Why you should do video calls in Genesys

For 49% of consumers, first-contact resolution is the top priority when dealing with customer service.

Genesys is a leader in contact center solutions. Its platform is now a benchmark for delivering personalized customer experiences and seamless journeys across all channels: voice, email, chatbots, and social media.

But when it comes to complex issues — a broken device, an insurance claim, or a technical failure — traditional channels quickly hit their limits.

Agents struggle to diagnose problems remotely. Customers lose patience trying to explain. Technicians are dispatched without clear information. The result: frustrated customers, demotivated agents, longer resolution times, and higher costs.

That’s where remote visual support makes all the difference. In just a few clicks, agents can see the customer’s situation, guide them in real time, and resolve the issue faster. By integrating Apizee into Genesys, you deliver a smooth, efficient, and human experience that transforms customer relationships.

Video call isn’t just another channel for your Genesys contact center. It’s a true driver of customer experience transformation. By adding it to your strategy, you gain several key benefits:

Quickly solve complex problems

With Genesys chatbots and knowledge management tools, simple requests are quickly resolved. Customers gain autonomy and support teams can focus on higher-value cases.

But when it comes to complex situations, remote visual support is the best fit. It gives your agents a clearer view of the problem, allowing them to deliver an accurate diagnosis and a solution on the very first contact.

• Easier diagnostics for agents
• Up to 25% improvement in first-call resolution

Ensure a seamless omnichannel journey

Consumers expect omnichannel experiences: 97% want to switch channels without having to repeat their information. Yet most brands fall short—84% of CX leaders admit they don’t offer an integrated experience with connected data.

With Genesys, interactions flow naturally from one channel to another. By integrating Apizee, you can seamlessly escalate complex cases to a video call. For example, during a phone conversation, the agent can invite the customer to join a video session without ending the call. This continuity ensures every situation is handled smoothly and efficiently.

• Smooth, consistent customer experience
• Up to 50% faster resolution times

Enhance the Customer and Agent Experience

Apizee’s remote visual support solution integrates seamlessly with the Genesys Cloud CX platform. Agents can start a session directly from their contact center tool. An invitation link is sent by SMS or email using the customer’s profile information. For customers, access is simple: one click on the link instantly opens the video session. No app download or account creation is required—everything runs in the web browser.

Beyond ease of use, video chat brings a human touch to customer interactions. Moving from voice or text-only exchanges to visual interaction builds real empathy—especially valuable in moments of frustration or confusion. Customers feel heard, understood, and personally supported.

This simplicity and human connection directly translate into higher satisfaction. Companies using Apizee video call reach up to 97% customer satisfaction and see an average 48% increase in CSAT.

Optimize Your Contact Center Performance

Remote visual support helps you cut operational costs while boosting efficiency.

By allowing agents to see exactly what the customer sees, complex issues get resolved faster. Agents can guide customers remotely through most installation, configuration, or troubleshooting problems—eliminating many costly and time-consuming field visits.

If an issue can’t be solved remotely, agents provide an accurate pre-diagnosis and share visual details with the technician, who can then optimize their on-site intervention.

On the sales side, video call transforms the remote buying experience. Advisors can showcase products interactively, address objections in real time by demonstrating features, and reassure hesitant customers with personalized demos.

• 40% reduction in technician visits
• 30% increase in remote sales conversion rates

Remote visual support is especially effective in situations that require a visual diagnosis or personalized support. It can be applied in many ways and adapted to the specific needs of each sector. Here are a few examples:

• Insurance & Banking - Online subscription support, visual damage assessment, secure document collection, personalized advice
• Social Housing - Property inspections, technical pre-diagnostics, claims management
• Retail & E-commerce - Product demonstrations, personalized advice, post-purchase support for installation, after-sales service, claims management
• Healthcare - Secure consultations, patient support, monitoring of chronic conditions
• Public Services - Support with administrative procedures, identity verification, simplifying complex processes
• Telecom & Industry - Pre-diagnosis before dispatch, guiding field technicians, predictive maintenance, troubleshooting

The Apizee solution, integrated into the Genesys ecosystem, enhances the customer experience by offering advanced visual interaction tools. This integration enables Genesys agents to access collaborative features that improve every interaction and streamline real-time issue resolution.

Visual Assistance

Apizee’s remote visual support lets Genesys agents initiate real-time video calls with customers. From the Genesys interface, agents can launch a video session with a single click. The customer instantly receives a link via SMS or email and joins the session directly through their web browser. The experience is smooth and immediate. Agents see exactly what the customer is seeing, allowing them to solve complex issues faster, reduce handling time, and boost customer satisfaction.

Screen Sharing and Co-Browsing

Built-in screen sharing and co-browsing allow agents to navigate documents, apps, or websites alongside the customer. These collaborative tools help guide customers step by step, pinpoint pain points, and deliver tailored support.

Remote Snapshot

The remote snapshot feature helps document customer issues. Agents can take photos of a product or the customer’s environment. These images can be stored in Genesys for ticket tracking or further analysis. This is especially useful for tech support, product claims, or verification processes.

Screen Annotations

Screen annotations enhance communication by letting agents draw, highlight, or annotate on captured images. This helps explain complex procedures, identify problem areas, and give clear instructions. Annotations can be saved in Genesys for follow-up or shared with other teams within the company.

Integrating Apizee into Genesys gives your agents a simple and effective way to resolve even the most complex cases, while improving customer satisfaction and optimising operational costs. Activate the integration now!