Contact center innovation facilitates service expansion for leading European network operator
TechSee, the category leader in Intelligent Visual Support, today announced the completion of a successful partnership program with Orange Spain, the leading telecom network operator in Spain. Orange Spain contracted with TechSee to meet the growing demand for its newly launched smart home and fiber-to-the-home (FTTH) services, as well as for its quadruple play services.
The partnership demonstrated that the use of TechSee resulted in KPI improvements, including increased First Call Resolutions, reduced technician dispatches, and improved customer satisfaction. With a significant drop in operational costs and high ROI, the carrier implemented TechSee into all four of their technical support call centers.
TechSee’s visual support solution enables customers to use their smartphone camera to show the agent exactly what they see in their physical environment via a simple tap of a screen – no downloads, app installation or account login required. The agent can then virtually identify the problem and visually guide the customer using a suite of augmented reality tools, resulting in the prompt resolution of technical issues.
With TechSee’s platform, Orange Spain’s agents were able to quickly identify and resolve a comprehensive list of technical issues. In addition, the installation and configuration activities that previously required a technician dispatch could now be performed by the agents, acting as virtual technicians.
TechSee’s solution was effective in a range of use cases including:
- Self-installation guidance – agents visually guide customers who experience difficulties when self-installing a device.
- Troubleshooting – agents resolve common technical issues. If a dispatch is required, relevant images ensure the technician arrives well-equipped, avoiding unnecessary repeat dispatches.
- Equipment quality issues – agents can test and determine whether the device’s quality is lacking (e.g. screen quality/definition) in cases of requests for replacements.
- Field service support – remotely-located experts support field technicians with additional information, consultation or approval.
According to Agustin Martin Mayo, Orange Spain’s Provisioning & Robotics Director, “TechSee empowers our agents to provide a more effective and efficient service and a better customer experience to our clients. By offering intuitive, visual support, both call center performance and customer satisfaction have improved significantly.”
Uri Kesselman, TechSee’s VP Customer Success, said, “We are very excited to transform the delivery of technical customer support in the Spanish market. Using Techsee’s innovative visual support solution, Orange professionals are now able to resolve more technical issues on the first call, avoid technician visits where possible, and deliver an optimal customer experience.”