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

------------------------------
Yaw Han
ITAPPS
------------------------------

Here's one option

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

------------------------------
Vaun McCarthy
------------------------------

Original Message:
Sent: 05-17-2022 00:10
From: Yaw Han Chin
Subject: WebRTC - Visitor calling from Website?

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

------------------------------
Yaw Han
ITAPPS
------------------------------

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.

------------------------------
Yaw Han
ITAPPS
------------------------------

Original Message:
Sent: 05-17-2022 04:05
From: Vaun McCarthy
Subject: WebRTC - Visitor calling from Website?

Here's one option

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

------------------------------
Vaun McCarthy

Original Message:
Sent: 05-17-2022 00:10
From: Yaw Han Chin
Subject: WebRTC - Visitor calling from Website?

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

------------------------------
Yaw Han
ITAPPS
------------------------------

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)

------------------------------
Casey Ramirez
Humana Inc.
Strategy Advancement Advisor
------------------------------

Original Message:
Sent: 05-17-2022 04:59
From: Yaw Han Chin
Subject: WebRTC - Visitor calling from Website?

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.

------------------------------
Yaw Han
ITAPPS

Original Message:
Sent: 05-17-2022 04:05
From: Vaun McCarthy
Subject: WebRTC - Visitor calling from Website?

Here's one option

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

------------------------------
Vaun McCarthy

Original Message:
Sent: 05-17-2022 00:10
From: Yaw Han Chin
Subject: WebRTC - Visitor calling from Website?

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

------------------------------
Yaw Han
ITAPPS
------------------------------

Hi Yaw-san,

were you able to ahcive it , even we have question from customer .

------------------------------
Anush Shetty
SBI Shinsei Bank, Limited
------------------------------

Original Message:
Sent: 05-17-2022 00:10
From: Yaw Chin
Subject: WebRTC - Visitor calling from Website?

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

------------------------------
Yaw Han
ITAPPS
------------------------------

Unfortunately still not able to achieve it natively. Genesys team points us to use Appfoundry partners solutions instead. We never really went thru with it as the additional cost and effort involve to have that with 3rd party.

------------------------------
Yaw
ITAPPS
------------------------------

Original Message:
Sent: 05-08-2024 22:59
From: Anush Shetty
Subject: WebRTC - Visitor calling from Website?

Hi Yaw-san,

were you able to ahcive it , even we have question from customer .

------------------------------
Anush Shetty
SBI Shinsei Bank, Limited

Original Message:
Sent: 05-17-2022 00:10
From: Yaw Chin
Subject: WebRTC - Visitor calling from Website?

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

------------------------------
Yaw Han
ITAPPS
------------------------------