Rostelecom completed the first stage of implementation of service of video support of subscribers

2019

End of the first stage of the pilot on testing of the solution for visual support of subscribers of TechSee

On July 29, 2019 Rostelecom Contact Center (JSC Moskovsky center novykh technology telekommunikatsy), subsidiary company PJSC Rostelecom, announced end of the first stage of a pilot project on testing of the solution for visual support of subscribers of TechSee. Positive assessment of an innovation clients Rostelecom became the main result of testing. According to data of survey conducted among subscribers Rostelecom which used service of remote video support, 94% of respondents highly appreciated its convenience. 100% of respondents expressed readiness to use TechSee at the following address. 79% of subscribers reported that the problem connected with their address managed to be solved using this service.

For three months a part of operators "Rostelecom Contact Center" worked with TechSee service, responding with its help to appeals of subscribers. Service allows the subscriber to show to the operator as the equipment is connected. Only the Internet and the smartphone are for this purpose necessary, no applications need to be installed. The TechSee service allows to increase percent of addresses in which the issue of the subscriber is resolved by the first line of technical support, without involvement of engineers and also to reduce the number of internal visits of specialists, tells Vladimir Ryabov, the director of work with a mass segment "Rostelecom Contact Center"

In total 70 operators were involved in the first stage of a pilot project. The staff of contact center participating in the project also gave a feedback on work with service. They marked out the ease of use, efficiency in problem solving who are usually requiring departure of the engineer on the house.

Start of a pilot project on use of service of video support TechSee

On March 6, 2019 the Rostelecom Contact Center company announced start of a pilot project on use of service of video support of TechSee. Service will allow to reduce time of the solution of standard questions of subscribers of PJSC Rostelecom and also to increase the number of the addresses processed on the first line of technical support without the need for switching of the client to other specialists.

The TechSee service does not demand from the subscriber of installation of a special application. The Operatorkontaktny center sends to the SMS with the link according to which the subscriber is connected to service and shows the problem via the smartphone camera. Thus operators of technical support can resolve issues of clients with effect of video presence that will also allow to reduce the number of departures of specialists by the house.

"About 30% of addresses of clients of PJSC Rostelecom are the questions connected with the equipment. The service of video support TechSee will allow to minimize the number of internal visits to subscribers, to increase efficiency of customer service in the voice channel. Using service, the call center operator will be able to define, for example, what type of the equipment is installed, to carry out visual diagnostics of a problem, to eliminate fault using the client to whom operators will prompt that needs to be made. Earlier similar situations not always managed to be solved quickly enough, especially if the client is not a sure IT user and cannot accurately describe the arisen problem or to call equipment model. Training of operators in work with TechSee takes no more than an hour — the interface of service simple and intuitive". Vasily Semyonov, director of work with a mass segment, "Rostelecom Contact center"

At service there is a function of the graphics editor which will allow to explain clearly visually to clients that needs to be made: what button press or what wire and where to connect. The history of addresses remains therefore if the subscriber addresses to technical support once again, he should not explain the question repeatedly.

70 operator places "Rostelecom Contact center", working with addresses from subscribers of PJSC Rostelecom are involved in a pilot project.

"Use of this technology at service is a real help to our clients to whom special care and attention, to subscribers at advanced age, with limited to opportunities and that who seldom faces technology difficult products is required. Call center operators can in video mode, without asking additional questions, to see in what a problem and to help. Opportunities in service are not limited only to technical support. Also using TechSee we can give detailed consultations, for example, on structure of the account or nuances of use of a personal account". Victoria Kutasova, director of service and service of a mass segment of MRF "Northwest", "Rostelecom"