Marketplace

What is it?

VideoEngager is a browser-based, zero-download live video engagement platform that integrates directly into Verint Channel Automation. It enables agents to conduct face-to-face video interactions with customers, enriched with AI-powered analytics including Emotion AI sentiment analysis, AI Vision for visual diagnostics, and Virtual Avatars for privacy.

How does it work?

VideoEngager uses WebRTC to deliver crystal-clear video and voice directly within the Verint Channel Automation agent desktop. Customers join via a browser link with no downloads required. Agents access omnichannel capabilities including screen sharing, file transfer, photo capture, annotations, and multi-party calling. Real-time AI features analyze customer sentiment and enable visual diagnostics during sessions.

What is required to work?

To implement this solution, the following are required:

• Environment: Verint Channel Automation (Cloud).
• Subscription: An active VideoEngager subscription with tenant configuration.
• Agent Browsers: Supported on Chrome, Firefox, and Edge.
• Customer Browsers: Supported on Chrome, Safari, Edge, Firefox, and Opera.
• Optional: VideoEngager Mobile SDK for native iOS and Android application integration.

Functionality Features:

• Omnichannel Capabilities: Support for live video, audio-only calls, and seamless mid-interaction switching.
• Rich Collaboration Tools: Accelerate issue resolution with real-time screen sharing, secure file transfers, photo capturing, co-browsing and on-screen annotations.
• Multi-Party Routing: Easily bring in subject matter experts or supervisors with built-in 3-way and multi-party calling (up to 3 devices).
• Enterprise-Grade Infrastructure: Built-in multi-tenancy, geolocation tracking, robust reporting, and comprehensive analytics.

Security & Compliance:

• Certified Security: Fully compliant with GDPR, CCPA, and HIPAA regulations; SOC 2 Type II & ISO 27001 certified.
• Encryption: End-to-end encryption for all interactions and data in transit.
• Administrative Control: Fine-grained role and access control with enterprise network safeguards including WAF, IP Whitelisting, and mTLS.

Use Case Scenarios:

VideoEngager empowers your workforce to achieve direct, face-to-face engagement through a frictionless, zero-install process. Proven to elevate CSAT and conversion rates, it is the solution of choice for Financial, Insurance, Healthcare, Telecom, Government, e-Commerce and Education:

• Banking & Financial Services: Enables secure remote identity verification (KYC) and document reviews. Advisors can conduct high-trust wealth management consultations, while in-store kiosks replicate the branch experience remotely.
• Healthcare: Facilitates secure telehealth sessions for patient triage, remote diagnoses, and post-visit care coordination, allowing medical professionals to assess non-verbal cues safely and efficiently.
• Insurance: Streamlines claims by allowing policyholders to use their smartphone cameras for real-time, remote damage assessments (property or auto), minimizing adjuster travel and reducing fraud.
• Retail & E-commerce: Bridges the gap between digital convenience and physical shopping through virtual showrooms, live product demonstrations, and guided co-browsing for high-value purchases.
• Telecommunications & Tech Support: Empowers remote experts to visually diagnose hardware setups via a customer’s camera accelerating resolution times and reducing expensive on-site technician dispatches ("truck rolls").
• Government & Public Sector: Supports digital public services, secure identity interviews for visas or licenses, and remote benefits counseling, significantly reducing the need for in-person office visits.

What are the benefits?

The solution is proven to elevate CSAT and conversion rates across Financial Services, Healthcare, Insurance, Retail, Telecom, and Government. It enables:

• Secure Remote Identity Verification (KYC): Streamline onboarding with visual document verification.
• Telehealth Sessions: Provide accessible care through secure, high-quality video consultations.
• Visual Damage Assessments: Accelerate insurance claims with real-time property or auto inspections.
• Virtual Product Demonstrations: Boost e-commerce conversions by replicating the in-store experience.
• Remote Technical Diagnostics: Resolve complex hardware issues via a customer’s camera, reducing expensive technician dispatches ("truck rolls") and in-person visits while building trust through human connection.