The product team at SightCall is excited to announce a new release that is now available to all of our customers. With this release we are providing a rich toolset to help field service workers and mobile experts to be more productive. We’ve also introduced a number of features that improve SightCall when integrated into third party systems, such as Salesforce or Zendesk.
SightCall is a leader when it comes to remote visual assistance. By using SightCall, field service workers can quickly establish a live video call with a remote expert to diagnose challenging issues encountered in the field. This alleviates additional truck rolls and results in problem resolution on the first visit.
With this new release we are increasing the level of efficiency by introducing a set of new features for field service workers to address issues without the need to escalate to a remote expert. These self-guided assistance features work seamlessly with your backend field service management, trouble ticketing, and work order management system.
The SightCall app is designed for remote experts to deliver assistance from their mobile device while on the road. Field service workers can use the SightCall app to complete work orders quickly without additional truck rolls required. In this release we’ve added some new key features:
- New User Interface – The SightCall app has been redesigned for ease of use. With more service organizations adopting video technologies to remotely perform field service work and assistance, it is critical that any technology is easy to use. With the new SightCall app onboarding users is simple and straightforward.
- Media Upload – Using the SightCall app field service workers can upload photos, videos, and files directly from their mobile device. When SightCall is integrated to a CRM or other systems, the files can be automatically attached to the case, work order, etc. This reduces the workload for field technicians when they need to document work or perform inspections.
- Smart Optical Character Recognition (OCR) – Data entry can be painful and error prone, especially when it's repetitive. With the new Smart OCR feature the SightCall app can be used to scan documents using the camera on the mobile device. Only the relevant text on the document is extracted from the document and then automatically synchronized with an integrated system such as Salesforce. The user can create or update the record in Salesforce with a simple tap, eliminating the process of tediously typing data using a touchscreen.
The SightCall platform has a large ecosystem of partners. SightCall is the visual assistance tool of choice for many organizations using CRM, FSM, trouble ticketing, and even proprietary systems. In this release we have added a number of new capabilities for SightCall when integrated into third party systems, such as Salesforce.
- Salesforce Communities – The SightCall for Salesforce integration is very sophisticated allowing it to work in Salesforce Service Cloud, Health Cloud, Field Service Lightning and even Einstein Chat Bot. We have extended our Salesforce integration to now include support for Salesforce Communities. With this integration remote experts can launch video assistance sessions directly from within Salesforce and integrated into Salesforce Omnichannel.
- Salesforce Dashboard – Salesforce dashboards are a great way to track operational and business performance. However, it can be difficult to gain business insights when you have silos of data in separate systems. You can now push usage data from SightCall directly into a Salesforce dashboard which combines the SightCall specific data combined with relevant business data in Salesforce. Unlock critical BI to see how SightCall visual assistance improves business outcomes.
- Custom Microservice – SightCall has turnkey integrations with several systems including Salesforce, Zendesk, ServiceNow and others. But what if you’re using a system that we haven’t integrated with? No problem. Leveraging our custom microservice architecture SightCall can design, build, and maintain a SightCall integration with your existing backend system. The custom microservice can be used to integrate SightCall visual support directly into your system enabling for tightly integrated workflows and synchronized data.
WebRTC is a great way to improve user experience by eliminating the need to download or install any software. We’ve continued to improve our WebRTC support with this release.
- Automatic Call Distribution (ACD) Support – You can now support inbound ACD use cases with the guest connecting using WebRTC.
- Recording – You can now record live video support sessions when WebRTC is used in the use case.
- Multiparty – You can now host multiple guests during a video support session when using WebRTC to connect.
We have a number of improvements found in this release which improve overall usability of the SightCall platform.
- Huawei App Store - The SightCall Visual Support app is now available from the Huawei app store.
- Webhook – You can now setup a webhook from the SightCall service anytime call report is generated or anytime a new file is deposited to a media endpoint.
- Usage Dashboard – Admin users can now access detailed dashboards to analyze their usage of the SightCall service.
For more information about this new release, contact bizdev@sightcall.com.
