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Integration

Video RTC for Genesys

The integration of Video RTC with Genesys transforms your Genesys contact center into an advanced omnichannel hub, offering strategic benefits that drive business performance.

  • Transactional Video Calls

    Video RTC with Genesys revolutionizes contact centers through SPLIT, enabling transactional video calls across the entire Genesys ecosystem

  • Seamless Omnichannel Experience

    We facilitate perfect transitions between text and video while maintaining the complete context of each conversation.

  • ROI Maximization

    Transfers between agents, real-time supervision, and visual tools optimize critical KPIs and elevate customer satisfaction.

About Genesys

Genesys is the global leader in Contact Center as a Service (CCaaS) solutions, with a cloud platform that integrates channels such as voice, email, chat, and social networks in a unified environment. Recognized by Gartner as a leader in the Magic Quadrant for CCaaS in 2025 for the eleventh consecutive year, Genesys offers advanced tools for agents and supervisors, including workforce management, quality control, and predictive analytics. Its focus on artificial intelligence and automation allows thousands of companies to optimize the customer experience (CX), reducing handling times and improving first contact resolution. Genesys Cloud, its flagship product, provides telephony services, self-service applications, and workplace collaboration, facilitating scalable and secure operations in high-performance enterprise environments.

Genesys Website

Compatible Solutions

- Genesys Cloud CX - Genesys Cloud EX - Genesys PureConnect - Genesys PureEngage

How Does Video RTC Integrate with Genesys?

Video RTC integrates with Genesys in an advanced way through the SPLIT hybrid protocol, which combines SIP for transactional control and WebRTC for universal access without plugins. This integration enriches Genesys' CCaaS infrastructure, compatible with Genesys Cloud CX, Genesys Connect, and earlier versions of Genesys Engage, without requiring costly replacements. Video calls are distributed through Genesys ACD, using the same business rules as for voice calls. Agents can make smooth transfers between video and voice, monitor interactions in real-time, and control standard functions such as pickup, hangup, on-hold, and transfers from the Genesys DialPad. Implementation is done through cloud connectivity, ensuring rapid adoption without disruptions to your existing ecosystem.

AppFoundry - Video RTC

Video Calling Modes

* SPLIT Forward * SPLIT Reverse * SPLIT Scheduled * SPLIT Messaging & WhatsApp * SPLIT Remote Viewer * SPLIT Deaf Interpreter * SPLIT AI CoPilot

Benefits of Integrating Video RTC with Genesys

  • Increases Conversion and Resolution

    Facilitates scaling from text to video interactions in real-time, increasing conversion rates by 2-4 times and improving First Contact Resolution (FCR) by 15-20%.

  • Optimized Operational Efficiency

    Reduces Average Handling Time (AHT) through visual diagnostics and collaboration tools, minimizing on-site visits by up to 40% and optimizing resources.

  • Improves Customer Experience (CX)

    Provides personalized and human interactions, elevating Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS), and positioning your brand as innovative in customer service.

  • Accelerates Return on Investment (ROI)

    Transforms your contact center into a transactional video call center for assisted sales and proactive support, with an implementation that safeguards your previous investments in Genesys.

Key and Differentiating Features

  • Integration (SPLIT)

    Advanced SIP+WebRTC routing integrated with Genesys ACD that enables complex contact scenarios superior to pure WebRTC solutions. This hybrid architecture maximizes compatibility with existing infrastructure while enabling new multimedia functionalities.

  • Interoperability (SIP)

    Video transfers to external extensions or services with automatic transcoding in multiple SIP transfer modes. Directly uses the standard Genesys Dialpad, ensuring maximum operational continuity and flexibility for processes.

  • Video Call Transfers

    Advanced capability to redirect video calls to specific queues or individual agents while maintaining the complete context of the interaction. Includes consultative transfer with metadata and conversation sequence, avoiding repetitions and improving user experience.

  • Advanced Supervision

    Call Whispering system that allows real-time guidance from supervisors during video calls without being detected by the customer. Includes silent monitoring, discreet intervention, and live quality analysis to optimize agent performance.

  • Escalation from Messaging

    SPLIT mechanism that allows smooth transitions from messaging conversations: Chat, Social Networks, SMS, or WhatsApp to voice or video communications. Maintains conversational coherence and complete history during channel elevation.

  • Web Collaboration

    Complete suite of interactive tools including Live Chat, File Sharing, Screen Sharing, and CoBrowsing for more efficient resolutions. Facilitates real-time demonstrations, guided assistance, and document collaboration during video calls.

  • Picture-in-Picture (PiP)

    Multitasking interface for agents during video calls that significantly increases productivity and operational efficiency. Allows consulting CRM systems, knowledge bases, and internal tools without interrupting visual contact with the customer.

  • Virtual Backgrounds (Back+)

    Advanced background customization system with corporate image and blur mode to maintain professionalism. Includes predefined templates, automatic adaptation to lighting conditions, and centralized configuration options for brand consistency.

  • Widgets Customization

    Fully responsive web widgets with custom branding options that work without apps or additional downloads. Includes Kiosk mode for public terminals and adaptation options for different business verticals with advanced CSS customization.

  • Video Recording

    Complete Video REC system with metadata management, intelligent processing, and secure scalable storage. Incorporates advanced search capabilities, automatic tagging, and configurable retention according to corporate policies, with integration options for existing quality systems.

Security and Privacy

Video RTC for Genesys offers a multi-layer security system designed for highly regulated environments such as banking, insurance, and healthcare, implementing end-to-end AES-256 encryption with a private architecture of dedicated nodes per client. It operates on an AWS environment with ISO 27001/27017/27018 certifications, guaranteeing data sovereignty through regional storage in customized S3 buckets and 99.99% availability thanks to its multi-region architecture. It complies with GDPR, HIPAA, PCI DSS, SOC2, and CCPA regulations, providing detailed logs for audits and access management via SSO/SAML, while Video REC offers multi-level storage (S3 Standard, Intelligent-Tiering, and Glacier) with secure processing via SFTP/API and asymmetric key encryption that guarantees confidentiality in large-scale operations.

AWS Technology Partner

Interactive Powers is a certified Amazon Web Services (AWS) partner. Our strategic collaboration with AWS allows us to offer our customers significant competitive advantages: reduction in operational costs, dynamic scalability according to demand, and accelerated deployment of infrastructure as a service (IaaS) with maximum security and performance.

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