TechSee and CSG

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.

techsee csg

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.

TechSee CSG

KEY FEATURES

SSO

SINGLE SIGN ON

for constant access when logged into CSG care applications

one time click

ONE CLICK SESSION INITIATION

ensuring effortless experience for agents and customers

Web based live video stream

PATENTED WEB-BASED TECHNOLOGY

avoiding the need to download an app and eliminating friction

TechSee icon

VISUAL CUSTOMER HISTORY

enabling experts to review previous customer episodes

TechSee icon

MACHINE LEARNING-BASED KNOWLEDGE BASE

to help address recurring customer issues

HOW IT WORKS

TechSee: Step 1

1. Connect

TechSee: Step 2

2. See

TechSee: Step 3

3. Guide

TechSee: step 4

4. Validate

KEY BENEFITS

customer effort

REDUCED CUSTOMER EFFORT

and enhance brand loyalty with frustration-free issue resolution

tech dispatch

REDUCED TECHNICIAL DISPATCH

and enable experts to achieve more remote resolutions

Leadership

TECHNOLOGY LEADERSHIP

with an innovative visual solution

contact center efficiency

CONTACT CENTER EFFICIENCY

cut costs, increase agent productivity, and operational KPIs

Customer Experience

ENHANCED CX

across all engagement channels, reducing Time to Resolution and avoiding escalations

Visual Knowledge Sharing

VISUAL KNOWLEDGE SHARING

between departments to optimize service delivery and refine best practices

We believe that showing is better than telling

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