Genesys Cloud CX

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  • 1.  WebRTC - Visitor calling from Website?

    Posted 05-17-2022 00:10
    Hi,
    We like to explore if customers can initiate contact with a Genesys Cloud customer service agent directly from the website and without the need to install an additional third-party application. i.e. website visitors / customers can perform direct voice calls and face-to-face video calls to Genesys Cloud natively today ?

    Hope to get some ideas. Many thanks.


    #Telephony

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    Yaw Han
    ITAPPS
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  • 2.  RE: WebRTC - Visitor calling from Website?

    Posted 05-17-2022 04:06
    Here's one option

    https://appfoundry.genesys.com/filter/genesyscloud/listing/33ab9c08-63d7-4e2a-9df6-2ea104e8d8d1

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    Vaun McCarthy
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  • 3.  RE: WebRTC - Visitor calling from Website?

    Posted 05-17-2022 05:00
    Thanks for the reply Vaun.

    Yah unfortunately not supported natively will need to explore the options from AppFoundry with partners like Audiocodes and Vonage which complicates the design plus  additional costing.

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    Yaw Han
    ITAPPS
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  • 4.  RE: WebRTC - Visitor calling from Website?

    Posted 05-18-2022 10:17
    Providing a few other ideas but nothing perfect. The Genesys Web Messaging team is targeting a feature to add a Video Conferencing app natively within Web Messaging. Work hasn't started yet so I haven't seen any timelines. Beyond that, video conferencing with customers requires an appfoundry partner or there is a Microsoft Teams blueprint and Genesys is thinking about creating a Zoom blueprint. If you need HIPAA compliance, recording/retention, then appfoundry options would probably be the better bet. For call options, there is an ability to add a web callback, give customers a button on the website to schedule a callback so that an agent calls them.

    Messenger App for Video Chat | Genesys Cloud Ideas Portal (aha.io)
    Schedule callbacks from a website - Genesys Cloud Resource Center (mypurecloud.com)

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    Casey Ramirez
    Humana Inc.
    Strategy Advancement Advisor
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