TECHSEE PEGA INTEGRATION
TechSee’s remote visual support solution enables PEGA users to deliver visual, interactive remote assistance to their customers. With a unique combination of video, Augmented Reality and Computer Vision AI, contact center agents can rapidly identify issues and guide customers to resolutions. TechSee’s real-time visual support boosts productivity, optimizes costs, improves CX, and achieves next-level customer engagement.
As a software developer for customer relationship management, robotic process automation, and business process management, Pegasystems needed a robust end-to-end visual engagement solution that could scale to meet the needs of its Fortune 500 customers. PEGA partnered with TechSee to seamlessly integrate their technologies so that TechSee’s visual assistance platform could be seamlessly launched directly from the Pega console, maximizing user adoption.
TECHSEE FOR PEGA
TechSee’s visual assistance technology is seamlessly embedded within PEGA to deliver real-time, visual remote support. This enables agents to rapidly identify issues, find the correct resolutions, and guide customers using Augmented Reality on their smartphone screens.
An industry-first, TechSee is powered by a multi-patented, browser-based service for intuitive, app-free visual engagement. With the ability to integrate the contact center with the CRM and PEGA, 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 the Pegasystems console makes the transition seamless and drives user adoption.
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
Agent Authentication
Manual Login
Session Initiation
CRM Connector
HOW IT WORKS
1. Connect
2. See
3. Guide
4. Validate
KEY BENEFITS
REDUCED TRUCK ROLLS
and enable experts to achieve more remote resolutions
REDUCED CUSTOMER EFFORT
and enhance brand loyalty with frustration-free issue resolution
TECHNOLOGY LEADERSHIP
with an innovative visual solution
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