Genesys and SightCall

SightCall for Genesys

Genesys is the leading contact center and customer experience solution provider. Genesys’ products track and manage agent-customers interactions throughout their engagement, ensuring users receive a responsive, seamless experience that resolves issues quickly. The SightCall and Genesys integration enables the inclusion of live video with Augmented Reality support to any audio or chat session. In addition, simple invitation options are integrated directly into the Genesys contact record for rapid adoption and initiation. Agents stay on the chat record while escalating to real-time video, adding new visual insight alongside existing content to achieve rapid issue resolution on the spot. 

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SIGHTCALL FEATURES

See just a few of the tools available to your agents and technicians within Genesys

Annotations

Agents & customers can interact using the pointer to identify items of interest, circle buttons and/or free form draw.

URL Push

Agents can direct customers to useful information and walk them through it via a pushed URL which opens locally on their device.

Screen Sharing

Agents can share a screen or application directly to the Guest’s mobile device

Geo Location

Using the customer’s device, agents can accurately locate the user, helping to speed up field dispatches and combat fraud

Optical Character Recognition

Ability for the agent to capture text, barcodes or QR Codes and record the data accurately within the case log

HD Photos

Take HD photos of a customer's issue and save them directly to the case file within the Genesys console

Record Video

Record visual assistance sessions and save documentation directly to the case file for training, audits and reference

Signature

Collect signatures on documentation and photos to move more efficiently through the claims process.