WHAT IS AUGMENTED VISUAL SUPPORT? And Why Do I Need It?

Size: px

Start display at page:

Download "WHAT IS AUGMENTED VISUAL SUPPORT? And Why Do I Need It?"

Cecil Hensley
7 years ago
Views:

1 WHAT IS AUGMENTED VISUAL SUPPORT? And Why Do I Need It?

2 CONTACT CENTERS TODAY... Although contact centers are continuing to evolve to include communications with customer over many mediums like , chat, and social media...the good ole fashioned phone is still the most popular medium. More than 57% of contact centers are voice only. Not only is this costly, but limited when you consider the technology that is available. 2

3 THE PHONE SUPPORT CHALLENGE Tech support over the phone, is like flying blind THIS is what the customer sees THIS is what the agent sees It is projected that by 2020 over 6.1 billion people will have smart phones and utilize them on a daily basis not just to make calls, but to use applications, surf the web, use social media and check . It only makes sense to take advantage of the availability of this technology to aid in supporting customers in the contact center. 3

4 THE SOLUTION The solution is as simple as opening a text message and clicking on a link. Agents are then able to direct the customer with their mouse as to what they are to do over a live video feed or send visual instructions via marked-up images of the customer s environment. 4

5 USEFUL ENVIRONMENTS Technical Environments Non-Technical Environments Telco, Cable, Wireless, Cellphone, Hardware and Software Manufactures Troubleshooting cabling, routers, modems, switches Video on Demand, equipment operation, infrastructure and wiring, router configuration, Wi-Fi connection Troubleshooting appliances like washer, dryer, television, DVD player Remote issue, fuzzy or blue screen on TV Troubleshooting utilities like water meters, gas and electric meters Reporting issue, synchronization issues Troubleshooting software and hardware applications, computers, servers, proprietary systems Assist in self-installation support Retail Manufacturers, Shipping Companies, Banking/Finance Validate incorrect product shipment or broken shipments Damaged box, missing parts, wrong good shipped, broken product Assisting with invoice or bill support Non-Intrusive remote support solution for PC programs, digital displays (TVs), or proprietary devices Situations where remote support software cannot be used due to regulatory restrictions, privacy concerns, anti-virus software, technical difficulties, etc 5

6 BENEFITS Reduce Average Handling Time Reduced the average length of VOD-related issues and equipment operation calls by nearly 2 minutes (17%) for a Digital TV satellite provider Decrease Technician Dispach Reduced technician dispatches by 11% for triple-play mobile carrier Improve Customer Satisfaction Providers report a Wow factor from their customers. Customers view Augmented Visual Support as an innovative, high-tech service, and much more effective means of communication. Enabler for Smart Home & Self-Install Telco provider was hesitant to launch new Smart Home solution due to support challenge. Agreed to launch only after Customer Service deployed TechSee. Decrease repeat calls for the same issue Increase first call resolution 6

7 About TechSee Remote Support, Re-imagined. TechSee leverages emerging mobile services technologies to spearhead innovation in the field of remote technical support, dramatically improving service and reducing costs. The company s cutting-edge technology creates a common visual language, removing barriers to understanding between technicians and customers. Customers using TechSee report double-digit improvements in their technician dispatch rates, average call-handling time, and customer s satisfaction scores. 7

8 About Adtech Global Adtech Global helps businesses improve customer engagement and maximize workforce efficiency through cloud and premise-based solutions. Adtech Global provides implementation, consulting, training and support services as well as actionable monitoring/alert solutions and data migration and archiving solutions for customer engagement centers. With a team of experienced technicians and consultants, Adtech Global provides an exceptional end-user experience. Visit for more information. Learn more about TechSee and receive a demo! Sign Up for a Demo 8

Cisco Integrated Video Surveillance Solution: Expand the Capabilities and Value of Physical Security Investments

Cisco Integrated Video Surveillance Solution: Expand the Capabilities and Value of Physical Security Investments What You Will Learn In many enterprises, physical security departments are making a notable