Value in Visual Customer Support
In today’s fast-paced customer experience landscape, the pressure is on to resolve issues faster, reduce handle times, and deliver personalized support across every interaction. But there’s a gap that too many contact centers still face: agents can’t see what customers are seeing.
SightCall Snap is here to change that.
SightCall Snap is a lightweight visual customer support solution natively embedded into NiCE CXone. See for yourself in in the NiCE CXexchange. It empowers both voice and digital (chat) agents to request and receive photos, media, and documents from customers—without launching a live video call. It gives agents real-time visual clarity to resolve issues faster, more accurately, and without escalation.
The Service Breakdown from Lack of Visual Context
Agents are often forced to diagnose issues with limited or unclear customer descriptions. Whether it’s a damaged product, a hard-to-read serial number, or an installation gone wrong, customers struggle to explain—and agents are left guessing. Without visual validation, the outcome is almost always the same: longer handle times, escalations, and poor experiences.
Even in the most sophisticated omnichannel contact centers, support teams rely on disconnected workflows: asking customers to send emails, switching between tools, or following up hours—or days—later.
Snap eliminates this friction and empowers agents with what they’ve always needed: the ability to see the issue.
Visual Customer Support for NiCE CXone Voice and Chat Agents
SightCall Snap delivers visual customer support directly within the NiCE CXone agent interface. Whether the interaction starts on the phone or in chat, agents can initiate a Snap session in seconds.
Here’s how it works:
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From within NiCE CXone, the agent clicks the SightCall Snap button embedded in the pop-out widget.
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A secure, session-specific Snap link is generated and copied to be sent to the customer via SMS, email, NiCE chat, or WhatsApp.
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The customer opens the link (no app download required) and is guided to take a photo, upload images, attach documents, or share a pre-recorded video.
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Uploaded media appears in real time in the agent’s Snap window—streamlined, logged, and tied to the active CXone session.
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The agent reviews the uploaded media and can zoom in on photos for enhanced visual understanding of the issue.
Snap gives agents the information they need, in the moment of service—without disrupting the conversation.
Seamless NiCE CXone Integration
Unlike generic file upload tools or browser-sharing plugins, SightCall Snap is purpose-built for NiCE CXone. It uses SightCall’s prebuilt widget architecture and NiCE scripting to behave like a native capability—no toggling, no added complexity.
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Fully integrated via pop URL in the CXone desktop
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Available in each NiCE voice or chat session
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Real-time alerts when photos are taken and uploads are received
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Security and compliance mandates met during the entire interaction
Snap ensures every interaction is consistent, compliant, and fast.
The Business Value: Visual Context that Moves the Metrics
By giving agents instant access to visual evidence, Snap dramatically improves support performance across key metrics:
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Boost First Contact Resolution (FCR) by eliminating guesswork
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Reduce Average Handle Time (AHT) with quicker diagnosis
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Lower Escalation Rates by empowering Tier 1 agents
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Improve CSAT by resolving issues the first time, every time
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Elevate Agent Productivity with fewer repeat contacts
Snap is helping NiCE customers modernize customer service delivery in high-volume environments like e-commerce, retail, insurance, telecom, and consumer electronics.
Ideal Use Cases Across Voice and Chat Channels
Because Snap supports asynchronous media collection, it’s perfect for mobile-first, bandwidth-sensitive, and high-volume visual customer support scenarios. Examples include:
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A chat agent verifying product damage by requesting a real-time photo
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A voice agent confirming a serial number via a screenshot
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A customer uploading a warranty document mid-conversation
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A warranty customer submitting proof for a claim during the first contact
Snap empowers your support teams to act immediately—no callbacks, no follow-ups, no disconnected workflows.
How Snap Stands Apart
SightCall Snap offers clear advantages over conventional alternatives:
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More than co-browsing: Snap captures real-world images, not just browser screens
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No app required: Mobile-optimized and friction-free for customers
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Lighter than live video: Asynchronous by design, with faster turnaround for more agent roles
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CXone-native: Built for NiCE, not bolted on
And with audit-friendly data handling, it supports compliance requirements for regulated industries like finance and healthcare.
Transform Service Interactions With Visual Context
If your agents are still relying on guesswork or post-call follow-ups to resolve issues, it’s time to upgrade the experience. SightCall Snap provides a smarter, faster, more customer-friendly way to resolve service requests across NiCE CXone voice and chat channels.
It’s visual support that works at scale—designed to improve your most important KPIs from day one.
Snap it. Solve it. Elevate your CX.
