# SightCall: Full Platform Documentation > SightCall VISION is an enterprise video intelligence platform for service organizations. It connects remote experts, field technicians, and customers through live AR-enhanced video, turns real service work into expert-reviewed knowledge for people and AI agents, and uses AI analytics to surface operational patterns. Enterprise service organizations use it to resolve issues faster, reduce unnecessary site visits, and scale institutional expertise across their teams and AI agents. Last updated: 2026-09-30 --- ## 1. Company Overview SightCall was founded in 2008 by Thomas Cottereau and Antoine Vervoort, who identified a gap in how businesses delivered support: teams were blind to what was happening on-site. The company's headquarters is listed as San Francisco, with the HQ office at 2000 Broadway Street, Suite 250, Redwood City, CA 94063. Additional offices are in Paris (17-21 Rue Saint Fiacre, 75002 Paris), Frankfurt (SightCall GmbH, Main Tower), and London (SightCall Limited, Rivington House, 82 Great Eastern Street, EC2A 3JF). **Positioning:** SightCall transforms service expertise into operational intelligence by combining visual support, AI, and knowledge automation, helping organizations capture what they know, scale what works, and deliver better service at every interaction. **Leadership:** - Thomas Cottereau (Chief Executive Officer and co-founder) - Ronan Souberbielle (Chief Operating Officer) - Frédéric Navarre (Chief Technology Officer) - Sophie Walch (VP, Finance) - David Swift (VP, Product Marketing) - Evan Silverberg (VP, Customer Success) - Adeline Anglade (VP, Global HR) - Matthieu Piquet (VP, Security) **Board of Directors:** Thomas Cottereau (CEO, SightCall), Ronan Souberbielle (COO, SightCall), Damien Fietta (Portfolio Operations Director, Eurazeo), Alban Wyniecki (Partner, Infravia Capital Partners), and Paul Limbrey (Director, Platforms, Americas at Google). SightCall is backed by Eurazeo and Infravia Capital Partners. SightCall serves hundreds of enterprise customers worldwide across field service, customer service, insurance, and healthcare. Recognized by Fast Company as a top-4 Augmented Reality innovator in its World's Most Innovative Companies list. --- ## 2. Platform: SightCall VISION SightCall VISION is the platform umbrella: a video intelligence platform that helps service teams solve problems remotely, capture knowledge automatically, uncover insights, and continuously improve service performance. ### 2.1 Core Products - Remote Visual Support: Live video sessions with AR tools for real-time issue resolution - Insights: AI analytics layer that analyzes session data to surface operational trends - Xpert Knowledge: AI that turns service sessions and videos into expert-reviewed multimedia tutorials, delivered to technicians, support teams, customers, and AI agents Visual AI (computer vision, defect detection, and OCR data capture) is documented as a capability set on its own page; see Section 6. These products share a common network, data layer, and integration architecture. Organizations can deploy them individually or together. **Platform-level outcomes:** 44% fewer onsite dispatches, 50% faster time to productivity for service teams, 30% improvement in first-time fix rates (homepage); 69% decreased average resolution time and 25% increased CSAT (VISION overview page). ### 2.2 Applications and Extensions - **Expert App** (https://sightcall.com/platform/expert-app/): Mobile app for field technicians, built on Xpert Knowledge. See Section 5.6. - **Xpert Knowledge Integrations** (https://sightcall.com/platform/xpert-knowledge/xpert-knowledge-integrations/): REST APIs and a SightCall MCP server for delivering reviewed knowledge into other systems and AI agents. See Section 5.7. ### 2.3 Platform Use Cases - **Preserve and Share Expertise** (https://sightcall.com/platform/preserve-and-share-expertise/): Capturing expertise during real troubleshooting and support interactions and turning it into expert-validated guidance, without asking experts to stop and document what they know. Stated benefits: fewer escalations, faster onboarding, more consistent resolutions, and knowledge that stays with the organization as experienced employees change roles or leave. - **Accelerate Time to Productivity** (https://sightcall.com/platform/accelerate-time-to-productivity/): Getting new technicians and support staff productive faster. Combines live expert help (Remote Visual Support), reusable guidance drawn from real service work (Xpert Knowledge), and analysis of recurring escalations and knowledge gaps to focus training and coaching (Insights). - **Automate Multimedia Content Creation** (https://sightcall.com/platform/automate-video-content-creation/): Replacing traditional training and support content production (planning, recreating procedures, recording, editing) with tutorials generated from service interactions that are already happening, reviewed by experts, and refreshed from new interactions as products and procedures change. --- ## 3. Remote Visual Support ### 3.1 What It Does **URL:** https://sightcall.com/platform/remote-visual-support/ Remote Visual Support connects field service engineers, adjusters, customers, and support teams with experts through live video, so they can see and diagnose the same problem in real time. Sessions can be launched from a CRM, field service platform, contact center, SMS, email, or QR code. End users (customers, field technicians) do not need to download an app; they join via a WebRTC-powered browser link. The expert uses a desktop or mobile agent console. ### 3.2 Core Session Capabilities **Live Video:** - High-definition, one-way and two-way video streaming - Adaptive bitrate streaming maintains session quality in low-bandwidth environments - Multi-party sessions: supervisors, specialists, or additional experts can join a live call without disrupting the customer experience - Screen sharing, in-session chat, and remote camera controls **Augmented Reality Tools:** - AR annotations: experts draw, point, and place markers on the user's physical environment in real time - Freeze-frame capture with image markup: pause the video feed, annotate the frozen frame, and share it back - Measurement overlays and spatial pointers **Data Capture:** - OCR (Optical Character Recognition): automatically reads serial numbers, labels, gauges, and handwritten notes from the live video feed - Barcode and QR code scanning - Smart scanning for structured data extraction directly into service systems **Async Workflows: SightCall Snap:** When live video is impractical (low connectivity, customer preference, or time-zone mismatch), SightCall Snap enables asynchronous photo and video sharing. Policyholders, technicians, or customers capture images or short video clips; these sync into the session record automatically once connectivity improves. SightCall Snap is particularly important in insurance claims and customer service voice contact centers. **Session Management:** - Pre-call readiness checks verify audio, video, and network connectivity before the session begins, reducing failed starts - Consent-based session recording with configurable controls - Real-time translation for cross-language sessions - GPS and timestamp verification for location-stamped evidence (especially used in insurance) - Reporting dashboards tracking first-time fix rates, avoided truck rolls, resolution times, and CSAT **Documentation and Evidence Capture:** Photos, videos, annotations, and service records are captured automatically for compliance, reporting, and future reference. **Knowledge Capture:** Sessions can feed Xpert Knowledge automatically, so expertise shared during a live call becomes a reviewable tutorial (see Section 5). **Sustainability Tracking:** SightCall automatically tracks ESG-relevant metrics: each avoided site visit generates quantifiable CO2 reduction data that can feed into sustainability reporting and corporate accountability frameworks. ### 3.3 Measured Outcomes (Remote Visual Support) - 59% reduction in time to repair on site - 69% decrease in average resolution time - 25% increase in CSAT --- ## 4. Insights ### 4.1 What It Does **URL:** https://sightcall.com/platform/insights/ Insights is an AI analytics product that operates continuously across SightCall support sessions. Rather than requiring manual reporting or structured ticket data, Insights analyzes what actually happens during live visual sessions and surfaces operational patterns that would otherwise remain invisible. ### 4.2 How It Works Every remote support session generates operational data: troubleshooting signals, outcomes, escalation patterns, diagnostic steps, and visual evidence. Insights anonymizes and analyzes this session data using AI, then surfaces findings through a dashboard and a plain-language AI chat interface. Service leaders can ask questions in natural language (e.g., "What issues cause the most escalations?") and receive data-backed answers without digging through reports. Insights can also pass data to existing BI tools, adding value to analytics workflows already in place. Insights connects with Xpert Knowledge to identify knowledge gaps and direct new knowledge capture. ### 4.3 What Insights Reveals - **Service efficiency trends:** KPI tracking across resolution rates, dispatch rates, escalation rates, and first-time fix performance - **Repeat failures:** Issues that recur across different jobs, locations, or customers; identifying product defects, training gaps, or systemic documentation problems - **Escalation hotspots:** Where technicians consistently need expert backup, indicating where Tier 1 needs more support or knowledge - **Knowledge gaps:** Situations where tacit expert knowledge is required to resolve an issue, surfacing opportunities to capture and scale that expertise - **Dispatch drivers:** Understanding why truck rolls happen, enabling better pre-diagnosis and remote resolution workflows - **No-fault-found trends:** Identifying cases where dispatched technicians found nothing wrong; a major cost driver in field service ### 4.4 Privacy Insights analyzes anonymized and redacted session data. Metrics are AI-generated based on session analysis; they are intended for trend analysis and operational prioritization rather than audited engineering statistics. ### 4.5 KPIs Tracked Remote resolution rate, dispatch rate, escalation rate, no-fault-found trends, part failure identification, diagnostic uncertainty, recurring issue patterns, tacit knowledge dependency, first-time fix improvement, and average resolution time. --- ## 5. Xpert Knowledge **URL:** https://sightcall.com/platform/xpert-knowledge/ ### 5.1 What It Does Xpert Knowledge uses AI to transform real service videos into reviewed, searchable multimedia procedures for technicians, support teams, customers, and AI agents. The goal is to capture tacit expertise (the know-how that experienced technicians carry but rarely document) before it is lost to retirement, turnover, or the end of a session, so that an expert only has to solve a problem once. ### 5.2 Knowledge Sources - SightCall Remote Visual Support sessions (video, audio, images, annotations, and other visual data captured automatically) - Videos recorded or uploaded from mobile devices, including through the Expert App - External video recordings, including recordings from third-party remote visual support tools - Training videos and existing technical documentation ### 5.3 How It Works (Four Steps) **Step 1: Capture expertise:** Knowledge is captured from Remote Visual Support sessions, video recordings, training videos, and real service work as it happens, without requiring technicians to document each resolution manually. **Step 2: Create knowledge:** AI identifies key moments, organizes content, generates summaries, and produces searchable, step-by-step multimedia tutorials combining text, images, annotated visuals, video segments, and audio transcripts. **Step 3: Validate it:** Experts and content managers review, edit, approve, publish, or reject content before it is shared. Newly generated content is kept separate from expert-reviewed guidance. **Step 4: Put it to work:** Published knowledge is delivered across the service ecosystem: to technicians, support teams, customers, and AI agents, through the Xpert Knowledge Library, the Expert App, public links, and integrations. ### 5.4 Key Capabilities **Capture:** session ingestion, external video import, enterprise AI integrations. **AI structuring and generation:** AI content generation that extracts issues, resolution steps, equipment context, images, and metadata; embedded video and images; AI-generated visual schematics; a multimodal knowledge graph. **Validation and improvement:** human review workflows, version history and approvals, tutorial lifecycle management, and AI recombination for continuous refinement. **Discovery and application:** natural-language search that understands service context, context-aware recommendations, an AI co-pilot expert assistant, and the Expert mobile app. **Impact and optimization:** knowledge gap detection, adoption metrics, and automatic content enrichment, with a connection to SightCall Insights. **Xpert Knowledge Library:** Tutorials are stored in a searchable library. Users can ask Xpert Knowledge AI natural-language questions or search by title, equipment type, creator profile, creation date, and other filters. Tutorials can also be shared through public links. **Roles:** Field technicians, content creators, trainers, technical writers, and new hires capture expertise; content managers review and approve tutorials. Organizations decide whether service team members, AI agents, and customers can access published knowledge. ### 5.5 Data Protection - PII and PHI are redacted automatically during knowledge generation - Human-in-the-loop review and governance workflows let organizations remove or sanitize sensitive information before publishing - Customer data is not used to train AI models ### 5.6 Expert App **URL:** https://sightcall.com/platform/expert-app/ The SightCall Expert App is a mobile field service knowledge app that gives technicians access to Xpert Knowledge and lets them contribute to it from the field. It is intended for field service technicians, service engineers, technical support teams, trainers, and subject matter experts working with complex equipment. **Capabilities:** - **Browse and search:** search expert-reviewed tutorials in natural language; relevant content is recommended automatically; key tutorials can be pinned; technicians can rate tutorial usefulness - **Ask AI Expert:** task-specific guidance grounded in the organization's Xpert Knowledge, through text chat, voice, photos, or a live camera view of the equipment for hands-free use - **Contribute expertise:** record video in the app or upload existing video and photos from the device; Xpert Knowledge turns contributions into structured tutorials for expert review - **Offline access:** previously viewed tutorials remain available offline and update automatically when new versions are released; videos captured offline upload automatically when connectivity returns - **Share:** open a tutorial and share it with a colleague directly from the app **Downloads:** - iOS: https://apps.apple.com/us/app/sightcall-expert/id6762464012 - Android: https://play.google.com/store/apps/details?id=com.sightcall.sightcallexpert ### 5.7 Xpert Knowledge Integrations (APIs and MCP) **URL:** https://sightcall.com/platform/xpert-knowledge/xpert-knowledge-integrations/ Xpert Knowledge integrations deliver reviewed multimedia guidance into the workflows, applications, and AI experiences service teams already use, rather than adding another standalone knowledge portal. **Xpert Knowledge REST APIs:** Retrieve, display, and manage Xpert Knowledge in another system. Suited to matching work orders, cases, or tickets with relevant tutorials; bringing tutorials into existing knowledge platforms; adding knowledge search or conversational guidance to custom desktop or mobile applications; and ingesting externally recorded video into Xpert Knowledge. **SightCall MCP Server:** A dedicated Model Context Protocol server that gives compatible enterprise AI agents access to reviewed Xpert Knowledge during natural-language interactions. Suited to enterprise AI assistants and copilots, natural-language knowledge discovery, and extending field-grounded expertise into compatible AI ecosystems. APIs provide programmatic access for applications and workflows; MCP is designed for AI systems. Organizations can use either or both. **Connectable systems:** Salesforce Service Cloud, Microsoft Dynamics, Zendesk, Cognigy MCP, Aquant MCP, Neuron 7 MCP, Microsoft Copilot, Gemini, Claude, ChatGPT, and internal RAG and agentic systems. Integrations are customer-built on these interfaces; availability and implementation approach vary by platform and use case. **Knowledge made available:** tutorials, procedures, assets, issues, parts, service sessions, and related context. Integrated content links back to source tutorials for traceability. Xpert Knowledge complements existing CRM, FSM, KMS, and LMS platforms rather than replacing them. ### 5.8 Use Cases - Onboarding: new technicians reach proficiency faster by learning from real Tier 2 resolutions rather than static manuals - AI grounding: structured, expert-reviewed tutorials give AI agents service-specific institutional knowledge instead of generic model knowledge - Shift-left enablement: empowers Tier 1 agents and customers to self-resolve issues that previously required escalation - Knowledge preservation: captures expertise before veteran technicians retire - Content production: replaces manual documentation and video production with tutorials that can be reviewed and published in minutes ### 5.9 Measured Outcomes - 40% improved first-time fix rate (reported by Xpert Knowledge users) - 25% increased CSAT - 30% improvement in time to proficiency (energy sector customer example) - Training ramp time cut from 6 weeks toward 3 weeks (customer quote) **Market context cited by SightCall:** 85% of executives say knowledge loss is mission-critical; 92% of companies don't capture critical knowledge before employees leave; 25% of global workers will be 55 or older by 2030. --- ## 6. Visual AI **URL:** https://sightcall.com/platform/visual-ai/ ### 6.1 What It Does Visual AI applies computer vision and generative AI to live video feeds, photos, and captured images, enabling service teams to identify issues, extract data, and guide decisions without relying on verbal descriptions. ### 6.2 Capabilities **SMART Code and Label Detection (OCR):** Automatically detects and reads text, codes, serial numbers, barcodes, QR codes, gauges, and handwritten information from the video feed or captured images. Matches extracted data to asset records and knowledge systems, giving teams instant access to searchable, structured information. Automating data capture can reduce manual data entry work by up to 80% (DocuClipper data entry statistics, cited by SightCall). **Computer Vision (Defect and Pattern Detection):** Classifies and recognizes patterns in live video and still images. Use cases include spotting corrosion, wear and tear, missing parts, assembly errors, and damage. Shortens diagnostic time and reduces the need for repeat inspections. **Multimodal Generative AI:** Turns captured photo and video service data into visual problem-solving guides for customers, technicians, and remote experts. Rather than generic AI responses, these guides are grounded in actual service interactions and institutional knowledge, reducing the risk of AI hallucination in high-stakes service scenarios. ### 6.3 Market Context Per data cited by SightCall: 78% of high-performing field service organizations already use AI technologies, and computer vision adoption is expected to grow 270% over four years. Technicians spend an average of 52% of their time on data capture tasks, manual and digital (Service Council research); Visual AI directly addresses this. --- ## 7. Solutions ### 7.1 Field Service **URL:** https://sightcall.com/solutions/field-service/ SightCall's field service solution targets organizations that dispatch technicians to customer sites, with a focus on reducing the number of dispatches that should be resolved remotely (truck roll reduction), improving the outcome of dispatches that do occur (first-time fix rate improvement), and capturing field expertise as trusted knowledge. **Primary use cases:** - Remote pre-diagnosis before a truck is dispatched - Expert guidance for on-site technicians during complex repairs - Remote factory acceptance testing (FAT), reducing travel for machinery commissioning - Knowledge capture from experienced technicians to train the next generation **Featured capabilities in field service context:** - AR annotations and spatial pointers for precise guidance in tight spaces or complex machinery - OCR scanning to capture serial numbers, part codes, and readings at the point of service - Real-time translation for multi-language global operations - Multi-party calls to bring in specialists during live sessions - Async image sharing when connectivity is limited - Expert App for tutorial search, AI Expert guidance, and offline knowledge access in the field **Measured outcomes (field service):** - 50% fewer truck rolls - 20% increased first-time fix rate - 25% increased CSAT - 5x savings on field service operations - 69% decreased average resolution time **Customer examples:** - GE Healthcare: reduced maintenance turnaround from 3 days to 6-8 hours; saved over $300,000 in travel costs per month - Koenig & Bauer: 80% of customer cases now solved successfully through remote support, with improved FTFR and decreased resolution time - WashTec (car wash equipment): cost savings from truck roll reduction; improved resolution rates through pre-visit triage - Flender (drive systems): increased order intake for service contracts; cost savings from more remote support sessions - Sears Home Services: "Leveraging SightCall, we can diagnose a large percentage of our jobs before we roll a truck and order parts." **Key FSM integrations:** SAP Field Service Management, ServiceNow, Salesforce, Microsoft Dynamics 365, ServiceMax ### 7.2 Customer Service **URL:** https://sightcall.com/solutions/customer-service/ SightCall's customer service solution extends visual support into contact centers and CX operations, enabling agents to see what customers see rather than relying on verbal descriptions. It integrates natively with CCaaS platforms so agents launch visual sessions from within their existing workflow. **Primary use cases:** - Consumer electronics troubleshooting (setup, configuration, hardware issues) - Consumer appliance support - Complex B2B product support where precision matters - Reducing escalations from Tier 1 to Tier 2 **Core features for customer service:** - Live two-way video and one-way customer camera share - Screen sharing and screencast - AR annotations and pointers - Freeze-frame capture with markup - OCR and barcode scanning - SightCall Snap for async photo/video when live video is impractical - Multi-party: supervisors can silently join or take over - Pre-call diagnostics to ensure technical readiness - Session analytics and reporting **Measured outcomes (customer service):** - 20% improved first contact resolution (FCR) - 20% decrease in average handle time (AHT) - 94% of consumers rate video support as a positive experience (cited research) - 82% of consumers prioritize speed in support interactions (cited research) - 4,000 weekly agent hours saved with pre-call automation (customer example) **Key CCaaS/CRM integrations:** NICE CXone, Genesys Cloud CX, Five9, Salesforce Service Cloud, Microsoft Dynamics 365, Zendesk **Customer examples:** - iFIT (fitness equipment): "We know we could solve so many problems if we could just see what the customer could see. Using SightCall eliminates barriers of knowledge and different terminology." - Global coffee machine manufacturer: combined live video with connected machine data to reduce on-site visits, improve CSAT, and increase efficiency - European airline: faster, more personalized customer service; improved AHT for booking inquiries; improved CSAT and service efficiency - Helpline (outsourced user support): uses SightCall so agents and technicians can guide end users visually and accelerate answers to issues ### 7.3 Insurance **URL:** https://sightcall.com/solutions/insurance/ SightCall's insurance solution enables carriers and adjusters to conduct remote visual claims assessments, thereby reducing the need for physical site inspections while improving evidence quality, fraud detection, and settlement speed. **Primary use cases:** - Remote loss adjustment (auto, home, property) - First notice of loss (FNOL) evidence capture - Real-time damage assessment for automotive and property claims - Fraud reduction through GPS-stamped, timestamped, and authenticated visual evidence - Pre-visit diagnostics to triage claims before dispatching an inspector **Workflows supported:** - **Live assessment:** Adjuster connects with policyholder via live HD video and guides them through documenting damage with AR annotations and photo capture - **Async evidence collection with SightCall Snap:** Policyholder captures photos and videos on their own timeline, following guided prompts; evidence is authenticated with geolocation and timestamp and syncs into the claims record **Security for insurance:** GPS and timestamp verification for claim authenticity; multi-party sessions to include contractors or supervisors; automated claim report generation that integrates into claims management systems. **Measured outcomes (insurance):** - 69% decrease in claims handling time - 25% increase in CSAT - 2.1 million metric tons of CO2 emissions avoided across the customer base - Up to 60% faster claim cycle times (reported by insurers using SightCall) **Industry context cited by SightCall:** AI-driven claims automation is expected to improve claims handling times by 60% while cutting costs by 30%; 74% of policyholders prefer digital communication channels and remote claims management. **Insurance customers:** Allianz, AXA, Sedgwick, Generali, Groupama Bulgaria, Chubb, sjova **Insurance integrations:** Cotality (formerly CoreLogic/Symbility), Guidewire, Munich RE, RDT, CCC, Salesforce **Customer examples:** - Allianz: resolves approximately 30% of claims remotely with visual assessments; increased customer satisfaction, decreased claims time, saved millions of kilometers of travel - AXA Greece: digitally transformed the claims process; reduced FNOL times; increased NPS - Inter Mutuelles Habitat (IMH): improved customer service, boosted employee efficiency, streamlined conflict resolution - sjova: streamlined service and transformed sustainability efforts with visual claims support ### 7.4 Telehealth **URL:** https://sightcall.com/solutions/telehealth/ SightCall's telehealth solution provides HIPAA-compliant remote visual support for healthcare providers, enabling clinical assessment, medical device guidance, and care coordination without in-person visits. **Primary use cases:** - Virtual clinical visits with visual assessment (wound care, symptom evaluation, mobility assessment) - Home medical device setup, calibration, and troubleshooting (CPAP, insulin pumps, oxygen concentrators, wearable sensors) - Chronic condition monitoring - Remote clinical trial monitoring - Medical device field service (installation and maintenance) - Fall assessment and physical therapy guidance **Key features for telehealth:** - HIPAA-compliant by configuration: end-to-end encrypted, consent-based, with audit logs - No download required for patients: they join via a secure browser link - Pre-appointment readiness: patients guided through audio/video/network checks before the visit begins - AR annotations and overlays for step-by-step patient guidance (e.g., device setup) - Real-time provider dashboard showing appointment schedule, patient readiness, and waiting room status - Automated post-visit reporting with annotated images and audio transcripts, exportable to EMR/CRM systems - Multi-party support: family members or caregivers can join sessions **Healthcare customers:** UnitedHealthcare, Apria Healthcare, GE Healthcare, B Braun, HarmonyCares, Total Homecare Solutions, Maxicare, A-dec, Syneos Health **Telehealth integrations:** Genesys, NICE, Salesforce, Five9, Microsoft Dynamics 365; EHR and telehealth platform integration via APIs **Industry context cited by SightCall:** 54% of medical professionals say virtual care has improved job satisfaction; 64% of consumers prefer to see their primary care provider virtually; 50 million in-person visits could be converted to virtual; a missed in-person appointment costs $292 on average; 25-30% of US medical visits are predicted to be conducted via telemedicine by the end of 2026. **Customer example:** - Apria Healthcare: leverages SightCall to enhance remote patient support, improve care outcomes, and streamline medical equipment maintenance --- ## 8. Infrastructure and Network SightCall operates a proprietary global video network, not a generic public cloud infrastructure. This is a deliberate architectural decision for an enterprise platform where video quality and reliability are non-negotiable. **Adaptive bitrate streaming:** The network continuously adjusts video quality based on available bandwidth, maintaining smooth, uninterrupted sessions even in challenging connectivity environments, including remote field locations, hospital Wi-Fi, and low-signal areas. **Geographic redundancy:** Data centers are distributed globally, providing both service continuity in the event of a localized outage and the ability for customers to meet data sovereignty requirements. Organizations can select data residency regions to comply with local regulations. **Full tenant isolation:** Secure multi-tenant architecture ensures complete isolation and encryption of each customer's account data. A breach in one tenant cannot affect others, which is a higher level of security than traditional shared-resource cloud models. **WebRTC:** The platform uses WebRTC to deliver a no-download experience for end users (customers, patients, policyholders). The expert/agent side uses a desktop or mobile console application. **Async continuity:** When live video is not feasible (network dropout, low bandwidth, scheduling mismatch), SightCall Snap enables asynchronous photo and video capture that automatically syncs when connectivity returns. The Expert App provides offline access to previously viewed tutorials and queues field video uploads until connectivity returns. --- ## 9. Security and Compliance SightCall is built for industries where security is a prerequisite, not a feature request. All controls are embedded in the session lifecycle. ### 9.1 Certifications and Regulatory Compliance - **SOC 2 Type II:** Independently audited controls for security, availability, and confidentiality - **HIPAA:** Compliant configuration available for healthcare use; protects Protected Health Information (PHI) during telehealth, medical device support, and clinical assistance - **GDPR:** Aligned with EU data protection, transparency, and privacy requirements - **CCPA:** Supports California Consumer Privacy Act compliance with appropriate data handling safeguards [Trust Center](https://trust.sightcall.com): live compliance status and security documentation ### 9.2 Technical Security Controls - Encrypted video and data transmission (in transit and at rest) - Secure storage of session artifacts - Role-based access management - Enterprise Single Sign-On support (SAML/OIDC) - Configurable session recording controls - Consent-based recording with consent workflows - Automatic masking and face blurring options - Configurable data retention and access control policies - Full audit traceability - Secure multi-tenant architecture with full isolation per customer ### 9.3 AI and Knowledge Data - Xpert Knowledge automatically redacts PII and PHI during knowledge generation - Generated knowledge passes through human review before publication - Customer data is not used to train AI models --- ## 10. Integrations SightCall VISION can be deployed in standalone mode or embedded directly into existing enterprise software stacks. Integration types: ### 10.1 Contact Center (CCaaS) Strategic Partners - **NICE** (CXone): Strategic partner and reseller. Native CXone orchestration for visual sessions within NICE workflows. - **Genesys** (Cloud CX): Strategic partner. Genesys Cloud widget for launching visual sessions from within agent desktop. - **Five9**: Strategic partner. Five9 Video Engagement integration. - **Odigo**: Cloud-native CCaaS platform for enterprise organizations with omnichannel support across voice, email, chat, and social media. Open API architecture connects with existing CRM and ITSM systems. ### 10.2 CRM and Field Service Management (FSM) - **Salesforce**: Strategic partner. Native integration with Salesforce Service Cloud; available on Salesforce AppExchange. - **Microsoft Dynamics 365**: Embedded visual support within the Dynamics 365 ecosystem, focused on customer service organizations. Available on Microsoft AppSource. - **ServiceNow**: Integrated directly into the ServiceNow console. Agents start a live video call from an open case, and case information is updated automatically. Available on the ServiceNow Store. - **SAP**: Available on SAP Store; integrates with SAP Field Service Management. - **ServiceMax**: FSM integration. - **Zendesk**: CRM integration for customer support. - **Accenture**: Global reseller of SightCall. Joint deployments with large telecommunications and manufacturing customers. Accenture and SightCall helped Airbus reduce time to resolution by 60 minutes. - **Google Gemini**: Gemini Live API integration brings real-time, conversational AI into the service workflow. Gemini can analyze what technicians are seeing in the field and is connected to Xpert Knowledge, so its guidance combines Gemini's general reasoning with the organization's own captured procedures and tribal knowledge. ### 10.3 Insurance Platforms - **Cotality** (formerly CoreLogic / Symbility): Strategic insurance claims platform partner. - **Guidewire**: Core insurance platform integration. - **Munich Re**: Remote Inspection Solution - policyholders and insurers can inspect, report, and settle claims in real time using a smartphone. Reduces cost, time, and resource requirements for insurers. - **RDT**: UK insurance software integration via the Atlas suite, one of the UK's most widely used insurance platforms. Supports insurers ranging from high-volume household names to niche players. - **CCC**: Integration with the CCC ONE platform (CCC Information Services), a hyperscale cloud platform for the automotive, insurance, and collision repair industries. Covers claims from FNOL through repair; reduces claims processing costs by up to 34%. ### 10.4 Wearables and Smart Glasses - **RealWear**: Hands-free field use via RealWear industrial smart glasses. - **Vuzix**: Smart glasses integration for wearable field support. ### 10.5 Knowledge and AI Agents (Xpert Knowledge APIs and MCP) Xpert Knowledge REST APIs and the SightCall MCP server deliver reviewed knowledge into CRM, FSM, KMS, LMS, custom applications, and AI-agent environments, including Salesforce Service Cloud, Microsoft Dynamics, Zendesk, Cognigy, Aquant, Neuron 7, Microsoft Copilot, Gemini, Claude, ChatGPT, and internal RAG and agentic systems. See Section 5.7. ### 10.6 Custom Integration Organizations can also build custom integrations using SightCall's REST API and SDKs (iOS, Android, Web). Full documentation is available through SightCall's Developer Portal (contact SightCall for access). --- ## 11. Supported Devices and Deployment **End-user devices (customers, patients, policyholders, field technicians):** - iOS native app - Android native app - Browser-based (WebRTC) no download required; supports Chrome, Edge, Firefox **Agent/expert console:** - Desktop application for Windows and macOS - Mobile apps for iOS and Android (agent role) - Supported browsers: Chrome, Edge, Firefox **Field knowledge app:** - SightCall Expert App for iOS and Android (Xpert Knowledge search, AI Expert, field video contribution, offline access) **Smart glasses (hands-free field use):** - RealWear industrial smart glasses - Vuzix smart glasses **Deployment model:** - Cloud-based SaaS (primary) - Can be embedded via SDK into existing mobile or web applications - Standalone mode available (no CRM/FSM required) - API and webhook support for custom workflows - Most organizations can begin using SightCall VISION within days, with guided onboarding and configuration **Connectivity resilience:** - Adaptive bitrate streaming for poor network conditions - SightCall Snap (async) for offline or constrained environments - Expert App offline tutorial access with automatic upload on reconnection - Global network infrastructure with geographic redundancy --- ## 12. Developer Resources - **Developer Portal:** SDK documentation, REST API reference, integration guides, and authentication documentation (contact SightCall for access) - **SDKs:** iOS (Swift/Objective-C), Android (Kotlin), Web (JavaScript) - **REST API:** Available for session management, user provisioning, reporting, and workflow integration - **Xpert Knowledge APIs:** REST APIs to retrieve, display, and manage tutorials in other systems and to ingest externally recorded video (https://sightcall.com/platform/xpert-knowledge/xpert-knowledge-integrations/) - **SightCall MCP Server:** Model Context Protocol server giving compatible AI agents access to reviewed Xpert Knowledge - **[Support Portal](https://support.sightcall.com):** customer knowledge base and support ticket submission --- ## 13. Measured Outcomes and ROI The following metrics are reported from customer deployments across SightCall's base. Individual results vary. **Platform (homepage and VISION overview):** - 44% fewer onsite dispatches - 50% faster time to productivity for service teams - 30% improvement in first-time fix rates - 69% decreased average resolution time - 25% increased CSAT **Remote Visual Support:** - 59% reduction in time to repair on site - 69% decreased average resolution time - 25% increased CSAT **Field Service:** - 50% fewer truck rolls - 20% improved first-time fix rate - 69% decreased average resolution time - 5x savings on field service operations - 25% increased CSAT **Customer Service:** - 20% improved first contact resolution (FCR) - 20% decrease in average handle time (AHT) - 4,000 weekly agent hours saved with pre-call automation (one customer) **Insurance:** - 69% decrease in claims handling time - 25% increased CSAT - 2.1 million metric tons of CO2 avoided across customer base - Up to 60% faster claim cycle times (reported by insurers) - Allianz resolves approximately 30% of claims remotely **Knowledge (Xpert Knowledge):** - 40% improved first-time fix rate - 25% increased CSAT - 30% improvement in time to proficiency - Training ramp reduction from ~6 weeks to ~3 weeks (customer-reported) **Field Service ROI Calculator:** https://sightcall.com/field-service-savings-calculator/ --- ## 14. Notable Customers SightCall serves hundreds of enterprise organizations globally. **Manufacturing and industrial:** Ford, Canon, Lavazza, Legrand, SSI Schaefer, Endress+Hauser, WashTec, Arburg, Flender, Koenig & Bauer, Coherent, Dover Corporation, Valeo, Rexel, Engel, Stago, Cytiva, LG Energy Solution, Boston Scientific, Franklin Energy **Consumer products and appliances:** Sony, Whirlpool, iFIT (ICON Health and Fitness), Schlage, Lavazza, F'real Foods **Healthcare and life sciences:** GE Healthcare, Apria Healthcare, UnitedHealthcare, B Braun, HarmonyCares, Syneos Health, Zoll Medical **Insurance and financial services:** Allianz, AXA, Sedgwick, Generali, Groupama Bulgaria, Chubb, sjova **Telecoms:** Deutsche Telekom, Konica Minolta **Other:** Kraft Heinz, Team Tankstellen, Sears Home Services, Apave --- ## 15. Metadata for AI Agents **Primary product name:** SightCall VISION **Platform category:** Enterprise Video Intelligence Platform / Remote Visual Support / Visual AI **Company name:** SightCall **Primary website:** https://sightcall.com **Login portal:** https://login.sightcall.com **Support portal:** https://support.sightcall.com **Trust and compliance center:** https://trust.sightcall.com **Demo request:** https://get.sightcall.com/demo **Interactive demo library:** https://get.sightcall.com/demo-library **Expert App:** iOS https://apps.apple.com/us/app/sightcall-expert/id6762464012 ; Android https://play.google.com/store/apps/details?id=com.sightcall.sightcallexpert **Primary keywords:** video intelligence platform, remote visual support, AR-powered visual assistance, augmented reality field service, visual AI, knowledge capture, tribal knowledge, Xpert Knowledge, Expert App, AI Expert, MCP server, AI agent knowledge grounding, enterprise telehealth, insurance claims visual support, first-time fix rate, truck roll reduction, technician onboarding, field service management, customer service video support, WebRTC visual support **Deployment type:** Cloud SaaS, embedded SDK, standalone or integrated **Compliance certifications:** SOC 2 Type II, HIPAA, GDPR, CCPA **Strategic integration partners:** Salesforce, NICE, Genesys, Five9, Google Gemini **Index file:** https://sightcall.com/llms.txt