NICE CXone customers can now speed problem-solving, boost efficiency
and transform CX with AI-powered visual remote support from SightCall VISION
SAN FRANCISCO — SightCall, a global leader in augmented reality (AR) and artificial intelligence (AI) powered visual assistance software is now a strategic partner of NICE, the worldwide leader in AI-powered agent-assisted and unassisted customer experience (CX) technology.
All NICE CXone customers now have access to SightCall VISION, a bold new visual service platform that combines AR-enhanced live video with digital process automation and multimodal generative AI to build more visual, intuitive, and personalized customer experiences.
What does SightCall VISION bring to the modern contact center? Less friction and complexity. Faster issue resolution. Better customer experience with the power of Sight.
“SightCall is incredibly proud to partner with a true CX innovator like NICE,” said Thomas Cottereau, founder and CEO of SightCall. “For years, our mission has been to change enterprise service by bringing visual information to the center of every customer interaction. I know that NICE shares our vision of using technology to empower people, and I’m excited to share SightCall VISION with their distinguished community of companies.”
Founded in 2008, SightCall is recognized as a pioneer in enterprise software. The company is transforming service for some of the most recognizable brands in the world, including GE Healthcare, Allianz, Ford, Canon, Siemens and Lavazza.
SightCall VISION allows consumers to show their problems in real time, giving remote agents the ability to recommend on-the-spot solutions, with minimal effort needed on both sides. In addition to industry-leading video support, VISION gives enterprises using CXone the ability to deploy smart digital workflows (called “Visual Journeys”) that can be configured to specific use cases and agent capabilities.
SightCall VISION allows consumers to show their problems to a multimodal AI assistant that can be configured to provide personalized recommendations in the context of the physical world.
“Much like a self-driving Tesla computes visuals to make real time decisions, SightCall VISION is trained to analyze images, combine them with text and voice, and generate contextual guidance based on specific product documentation,” Cottereau added. “SightCall VISION is configured to avoid hallucinations and connect the consumer with an empowered service agent who can see through the lens of the consumer’s phone and provide AR instructions, drastically increasing first call resolution and customer satisfaction.”
SightCall VISION transforms operations and outcomes across a broad range of market segments and use cases including:
- Customer Support: Pre-Call Data Collection / Visual self-service / Live video support
- Healthcare: Remote Patient Monitoring / Virtual Care / Device Support
- Insurance: First Notification of Loss / Inspections / Claims Settlement
- Retail/Manufacturing: Maintenance & Repairs / Warranty & Claims Return / Installation
SightCall VISION offers both self-service solutions and agent-guided experiences, with the ability to quickly escalate to a live video session at any point, in any experience.
Adding visual context that elevates customer service conversations beyond talking and texting, can have a remarkable impact on KPIs. SightCall VISION enhances net promoter scores, cuts down on product returns, eliminates unnecessary site visits, and reduces carbon footprint, all while lowering enterprise overhead costs.
NICE enables organizations of all sizes to deliver better experiences for customers and employees through CXone, an award-winning interaction-centric platform, underpinned by Enlighten, NICE’s purpose-built AI for CX. NICE Enlighten Copilot is the leading CX-specific AI copilot delivering real-time analysis of organizations’ CX data, enabling employees and leaders to take action directly and drive next-gen CX.
“SightCall has long been an innovator in remote video support. Their AI-driven SightCall VISION platform is a remarkable leap forward in visual service and a powerful new tool for the modern contact center,” said Barry Cooper, President, CX Division, NICE. “Together, we empower companies to deliver exceptional customer experiences, all while maintaining the highest level of service quality. We are excited to offer SightCall VISION on NICE’s CXexchange.”
To learn more about the SightCall VISION, visit https://sightcall.com
About SightCall
SightCall is recognized as the leading Visual Assistance Platform for enterprise service organizations. Since 2008, we have helped global companies innovate and implement better ways to see, solve and serve. SightCall VISION digitally transforms field service and customer service capabilities with visual technology, combining advanced AR-enabled live video, multimodal generative AI, and digital process automation to empower human beings to solve service problems faster and create exceptional customer experiences.
Contact: Fred Stemmelin [email protected]
About NICE
With NICE (Nasdaq: NICE), it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center – and beyond. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform – and elevate – every customer interaction. www.nice.com
Corporate Media Contact
Christopher Irwin-Dudek, +1 201 561 4442, [email protected], ET