Implementing Live Product Demonstration Scheduling and Delivery via Video Contact Center

How-To-Articles
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Implementing Live Product Demonstration Scheduling and Delivery via Video Contact Center

What This Guide Covers

This guide details the architectural implementation of a high-fidelity live product demonstration system using Genesys Cloud CX Video Contact Center capabilities. You will build a flow that allows prospects to schedule a live video session, receive calendar integration, and connect to a specialized agent pool equipped with screen sharing and co-browsing tools. The end result is a seamless transition from self-service scheduling to a real-time, interactive video engagement that supports complex sales cycles and technical onboarding.

Prerequisites, Roles & Licensing

To implement this solution, the following infrastructure and permissions are required.

Licensing Tiers

  • Genesys Cloud CX 3 or CX 4: Video Contact Center features are gated behind the higher-tier licensing. CX 1 and CX 2 do not support the necessary video routing and recording capabilities.
  • WEM (Workforce Engagement Management) Add-on: Required for accurate scheduling of video-capable agents and adherence tracking.
  • Speech Analytics (Optional but Recommended): For post-call review of the audio track within the video session.

Granular Permissions

  • Telephony > Trunk > Edit: To configure the SIP trunks if using hybrid video backends (though native Genesys Video is preferred).
  • Video > Video > Edit: To manage video settings, recording policies, and agent profiles.
  • Routing > Queue > Edit: To create and configure the specific video queue.
  • Routing > Routing > Edit: To build the Architect flow for scheduling and routing.
  • Users > User > Edit: To assign video capabilities to agents.
  • Integrations > Integration > Edit: If connecting to external CRM or calendar systems via the Open CTI or REST API.

OAuth Scopes
If integrating the scheduling component via the Genesys Cloud REST API (e.g., for a custom web portal):

  • routing:queue:read
  • routing:queue:write
  • users:user:read
  • integrations:integration:read

External Dependencies

  • WebRTC Client: Agents must use the Genesys Cloud Desktop App or the Genesys WebRTC client for video. Mobile agents have limited video support depending on the device and OS.
  • Network Bandwidth: Agents require a minimum of 1.5 Mbps upload and download speeds per concurrent video session. Corporate firewalls must allow UDP ports 10000-10019 and TCP ports 443, 5060, 5061, and 5090.

The Implementation Deep-Dive

1. Configuring the Video Agent Profile and Queue

The foundation of any video contact center is the agent profile. Unlike voice, video requires explicit capability assignment and resource allocation.

Step 1.1: Define the Video Capability
Navigate to Admin > Users > User Profiles. Create a new profile named Video Sales Specialist.

  • Enable Video under the Capabilities section.
  • Set Video Quality to High (720p) for product demonstrations where detail matters. Do not use Standard (480p) for product demos as it degrades the visual fidelity required for technical explanations.
  • Enable Screen Sharing and Co-browsing. These are distinct capabilities. Screen sharing allows the agent to push their desktop; Co-browsing allows both parties to interact with a shared web page. For product demos, Screen Sharing is primary.

The Trap: Mixed Media Routing Misconfiguration
A common error is enabling Video and Voice on the same agent profile without configuring Fallback Rules. If you enable both, the system may route a video call to an agent who is currently on a voice call, causing a conflict.

  • The Fix: In the Agent Profile, under Presence, ensure that Video and Voice are treated as separate skills or utilize Queue-Level Fallback. Configure the Queue to only accept Video calls if the agent is available for Video. Do not rely on global availability. Use Skill-Based Routing to isolate Video agents from Voice agents.

Step 1.2: Create the Video Queue
Navigate to Admin > Routing > Queues. Create a new queue named Live Product Demo.

  • Channel: Select Video. This is critical. A Voice queue cannot handle Video media.
  • Wrap-up Time: Set to 30 seconds. Video calls require more post-call documentation and screen cleanup than voice.
  • Max Wait Time: Set to 120 seconds. Video patience is lower than voice. If a prospect waits longer than 2 minutes for a video connection, they will likely abandon.
  • Recording Policy: Select Record Audio and Video. This is essential for compliance and quality assurance. Ensure your storage retention policy is configured to handle video file sizes, which are significantly larger than audio-only recordings.

2. Building the Scheduling and Routing Flow

The core complexity lies in bridging the gap between “I want a demo” and “I am on a video call.” This requires a hybrid approach using Architect for routing and external APIs or Genesys Forms for scheduling.

Step 2.1: The Scheduling Interface (Genesys Forms)
For simplicity and security, use Genesys Forms to capture the scheduling request.

  1. Navigate to Admin > Forms. Create a new form named Product Demo Request.
  2. Add fields: Prospect Name, Email, Desired Date, Desired Time, Product Interest.
  3. Set the Submission Action to Create Task or Send Email. For this architecture, we will use Create Task to generate a work item in a Task Queue for internal sales teams to confirm, or directly integrate with a calendar API if using a custom connector.

The Trap: Timezone Ambiguity
Prospects often enter times in their local timezone, while the backend system operates in UTC. If you do not normalize this data, you will schedule demos at 3 AM for the agent.

  • The Fix: Use the Architect expression {{currentTime.timezone}} to capture the prospect’s timezone if available via IP geolocation, or explicitly ask for the timezone in the Form. Store all scheduled times in UTC in your database. When sending calendar invites, convert back to the recipient’s local time.

Step 2.2: The Live Connection Flow (Architect)
When the prospect clicks “Join Demo” at the scheduled time, they must enter the Genesys Cloud environment.

  1. Inbound Video Trigger: Create an Architect Flow named Video Demo Entry.
  2. Initial Block: Use a Video Inbound block. This triggers when a video call enters the system.
  3. Authentication/Validation:
    • Use a Get Data block to query your external scheduling database (via REST API) using the caller’s ID or a unique meeting code.
    • Verify if the current time matches the scheduled slot.
    • If the time does not match, route to a Queue for live assistance or play a Text Message (via Chat overlay) stating “Your demo is not scheduled for this time.”

The Trap: Video Media Negotation Failure
If the prospect’s browser does not support WebRTC or has camera permissions denied, the video call will fail silently or drop to audio.

  • The Fix: Before the video connection, use a Play Text block in a preceding Chat or Web Chat channel to verify device capabilities. Alternatively, configure the Video Queue to allow Audio Fallback. If video negotiation fails, the system should automatically downgrade to a Voice call to preserve the interaction. Configure this in the Queue Settings > Fallback Options.

Step 2.3: Routing to the Specialist
Once validated, use a Route to Queue block.

  • Target Queue: Live Product Demo.
  • Skill Requirement: Assign a skill Video_Demo_Specialist to the agent profile and require this skill in the Queue. This ensures only trained agents receive these high-value interactions.

Step 2.4: The Agent Experience
When the call connects, the agent receives the video stream.

  • Screen Sharing: The agent initiates screen sharing to demonstrate the product.
  • Co-browsing: If the demo involves a web application, the agent can initiate Co-browsing. This requires the prospect to consent and join the shared session.
  • Recording: The system records the entire video stream. Ensure agents are aware of the recording indicator to maintain transparency and compliance.

3. Integration with CRM and Calendar Systems

To close the loop, the video session data must flow back to the CRM.

Step 3.1: Real-Time Sync
Use the Genesys Cloud CRM Integration (e.g., Salesforce, Microsoft Dynamics).

  • Map the Video Call event to a Task or Event in the CRM.
  • Include the Recording URL in the CRM record. This allows managers to review the demo without accessing the Genesys Cloud platform directly.

Step 3.2: Post-Demo Analytics
Use Genesys Cloud Analytics to create a dashboard for Video Demo Performance.

  • Metrics to track: Average Handle Time (AHT) for video vs. voice, Video Quality Score (packet loss, jitter), and Conversion Rate (if linked to CRM opportunity stage).
  • Speech Analytics: Transcribe the audio track of the video call. Search for keywords like “pricing,” “contract,” or “competitor” to gauge sales effectiveness.

The Trap: Recording Storage Costs
Video recordings consume massive storage. A 30-minute video call can generate 500MB to 1GB of data. Without proper retention policies, your storage costs will escalate rapidly.

  • The Fix: Configure Retention Policies in Admin > Recordings. Set video recordings to expire after 90 days unless flagged for QA. Use Cloud Storage (AWS S3, Azure Blob) for long-term archival if required by compliance, but do not keep them in the Genesys Cloud native storage indefinitely.

Validation, Edge Cases & Troubleshooting

Edge Case 1: Network Congestion and Video Degradation

The Failure Condition: The video freezes, pixelates, or drops to audio-only during the demo. The prospect complains about poor quality.
The Root Cause: The agent’s or prospect’s network bandwidth is insufficient, or there is packet loss on the UDP ports. Genesys Cloud uses adaptive bitrate, but it has limits.
The Solution:

  1. Check the Video Quality Metrics in the Admin > Diagnostics section. Look for Jitter and Packet Loss.
  2. If jitter is high (>50ms), investigate the network path.
  3. In the Architect Flow, add a Play Text message at the start: “If you experience video issues, please click the ‘Switch to Audio’ button.” This gives the user control.
  4. Configure the Video Queue to allow Audio Fallback automatically if video quality drops below a threshold (configurable in Video Settings).

Edge Case 2: Agent Unavailability and Scheduling Conflicts

The Failure Condition: The prospect joins at the scheduled time, but the assigned agent is not available (on another call, offline, or logged out).
The Root Cause: The scheduling system did not check real-time agent availability, or the agent became unavailable after the schedule was confirmed.
The Solution:

  1. Use Workforce Management (WFM) to predict agent availability. Do not schedule demos during peak voice call times for video agents.
  2. In the Architect Flow, after validating the schedule, check the Agent Availability via a Get Data block querying the WFM API.
  3. If the assigned agent is unavailable, route the prospect to a Backup Video Agent in the same queue.
  4. If no video agents are available, offer a Reschedule option via the Genesys Form or a Voice Call fallback.

Edge Case 3: Browser Compatibility and Codec Issues

The Failure Condition: The prospect sees a black screen or cannot share their camera.
The Root Cause: The prospect is using an unsupported browser (e.g., older versions of Safari, or browsers with strict autoplay policies) or has blocked WebRTC permissions.
The Solution:

  1. Enforce Chrome or Firefox as the recommended browsers. Provide a link to a compatibility checker page before the demo.
  2. Use the Genesys Cloud WebRTC Client which handles most browser quirks.
  3. In the Architect Flow, if the video connection fails within 10 seconds, automatically route to a Voice Call and send a Chat Message with troubleshooting steps.

Official References