Integrations · Genesys Cloud · Video calls
Genesys video calls, built into Genesys Cloud
Auvious adds browser-based video calls to Genesys Cloud for customer service. Agents escalate from chat, messaging or voice, customers join from a link in their own browser, and everything stays in the conversation.
What are Genesys video calls?
Genesys Cloud has a built-in video chat for people inside your organisation, with up to 12 participants. For customer service, Genesys describes a video contact centre where a customer moves from a digital channel to a live video session without losing context.
Auvious Video is how many teams get that on Genesys Cloud. It is listed on the Genesys AppFoundry, and Auvious has worked with Genesys Cloud for more than five years (read the story).
How video customer service works in Genesys Cloud
Escalate from chat or web messaging. The agent starts a video call in the same conversation.
Start from a voice call. The agent shares a link by SMS or email. By default Auvious creates an SMS or email interaction in Genesys Cloud to send it, and you can swap in your own gateway with an Architect workflow.
Customers join in their browser. HD video and audio over WebRTC, with nothing to download or install.
Routing stays yours. Interactions arrive as Genesys Cloud conversations, so your queues and Architect flows decide who answers. Auvious can show the estimated wait time from the Genesys queue.
Schedule video calls. Appointments or callbacks are managed in Auvious. When the customer opens the link, a Genesys interaction is created and routed to the agent who booked it or to a queue.
Roles follow Genesys permissions. Agents, supervisors and admins are mapped from Genesys.
What agents can do on a video call
See and point. An augmented reality pointer lets the agent point and draw on the customer’s camera or screen, and the customer can draw back.
Share the screen and co-browse in the same session. See Genesys co-browse.
Record, play back and summarise. Recording and playback, plus a video transcript and a summary for the interaction.
Include everyone. Closed captions, translation and multi-participant calls, so a specialist can join.
Look professional. AI background removal and white-label branding.
Screen sharing and co-browse during the call
Video is rarely the whole job. Agents can move from video to screen share or co-browse without leaving the call, for example to walk a customer through a form on a website, or to look at the app the customer is using. Genesys co-browse explains when to use which.
Video customer service in your mobile app
The Auvious SDKs for Android and iOS bring video into your own app. The Android SDK, for example, supports multi-party video, audio-only or video-only joining, picture-in-picture, an AR pointer and automatic recovery after a network drop. Auvious 2.28 adds mobile SDK co-browse, so an agent can co-browse a customer’s masked app screen from inside the call (Auvious 2.28 release notes). See the Android SDK and iOS SDK docs.
Trust on live video: deepfake detection
Synthetic voice and video are a growing risk on live calls. Auvious 2.28 lets agents check whether a customer’s media is authentic with Reality Defender, flagging synthetic voice and video on live calls.
Set up Genesys video calls in five steps
1. Install Auvious from AppFoundry. Agents sign in with Genesys OAuth.
2. Connect your Genesys deployment. For web chat, create a Third Party widget. For web messaging, create a messenger configuration, an inbound message flow and a deployment. Copy the deployment key, queue name, organisation ID and Auvious application ID into the widget.
3. Add the widget to your website, served over https.
4. Turn on scheduling if you want it. Create an OAuth client with the `conversation:callback:create` and `routing:queue:view` permissions and add it in Auvious settings.
5. Test a call. Start a chat, escalate to video and check routing.
The full guides are in the Auvious docs. You can also read Genesys video integration setup and Genesys Cloud video: adding face-to-face to your agents.
Where teams use Genesys video calls
Banking and insurance
Give clients a face-to-face conversation for advice, onboarding or a claim, with co-browse for forms and deepfake detection on the call. See video banking.
Telecoms
See the router, the box or the app the customer is struggling with, and point to the fix with the AR pointer.
Travel
Handle complex bookings and changes face to face, and share the itinerary on screen.
Genesys video alternatives
Several apps add customer video to Genesys Cloud. Here is how they are described publicly, as checked on 12 November 2026.
Genesys Cloud video chat
Built-in video for people in your organisation
Up to 12 participants, per the Genesys Resource Center
Pexip Video Connect
AppFoundry premium app
Video launched from chat or audio in one click, from any browser, per Pexip
Blitzz
App-free live video with AR
Customer clicks a link and the agent sees through the phone camera, per Blitzz
SightCall
AR-powered visual assistance
Live video and annotation inside Genesys Cloud, per the Genesys Community
Auvious
AppFoundry app, website widget and native SDKs
Video, co-browse and screen share in one product, plus Reality Defender deepfake detection
Comparing Auvious with VideoEngager? Read Auvious vs VideoEngager.
Pricing
$45 per user per month on Genesys Cloud, everything included, no add-ons. That covers video, co-browse, screen share and the rest in one per-user price. Get a quote and we will price it for your agents.
Genesys co-browse, too
Video pairs well with co-browse. See Genesys co-browse for Genesys Cloud, or go back to Auvious for Genesys Cloud.
Sources: Auvious docs (docs.auvious.com), the Auvious 2.28 release notes, the Android SDK docs, the Genesys Resource Center and Genesys website, Pexip, Blitzz and Genesys Community posts. The Genesys Cloud price is provided by Auvious. Checked 12 November 2026.
Frequently asked questions
What are Genesys video calls?
Genesys Cloud has a built-in video chat for people in your organisation. For customer service, an AppFoundry app such as Auvious Video lets agents escalate a conversation to a live video call that customers join from their browser.
How do I add video to Genesys Cloud customer service?
Install Auvious from AppFoundry, connect your Genesys deployment and queue, and add the widget to your website. Agents then escalate from chat, messaging or voice to video in the same conversation.
Do customers need to download anything?
No. Customers join from a link or a website widget in their browser, using WebRTC video and audio.
Can agents start a video call from voice or chat?
Yes. From a chat or web messaging conversation the agent starts the call in the same conversation. From voice, the agent shares a link by SMS or email.
Can I schedule video calls?
Yes. Appointments or callbacks are managed in Auvious, and when the customer opens the link a Genesys interaction is created and routed to the agent who booked it or to a queue.
Can agents share screens or co-browse during a video call?
Yes. Agents can move between video, screen share and co-browse in one session.
Does Auvious detect deepfakes on video calls?
Auvious 2.28 lets agents check whether a customer’s media is authentic, using Reality Defender to flag synthetic voice and video on live calls.
Is there a mobile SDK?
Yes. Auvious has Android and iOS SDKs for video inside your own app, and Auvious 2.28 adds mobile SDK co-browse.
How much does it cost?
$45 per user per month on Genesys Cloud, everything included, no add-ons. Get a quote and we will price it for your agents.
See auvious inside your own contact centre.
Book a 30-minute demo and we will show you browser-based video and cobrowse working inside the platform you already use.