No installations for the end-user.
End-user – agent conversation escalations from chat, email, voice, SMS, and social media to live, interactive video that works on all major desktop and mobile browsers.
Highly secured solution already utilized by many customers in Financial, Insurance, Healthcare, Tutoring, Telecom and Retail verticals.
Robust features including: Document Sharing Call Recording Screen share and Screen Capture with annotation functionality Scheduling based on agent availability Mobile SDK for integration in native mobile applications Request assistance of topic expert or supervisor (3-way calling).
Seamlessly integrate VideoEngager in Talkdesk technology to deliver an all-in-one digital customer engagement solution. Video and voice engagement – connect with end users utilizing crystal-clear voice and video quality and without any installation on the end-user side Ultimate Privacy – VideoEngager collects no end-user’s personal identifiable information. There is a secure direct connection directly between agent and end user. Record any video session – VideoEngager offers complete isolation of both media streams and storage. You can get your own recording, installed, and configured within your AWS Cloud/premises – no sensitive information will go outside your organization bound.
Audio calls are the most common initial interactions. Videoengager allows the agent to escalate audio calls to video by passing an SMS link to the end user which upon being clicked establishes a video connection to the agent. No download or installation is required for the end user.
The agent is able to capture the screen during a live video stream and save the image.
The agent can make annotations on top of a screen capture and save it or share it with the end user.
Allows the customer to brand the solution with the following options: video url domain, customer provided domain or subdomains; customer defined video call User interface; custom exit URLs - after call and on expired video urls; reporting video call attributes in Talkdesk interaction.
The agent can switch between different cameras on their workstation.
When the end user is engaged with the agent in webchat interaction, the agent can pass the end user a unique link that will allow them to escalate the interaction to video upon clicking a link. The webchat interaction will continue to stay active.
The agent or the end user are able to share their screen through the live video stream.
SmartVideo is built on WebRTC technology that requires no download or installation for the end-user.
GDPR and CCPA compliant; HIPAA compliant; Encryption; Administrative Fine grained access control; Security for the customer WAF, IP Whitelisting, mTLS.
Enable agents to blur their background during video calls for added privacy and professionalism. Empower customers to personalize their agents' video call experience with custom background images.