CSG Visual Connect

Save your field technician the trip. Let your contact center agents troubleshoot technical issues remotely through image and video sharing.

GETTING EYES ON THE PROBLEM

By 2027, the world will have more than 41 billion connected devices. When customers experience issues with those devices, how will businesses provide on-demand troubleshooting for them all?

Field service fleets and contact centers will be stretched thin responding to growing trouble calls for devices. Customers will grow frustrated as contact center agents fail to resolve issues and must schedule field service appointments. Some customers won’t wait for a field technician visit and may return the products altogether, even if it turns out they required only quick fixes or instructions.

What if contact centers could resolve more technical issues by seeing what customers see, and with a solution that scales?

CSG Visual Connect lets customer service agents visually troubleshoot the customer’s problem. It enables quicker resolutions and eliminates field service appointments, all while providing a great customer experience.


INTRODUCING VISUAL CONNECT

Visual Connect is a web-based SaaS solution that expands the troubleshooting capabilities of your customer service representatives (CSRs). Visual Connect saves the time, expense and inconvenience of truck-rolling a field technician to do it days later. Customers can share a video or photos with agents through their smartphone camera. This lets the agent see the problem, diagnose the issue and show the customer what to do visually, using augmented reality technology.

SIGHT MADE SIMPLE

Any support center can use Visual Connect, from customer care to internal IT helpdesks. It doesn’t require connectivity with the end user’s device or an app download. Agents launch Visual Connect from a link on their dashboard, and customers use their smartphone camera to let agents see through their mobile device. With no integration or installation required, you can have Visual Connect go live in weeks.

BUILD A KNOWLEDGE BASE

Visual Connect allows agents to mark up images—circling a button or pointing to a cord—and send them to customers for guidance during the interaction. Through machine learning, Visual Connect builds a knowledge base of these markups to help address recurring customer issues.

“LOOKS LIKE YOU’RE ALL SET!”

With visual explanations that make CSR interactions more efficient, Visual Connect can reduce time to resolution and increase first-call resolutions. And the efficient interactions not only improve customer satisfaction, but CSR satisfaction as well.


Resources

Explore

  • By Type

Webinar Recording: Great CX Cuts Cost and Drives Business Results

Video | 67.2 KB

59% of companies agree customers are demanding more personalization but there is a gap between the companies with the resources to create cohesive ...

Mobile Mirroring With CSG Visual Connect

Data Sheet | 3.0 MB

When your contact center agents assist customers with mobile devices and apps, they don’t have to do it “blind.” CSG Visual Connect’s Mobil ...

Desktop Sharing With CSG Visual Connect

Data Sheet | 1.3 MB

Solving your customer’s problem is easier when you can see it through their eyes. With CSG Visual Connect’s Desktop Sharing feature, customers ...

Communicating During a Pandemic: Best Practices and Customer Stories

Customer Story | 1.1 MB

In the midst of the global COVID-19 pandemic, companies are trying to figure out how to level-set and provide essential services to their customers ...

Webinar Recording: Empowering Contact Centers For Agility In Uncertain Times | May 27, 2020

Video | 80.4 KB

Learn how today’s contact centers can become more agile with the addition of technology enhancements, covering for absent employees and increasin ...

The Agility Imperative: How Banks’ Contact Centers Can Adapt and Scale to Serve Tomorrow’s Customers

White Paper | 2.5 MB

A contact center can either be a bank’s epicenter of customer experience (CX) breakdown or, with the right transformation, the omnichannel hub th ...