Vidyo To Address The Video-Enabled Contact Center at Genesys G-Force

Sep 27, 2016

Platinum Sponsor to Address Embedded Real Time Video, Leveraging Industry-Leading Genesys Customer Experience Platform

HACKENSACK, N.J., Sep 27, 2016 – It’s not hard to understand how a face-to-face interaction in the contact center improves the overall customer experience. Vidyo, the leading provider of embedded interactive video communications, will unveil its VidyoWorksTM platform with VidyoEngageTM for Genesys at G-Force 2016, the industry’s marquee customer engagement event, now in its ninth year. The VidyoEngage solution provides customers with options to easily connect with customer service providers via Click-to-Vidyo, Webchat-to-Vidyo or Voice-to-Vidyo, delivering a true omnichannel experience right from the Genesys Customer Experience Platform.

“G-Force provides our joint customers with Genesys with an opportunity to collaborate and learn about the latest trends and technologies to provide the best possible customer experience,” said Eran Westman, CEO of Vidyo. “We repeatedly hear from our customers, in banking and financial services, healthcare and retail, that high quality interactive embedded video communication is now a critical part of the customer journey, increasing customer engagement, satisfaction and loyalty. VidyoEngage provides the Genesys Customer Experience Platform with a personal touch that will provide frictionless video interactions between a customer and an agent. Through video communications, agents can quickly resolve tickets, increase net promoter scores and effectively meet other key performance indicators.”

VidyoEngage seamlessly transitions a voice, chat, and webpage interaction into a true omnichannel experience at no cost to the end customer. Unlike other solutions, VidyoEngage delivers a high quality experience, regardless of available bandwidth. The solution also provides content sharing and the option to initiate a video chat directly on a webpage without downloads or plugins, including multiparty video conferencing.

“Vidyo is a key AppFoundry partner who is leveraging the Genesys Customer Experience Platform in creative ways to video-enable the customer experience and improve the customer journey,” said Merijn te Booij, Chief Marketing Officer of Genesys. “As more customer journeys start on mobile, the web and social media, we are delighted to work with Vidyo to ensure Genesys customers have access to the highest quality video experience for their overall omnichannel experience.”

Vidyo is a platinum sponsor at G-Force 2016 and the co-sponsor with Genesys of Giveback: A Journey of a Lifetime contest, an opportunity for G-Force attendees to make a difference in the world by fulfilling a personal mission to give back to the world and change people’s lives for the better. The winner’s journey will be shared via Vidyo – allowing people “to see what I see” from the winner’s perspective.

G-Force will take place on October 4-6 at Miami’s Fontainebleau Hotel. Vidyo’s CEO Eran Westman will present the Giveback Journey of a Lifetime award, on October 6th at 2:15pm. Vidyo will also address the rapidly evolving role and market demand for video customer engagement, in a session titled: “Putting a Face to Your Contact Center,” on October 6th from 11:10 – 11:55 a.m.

Join the conversation on social media at #GFORCE16.

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