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Video Integration

Take the customer experience to a new dimension

Give customers a new and powerful channel. Let them video chat and share their desktop with your contact center.

Video conferencing is a powerful way to interact with your customers. It provides a richer context for discussion, including visibility to their desktop applications and surrounding environment. It improves efficiency and the customer experience.

Video fully integrated with the contact center

Altivon fully integrates video with your chosen contact center platform.  Key features include:

  • ACD routed video chat
  • Skills-based and advanced ACD routing
  • Warm and cold transfer
  • Multi-participant video chats
  • Desktop sharing capability
  • Web/mobile customer experience
  • Seamless integration with agent desktop

Video interaction routing

You can route video interactions through any ACD routing strategy to assign the interaction to the best agent. Metadata from the routed Generic Interaction is used to deliver the integrated video experience.

Quality assurance

The video/audio stream can be recorded as a playable movie file. It is also possible to record audio only. Recording metadata is available through Interaction Recorder.

The agent may also escalate a video conference by inviting multiple internal and/or external parties to join the conference.

Screen sharing

The agent can show any open program or document on their desktop to all participants. Similarly, the customer can show their screen to present any open program or document to all participants.

Mobile support

Integration options allow the customer-facing video stream to be integrated into an existing web portal or directly into a mobile application for both iOS and Android.