Vidyo Brings World-Class Video Communications to Genesys Omnichannel Customer Experience Platform
Vidyo Inc., a leader in high-quality visual communications and collaboration, announced that its patented video conferencing technology will be featured on the Genesys AppFoundry. The solution will be available in Genesys AppFoundry marketplace of customer experience applications, integrations and services.
The Vidyo Adapter for Genesys will deliver new solutions to enterprises and SMBs worldwide, allowing video-enabled Genesys contact center agents to seamlessly connect with customers to deliver a high-quality, visual customer service experience second only to in-person communication.
“Today, 75% of customer journeys start on mobile, web or social and this trend is only accelerating,” said Merijn te Booij, Executive Vice President of Product and Solution Strategy at Genesys. “Response to this digital imperative is increasingly important for companies competing on the battleground of customer experience. By building on the AppFoundry and the Genesys Customer Experience Platform, Vidyo leverages the widest breadth of omnichannel journey management capabilities to improve customer experiences for companies worldwide.”
“We have experienced demand across healthcare and financial services for video-enabled customer engagement solutions and are pleased to partner with Genesys,” said Eran Westman, CEO, Vidyo. “Customers have reported that our integrated contact center solution is delivering higher satisfaction and a better experience for both customers and agents. In fact, one customer reported a 200% increase in their Net Promoter Score, shorter calls over Vidyo, and a majority of users reporting a preference for Vidyo calls as their standard form of interaction.”
Genesys customers using the Vidyo Adapter will enable a contact center agent to seamlessly escalate an interaction with a customer (via mobile or web) to a high quality Vidyo-based conference directly from the Genesys Agent Desktop. The agent will see the Vidyo call displayed in the familiar Genesys application and will be able to easily manage the video interaction, while also maintaining Genesys routing and reporting on Vidyo-based interactions.
Leveraging the VidyoWorksTM platform, Genesys customers have the ability to fully embed the highest quality visual interactions into any omnichannel customer experience application, workflow or endpoint. Vidyo’s software-based technology is affordable to deploy and highly scalable and secure, equipped to meet the needs of Genesys customers in retail, telecommunications, government, healthcare, financial services and other industries.
The software-based VidyoWorks platform and APIs allow developers and solutions providers across a wide variety of markets and applications to address an increasing demand to integrate visual communication into productivity solutions enhancing the capacity for continuous workflow and business processes. The platform runs on commodity hardware and in virtual computing environments lowering cost constraints for scaling enterprise video and allows upgrades without shipping new hardware. Vidyo provides collaboration tailored to the specific needs of each company to deliver the highest quality, most scalable and affordable video deployment available in the market.
Mari Mineta Clapp
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