Bring visual support into Genesys
Give contact center agents a way to start SightCall visual support sessions from Genesys. Invite customers by SMS, email, or link and use an embedded SightCall console or a separate agent console, depending on your configuration.
Capabilities
1. Start visual support from Genesys
Agents can activate SightCall from the Genesys side panel while handling a customer interaction and create a visual support session.
2. Invite customers by SMS, email, or URL
Send the customer a session invitation by text or email, or paste a generated link into the Genesys chat.
3. Choose how agents work
Use SightCall through an embedded console or open the standalone SightCall agent console. The experience depends on the SightCall use-case configuration.
4. Manage access through Genesys configuration
Administrators configure the widget using Genesys groups, queues, roles, and permissions. The integration also automatically provisions SightCall users.
How it Works: From customer conversation to visual assistance
1. Agent receives a customer interaction in Genesys, such as a live chat.
2. Agent opens the SightCall widget from the side panel.
3. Agent creates an invitation by SMS, email, or URL and shares it with the customer.
4. Customer joins the SightCall session; the agent uses the embedded or standalone console.
Key Benefits
Add visual context to customer conversations
Move beyond a text or voice description by inviting the customer into a live visual support session when the issue is difficult to explain.
Keep the starting point in the agent workspace
Agents can initiate SightCall from Genesys rather than beginning the support process in an unrelated application.
Offer a configurable agent experience
Choose an embedded or standalone SightCall console and control access through configured Genesys roles and groups.