Enhance and elevate your customer interactions with several new features.
- Streamline Remote Support by Routing Visual Remote Assistant via Omni-Channel
Improve workload distribution efficiency by managing VRA sessions within the unified Omni-Channel workflow. By integrating VRA, Omni-Channel uses real-time presence and capacity tracking to support call center rep availability and route sessions only to those with the capacity to handle them. Call center reps can handle these live video interactions through their standard workflow, providing a better customer experience. - Support Secure Multi-App Sessions in Visual Remote Assistant
Promote a secure and focused support environment with specific app selection for multi-app VRA sessions. Call center reps can now initiate sessions that support multiple customer applications while customers select a single app for viewing. This targeted app selection ensures privacy by exposing only the relevant data, strengthening session security and providing more efficient troubleshooting for customers who manage multiple apps. Previously, call center reps could initiate sessions that support only one app. - Manage Session Participants for Improved Collaboration and Security in Visual Remote Assistant (VRA)
Get more efficient multi-participant VRA sessions with enhanced session management capabilities. Call center reps now have more granular control over session composition by approving new joiners and removing unnecessary participants. This approach provides more focused collaboration during video interactions while strengthening session security and privacy. - Deliver Uninterrupted Support by Seamlessly Switching Modes in a Visual Remote Assistant (VRA) Session
Improve troubleshooting flexibility and ensure a smoother support experience with Universal Mode Switching. Call center reps can now switch between live video and photo capture modes during a Mobile Screen Mirroring session type, without leaving the active VRA session. This capability eliminates the need to end sessions or send new invites to change support modes, so that call center reps can transition smoothly and maintain session continuity.