Today we're going to take a look at Auvious, an app that offers an interesting approach to interaction delivery, extensive video functionality and a really good , counter to the native solution, co-browse.
Available for installation from AppFoundry, Auvious Video offers a 1-month free trial period and a fairly simple pricing model. With M2M payments, we pay 50,20€ for each user using the solution in parallel. This means that if we have 2 agents who are not working at the same time, we will still only pay 50,20€.
The installation process is quite simple, after going through the native installer in AppFoundry we get a custom installer from Auvious that looks very good, however lacking any configuration features - we are limited to pressing Install and we already have an account and can manage our settings.
Auvious's main functionality is definitely Video calls, but they have managed to smuggle in some interesting features on occasion:
We start the interactions from a minimalist widget that we embed on our page. The whole thing consists of 2 small blocks of code to be added in the head and body tag. The documentation is quite extensive, including instructions on how to embed the code manually or with Google Tag Manager, but from my point of view it is a bit limp when it comes to explaining the parameters associated with Genesys. In the end, we end up with something like this:
<app-auvious-widget pc-environment="mypurecloud.de" //GC region as URL
pc-organization-id="xxxx" //GC organization id
pc-deployment-id="xxx" //chat deployment id
application-id="xxx" //id from auvious admin settings>
</app-auvious-widget>
.. and a widget appears on the page:
The widget is fully configurable, however, in the form of parameters passed along with the code, which may make it a bit difficult for less technical people to prepare it. Every interaction that is started goes to agent as a Genesys Cloud Chat interaction.
As I mentioned earlier from the agent's point of view the interaction comes in as a chat. We have the option to carry on a conversation 100% via chat or switch to audio/video. To do this, we need to open the Auvious application "next to" the interaction we are handling
After clicking the Video button, we have the option to choose the audio source and even custom backgrounds. The voice and video quality is really good and the whole thing works smoothly. At any time during the conversation, we can write something in the chat which will bring the client's chat up on top. Importantly, only the agent can start the video/audio, if he does not, the customer has only chat available.
The client can share his screen with us, which works really nice in itself, plus we have some interesting features here. The most interesting of these in my opinion are AR pointers, time indicators thanks to which we can mark something or indicate the order in which things should be done.
We can also draw arrows or mark other things on the client's screen. We have a similar function when asked to take control. When the client refreshes or goes to another page, the co-browse session is resumed (even when the page is closed and returned).
During the call, we have the option to schedule a call at a later time directly from the Auvious panel:
Scheduled call can fall in 2 ways (which we can configure in settings):
Auvious allows you to record Voice/Video interactions however you need to have your own Storage. Supported are:
Auvious is a really interesting solution, the most noteworthy in my opinion is the very well implemented Co-Browse and the interesting approach to Video delivery. A simple and clear price list will allow you to plan and estimate your expenses.
The biggest drawback here seems to me to be the high technical entry threshold. The solution is dedicated to engineers and people from the managerial or marketing level may find it quite difficult to work with the integration on their own.