SightCall Upgrades Video Stream Contact Center Solution



Salesforce AppExchange solution provider SightCall has released a new version of SightCall Video Support Agent for Salesforce that enables deeper interaction between contact center agents and customers.

Highlights of the new version of SightCall Video Support Agent include:

  • Android and iOS Mobile Support: SightCall demonstrated new apps planned for the Apple iTunes and Google Play stores. An advantage of the new mobile apps is the customer or field service agent’s ability to use their camera to show a support agent their situation or problem.
  • New Agent/Customer Interactive Features: New features enable customer service agents and their customers to co-browse and interact using a pointer and annotation features over the live video stream or co-browsing session. SightCall also has a new feature that enables customer service agents to directly open Web pages on a customer’s device.
  • Video Stream Manipulation and Capture: Agents can freeze or pause the live video stream making it easier to review, draw and make annotations as the situation is discussed. A new “snap-shot” feature provides an easy method to capture marked-up video stream.

“Our goal was to create a customer service experience that would surpass Amazon Mayday and Salesforce SOS for Apps and to deliver it in a simple AppExchange package,” said SightCall CEO Thomas Cottereau, in a statement. “Unlike Salesforce SOS which will only work with mobile apps, and Amazon Mayday which only works on Kindle Fire, our AppExchange solution universally works in all Salesforce environments.”