NEW YORK – EDP has deployed Vodafone Visual Assistance, Vodafone Portugal’s solution powered by TechSee in multiple EDP subsidiaries for their consumers and field technicians. The utility is leveraging the technology to enhance operational efficiencies, such as to better resolve customers’ issues, and to carry out remote site surveys prior to the installation of solar panels.
Vodafone Visual Support, powered by TechSee, enables consumers and technicians to receive augmented-reality based visual guidance through their smartphones, using a patented browser based technology. Thus, this solution allows agents’ empowerment, decrease technical dispatches and is widely implemented in customer service centers of the leading global brands, and has delivered proven ROI with enhanced Customer Experience, improved margins and increased sales, as well as reduced service costs.
This launch is an outgrowth of the successful global partnership between Vodafone Portugal and TechSee that started in 2016, which has reflected the use of TechSee results in significant KPI improvements, including increased First Call Resolutions, and improved Customer Satisfaction
“We are excited to launch this new and innovative service, providing visual assistance to our end users for more efficient operations and enhanced customer experience.”
– Jorge Simões, EDP’s Head of Digital Factory
The EDP deployment is a result of a long-standing partnership between TechSee and Vodafone, which began in 2016. Following the technology’s success in the telecom’s customer service centers across 12 countries, Vodafone is now bringing TechSee’s innovative technology to new industries, opening the door to a new range of services provided by telecommunications companies, from home support (B2C) to utility services (B2B). EDP is exploring the possibility of expanding Vodafone Visual Support to additional subsidiaries and other geolocations in the future.
“Vodafone Portugal is committed to providing EDP with an innovative contact center technology to further enhance an optimal customer experience. With Vodafone Visual Support our agents will be able to provide a more complete and efficient service that will lead to greater customer satisfaction.” according to Mafalda Alves Dias, Vodafone Portugal’s Head of Large & Public Sector.
“We are excited to demonstrate the capabilities of our technology in the utilities sector, further extending our partnership with Vodafone and opening the door to new markets. TechSee continues to provide innovative visual assistance solutions, and Vodafone Visual Support is perfect for a range of industries.” – Ziv Orr, VP Business Development, TechSee