TECHSEE CSG INTEGRATION
TechSee’s remote visual assistance solution is the driving force behind CSG Visual Connect, enabling agents to see exactly what their customers see. This enables them to rapidly identify issues, find the correct resolutions and guide customers using Augmented Reality on their smartphone screens. CSG’s Visual Connect, powered by TechSee Live, is the trusted choice of leading global groups in multiple industries, including telecom, home security, finance, utilities, and retail.
As the number of connected devices rise, field service fleets and contact centers are stretched too thin with the growing need to troubleshoot customers’ devices. When agents fail to resolve issues and must schedule service calls, customers become frustrated and may return their devices or churn. If only agents were able to see into the customer’s environment, interactions would become more efficient, time to resolution would be reduced, and customer and agent satisfaction would both improve.
TECHSEE FOR CSG
TechSee’s visual assistance technology is seamlessly embedded within CSG’s business support systems to deliver real-time, AI-powered remote video assistance. The scalable solution, called CSG Visual Connect, allows customer service agents to visually troubleshoot the customer’s technical problem. It enables quicker resolutions and eliminates field service appointments, all while providing a great customer experience. Through machine learning, CSG Visual Connect builds a knowledge base of resolutions to help address recurring customer issues.
Any support center can use CSG Visual Connect, from customer care to IT helpdesks. The solution is powered by a multi-patented, browser-based service for intuitive, app-free visual engagement. CSG Visual Connect can be launched directly through CSG’s care applications’ dashboards, or as a standalone solution for field services.
KEY FEATURES
SINGLE SIGN ON
for constant access when logged into CSG care applications
ONE CLICK SESSION INITIATION
ensuring effortless experience for agents and customers
PATENTED WEB-BASED TECHNOLOGY
avoiding the need to download an app and eliminating friction
VISUAL CUSTOMER HISTORY
enabling experts to review previous customer episodes
MACHINE LEARNING-BASED KNOWLEDGE BASE
to help address recurring customer issues
KEY BENEFITS
REDUCED CUSTOMER EFFORT
and enhance brand loyalty with frustration-free issue resolution
REDUCED TECHNICIAL DISPATCH
and enable experts to achieve more remote resolutions
TECHNOLOGY LEADERSHIP
with an innovative visual solution
CONTACT CENTER EFFICIENCY
cut costs, increase agent productivity, and operational KPIs
ENHANCED CX
across all engagement channels, reducing Time to Resolution and avoiding escalations
VISUAL KNOWLEDGE SHARING
between departments to optimize service delivery and refine best practices
