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VISUAL SUPPORT PLATFORM FOR CONTACT CENTERS Measure physical objects and distances using AR measurement tool. Connect a 3rd party participant to the visual assistance session for additional expert guidance. Enable face to face engagement with a 2-way video stream. Record session automatically or initiate AI IN CALL CENTERS: TOP INNOVATIONS FOR 2021 Call centers are busier than ever. According to a 2021 survey, 65% of U.S. consumers have required assistance during the COVID-19 pandemic. These growing call volumes – coupled with the continuous need for cost optimizations – have driven the demand and adoption of artificial intelligence (AI) in call centers. SALESFORCE INTEGRATION TechSee enables Salesforce users to deliver visual, interactive remote assistance to their customers and technicians. With a unique combination of video, Augmented Reality and Computer Vision AI, contact center agents and experts can rapidly identify issues andguide customers and
2021: EMERGING AI TRENDS IN THE TELECOM INDUSTRY 9 WAYS AUGMENTED REALITY CUSTOMER EXPERIENCE Augmented reality customer experience is a new digital experience that transforms the customer journey into an immersive visual interactive experience. The best AR apps enrich the relationship between consumer and brand, and serve as a powerful new mechanism for companies to add value at every stage of the customer journey: pre-sales, sales and TOP CUSTOMER RETENTION STRATEGIES IN THE TELECOM INDUSTRY Instead it suggests that the best way to increase loyalty is by reducing effort. 96% of customers who experience a high-effort interaction become more disloyal compared to just 9% who have an effortless experience. It seems clear that reducing customer effort is the way to enhance customer retention in the telecom industry. AUGMENTED REALITY INSTRUCTION MANUAL: THE PERFECT USER Augmented reality has “blown the dust” off the instruction manuals of yesteryear. Augmented reality (AR) is maturing as a technology and its adoption on mobile devices is growing steadily. According to research and consulting company Tractica, expanding use cases for mobile AR will lead to growth from 343 million unique monthly activeusers
CUSTOMER EXPERIENCE IN TELECOM INDUSTRY According to its CX Index scoring system, telcos that increase CX scores by one point will generate an additional $3.39 in per-customer incremental revenue. The Harvard Business Review further quantifies this point, reporting that customers with the most satisfying experiences spend an average of 140% more than those whose experiencesfell short.
NEW KPI METRICS IN THE EMERGING ERA OF SELF SERVICE New, more relevant self service KPI metrics that measure the success of self-service tools along with agent performance are more appropriate in today’s modern contact centers. Metrics such as call deflection rate, total cost per contact, fulfillment speed, customer satisfaction and self-service success rates are all good indicators ofthe
VISUAL SUPPORT SOLUTION FOR CALL CENTER AND FIELD SERVICESPRODUCTSTECHNOLOGYINDUSTRIESCOMPANYKNOWLEDGEREQUEST A DEMO Visual Engagementat Every Touchpoint. Increase agent productivity and serve your customers more effectively with Intelligent Visual Assistance. Drive technician enablement with remote Visual Assistance and an interactive visual AR assistant. Transform your self-service channel into a visual, interactive and personalized experience with alive
VISUAL SUPPORT PLATFORM FOR CONTACT CENTERS Measure physical objects and distances using AR measurement tool. Connect a 3rd party participant to the visual assistance session for additional expert guidance. Enable face to face engagement with a 2-way video stream. Record session automatically or initiate AI IN CALL CENTERS: TOP INNOVATIONS FOR 2021 Call centers are busier than ever. According to a 2021 survey, 65% of U.S. consumers have required assistance during the COVID-19 pandemic. These growing call volumes – coupled with the continuous need for cost optimizations – have driven the demand and adoption of artificial intelligence (AI) in call centers. SALESFORCE INTEGRATION TechSee enables Salesforce users to deliver visual, interactive remote assistance to their customers and technicians. With a unique combination of video, Augmented Reality and Computer Vision AI, contact center agents and experts can rapidly identify issues andguide customers and
2021: EMERGING AI TRENDS IN THE TELECOM INDUSTRY 9 WAYS AUGMENTED REALITY CUSTOMER EXPERIENCE Augmented reality customer experience is a new digital experience that transforms the customer journey into an immersive visual interactive experience. The best AR apps enrich the relationship between consumer and brand, and serve as a powerful new mechanism for companies to add value at every stage of the customer journey: pre-sales, sales and TOP CUSTOMER RETENTION STRATEGIES IN THE TELECOM INDUSTRY Instead it suggests that the best way to increase loyalty is by reducing effort. 96% of customers who experience a high-effort interaction become more disloyal compared to just 9% who have an effortless experience. It seems clear that reducing customer effort is the way to enhance customer retention in the telecom industry. AUGMENTED REALITY INSTRUCTION MANUAL: THE PERFECT USER Augmented reality has “blown the dust” off the instruction manuals of yesteryear. Augmented reality (AR) is maturing as a technology and its adoption on mobile devices is growing steadily. According to research and consulting company Tractica, expanding use cases for mobile AR will lead to growth from 343 million unique monthly activeusers
CUSTOMER EXPERIENCE IN TELECOM INDUSTRY According to its CX Index scoring system, telcos that increase CX scores by one point will generate an additional $3.39 in per-customer incremental revenue. The Harvard Business Review further quantifies this point, reporting that customers with the most satisfying experiences spend an average of 140% more than those whose experiencesfell short.
NEW KPI METRICS IN THE EMERGING ERA OF SELF SERVICE New, more relevant self service KPI metrics that measure the success of self-service tools along with agent performance are more appropriate in today’s modern contact centers. Metrics such as call deflection rate, total cost per contact, fulfillment speed, customer satisfaction and self-service success rates are all good indicators ofthe
VIDEOS - TECHSEE
Watch our fascinating videos to learn about our work. TechSee designs and implements Intelligent Visual Support for contact centers andfield service.
BUILD A STRONG SERVICE DELIVERY CONTINUITY PLAN THAT WORKS Remote Visual Assistance for service delivery continuity. Provide uninterrupted service while ensuring the safety of your technicians during these unprecedented times with remote Visual Assistance. TechSee enables experts to guide their customers using a live video stream overlaid with Augmented Reality, eliminating the need foronsite visits.
DYNAMIC DUO: TECHSEE AND SALESFORCE DRIVE DIGITAL Visual Transformation in Telecom: Endless opportunities. Strong partnerships are a force for change – and that is best highlighted in the strengthening of the relationship between TechSee and Salesforce – both sides bringing to the table the capability to drive and support businesses with streamlined, efficient, and cost-effective operations. 16 EXAMPLES OF AI IN CUSTOMER SERVICE As AI develops, more ways are being found to incorporate it into customer service. In this article, we’ll go through 16 examples of AI in many areas of customer service, including customer-facing technologies such as identification and call routing, as well as behind-the-scenes technologies such as contact center workload management and high-level data analysis. REDUCE YOUR TRUCK ROLLS COSTS WITH VISUAL SUPPORT Problems with Truck Rolls. High No Fault Found (NFF) dispatches – In situations when the issue is easily resolved, often in less than five minutes (an NFF dispatch), the truck roll is a major waste of the company’s time and resources.; Low First Time Fix – According to an Aberdeen Group report, 25% of all service calls require at least one additional visit to solve customer needs, often AUGMENTED REALITY TECHNICAL SUPPORT & WHY YOU NEED IT Here are three areas of technical support where AR is particularly useful: Augmented Reality User Manuals Augmented Reality is the perfect tool for creating product manuals and guiding consumers through technical support scenarios. It easily and clearly shows customers the actions and adjustments they need to make to reach thedesired outcome.
BOOST CALL CENTER AGENT UTILIZATION WITH VISUAL TOOLS Call center Agent Utilization and Occupancy are two important, yet often conflated KPIs used to measure the overall productivity of a contact center. Agent Utilization indicates the percentage of an agent’s total shift spent on call-related activities. Agent Occupancy, on the other hand, indicates how much time an agent spendsboth handling
AUGMENTED REALITY IN FIELD SERVICE: FIND THE BEST SOLUTION Screen-based AR field service systems are designed to provide mobile phone or tablet users with interactive video and digital content, applied on top of the image of physical reality. These applications utilize a standard mobile device’s existing components such as the camera, GPS, and touch screen elements to enhance the user’s view. MARKETING AUTOMATION MANAGER TechSee is a fast-growing startup that developed the world’s first visual tech assistant. We aim to make technology simpler for people using the power of video, augmented reality and Computer Visio HOW AUGMENTED REALITY CAN IMPACT CUSTOMER SERVICE We’ve collated the top-line findings from various surveys and research reports that indicate the rapid growth of augmented reality in customer service: Goldman Sachs predicts that AR is expected to grow into an $80 billion market by 2025. Google forecasts that hundreds of millions of mobile devices will support AR capabilities inthe coming
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DRIVING VISUAL TRANSFORMATION Visual contactless assistance to your ‘remote-first’ customers and employees powered by AI & ARLEARN MORE
SIMPLIFY ASSISTANCE
TO YOUR CUSTOMERS
AND TECHNICIANS
With TechSee’s patented technology, your users can instantly stream their mobile device camera or screen via web connection, for real-time, interactive visual engagement.See how it works
VISUAL ENGAGEMENT
AT EVERY TOUCHPOINT
Contact Centers
Increase agent productivity and serve your customers more effectively with Intelligent Visual Assistance.Field Services
Drive technician enablement with remote Visual Assistance and an interactive visual AR assistant.Self Service
Transform your self-service channel into a visual, interactive and personalized experience with a live AR assistant.Request a Demo
SEE HOW WE CAN HELP YOU ACHIEVEYOUR GOALS
Reduce Operational CostsEnhance CX
Improve Contact Center Efficiency Enhance Self Service Drive Technician Enablement * Reduce Operational Costs* Enhance CX
* Improve Contact Center Efficiency * Enhance Self Service * Drive Technician Enablement Reduce Operational Costs Improve the bottom line through dramatic cost reductions:__
Technician Dispatches4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19 19
%
__
NFF Product Returns
0
1
2
3
4
5
6
7
8
9
10
11
12
13
14 14
%
__
Machine Downtime
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29 29
%
__
NFF Tech Dispatches
75
76
77
78
79
80
81
82
83
84
85
86
87
88
89
90 90
%
See how much you can saveEnhance CX
Reduce customer effort and increase brand loyalty with visualengagement:
__
Net Promoter Score
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45 45
%
__
Customer Effort Score15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30 30
%
__
CSAT
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49 49
%
__
ESAT
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76 76
%
Learn more
Improve Contact Center Efficiency Increase productivity and boost agent engagement:__
First Call Resolution7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22 22
%
__
Average Handle Time
0
1
2
3
4
5
6
7
8
9
10
11
12 12
%
__
Escalation Rate
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33 33
%
__
Next Issue Avoidance21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36 36
%
See how much you can save Enhance Self Service Deliver visual, interactive and personalized self-service with a liveAR assistant:
__
Call Volume
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31 31
%
__
Call Deflection Rate17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32 32
%
__
Self-Service Containment Rate25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40 40
%
__
Cost per Contact
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56 56
%
Learn more
Drive Technician Enablement Improve productivity in the field and reduce technician training time:__
First Time Fix Rate
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84 84
%
__
Remote Resolution Rate74
75
76
77
78
79
80
81
82
83
84
85
86
87
88
89 89
%
__
Machine Downtime
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29 29
%
__
Training Time
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42 42
%
Learn more
TRANSFORM YOUR CX WITH COMPUTER VISION AI Using patented technology, we teach machines to recognize physical products, their issues and suggest resolutions, to redefine self-service and achieve automation across your organization. Your browser does not support the video tag. TAKE THEIR WORD FOR ITPrevious
"The ability for us to deploy something like TechSee with a virtual component and alleviate concerns of having somebody come into their homes, there’s a certain level of appreciation and unbelievably positive satisfaction."Omeed Kazemi
Director of Business Operations "With the pandemic people are very concerned... to be able to use TechSee to virtually enter someone's home and still alleviate their concerns about their health has been something we can't replace."Tristan Yeats
Technical Support Lead "With TechSee it is possible for us to book home inspections, but these can now be done by the supervisor from home or in the office, bringing efficiencies by eliminating travel time and fuel costs."Oliver Cox
Business Partner Neighbourhoods & Customer Service "We have over 5,000 engineering jobs being completed every day...Our strategy as a business is a fully automated paperless engineering workflow. Integrating TechSee into our in-house workflow with Visual Journeys was crucial."Stephen McArdle
Group Director for IT "When we saw TechSee it was simple but at the same time it was transformative. We saw enormous cost savings in customer site visits and first-time resolutions. Agents and customers were happier."Paresh Modi
Head of Innovation, Vodafone Group "TechSee helps us by reducing the cost of processing because we can handle the claim first time. The agent can see the damage, estimate the cost and help the customer there and then."Rudi Thuis
Change & Development Manager, Achmea "Being able to take an efficiency that makes your people more productive, to make their job satisfaction even higher is what this technology has brought."Pat O’Donnell
SVP & General Manager "With TechSee, we are able to resolve a significant number of customer issues remotely, together with the customer, without having to sendtechnicians."
George De Visser
Director Customer Care "TechSee empowers our agents to provide a more effective and efficient service and a better customer experience to our clients."Agustin Martin Mayo
Technical Assistance & Provisioning Director "The ability for us to deploy something like TechSee with a virtual component and alleviate concerns of having somebody come into their homes, there’s a certain level of appreciation and unbelievably positive satisfaction."Omeed Kazemi
Director of Business Operations "With the pandemic people are very concerned... to be able to use TechSee to virtually enter someone's home and still alleviate their concerns about their health has been something we can't replace."Tristan Yeats
Technical Support Lead "With TechSee it is possible for us to book home inspections, but these can now be done by the supervisor from home or in the office, bringing efficiencies by eliminating travel time and fuel costs."Oliver Cox
Business Partner Neighbourhoods & Customer Service "We have over 5,000 engineering jobs being completed every day...Our strategy as a business is a fully automated paperless engineering workflow. Integrating TechSee into our in-house workflow with Visual Journeys was crucial."Stephen McArdle
Group Director for IT "When we saw TechSee it was simple but at the same time it was transformative. We saw enormous cost savings in customer site visits and first-time resolutions. Agents and customers were happier."Paresh Modi
Head of Innovation, Vodafone Group "TechSee helps us by reducing the cost of processing because we can handle the claim first time. The agent can see the damage, estimate the cost and help the customer there and then."Rudi Thuis
Change & Development Manager, Achmea "Being able to take an efficiency that makes your people more productive, to make their job satisfaction even higher is what this technology has brought."Pat O’Donnell
SVP & General Manager "With TechSee, we are able to resolve a significant number of customer issues remotely, together with the customer, without having to sendtechnicians."
George De Visser
Director Customer Care "TechSee empowers our agents to provide a more effective and efficient service and a better customer experience to our clients."Agustin Martin Mayo
Technical Assistance & Provisioning Director "The ability for us to deploy something like TechSee with a virtual component and alleviate concerns of having somebody come into their homes, there’s a certain level of appreciation and unbelievably positive satisfaction."Omeed Kazemi
Director of Business Operations "With the pandemic people are very concerned... to be able to use TechSee to virtually enter someone's home and still alleviate their concerns about their health has been something we can't replace."Tristan Yeats
Technical Support Lead "With TechSee it is possible for us to book home inspections, but these can now be done by the supervisor from home or in the office, bringing efficiencies by eliminating travel time and fuel costs."Oliver Cox
Business Partner Neighbourhoods & Customer Service "We have over 5,000 engineering jobs being completed every day...Our strategy as a business is a fully automated paperless engineering workflow. Integrating TechSee into our in-house workflow with Visual Journeys was crucial."Stephen McArdle
Group Director for ITNext
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FROM OUR KNOWLEDGE CENTERResources
NO FAULT FOUND ELECTRONIC PRODUCT RETURNS SURVEY RESULTS Welcome to the first major research project since 2011 on the subject of no fault found returns of electronic products. When you download the survey, you’ll discover exactly why 41 percent of consumers have returned a non-defective device in the past 12 months and how companies can slash return rates. In fact, according to theLearn more
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HOW CUSTOMER SERVICE KPIS ARE IMPACTED BY VISUAL ASSISTANCE TECHNOLOGY TechSee has collated and analyzed data from across its international client network, revealing massive KPI improvements across all metrics.Learn more
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CHOOSING A REMOTE VISUAL ASSISTANCE SOLUTION: THE COMPLETE GUIDE An AR Remote Support solution is the key to enhanced customer engagement and reduced operational costs - discover the 10 core considerations when evaluating alternatives.Learn more
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