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RichCall enriches Genesys Cloud with a powerful video channel featuring text chat, document sharing, screen sharing and co-browsing.
Use cases for RichCall video channel
Live video chat
- Hearing impaired customer support
- Co-browsing to guide your visitors online
- HD video calls for VIP clients to deliver a personal, in-office experience remotely
Visual support
- Remote video support
- Video support for field engineers
- Live video streaming for insurance to handle claims remotely
Video commerce
- Online sales through personalized 1-to-1 realtime product demos
Video kiosk
- Live video support for self-service kiosks
- Live video assistant kiosks for retail stores
Integration with Genesys Cloud platform
The deep integration with Genesys Cloud platform ensures the video chat complies with the omnichannel paradigm, focusing on providing a consistent and integrated experience across all customer channels:
Native integration with Genesys ACD
RichCall calls are routed to Genesys agents using native Genesys ACD and routing rules.
Blended agents
An agent busy with the phone call will not receive a video call and vice versa.
Native Genesys call recording
The audio part of RichCall interaction is recorded using native Genesys recorder.
Native Genesys reporting
All RichCall interactions instantly appear in Genesys built-in reports.
Available in the cloud, RichCall can also be deployed on-premise to meet your compliance requirements and specific needs.
Feature set
Client experience
- no downloads
- ability to video call from a website, mobile app or video kiosk
- UI branding
- configurable pre-call questions to collect contact info
- post call survey (CSAT, NPS)
Agent experience
- using the same endpoint for phone calls and video chat
- webapp integrated with Genesys Cloud agent desktop
- contextual metadata (the website page, client ID, client location etc)
Security
- interaction recording
- collaboration feature-set is configurable for different agent groups
- role-based access management (admin/supervisor/agent)
Collaboration features
- text chat
- document sharing
- co-browsing
- screen & app sharing
- annotation on photos and screenshots
Integration with Genesys Cloud
- queues
- call routing
- interaction recording
- reporting
Licensing
- channel-based licensing model
- unlimited agent accounts
- unlimited widgets to embed into multiple websites
- unlimited number of sessions
Ready to try?
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license to explore our solution. After you submit the
form, our manager will contact you to schedule a
detailed demonstration and provide guidance on
integrating the product with your infrastructure.
Supported integrations
