ViiBE

ViiBE is a remote visual assistance solution that, according to the vendor, enables real-time guidance and support through video calls. It is specifically designed for customer support agents and technical experts to remotely collaborate, diagnose issues, and troubleshoot problems. The vendor claims that ViiBE is suitable for businesses of all sizes, ranging from small and medium-sized enterprises to large corporations. This versatile solution caters to various professions and industries, including insurance companies, automotive companies, energy sector organizations, construction companies, and retail businesses.

Key Features

Visual support: According to the vendor, ViiBE provides users with an immersive view of incidents through the caller's camera, allowing real-time visualization and troubleshooting. Users can capture images and videos, even in low connectivity environments, and annotate them with arrows or shapes to enhance communication during support sessions.

Pictures: The vendor claims that with just one click, users can take and share high-quality pictures using ViiBE, regardless of the connection quality. This feature is particularly useful for capturing detailed images of equipment, products, or issues that need to be shared and analyzed during support sessions.

Annotations: ViiBE, according to the vendor, enables users to annotate pictures, images, or documents with arrows or shapes, providing visual guidance during support sessions. This feature allows users to draw attention to specific areas, highlight important details, or indicate steps to be followed, improving clarity and understanding.

Ticketing Solution: The vendor states that ViiBE offers a comprehensive ticketing solution that allows users to generate, organize, store, and search data in tickets. Users can enrich tickets with video recordings, images, and other relevant information captured during support sessions, enabling a comprehensive record of the interaction. The ticketing solution facilitates quick access to past interactions, leading to faster problem resolution times and opportunities for learning.

Virtual Call Center: According to the vendor, ViiBE allows users to organize workers into custom virtual call centers, promoting teamwork and collaboration while ensuring secure and separate data storage. This feature enables efficient management of support teams, ensuring that the right experts are connected with the appropriate operators or customers. Users can easily create new users, expertises, call centers, and billing centers without the need for an IT consultant.

Integrations: The vendor claims that ViiBE seamlessly integrates with various CRM systems, ticketing solutions, field service management solutions, and other proprietary tools. The platform offers easy integration with popular systems such as Zendesk, Salesforce, and Microsoft Dynamics, enabling users to add visual support to their preferred CRM or ticketing solution. Integration with existing tools can be done in minutes, enhancing current workflows without disruption.