In today’s customer-centric business environment, the ability to emotionally connect with customers gives businesses a clear competitive advantage. Not only does a positive customer experience improve customer satisfaction and net promoter scores, it also fosters repeat customers, increases revenue and sales, and reduces customer churn.
The VidyoEngage for Genesys provides a personal touch to the contact center that elevates customer/agent interaction. With communications and understanding improved through the use of video, agents can resolve tickets quicker, increase net promoter score and effectively meet other KPIs. Sharing desktop applications from both sides of the conversation improves upsell opportunities, all while delivering an added level of collaboration to high value customer and agent interactions.
The VidyoEngage transitions a voice, chat, and webpage interaction into a true omnichannel experiences at no cost to the end customer. This experience is easily accessible form one of the following scenarios: webchat escalation of video, voice escalation to video, and click to video chat from webpage or mobile applications. Unlike other solutions, the VidyoEngage delivers a high quality end user experience, regardless of available bandwidth. Providing content sharing, and the options to begin a video chat directly on a webpage without downloads or plugins, including multiparty video conferencing.
The VidyoEngage for Genesys integrates Genesys contact centers and Vidyo Conferencing, enabling high definition, scalable video to enhance agent and customer interactions. The integration is seamless within the Genesys contact center, making video interactions frictionless within the flow of interactions between a customer and an agent.
Schedule a personal hands on demo and learn how to:
- Improve customer satisfaction, foster customer loyalty and increase customer advocacy — just some of the benefits reaped from integrating the VidyoEngage to a Genesys contact center.
- Build stronger customer relationships with a complete omnichannel experience delivered by VidyoEngage for Genesys — add video and create a personal touch that keeps customers engaged.
- Improve first-call resolution times with multiparty video chat that brings in experts to increase accuracy of calls and creates upsell/cross sell opportunities.
- Financial Services: High value clients or interactions done directly over video, improving net promoter scores
- Healthcare: Allow remote patients access to specialists or caregivers
- Field Services: “See what I see” using mobile device or smart glasses
- Insurance: See damage directly over video without sending adjuster
- Establish an emotional connection with your customers with face-to- face interactions
- Transfer to or conference in subject matter experts quickly
- Share a document or application to clear up issues
- Use already built skills based routing to connect with the best available agent
- Escalate from a web chat or voice call straight to Video with click of a button
- Click-to-video from webpage or mobile application