Using LiveShare embedded within Verint Channel Automation allows call-center agents to share any content with a customer – this content is used to visually support the conversation and guide the customer in their decision-making or understanding.
LiveShare can be easily integrated at various launch-points within Verint Channel Automation or Verint Knowledge Management Enterprise. It helps to reduce handling time for agents as they can share dedicated content in real time. With a single click, agents can start a LiveShare with the customer within the context of the engagement. When the customer joins the LiveShare, they instantly see whatever the agent shares with them.
The solution is very flexible because the agent can share any information. For example, websites, prebuilt presentations of products and processes, screenshots, custom offerings, custom input modules to get their feedback, email addresses, and even approvals or signatures. It is easy to add new content or copy and paste from other sources, such as Knowledge Management.
The sky is the limit – Request a quote to experience the power of LiveShare yourself.
The following screenshot shows an example of the sequence module in LiveShare, where the agent can guide the customer through ‘prebuilt’ presentations or copy and paste new content to show to the customer.