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OVERVIEW AND CORE FEATURES:

VideoEngager is a seamless, WebRTC-based video chat solution designed for Cloud Contact Centers (CCaaS). It empowers agents and customers to connect instantly with a simple click, fostering rich, real-time video interactions that enhance communication and drive results.

  • Effortless engagement: Customers initiate video chats directly from your website or mobile app using any browser, eliminating the need for downloads or installations.
  • Omnichannel escalation: Seamlessly escalate interactions from various channels into engaging video conversations.
  • Seamless integrations: VideoEngager integrates with leading CCaaS vendors and CRM systems, including Genesys Cloud, Genesys Engage, Five9, Verint, Talkdesk, and Salesforce.

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 Analytic

AI-POWERED FEATURES:

  • Emotion Detection and Sentiment Analysis: Gain deeper insights into customer feelings and reactions in real-time.
  • Conversation Transcription and Summaries: Automatically transcribe and summarize conversations for efficient record-keeping and analysis.

SECURITY FEATURES:

  • Compliance: VideoEngager prioritizes your security and privacy. We are HIPAA, GDPR, and PCI DSS compliant and certified for ISO 27001 and SOC 2 Type II.
  • Encryption: All video and audio communication is encrypted using robust encryption protocols to protect your data from unauthorized access.
  • Administrative Fine-Grained access control: Control user access and permissions with granular precision to ensure data security.
  • Customer WAF, IP Whitelisting, mTLS: Advanced security measures to protect your data and prevent unauthorized access.

RECORDING FEATURES: 

  • Recording live video sessions: Capture and store important video interactions for later review, analysis, or training purposes.
  • Flexible recording options: Choose from various recording modes, including video and audio or audio-only, with mandatory or optional settings.
  • Cloud storage integration: Seamlessly store recordings in your preferred cloud storage service, such as Amazon S3 or Azure.
  • Recording playback: Easily access and playback recorded sessions from the cloud or on-premise.

PRODUCT CUSTOMIZATION FEATURES:

  • Customer-defined Virtual Backgrounds: Allow agents to use custom virtual backgrounds, enhancing professionalism and privacy.
  • Genesys Widgets extension: Integrate seamlessly with Genesys Widgets for a streamlined workflow.
  • Platform API: Leverage our comprehensive APIs to customize and extend VideoEngager’s functionality.
  • Branding: Customize various aspects of the user interface, including messages, URL domains, and the video call UI, to align with your brand.
  • Web-embeddable video widget: Easily embed video chat functionality directly into your website.
  • Administrative Fine-Grained Feature Selection: Choose the specific features and functionalities that best suit your needs.
  • User interface customization:  Tailor the user interface to match your preferences and workflow.

MOBILE FEATURES: 

  • Mobile SDK: Integrate VideoEngager directly into your native iOS and Android application with our comprehensive Mobile SDK.
  • Picture in Picture: Enable users to continue viewing video calls while using other apps on their mobile devices.

SUPPORT FEATURES: 

  • Online user guide: Access comprehensive documentation and tutorials to quickly learn how to use VideoEngager.
  • Ticketing portal: Submit support requests and track their progress efficiently through our ticketing portal.
  • Multi-Layered Support: Receive expert assistance from our dedicated support team, including Level 2 and Level 3 support for complex issues.
  • Customer Success Manager: Benefit from personalized guidance and support from a dedicated Customer Success Manager to ensure you get the most out of VideoEngager.