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Sending meeting invitations using SMS will soon be deprecated. Instead, agents will have to send meeting invitations using email or by copying the meeting link and sending them in an alternative way. |
Visual Engagement enables agents to interact with their customers contacts visually. Using Visual Engagement, agents can escalate interactions from phone calls, cases, or emails to video interactions. Using video interactions, agents can help customers contacts in a new way, either by sharing their own screen or viewing the customercontact's shared screen. Visual Engagement is fully integrated within Vonage Contact Center (VCC) and therefore provides a unified experience for the customerscontacts.
For an agent to use Visual Engagement, the feature must be enabled for your account and for that agent within your account. For information about turning on Visual Engagement for an agent, see Turning on video and screen share (Visual Engagement) for agents. When the agent initiates a video and screen-sharing session from ContactPad, a video meeting opens in Vonage Meetings. For information about Vonage Meetings, see Vonage Meetings. The agent must send their contact an invitation or a link to that video meeting to their customer.
The agent and customer contact can use the video meeting to talk with or without video, and either party can click to share their entire screen, application window, or Chrome tab. If enabled, the meeting is recorded and is stored for a maximum of 30 days.
For more information about using video and screen sharing, see Using video and sharing your screen.
Supervisors can see Visual Engagement interactions in Dashboards. For information about viewing visual engagement interaction in Dashboards, see Viewing video interactions in Dashboardsin Real-time Analytics. They can also view recordings of the meeting in Interaction Content. For information about viewing recordings in Interaction Content, see Viewing recordings of Visual Engagement meetings.
If enabled for your account, administrators can customize the Vonage Meetings user interface with your brand color and logo. For information about doing this, see Configuring branding for Visual Engagement.
Visual Engagement interactions will also appear in Insight Stats API and Salesforce Reporting.
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