PSTN2Video Upgrade

❓What is it?
Enable call center agents to seamlessly switch a regular phone call into a rich, interactive video experience via the TrueEngage widget.

When a customer calls the call center directly (instead of using the website widget), agents can now use the Visitor Journey view in Genesys Cloud to send an SMS link that instantly connects the customer to the TrueEngage video session.

👉 TrueEngage PSTN2Video Upgrade
Seamless transition from traditional phone call to interactive online session
Agent-initiated SMS invitation directly from Genesys Visitor Journey view
Secure, one-time link to connect customer to the TrueEngage widget
Automatic pairing of the customer’s widget session with the ongoing call

As part of the TrueEngage platform, this capability enhances your customer experience with:

• effortless channel escalation from phone to digital

• real-time collaboration and visual assistance during calls

• full integration with Genesys for agent context and control

• secure and GDPR-compliant connection flow

🌟 Star Feature – Agent-Initiated Digital Escalation
Empower your agents to bring any phone caller into an interactive, visual experience — instantly, without needing the customer to start from the widget themselves.