ABERDEEN WEBINAR
Visual Engagement in Customer Service
January 21st, 12:00pm ET
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.
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.
The platform leverages visual
data to automate processes
using Computer Vision AI,
including real-time decision
support for agents and self-
service for customers.
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.
The platform creates a universal
visual library of issues and pre-
defined resolutions across
departments, enabling effective
knowledge sharing and
operational efficiencies.
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.
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.
The platform enables enterprise-
grade scalability with automatic
volume-based elasticity matching
resources to capacity, non-real-time
micro-service separation and periodic
maintenance.
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.
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.
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.
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.
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.
