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Visual Engagement enables agents to interact with their customers contacts visually. Using Visual Engagement, agents can escalate interactions from phone calls, cases, or emails to video interactions. Using video interactions, agents can help customers contacts in a new way, either by sharing their own screen or viewing the customercontact's shared screen. Visual Engagement is fully integrated within Vonage Contact Center (VCC) and therefore provides a unified experience for the customerscontacts.
For an agent to use Visual Engagement, the feature must be enabled for your account and for that agent within your account. For information about turning on Visual Engagement for an agent, see Turning on video and screen share (Visual Engagement) for agents. When the agent initiates a video and screen-sharing session from ContactPad, a video meeting opens in Vonage Meetings. For information about Vonage Meetings, see Vonage Meetings. The agent must send an invitation or a link to that video meeting to their customercontact.
The agent and customer contact can use the video meeting to talk with or without video, and either party can click to share their entire screen, application window, or Chrome tab. If enabled, the meeting is recorded and is stored for a maximum of 30 days.
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