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.

Seamless Integrations to Your Enterprise Ecosystem

CRM
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.
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User Directory
The platform supports unified authentication with the enterprise directory to enable precise user management, while Single Sign On (SSO) allows the fastest user access.
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Digital Channels
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.
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SMS Gateway
The platform can be quickly integrated with the enterprise’s SMS gateway, enabling the fastest delivery of session invitations to customers.
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IVR
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.
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Mobile SDK
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.
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KMS
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.
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External Systems
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.
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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.

Rock-solid security and privacy by design

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

Resources How Customer Service KPIs are Impacted by Visual Assistance Technology

How Customer Service KPIs are Impacted by Visual Assistance Technology

TechSee has collated and analyzed data from across its international client network, revealing massive KPI improvements across all metrics.

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Resources TechSee Live Contact Centers

TechSee Live Contact Centers

Learn all about TechSee's intelligent visual support solution for contact centers.

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Resources Choosing a Remote Visual Assistance Solution: The Complete Guide

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.

Learn more

We believe that showing is better than telling.

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OCTOBER EDITION

SURVEY RESULTS

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Utilization