https://all.docs.genesys.com/index.php?action=history&feed=atom&title=CE06%2FCanonical 2026-04-10T05:01:00Z Revision history for this page on the wiki MediaWiki 1.31.1 https://all.docs.genesys.com/index.php?title=CE06/Canonical&diff=36695&oldid=prev 2020-03-26T15:34:42Z

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Bgrenon https://all.docs.genesys.com/index.php?title=CE06/Canonical&diff=36694&oldid=prev 2019-06-18T15:25:05Z

<p></p> <p><b>New page</b></p><div>{{SMART Meta<br /> |SolutionCategory=CE<br /> |Solution=Inbound<br /> |Title=Genesys Mobile Video<br /> |Subtitle=Extend mobile voice call into a video call<br /> }}<br /> {{SMART Canonical<br /> |BuyerPersonas=Head of Contact Center(s), Head of Customer Experience, Head of Customer Service<br /> |QualifyingQuestions=# Does your company have time-consuming calls for service or support issues, and if so, could these calls be shortened by video-enabling the call?<br /> # What are scenarios where video could reduce customer effort?<br /> # for some scenarios?<br /> |DataSheetImage=CE06 - genesys mobile video - header (2).png<br /> |PlatformChallenge=Customers sometimes have challenges communicating detailed problems when contacting organizations, especially when important visual information needs to be shown. This creates longer handle times, additional interactions and additional cost.<br /> |PlatformSolution=Customers can use video on their mobile device to allow organizations to see issues directly. This visual presentation enables organizations to resolve queries faster and more efficiently, helping provide a better customer experience and reduced costs.<br /> |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/f28bdad9-623f-4e64-88ad-a5b9a4db74c9/0<br /> }}<br /> {{SMART DataSheetFlow<br /> |Flow=Customer contacts a company from his mobile app<br /> }}<br /> {{SMART DataSheetFlow<br /> |Flow=Connect to agent<br /> }}<br /> {{SMART DataSheetFlow<br /> |Flow=Agent needs visual information and requests video<br /> }}<br /> {{SMART DataSheetFlow<br /> |Flow=Agent guides caller with help of visual feedback<br /> }}<br /> {{SMART DataSheetFlow<br /> |Flow=The customer issue is resolved<br /> }}<br /> {{SMART Benefits<br /> |CanonicalBenefitID=Improved First Contact Resolution<br /> |CanonicalBenefit=Visual collaboration reduces call times as problems are identified faster than having them explained.<br /> }}<br /> {{SMART Benefits<br /> |CanonicalBenefitID=Improved Customer Experience<br /> |CanonicalBenefit=Reducing effort for customers helps increase Net Promoter Scores.<br /> }}<br /> {{SMART Benefits<br /> |CanonicalBenefitID=Reduced Handle Time<br /> |CanonicalBenefit=Visual collaboration reduces call times as problems are identified faster than having them explained.<br /> }}<br /> .</div>

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