Note: This feature is currently only available on request for Beta users. If you would like to get access to this service, please fill in this form.

Engage with customers using Video Elevation

Video Elevation is an integrated solution that allows 8x8 Contact Center agents to establish a one-way video connection with customers in need of assistance. With this feature, as an agent, you can switch from a phone interaction to a one-way video interaction with a few clicks. This new feature ensures you can get a clear visual of the customer’s problem by extending a video call invitation to gather all the information necessary for a quick call resolution. The customer can simply click the link received from you via SMS to establish the video connection, without having to install any software.

Note: The live video feed shared by the customer can only be viewed by the agent and the customer. The customer cannot see the agent during the video interaction.

Let’s say Pat is a customer support specialist at AcmeJets, a window shutter manufacturer. Pat receives a call from Blake, a customer, claiming that the recently installed shutters cannot close. To get a clear understanding of the problem, Pat decides to elevate the conversation to video and sends out an meeting link to Blake’s mobile phone. Blake accepts the invitation and Pat can now see the window shutters installed. With the camera pointing at the shutters, Blake tries to close them. Pat notices that a safety pin is preventing the shutters from closing. After instructing Blake on the correct removal of the safety pin, the shutters work as intended. The interaction ends successfully without having to escalate to an expert or dispatch a technician to the customer’s location.

Access customer recordings, screenshots, and location details in your CRM

Your recordings, screenshots, and location details captured during Video Elevation interactions are accessible to you in the CRM.