Impact of 5G Evolution

5G is the fifth generation of mobile wireless communications technology — By using higher-frequency bands, it delivers lower latency, faster speeds, and higher load capacity.
Lower latency leads to real time like experience and technologies like AR/VR/MR which involves video transmission would get huge boost from it. With today’s smartphones being power packed with high compute and memory, utilizing video based support using 5G would enhance customer experience especially in the area of remote technical support.

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Touchless-support

Contactless support for remote installation, troubleshooting & assistance

Augmented Reality is merging of real and virtual environments where real world is overlayed by virtual objects, and this is what is achieved through contactless remote support.

Contactless support provides live assistance over video call that is the future of tech support. Imagine an ecosystem where your agents, on-ground technicians as well as customers can get on a video call with specialists to resolve issues instead of booking field visits which lead in frustrating customers and rising support costs. Real time visual engagement backed with mixed reality helps in making this possible.

Evolution of support for Telecom Operators

Visual Engagement

Visual engagements have come a long way now and humans have moved from text to images and images to video. The next step here is a video conference with agents which helps in agents getting visibility of devices and accordingly being able to help customers navigate through the next best step for resolving and technical support which will be required. This helps in faster resolution and reducing field visits.

Visual Engagement

Co-browsing

A consent-based approach where remote tech support team sends a message to customer to allow camera permission for the call. This allows agent to see the hardware in real time basis. Agent can now suggest troubleshooting steps using annotations and mixed reality using which customer can perform steps, if necessary, on the device. This results in reducing AHT for tech support calls and avoiding unnecessary field visits.

Co-browsing

Annotation

Agents can now show visual poach marks to customers which can be viewed on their mobile screen while pointing towards a router, IPTV or other connected device with highlights as well as text messages about next steps to be undertaken. These steps can be highlighted with different shapes and colors. Even field technicians can get help from expert specialists while fixing telecommunications equipment.

Annotation

Augmented Reality

There are multiple use cases of augmented reality starting from product consulting, support and eventually retail sales. This leads to better first call resolutions and faster conversions that help in driving digital adoption among customers.

Mixed Reality

Our Solutions

Mobile-device-management.

Mobile Device Management

Mobile Device Management Solution for telecom operators helps to detect new devices over the network and authenticate them with right settings over the air (OTA) for a seamless onboarding experience. Create custom campaigns using device intelligence to send curated messaging enhance data ARPU.

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Device-Diagnostics

Device Diagnostics

Self-diagnose technical issues related to devices and provide users with quick resolutions to fix them. Helps in decreasing NFF returns as well as device trade in by calculating device value depending on device performance.

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Home-fixed-line-Support

Fixed Line Support

Integrating with your backend systems, thus allowing contact center agents to drive co-browsing with customer consent to remotely fix issues, thereby reducing field visits by engineers, also reducing overall support costs.

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Proactive

Proactive Care

Telecom Operators can reduce service costs by 20 to 40% by providing proactive care while enhancing customer experience.

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