March 17, 2025 
83% of customers expect to interact with someone immediately when they contact a company—yet too often, digital interactions lack the human connection they need.
Imagine a frustrated customer calling their bank after their credit card is declined while traveling. They navigate a long phone menu, get transferred multiple times, and end up repeating their issue to multiple agents—only to receive a vague answer and no resolution. Their frustration grows, and trust in the brand diminishes.
Now, picture an alternative: The customer initiates a support request, and within seconds, an agent accepts a video call directly from the CRM. Face-to-face, the agent can see their concern, instantly access account details via Smart Connector, and confidently explain that the card was blocked due to a security flag. With one click, they unblock it, reassuring the customer in real time.
This is the power of video in customer experience (CX).
Softphone and Auvious are proud to introduce a game-changing collaboration that brings seamless video calling to any CRM integrated with Genesys Cloud™ through Smart Connectors. This integration goes beyond automation—it humanizes digital interactions, making them faster, more intuitive, and more empathetic.
By embedding Auvious video calling capabilities directly into the Smart UI, this solution enables:
Empathy is no longer just a buzzword—it’s a business imperative. And with Smart Connectors, delivering it has never been easier.
Why Video Calls Are the Next Big Shift in CX
The way customers interact with brands is changing. While voice, chat, and email remain essential in contact centers, video communication is emerging as a critical channel for personalized and high-value interactions.
According to Gartner, by 2026, 60% of customer service interactions will involve digital channels beyond phone and email, with video calls playing a growing role in complex and high-empathy interactions.
Forrester research shows that 63% of customers are more likely to return to a brand that offers video support, emphasizing its role in building trust and enhancing resolution rates.
With this partnership, Softphone Smart Connectors now seamlessly integrate Auvious video calls inside any CRM, giving agents the ability to switch between voice, chat, and video—all within the same interface.
How Auvious & Smart Connectors Work Together
The Smart UI has been enhanced to fully accommodate Auvious video call functionalities, ensuring a seamless experience for both agents and customers.
- One-Click Video Calls: Agents can start or receive video calls directly inside their CRM—no external apps needed.
- Omnichannel Fluidity: Move effortlessly between chat, voice, and video, ensuring a unified, context-aware interaction.
- Real-Time Customer Engagement: Agents can read body language, build empathy, and resolve issues faster with visual support.
- Seamless Genesys Cloud™ Integration: Works across all Genesys Cloud™ environments, bringing video capabilities to any CRM.
This integration eliminates complex workflows and reduces agent effort, allowing them to focus on delivering superior CX with ease.
Boosting Empathy and First Contact Resolution (FCR)
Empathy is at the heart of customer service. But in digital interactions, text-based channels often lack emotional depth. Video fills this gap by enabling:
- Stronger Emotional Connection: Seeing the customer’s expressions fosters trust and humanizes the interaction.
- Visual Problem Solving: Customers can show instead of describe issues, leading to faster diagnosis and resolution.
- Higher First Contact Resolution (FCR): Studies show that video support reduces resolution times by up to 50% compared to text-based support.
By integrating Auvious video calls into Smart Connectors, we are empowering agents to connect more deeply, understand customer needs better, and resolve issues faster—leading to higher satisfaction and loyalty.
Why Auvious?
Auvious is a cutting-edge video engagement platform designed for seamless, secure, and high-quality video communications in customer service and enterprise environments.
Their mission? To make video interactions effortless, secure, and fully integrated into business workflows—helping organizations deliver superior support while maintaining efficiency.
What Auvious brings:
- Secure, high-quality video for contact centers.
- Browser-based, no app downloads needed.
- Scalable & customizable for enterprise needs.
- Seamless integration with CCaaS & CRM platforms.
This makes Auvious the perfect partner for Softphone, aligning with our vision to unify customer interactions across all digital and voice channels.
The Future of CX is Omnichannel & Video-Enabled
The demand for personalized, omnichannel experiences continues to grow. With Auvious video calling now integrated into Smart Connectors, businesses can:
- Boost FCR and reduce resolution times.
- Increase customer trust and satisfaction.
- Give agents a single, unified interface for all interactions.
- Stay ahead of the competition with video-powered CX.
This collaboration removes barriers between voice, chat, and video, bringing a truly omnichannel approach to Genesys Cloud™ customers.
Ready to Elevate Your CX with Video Calls?
If you’re looking to increase empathy, improve FCR, and enhance agent efficiency, now is the time to integrate video calling into your CRM with Smart Connectors & Auvious.
Get in touch today to see how this powerful video integration can transform your customer interactions. Book a demo now!
