mobile mirroring with csg visual connect · 2020. 8. 11. · monetize, engage and retain customers....
TRANSCRIPT
CSGI.COM
MOBILE MIRRORING BY CSG VISUAL CONNECT | 1
MOBILE MIRRORINGWITH CSG VISUAL CONNECTDeliver real-time on-screen guidance to your customers while ensuring maximum privacy
© 2020 CSG SYSTEMS INTERNATIONAL, INC. AND/OR ITS AFFILIATES (“CSG”). ALL RIGHTS RESERVED. CSG® IS A REGISTERED TRADEMARK OF CSG SYSTEMS INTERNATIONAL, INC.
Mobile Mirroring allows a contact center agent to
remotely view either a customer’s entire mobile screen
or a specific application only. This enables them to
provide visual guidance for a wide range of device,
software and account issues using a live pointer or
augmented reality (AR) annotations.
HOW IT WORKS
Connect—The agent selects the sharing mode
and sends an invitation SMS to the customer to
begin a live session. The customer is asked to
approve access.
See—The agent views the customer’s issue to
identify the cause and appropriate course of
action.
Guide—The portion of the screen being shared
is automatically highlighted. The agent uses
a live pointer or AR annotations to guide the
customer to a resolution.
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MOBILE MIRRORING BY CSG VISUAL CONNECT | 2
© 2020 CSG SYSTEMS INTERNATIONAL, INC. AND/OR ITS AFFILIATES (“CSG”). ALL RIGHTS RESERVED. CSG® IS A REGISTERED TRADEMARK OF CSG SYSTEMS INTERNATIONAL, INC.
Verify—The agent visually confirms that the
issue has been resolved.
CORE CAPABILITIES
Choice of implementation modes
Integrate to your native app with mobile SDK
or allow users to instantly download a
white-label app.
Privacy by design
Mirroring is view-only—the agent cannot take
any actions on the customer’s device. Each
session requires explicit approval by the
customer, who can pause or stop sharing at
any time.
View selected app or entire screen
The agent chooses the relevant mode: app
sharing for navigation and usage issues or
full-screen sharing for settings or web issues.
Synergy with live video assistance
Customers’ hardware and software issues
can be resolved from the same suite of tools.
Integrate with your CRM
The tool can be seamlessly launched from
any CRM console, enabling full knowledge
base synchronization.
USE CASES
FULL-SCREEN MIRRORING
View mobile device settings
View running applications
Provide app installation guidance
Share information about new services
Operation system troubleshooting
Assist with website navigation
APPLICATION MIRRORING
Resolve billing queries and disputes
Modify account settings
Promote subscriptions to new services
Provide self-service education to avoid future
calls
Assist with operating specific applications
Help customers fill out forms
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MOBILE MIRRORING BY CSG VISUAL CONNECT | 3
© 2020 CSG SYSTEMS INTERNATIONAL, INC. AND/OR ITS AFFILIATES (“CSG”). ALL RIGHTS RESERVED. CSG® IS A REGISTERED TRADEMARK OF CSG SYSTEMS INTERNATIONAL, INC.
KE Y BENEFITS
Enhance CX while addressing your
customers’ privacy concerns
Resolve more issues quickly with minimal
effort
Increase agent productivity with an
interactive visual solution
Reduce service costs by avoiding repeat
calls and technician visits
Increase customer lifetime value through
timely upsell
Drive adoption of new digital products and
services
ABOUT CSGFor more than 35 years, CSG has simplified the
complexity of business, delivering innovative customer
engagement solutions that help companies acquire,
monetize, engage and retain customers. Operating
across more than 120 countries worldwide, CSG
manages billions of critical customer interactions
annually, and its award-winning suite of software and
services allow companies across dozens of industries to
tackle their biggest business challenges and thrive in an
ever-changing marketplace. CSG is the trusted partner
for driving digital innovation for hundreds of leading
global brands, including AT&T, Charter Communications,
Comcast, DISH, Eastlink, Formula One, Maximus, MTN
and Telstra.
To learn more, visit our website at csgi.com and connect
with us on LinkedIn, Twitter and Facebook.
First Contact Resolution Rate
Average Handle Time
Customer Satisfaction
Customer Lifetime Value