TechSee

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.

Techsee VIA Platform

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

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.

Techsee VIA Platform

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.

Techsee VIA Platform

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.

Techsee VIA Platform

SMS Gateway

The platform can be quickly integrated with the enterprise’s SMS gateway, enabling the fastest delivery of session invitations to customers.

Techsee VIA Platform

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.

Techsee VIA Platform

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.

Techsee VIA Platform

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.

Techsee VIA Platform

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.

Techsee VIA Platform

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

TechSee Client KPI Data
eBook
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 VIA Platform
Brochure
TechSee Live Contact Centers DataSheet

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

AR Remote Support
eBook
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.

We believe that showing is better than telling.

Techsee VIA Platform

State of Customer Loyalty & Churn
Survey Report 2022

It’s Back!!!
The 3rd Annual State of Customer Loyalty and Churn Report
Pre and Post Pandemic Consumer Sentiment Trends.
What’s changed? What’s more challenging? Why are customers churning?

2022 Customer Loyalty and Churn Survey Report