CX Video enables businesses to integrate video interactions into customer service strategies so they can provide a more personalized and efficient customer experience. This omnichannel approach allows users to connect with a company through multiple channels.

CX Video offers a level of engagement that traditional communication methods simply cannot match. Customers can see and interact with a real person, creating a more human connection through the Genesys Cloud omnichannel desktop. Additionally, video interactions enable visual demonstrations, product displays, and troubleshooting assistance that can greatly improve the customer experience.

Video interactions can be triggered from different End-Points such as a Widget on the Web Page, a Wizard embedded in the Web Page, a Digital Bot, Self-service Kiosks or a mobile application.

Main CX Video Features:

• Background image management
• Chat between Agent and Customer
• Manage camera (Front - Rear)
• File exchange (JPG, PNG, PDF, DOC, XLS)
• Manage video recordings (AWS S3)
• Configurable toolbar (Mute, Screen capture, Camera, Chat bubble, Hangup)
• Widget

CX video has an administration portal with the ability to manage user roles that allow them to access functionalities such as:

1. User management
2. Report generation
3. Search for recordings
4. Usage Dashboard
5. Help documentation
6. Support Access
7. Posting ideas

Customization points: In cases where the client requires some customization, we can manage it with professional services for use cases such as: Customizing the Widget, Embedding a wizard on the website, managing flows for kiosks interactions, activating video call scheduling, etc.