Add Apizee’s video call and screen sharing solution to your Genesys contact center to deliver real-time, personalized customer experience. Speed up resolution of complex issues, boost customer satisfaction, and make life easier for your agents.
CCAAS, AI, AUTOMATION
Genesys is a global leader in cloud contact center solutions. Its platform brings together data, channels, and teams to deliver seamless, engaging, and unified customer experiences. With powerful AI and automation capabilities, Genesys helps organizations optimize customer journeys while driving employee productivity and business growth.
Apizee integrates seamlessly with Genesys, enabling agents to instantly launch video calls, screen sharing, and co-browsing—all without leaving their contact center interface.
Video call is easily added to existing channels and can be triggered at the right moment to streamline customer interactions and enhance omnichannel journeys. Agents can offer personalized video support when needed, turning a standard voice call into a more human, engaging experience.
With Apizee integrated into your contact center solution, agents can seamlessly switch from a voice call to a live video call—directly from their Genesys interface. A video link is sent via SMS or email, and the customer joins instantly through their browser—no app download required. The transition is smooth, with no disruption to the agent’s workflow. Whether for remote selling, personalized onboarding, or handling complex claims, your teams gain flexibility while delivering a truly tailored customer experience.
Apizee’s integration adapts to your existing workflows and keeps everything in one place. All interactions, including video calls, are logged in the customer’s profile. Agents can easily pick up conversations right where they left off. This ensures full traceability for your teams and a seamless experience for your customers.
Video call lets agents see exactly what the customer sees—making it easier to diagnose issues that are hard to explain over the phone or in writing. This is especially effective for technical support, maintenance, or product inspections. With better context, you improve first-contact resolution, reduce unnecessary site visits, and streamline operations—saving time, money, and reducing your carbon footprint.
Integrated into Genesys, Apizee provides agents with powerful tools to support customers effectively: snapshot to capture precise elements, screen sharing to view the customer's environment in real time, co-browsing to navigate jointly on the same screen, visual pointer to highlight specific areas, screen annotation to draw and mark important elements and OCR scanning to automatically extract text. These tools make it easy for agents to walk customers through processes in a clear, interactive way.
Video adds a human touch and helps build stronger connections with customers. It creates trust and engagement by showing that your team is truly present and attentive. Customers feel heard and supported, leading to higher satisfaction and long-term loyalty.
Apizee’s integration with Genesys follows strict security standards. All video interactions are end-to-end encrypted, hosted in Europe, and fully GDPR-compliant. You can trust that customer data and conversations are safe—building confidence at every step.
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![[CX Industry Voices] Interview with Claire Boscq](/scripts/files/685be577407c05.79748508/claire-boscq.png)
[CX Industry Voices] Interview with Claire Boscq
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![[CX Industry Voices] Interview with Simon Macklin](/scripts/files/6853c1e544e284.60938932/simon-macklin.png)
[CX Industry Voices] Interview with Simon Macklin
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