VideoEngager enables engagement with customers via live video, directly from Verint Channel Automation. 

Engage your customers with crystal-clear video and voice quality and bring human connection back into digital service processes. Easily and seamlessly integrate VideoEngager in Verint Channel Automation technology to deliver an all-in-one digital customer engagement solution.

Functionality Features:

• File Transfer
• Record live video sessions.
• Live video
• Live audio
• Pause video
• Change camera
• Disable remote video
• Flashlight
• Capture save, and share photos
• Annotation on screenshots
• Screen-share
• Geolocation
• Multi tenancy
• Picture format (JPG, PNG, PDF)
• Assistant/Supervisor three way calls
• Multiparty calls for 3 Devices
• Agent Client (Chrome, Firefox)
• Visitor Web Client (Chrome, Safari, Edge, Firefox, Opera)
• Robust Reporting and Analytics

Support Features:

• Online user guide
• Ticketing portal
• Level 2 and Level 3 support
• Customer Success Manager

Security Features:

• GDPR and CCPA compliant
• HIPAA compliant
• Encryption
• Administrative Fine grained access control
• Security for the customer WAF, IP Whitelisting, mTLS

Recording Features:

• Cloud storage endpoint (Amazon S3, Azure)
• Recording Service endpoints - AWS, GCP, Azure, on-premise
• Recording retention policy and period - DELETE, ARCHIVE/RESTORE
• Recording modes - Video and Audio, Audio only with options - Mandatory/Optional
• Recording playback endpoints - cloud/on prem

Product Customization Features:

• Customer defined Virtual Backgrounds for the agents
• Platform API’s
• Branding - customer facing messages - privacy pop-ups, terms and conditions etc…
• Branding - video url domain, customer provided domain or subdomains
• Branding - Customer defined video call User interface
• Branding - custom exit URLs - after call and on expired video urls
• Branding
• Web Embeddable video widget
• Administrative fine grained feature selection
• User interface customization

Mobile Features

• Mobile SDK for integration in native iOS and Android applications
• Picture in Picture

Potential Use Scenarios

VideoEngager allows for the agent to achieve direct video engagement with the visitor in a seamless installation free process. This allows the agent to increase customer engagement and satisfaction. It is being used successfully in Financial, HealthCare, and Retail verticals for things like branchless banking, product demonstrations, technical support, identity verification and more! Below are some examples of use cases.

Sales Provide leads and customers with the best experience through live demos and presentations to close deals faster.

Centralized Account Management Enable desk account managers to become a trusted partner, resulting in more cross- and upsell opportunities.

Centralized Advisory Provide customers with a fast and personal way to deliver advice.

Customer support Eliminate miscommunication and help customers understand how to use your product or service through live video interactions.

Technical inspection Allow customers visualize situations and technical problems via video calls so remote experts can better diagnose and resolve problems. This will increase efficiency and customer satisfaction

Identity/Account Verification Allow customers an extra level of security by having video verification of customer identity with the ability to capture identity documents for analysis directly from the video stream.

Kiosks Connect customers in-store with remote agents via physical kiosks to provide a fast and personal service through video.