New Interactive Features Take SightCall Customers Beyond Amazon Mayday and Salesforce SOS for Apps
October 14, 2014, San Francisco, CA – SightCall, a company offering a Salesforce AppExchange® solution which provides SalesForce® customers the ability to offer Amazon® Mayday style support, demonstrated today a new release of SightCall Video Support Agent™ for Salesforce at Dreamforce® 2014.
The new release of SightCall Video Support Agent™ for Salesforce® offers a rich set of features that enable deeper interaction between customer service agents and the customers they support. The new release demonstrates key features being showcased by Amazon Mayday and Salesforce SOS for Apps along with new interactive features which surpass those offerings. 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. One of the big advantages 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 – the 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 demonstrated a new feature that enables customer service agents to directly open web pages on a customer’s device.
Video Stream Manipulation & Capture – Agents can freeze/pause the live video stream making it easier to review, draw and make annotations as the situation is discussed. A new “Snap-Shot” feature was also demonstrated that provides an easy method to capture the marked-up video stream.
SightCall has three live demonstrations at Dreamforce this week: Personal Shopping Assistance, Technical Customer Service, and Field Service Support. The Personal Shopper demonstration illustrates a customer service agent assisting a customer with selecting an item, cross-selling, and taking the transaction through to successful purchase. The Technical Customer Service & Field Service demonstrations show troubleshooting over a live video stream from a mobile device and interaction using annotations and the new pointer.
“The new release of SightCall Video Support Agent™ for Salesforce takes our AppExchange solution to a whole new level. The new features provide a rich interactive experience between customers and customer service agents.” said SightCall CEO, Thomas Cottereau. “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. Unlike Salesforce SOS which when released will only work with mobile apps and Amazon Mayday which only works on Kindle Fire our AppExchange solution universally works in all Salesforce environments.“
SightCall anticipates the new release of SightCall Video Support Agent™ for Salesforce® being demonstrated at Dreamforce 2014 to be available in the Salesforce AppExchange in early November.
SightCall enables rich/immersive conversations that drive greater engagement, improve understanding, and enable enterprise agility. SightCall Video Support Agent™ provides SalesForce Service Cloud users Amazon Mayday or Salesforce SOS like features in a pre-packaged Salesforce AppExchange solution. SightCall’s Platform as a Service (PaaS) offers developers the APIs and SDKs they need to integrate rich contextual conversations into any mobile or web application.
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