Supporting New Services Rollout with Visual Assistance
Orange Spain uses visual technology to support innovative smart home and fiber services launches
The rollout of new product offerings and services in telco can have high associated costs and greater customer demands for support. Following an innovative rollout of new smart home services and fiber-to-the-home (FTTH), Orange Spain was looking for a solution to help manage the increase in call volume and technician dispatch requests for installation and configuration assistance.
The Visual Intelligence Difference
Orange selected TechSee’s visual assistance and intelligence platform to implement visual remote support. This web-based technology allowed quick and easy access to view the customer’s environment through their smartphone camera. This enabled agents to identify and visually guide to resolution at a much faster rate. Cases that previously resulted in technician dispatches are now being handled remotely by agents, driving down operations costs and resulting in time savings for the contact center and the customer.
Where technician dispatches are unavoidable, Orange technicians can now review images and video collected by the agent to ensure they are coming on-site with the required equipment, increasing FTF and reducing the need for repeat visits.
Operations Costs Savings
Due to major reduction in truck rolls
Improved CSAT
From receiving faster assistance at a higher resolution rate
Increased 1st Contact Resolution
Via improved service by agents and remote techs who can see the problem remotely
Reduction in Tech Dispatches
Many inquiries able to be resolved with remote visual support
