Overview
Video Elevation is an integrated solution that gives 8x8 Engage/XF Workspace users the ability to solve issues first time, by sending out a link that allows a phone call to be elevated with additional video feed.
To be able to use the service on 8x8 Engage/XF Workspace, you don’t need to have SMS set up on your account. The SMS account is registered to 8x8. For the Contact Center Video Elevation solution, the SMS numbers would be registered with the customer account, not 8x8 - see Video Elevation for 8x8 Agent Workspace.
Applies To
- 8x8 Engage
- 8x8 XF Workspace
Procedure
Agent flow
- During the call, click ‘Video Invite’ to switch your call to a video meeting.
- In the Video Invitation dialog enter the customer’s number in the ‘To’ field. When the ‘Send’ button is selected, the customer will receive a link via SMS which they should click.
- Important! When entering the customer’s number make sure to add the country code as well.
- After the SMS is sent, the video pop-up will be displayed.
Customer Flow
-
The customer will receive the SMS on their phone with a clickable link.
-
-
After the customer clicks on that link, their browser will be brought in the foreground opening the Video Elevation Meeting.
-
An ‘Allow’ button will appear. The customer needs to select ‘Allow’ in order for the video to be shared.
-
-
Once the customer can share their video, they will be able to see what they are sharing with the 8x8 Engage/XF Workspace.
-
-
The 8x8 Engage/XF Workspace user can guide them where they need them to point the camera.
Features
Sharing Video
- The 8x8 Engage/XF Workspace user can see what their customers see.
Screenshot
-
The 8x8 Engage/XF Workspace user can use the screenshot button to capture the customer’s problem.
-
-
Important! The customer is not given a notification that the screenshot is taken. The permission should be given in the call by the customer.
-
Camera View Control
-
The 8x8 Engage/XF Workspace user can select to change the view of the camera, so they can view the customer's face for identification. When an 8x8 Engage/XF Workspace user requests this, the customer has to approve it for it to happen.
Location
-
The 8x8 Engage/XF Workspace user can request details about the customer’s location. When the 8x8 Engage/XF Workspace user requests the location, the customer is prompted with a dialog to give their approval.
-
Access video history from 8x8 Engage/XF Workspace
-
Customers can find past video interactions in the Meetings -> Past Meetings tab.
-
Access customer screenshots and location
-
Information taken while on a video call interaction can be found when clicking the video interaction from the Past Meetings tab.
-
FAQs
Is there anything that the customer needs in order to open the link?
-
The customer just needs to have a phone with internet access.
Are there any charges for the customer receiving the SMS?
-
There aren’t any charges, however, if the customer is not on WIFI, they could be charged for using their data.
Can I change the number which I send the SMS to?
-
Yes, you can, but be aware that if you are sending to a different country, there are sometimes different regulations for SMS, so we can not guarantee delivery.
Does Video Elevation have Analytics reporting?
-
No, Video Elevation does not have Analytics reporting at this moment.