without having to worry about security and compliance. 24sessions works through reliable WebRTC connections and unique meeting links. Our technology is end-to-end encrypted, PEN-tested and compliant with GDPR, ISO 27001, NEN 7510, PCI and MiFID II.

  7. Expert services to scale

    We help you scale visual customer engagement. Our Customer Success team’s expert services guide you in implementing, integrating and internally adopting video calling. So you achieve maximum agent adoption and long-term business impact.

Download solution brief

See 24sessions for Genesys in action

Request an interactive demo with one of our partner managers here: