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Overview

The auvious platform has a plethora of features that can cover any of your needs.

The platform constists of two major parts.

  • The Agent UI. A fully featured suite with all the tools that an agent will need to help a customer.
  • The Auvious Widget. A highly customisable widget that you can add to your website.

Features​

Here is a list of all the available features of auvious.

Audio / Video call​

The basic tools to have an audio or video call with one or more customers and agents. The call supports up to 8 participants.

AΙ Tools​

Auvious AI enhances call center interactions with Image Analysis, Sentiment Analysis, Summaries, Transcript Extraction, and Custom Transcript Analysis for deep, AI-driven insights.

Recordings​

Record a call and export it later on to review it. View it either with our own player or download it.

Co-browse​

When paired with the auvious widget, an agent can view, fill in forms and annotate on the customer's page.

Reports​

Metrics for calls, ratings, duration etc. Create your own dashboard with charts, lists and total values.

Interaction data​

A centralised view for all the data collected during a call such as recordings, chat transcripts, shared files, co-browse session etc.

Surveys​

Custom surveys displayed to both customers and agents to gather additional insights as needed.

Audit logs​

Logs for user interactions with the application, actions and outcomes.

Screen sharing​

Share your entire screen or a specific window. This is available for both customers and agents. It is different from a co-browse sesion since it is view-only. The agent has no control over the shared screen.

Schedule a callback​

Schedule a callback with the customer and share the link via email or SMS. (Genesys only)

Schedule an appointment​

Create an appointment with a customer and share the link via mutliple channels.

Augmented Reality annotations​

This is a powerful tool for remote guidance. Both the agent and the customer can point at a video stream.

Background effects​

Image Backgrounds that an agent can use to hide a busy background. You can also upload your own backgrounds with your company logo. Background blur is also available.

Snapshots​

Take snapshots of whatever your customer is pointing, be it a passport, a broken cable or a utility bill. Tag the snapshots with categories for easier categorisation.

Portrait mode​

Change the orientation of your video from landscape to portrait and vice versa on demand.

File sharing​

Exchange files during a call. This feature is available for both customers and agents.

Send the customer a link to join the call with a plethora of ways. Use an email interaction, through sms, even send a QR.

Network indicator​

See how well your network performs during a call. Helps agents understand when to propose to switch to audio only preemptively.

Video quality​

Change the quality of your local videos that are broadcasted to other participants in the call.

Pop out video​

Detach a video from the browser and move it around. The agent can minimise the call and work with the customer on a document without loosing visual contact with the customer.

Customer's locale​

The agent can see what language the customer has set on his browser so that the agent can speak directly in that language.

Genesys Cloud Interaction Widget​

Specific for Genesys Cloud. The integration can be installed as an interaction widget, meaning it is available as a tab on the agent's interaction tabs.

Themes​

Customise the entire platform to match the client's Corporate Identity. Change logo, colors, even add your own video at the waiting screen of a scheduled call.

Have the customer accept to terms & conditions or disclaimers before joining a call.

Speech recognition​

See what each participant is saying live. Connect with various ASR providers.