Agents at enterprises deploying ScreenMeet Live can seamlessly escalate text chat sessions with customers on desktop and mobile to voice, video chat and screen share directly from within their CRM, with no download for the customer

ScreenMeet announced today the release of ScreenMeet Live, a suite of instantly available, browser-based, remote customer engagement tools helping retail and consumer services brands to transition their face-to-face, personalized shopping and customer support services to an online environment. ScreenMeet Live is enabling the new way to shop for products and services that, while accelerated by social distancing, will endure long after the world has moved on from the current COVID-19 crisis.

ScreenMeet’s newest release enables customer service agents and sellers to interact with customers online through voice, video chat and screen share or co-browse from directly within their company’s preferred CRM solution or website. ScreenMeet Live is:

• Globally available: Supported by a worldwide network of enterprise-grade data centers, ScreenMeet Live meets local and global scalability and performance requirements.
• Secure: Built by secure real-time collaboration veterans, ScreenMeet supports TLS 1.2, true end-to-end AES-256-bit encryption, enterprise-grade authentication, and is trusted by leaders in technology, retail, and financial services to meet their secure communication needs.
• Flexibly priced: ScreenMeet Live is available as a subscription per agent or on a concurrent-use basis. ScreenMeet is a cost-effective complement to other agent tools.

ScreenMeet Live extends the functionality of ScreenMeet’s secure, global, real-time remote support platform trusted and relied upon by some of the world’s largest Salesforce, ServiceNow and Microsoft Dynamics customers. ScreenMeet already enjoys the advantage of being the only cloud-based remote support tool that is fully integrated into these leading CRM and ITSM solutions, complete with session data automatically recorded in the CRM/ITSM support case.

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For consumers looking for help with typical online activities such as setting up an account, filling out an application, requesting a product demo, or navigating through a checkout process, ScreenMeet Live presents a seamless customer experience from text chat to voice to video chat to screen sharing or cobrowse, all within their browser and with no downloads for the customer. For enterprises in all industries, sales and support agents assisting customers in Salesforce Live Agent, ServiceNow Chat Connect, Microsoft Dynamics365 Omnichannel or Zendesk chat sessions can provide customers more personalized service and continuous support without the need for additional communication channels.

“Any shopping or professional services activities consumers used to do in person won’t happen that way anymore. Everything is going virtual,” said ScreenMeet CEO Ben Lilienthal. “Given the current climate, we’ve accelerated the launch of ScreenMeet Live in order to help the many consumer brands that are struggling to transition their customer operations to online or expand their eCommerce channels overnight. ScreenMeet Live will help our customers provide service continuity, save jobs and deliver a superb customer support experience during these turbulent times.”

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“With ScreenMeet’s co-browse capabilities, Zenni is now literally on the same page as our customers,” said Jeff Huang, Director of Global Customer Success Operations at Zenni.com. “Our Customer Care team now has even better customer experience tools to bridge the shopping experience from brick and mortar retail to ordering prescription eyewear online conveniently from the safety of their own homes. As we evolve our fit and follow-up experience, I see nothing but upside for our customers as we grow and innovate with ScreenMeet’s CRM-friendly chat-to-video capabilities.”

“A key requirement for customer service operations at scale is a single pane of glass for agents,” said Rebecca Wettemann, analyst and principal at Valoir Inc. “Embedding ScreenMeet into their existing contact center environment enables companies to reduce training costs, increase agent productivity, and increase customer satisfaction and engagement.”

ScreenMeet’s cloud-native enterprise remote support solutions with CRM/CSM integration are enabling remote support agents in call centers at some of the world’s most respected brands such as Reitmans, 8×8, ChoiceHotels, Zenni Optical, and the world’s largest computer equipment manufacturer.

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