TECHSEE VIA PLATFORM
Deploy a unified platform to augment your organization with visual knowledge and automate processes over time.
A UNIFIED VISUAL PLATFORM ACROSS YOUR ORGANIZATION
TechSee’s platform creates a single picture of customer issues across the organization, allowing warm transfer between channels and leveraging visual data to deliver AI-powered automation.
Enterprise-grade platform built for the complete customer service ecosystem
ENTERPRISE-GRADE SOLUTION
The platform is proven to support large departments and tens of thousands of reps, with the ability to support more agents, technicians and end users in new geographic locations, without impacting availability or performance.
VISUAL AUTOMATION
The platform leverages visual data to automate processes using Computer Vision AI, including real-time decision support for agents and self- service for customers.
VISUAL CUSTOMER HISTORY
A full record of the visual session history of each customer provides the organization with the context of each contact. This information can also be leveraged for internal collaboration, aligned with privacy policy.
VISUAL KNOWLEDGE BASE
The platform creates a universal visual library of issues and pre- defined resolutions across departments, enabling effective knowledge sharing and operational efficiencies.
MOBILE SDK
A lightweight SDK is available for adding mobile screen sharing, enabling the enterprise to embed visual sessions within their channels and native apps for a seamless and personalized user experience.
BANDWIDTH OPTIMIZATION
The platform adapts to the user’s connection speed, maintaining the live stream in instances of poor connectivity, with optional zero-rating traffic, allowing customers not to consume mobile data.
SCALABILITY
The platform enables enterprise- grade scalability with automatic volume-based elasticity matching resources to capacity, non-real-time micro-service separation and periodic maintenance.
HIGH AVAILABILITY
The pure SaaS platform delivers peak performance and constant availability, deploying all services as an AWS N+1 cluster, with built-in redundancy, stateless data for smooth failover, plus integrated health checks and automatic alerts.
INTEGRATED WITH LEADING CONTACT CENTER CRMS
SEAMLESS INTEGRATIONS TO YOUR ENTERPRISE ECOSYSTEM
The platform integrates with the enterprise’s CRM / FSM, enabling launch from the same console, with Single Sign On, an embedded visual dashboard widget, and automatic syncing of collected images.
The platform supports unified authentication with the enterprise directory to enable precise user management, while Single Sign On (SSO) allows the fastest user access.
Visual sessions can be launched from the widest possible range of digital channels including portals, chat applications, and social media, allowing the enterprise to create optimized multi-experience customer journeys.
The platform can be quickly integrated with the enterprise’s SMS gateway, enabling the fastest delivery of session invitations to customers.
The platform leverages customer waiting time with Visual Journeys which enable the enterprise to collect images and information about their issues, allowing many calls to be deflected to guided self-service flows.
Two non-intrusive mobile screen sharing options are available: sharing the customer’s entire mobile screen or an application screen only. They enable agents to provide visual guidance on system and settings issues or on native app navigation, operation, and form completion.
The platform automatically provides the agent with the relevant section of the most suitable knowledge base article based on its visual issue analysis. This AI-powered decision support tool enables faster and more effective resolutions and significant operational savings.
Open APIs can be readily integrated with external systems including workflows, claims system, ticketing, help desk and dispatch systems, enabling the rapid creation of a bespoke solution that precisely meets the evolving needs of the organization.
POWERING PATENTED
BROWSER-BASED CONNECTION
TechSee allows your customers to connect using browser-based technology that does not require an app download. This is proven to reduce customer effort, resulting in lower average handling time (AHT) and higher user adoption.
Enterprise-grade platform built for the complete customer service ecosystem
Cloud hosting security
The AWS-hosted platform backs up all data in two locations and resides in a multi-tenant environment, ensuring the security of customers’ data. Geofencing guarantees that each customer account is hosted in the appropriate location and the platform is pen-tested bi-annually by leading data security companies.
Application-level security and access control
Industry-standard technologies ensure authentication by the platform or via SSO integration, with media traffic encryption based on STRP and key negotiation on DTLS-SRTP. All actions are audited, resources are protected by a company VPN, SMS flooding protection is assured, and access control is based on IP Whitelisting.
Privacy
Mobile customer approval is mandatory for each visual session, which can be paused or terminated at any time. The platform complies fully with all data protection legislation including GDPR, does not collect customers’ phone numbers or use cookies, and clients can opt not to collect any information from end users.
From Our Knowledge Center
KPI Data Research Findings: Impact of Visual Assistance (eBook)
TechSee has collated and analyzed data from across its international client network, revealing massive KPI improvements across all metrics.
TechSee Live Contact Centers DataSheet
Learn all about TechSee's intelligent visual support solution for contact centers.
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.
