Genesys DX (formerly Bold360)

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  • 1.  Agent Videoconferencing?

    Posted 01-23-2023 12:27
    Does Genesys offer any videoconferencing channeling for agent chats? For instance if a customer wants to escalate to an agent and then they can initiate the chat and the agent has the ability to turn on a video camera that the customer will be able to see?

    Thanks,
    Nicole

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    Nicole VanWie
    State of Arizona - City of Mesa
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  • 2.  RE: Agent Videoconferencing?

    Posted 01-24-2023 13:09
    Hi Nicole,

    Genesys DX does offer video chat, however it is a newer feature so I have added the flag for your account. You can find the option to enable within the Admin Center by going to your Chat Window settings, on the first page of window settings scroll the bottom to enable video chat. Video chat is always started by the agent, in the Agent console, with a camera icon right above the chat swimlane/column where, depending on whether you have these enabled for the agents, the icons for cobrowse and/or remote control are also located. You can see documentation here for the features agents and end users have during the video conference. If you have additional questions or would like a demo please reach out to your Customer Success Manager or our Support team.

    Best,
    Greg

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    Gregory LeMay
    Genesys - Employees
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  • 3.  RE: Agent Videoconferencing?

    Posted 01-24-2023 15:47
    You're the man, Greg! Thanks a bunch. I am excited to try this out.

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    Nicole VanWie
    State of Arizona - City of Mesa
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    Original Message


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