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Real omnichannel

Why should a customer have to start over when the channel is wrong? Posts on moving one interaction between chat, voice and video on Genesys Cloud.

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omnichannel

Chat-to-video upgrade on Genesys Cloud: one interaction, a new channel, no restart

Real omnichannel means changing channel inside one interaction instead of starting another. In TrueEngage an agent can take a web messaging conversation to voice or video with one click, and a phone c…

Sebastian Kajzer · 13 Oct 2026 · 3 min read

Real omnichannel

Posts

Chat-to-video upgrade on Genesys Cloud: one interaction, a new channel, no restart

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