TECHSEE AMDOCS INTEGRATION
TechSee’s remote visual support solution enables Amdocs users to deliver visual, interactive remote assistance. With a unique combination of video, Augmented Reality and Computer Vision AI, experts can rapidly identify issues and guide field technicians to resolutions. TechSee’s real-time visual support boosts productivity, optimizes costs, and improves overall CX.
CRM processes suffer from a visual gap. Customers relate to a specific item in their physical environment, while the agent or expert can only see a CRM screen, causing frustrating and costly back-and-forth dialogue before the issue can be resolved.
As a software company servicing arrange of markets and needs, Amdocs recognized the need to enhance their CRM offering with a visual component that would bring a personalized touch and other improvements to their field services software. Amdocs partnered with TechSee to seamlessly integrate their technologies so that TechSee’s visual assistance platform could be seamlessly launched directly from Amdocs’ software, maximizing user adoption.
TECHSEE FOR AMDOCS
TechSee’s visual assistance technology is seamlessly embedded within Amdocs to deliver real-time, visual remote support. This enables field technicians to consult with experts at HQ or in the field, using video and voice communication, to increase first-time fixes and boost productivity on the field. Ideal for supervision and visual confirmations, TechSee is powered by a multi-patented, browser-based service for intuitive, app-free visual engagement. With the ability to integrate field services with the CRM, TechSee provides technicians, agents, and customers with interactive visual guidance to resolve issues quickly and effectively.
The connected and agile platform integrates multiple data sets and workflows across contact centers, field services, and third-party systems for enhanced collaboration. The convenience of initiating the visual support functionality directly from Amdocs software makes the transition seamless and drives user adoption. With Techsee, Amdocs is able to drive an always-on better customer centric experience.
KEY FEATURES
SINGLE SIGN-ON
for constant access when logged into Amdocs software
ONE-CLICK SESSION INITIATION
from within Zendesk ticket form with timestamp record added to ticket notes
PATENTED WEB-BASED TECHNOLOGY
avoiding the need to download an app and eliminating friction
VISUAL CUSTOMER HISTORY
enabling experts to review previous customer episodes from the ticket
INTEGRATED FUNCTIONALITIES
CRM Connector
KEY BENEFITS
REDUCED TRUCK ROLLS
and enable experts to achieve more remote resolutions
CONSISTENT USER-CENTRIC
personalized omni-channel experience across all brands for digital commerce
REDUCED CUSTOMER EFFORT
and enhance brand loyalty with frustration-free issue resolution
TECHNOLOGY LEADERSHIP
with an innovative visual solution
CONTANCT CENTER EFFICIENCY
by cutting costs, increasing agent productivity and operational KPIs
VISUAL KNOWLEDGE SHARING
between departments to optimize service delivery and refine best practices
ENHANCED CX
across all engagement channels, reducing Time to Resolution and avoiding escalations
