VideoEngager for Talkdesk


Developed by VideoEngager

Updated 11/03/2023

Version 1.0.0

Enhance human connection into end-user's engagement via live video chat, directly from Talkdesk. Great benefits from faster resolution and better CX.

Live video interactions with a click of a button. No installations for the end-user. Integrated with Talkdesk. End-user - agent conversation escalations from chat, email, voice, SMS, and social media to live, interactive video that works on all major desktop and mobile browsers. Highly secured solution already utilized by many customers in Financial, Insurance, Healthcare, Tutoring, Telecom and Retail verticals. Robust features including: Document Sharing Call Recording Screen share and Screen Capture with annotation functionality Scheduling based on agent availability Mobile SDK for integration in native mobile applications Request assistance of topic expert or supervisor (3-way calling). Benefits: Seamlessly integrate VideoEngager in Talkdesk technology to deliver an all-in-one digital customer engagement solution. Video and voice engagement – connect with end users utilizing crystal-clear voice and video quality and without any installation on the end-user side Ultimate Privacy – VideoEngager collects no end-user's personal identifiable information. There is a secure direct connection directly between agent and end user. Record any video session – VideoEngager offers complete isolation of both media streams and storage. You can get your own recording, installed, and configured within your AWS Cloud/premises - no sensitive information will go outside your organization bound.

Key features

Audio Call to Video Escalation - V1.0

Audio calls are the most common initial interactions. Videoengager allows the agent to escalate audio calls to video by passing an SMS link to the end user which upon being clicked establishes a video connection to the agent. No download or installation is required for the end user.

Screen Share V1.0

The agent or the end user are able to share their screen through the live video stream.

Screen Capture V1.0

The agent is able to capture the screen during a live video stream and save the image.

Blur Agent Background V1.0

Allows the agent to blur their background for video calls.

Annotations V1.0

The agent can make annotations on top of a screen capture and save it or share it with the end user.

Custom Background Images V1.0

Allows the customer to utilize custom background images for their agents.

Unique Branding V1.0

Allows the customer to brand the solution with the following options: video url domain, customer provided domain or subdomains; customer defined video call User interface; custom exit URLs - after call and on expired video urls; reporting video call attributes in Talkdesk interaction.

No Installation required for End User V1.0

SmartVideo is built on WebRTC technology that requires no download or installation for the end-user.

Security and Compliance V1.0

GDPR and CCPA compliant; HIPAA compliant; Encryption; Administrative Fine grained access control; Security for the customer WAF, IP Whitelisting, mTLS.

Switch Camera V1.0

The agent can switch between different cameras on their workstation.

Webchat to Video Escalation - V1.0

Webchat to Video escalation - When the end user is engaged with the agent in webchat interaction, the agent can pass the end user a unique link that will allow them to escalate the interaction to video upon clicking a link. The webchat interaction will continue to stay active.

Additional information


Financial Services & Insurance, Travel & Hospitality, Healthcare & Life Services, Public Sector, Telecom, E-Commerce, Retail & Consumer Goods


Quality Management, Unified Recording, Video, Messaging, Live Dashboards, Crm Sales & Marketing, E Commerce, Helpdesk, Services, Security & Compliance, Plug & Play Communications , Pci Payment , Implementation & Cloud Migration , Proactive Outbound Engagement, Digital Engagement, Omnichannel Feedback, Agent Assistance, Agent Coaching & Performance, Benchmarking, Reporting, & Bi, Interaction Analytics & Sentiment

Customer Segments

Commercial, Enterprise, Strategic

Plans & Pricing

Free Trial


for 30 days

Free 30 day trial of VideoEngager

The free 30 day trial has the full functionality of VideoEngager except for video recording and the Mobile SDK functionality.