Japanese Telecommunications Giants KDDI Evolva & Terilogy Partner with TechSee to Launch “Video Support Service”

Japanese Telecommunications Giants KDDI Evolva & Terilogy Partner with TechSee to Launch “Video Support Service”


TechSee, a next-generation visual customer assistance solution, and KDDI Evolva will start  providing a new contact center “Video Support Service” utilizing video from May 2022. This new solution combines TechSee’s video support for contact centers, using Web-RTC technology and KDDI Evolva’s know-how and experience in building, operating, and improving contact centers for major Japanese companies.

Customers in Japan will simply tap on a URL sent by the operator via SMS to access the “Video Support Service”, where they can share visual information such as images captured by smartphones and other devices in real time while talking with operators sourced by KDDI Evolva.

The new “Video Support Service” will provide remote support for services that require setup,  installation, and repair of customer equipment, Internet services, home appliances, home  products, and other businesses, as well as on-site support for insurance companies that need to confirm the status of accidents and property damage.

TechSee, which enables remote support without dispatching technicians or other human resources, is already used by five of the top ten European and North American telecommunications carriers. Terilogy and KDDI Evolva will continue to work together to create best practices in the region that will serve as a reference for the call center market in Japan, improving CX and promoting DX for enterprise. Following is the original, translated Press Release.

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Terilogy KDDI Evolva

May 23, 2022
Terilogy, Inc.
KDDI Evolva Corporation

Terilogy and KDDI Evolva Launch Partner Collaboration for “TechSee” Visual Support Tool KDDI Evolva’s formal release of “Video Support Service,” a contact center that resolves issues using video and voice.

Terilogy Co, Ltd. (headquartered in Chiyoda-ku, Tokyo; Akihiko Abe, President & CEO; hereinafter “Terilogy”) and KDDI Evolva Corporation (headquartered in Shinjuku-ku, Tokyo; Hajime Wakatsuki, President & CEO; hereinafter “KDDI Evolva”) have concluded a distributorship agreement for the next-generation visual customer assistance solution “TechSee “*1. TechSee “*1, a next-generation visual customer assistance solution, and KDDI Evolva will officially start providing a new contact center “Video Support Service” utilizing video from May 2022.

The “Video Support Service” is a contact center service that combines TechSee’s video support using Web-RTC technology and KDDI Evolva’s know-how and experience in building, operating,
and improving contact centers for major Japanese companies. Customers will be able to easily communicate the content of their inquiries to operators with visual information by sharing images captured by smartphones and other devices in real time while talking with operators. In addition, video-based operations lead to intuitive understanding by customers. This will increase the primary resolution rate for complex inquiries that cannot be resolved by conventional telephone or chat, or for repairs that require dispatch of technicians, thereby improving loyalty and CX, and increasing corporate productivity.

The “Video Support Service” provided by Terilogy and KDDI Evolva has already been introduced to technical support centers (call centers) of Japanese companies, and has a proven track record in operation design and management.

Features of “Video Support Service” using “TechSee” The “Video Support Service” will provide remote support for services that require setup, installation, and repair of customer equipment, Internet services, home appliances, home products, and other businesses, as well as on-site support for insurance companies that need to confirm the status of accidents and property damage. Customers simply tap the SMS (short message service) URL sent by the operator. In addition, “Video Support Service” can be used without privacy-concerns since it will not store video and has an option to use photo mode.

Features of “Video Support Service” using “TechSee”

The “Video Support Service” will provide remote support for services that require setup, installation, and repair of customer equipment, Internet services, home appliances, home products, and other businesses, as well as on-site support for insurance companies that need to confirm the status of accidents and property damage. Customers simply tap the SMS (short message service) URL sent by the operator. In addition, “Video Support Service” can be used without privacy-concerns since it will not store video and has an option to use photo mode.

  1. Agent introduces TechSee to the customer;
  2. Customer taps the link;
  3. A video session is initiated to support the customer.
  • Supporting Web browser using WebRTC (*2) (no application installation required)
  • Easy operation and extensive visual guides that can be used by people of all ages (TechSee user satisfaction rate of over 90%) (*3)
  • Drawing and marking on images by AR technology, and abundant amount of image editing commands promote more visual understanding and solutions
  • Contact center start-up, design, construction, and operation of existing contact centers based on our extensive experience in technical support
  • Propose improvements by using satisfaction index measurement, survey function, and survey tabulation function
  • Various digital channel integrations leading to enhanced customer contact and window automation (*4)

Implementation Process

Implementation Process Terilogy

TechSee,” which enables remote support without dispatching technicians or other human resources, is being introduced mainly by major European telecommunications carriers as a new DX solution for infection control, and its use is expanding among Japanese companies as well. Terilogy and KDDI Evolva will continue to work together to create best practices that will serve as a reference for the call center market in Japan, and to solve the issues of improving CX and promoting DX in the enterprise. In addition, both companies will consider how to provide customers with smooth and speedy problem-solving in the area of video support.

*1. TechSee is a next-generation visual customer assistance solution developed and provided by TechSee Augmented Vision Ltd. of Israel (CEO & CO-Founder: Eitan Cohen, Head Office: Herzelia, Israel).
*2. WebRTC (Web Real-Time Communication) is a mechanism that enables real-time communication via API to web browsers and mobile applications. KDDI Evolva’s “Video Support Service” employs communication via a web browser.
*3. According to Terilogy research. Survey of “TechSee” usage by call centers that receive a large number of incoming calls from senior customers.
*4. When introducing the “Video Support Service”, we can confirm the issues of the contact center, make proposals and provide solutions from the perspective of the center’s overall operations. We solve various issues in the customer support area, such as visual IVR that leads to enhanced customer contact, chatbots using AI, automation using voicebots, and streamlining back-office operations using RPA.

About Terilogy Co., Ltd.

Head Office: Hulic Kudan Building 4F, 1-13-5 Kudan-kita, Chiyoda-ku, Tokyo 102-0073, Japan
Established: July 1989
Representative: Akihiko Abe, President and Chief Executive Officer
Capital: 1,581,306 thousand yen (Securities code: 3356 Tokyo Stock Exchange “Standard Market”)
Business activities: Import and sales of overseas hardware and software products / Sales of networkrelated products / System consulting and construction and education for end users / Network construction and installation (construction license obtained) / Maintenance services for networkrelated products / Development of application software Company URL: https://www.terilogy.com

Terilogy Co., Ltd. handles a wide range of products from hardware to software and service offerings
to meet market and customer needs in four core segments: security, networking, monitoring, and
solution services, It is a technology value creator. With more than 300 customers, mainly large
corporations and telecommunications carriers, the company has extensive experience and a proven
track record in network-related business.

About KDDI Evolva Corporation

Head Office: Shinjuku First West, 1-23-7 Nishi-Shinjuku, Shinjuku-ku, Tokyo 160-0023, Japan
Established: May 1996
Representative: Hajime Wakatsuki, President and Representative Director
Capital: 100 million yen (100% owned by KDDI Corporation)
Business description: BPO (Business Process Outsourcing) business centered on contact centers
Company URL: https://www.k-evolva.com/

KDDI Evolva is developing a BPO business centered on contact centers. We provide BPO services that integrate people and IT solutions utilizing technologies such as AI, RPA, and eKYC, and contribute to the realization of customer success by improving CX and promoting DX through a wide range of high quality communication services based on our experience and expertise in providing such services to companies in a wide range of industries.

  • KDDI Evolva is Reseller of TechSee in Japan.
  • Product and company names in this release are trademarks or registered trademarks of their respective
    companies.

Inquiries from the press shall be directed to:
Terilogy Co., Ltd.
Public Relations Office
TEL:+81-3-3237-3291
E-mail: [email protected]

For inquiries about our services, please contact:
Terilogy Co., Ltd.
Dept. of Alliance Strategies
TEL:+81-3-3237-3291
E-mail: [email protected]

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