Turn “Call Me Later” into Booked Video Appointments
VideoEngager helps your teams convert intent into confirmed, high-value video conversations – using a service-oriented, capacity-aware model that plugs into your existing contact center.
For Sales
More Qualified Conversations
Turn web visitors, form-fills, and outbound campaigns into scheduled video consultations with the right expert.
For Service
Faster Resolution, Less Friction
Offer customers a convenient video slot instead of long email threads or asking them to “call the hotline again.”
For Ops & CX
Predictable Workload
Smooth peaks by pushing suitable interactions into booked capacity with full visibility in Genesys reporting.
Positioning
Think of VideoEngager as your “reservations desk” for high-value video conversations – independent from any one agent’s personal calendar, but fully aligned with your queues and routing strategy.
Define Service Pools
Group agents logically – for example:
- Retail Banking Advisors
- Mortgage Specialists
- Premium Tech Support
- VIP Retention Team
Set Capacity
How many concurrent video calls can this pool handle?
Capacity is decoupled from any one agent
Just-in-Time Assignment
At the scheduled time, the first available qualified agent is connected with the customer in a secure video room.
Result: If “John” is sick, the appointment doesn’t fail – another qualified pool member serves the customer. Your promise is tied to service capacity, not one individual.
How customers experience VideoEngager Scheduling
Entry Point
Customers see a “Book a Video Appointment” option in your website, app, chat, email, or agent-driven invitation.
Service & Time Selection
They select the service type (e.g. “Business Banking”) and choose from available time slots shown in their local timezone.
Confirmation & Reminders
A confirmation page and follow-up notifications (email/SMS, as configured by you) share the video link and appointment details.
What it looks like inside the contact center
Agent Experience
- Receives a native callback in Genesys Cloud at the scheduled time.
- On answer, SmartVideo opens automatically with the video session ready.
- Agents can also schedule follow-up video calls directly from SmartVideo:
- Route to me – prefer the same agent next time.
- Assign owner – hard ownership for continuity.
Supervisor & Ops
- Scheduled video calls appear as standard callbacks in queues and reports.
- Capacity, show-up rates, and outcomes can be tracked in your existing dashboards.
- Data can feed WFM and BI tools for forecasting and optimization.
Unified API – Fastest Time to Value
Your digital teams call a single VideoEngager API. We create and manage the associated Genesys callback in the background. Ideal when you want to launch quickly with minimal in-house development.
Separate APIs – Maximum Control
Your teams orchestrate VideoEngager and Genesys Cloud with separate API calls. Perfect when you want to inject custom logic (CRM checks, eligibility rules, campaigns) between booking and callback creation.
Recommended where you already have a strong internal integration platform.
04. Use cases
Where Scheduling Shines
Any high-value or complex interaction that benefits from preparation, screen-sharing, or a dedicated expert is a strong candidate for VideoEngager Scheduling.
Financial Services
Mortgage and loan consultations, wealth planning sessions, onboarding of new business clients.
Telecom & Utilities
Retention offers, VIP service queues, complex billing or service disputes requiring visual explanation.
Retail & B2B Commerce
Personal shopper experiences, product configuration and demos, strategic account check-ins.
Value summary
- Higher conversion on high-intent journeys (you secure time, not just interest).
- Better experience for customers who want a specific time and a video interaction.
- Operational resilience thanks to pool-based scheduling, not individual calendars.
- Low disruption for contact center teams – everything appears as regular callbacks.
05. Next steps
Rolling Out VideoEngager Scheduling
You can start small with one or two services and a limited pool of agents, then scale as you see impact on conversion, CSAT, and first-contact resolution.
Identify 1–3 pilot journeys (e.g. “Book Video Meeting with a Mortgage Advisor”).
Define service pools and basic capacity rules together with your CX / WFM teams.
Choose your integration path (Unified API vs. Separate APIs) with your tech leads.
Launch a time-boxed pilot with clear KPIs: show-up rate, conversion, CSAT, and handle time.
Need a tailored walkthrough?
Contact your VideoEngager representative or email sales@videoengager.com .
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