LiveShare allows agents using Verint Channel Automation to quickly exchange any information during a normal phone call. Agents can cast any content to the mobile phone of the user and visually point, guide and explain. Agents can also look along (remote inspection using the camera of the client) or get input (client to take a photo, upload a document or type free text e.g. a hard to capture name or email address). 

This removes any confusion in seconds and provides more confidence to the agents as well as clients. The agent can also open specific websites so the user can continue its journey (during or after the call) to for example finish the order, read more or  download the app or instructions.

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, and input modules to get their feedback, email addresses, photo’s, documents or look along with live video. It is easy to add new content or copy and paste from other sources, such as Knowledge Management.

LiveShare for example assist in explaining bills, product selection, installation, step-by-step guides, sharing documents & links, configuring products, remote inspection and much more. The sky is the limit! Request a 5 minute demo via www.mobilewater.nl/liveshare-demo 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. Agents can also emphasis certain elements by using the pointer.