PARIS, FRANCE / ACCESSWIRE / March 17, 2022 / ViiBE, a French startup recognized as a paragon of the industry by the French ministry after the first year of its incorporation, has announced its plans to launch the latest version of its video assistance solution with Microsoft Teams.
Charles Demée & Marc Prempain Source: Courtesy of ViiBE
The brand new product "ViiBE Report'', which now interoperates with Microsoft Teams, addresses the challenges of remote assistance between the field and the expertise centers. Seamlessly embedded, it has become a solution that allows operators on-site to quickly capture relevant data from the field and automatically share it with the team based in the office through a Microsoft Teams conversation channel without making experts and managers change their habits.
ViiBE Report in Teams is the bridge between the field and corporate headquarters amid replacing traditional means of communication such as emails and phone calls. When an operator encounters a complex difficulty, it is complicated to describe and troubleshoot the issue via email or phone call. Also through those different channels, data is lost and Executives can't capitalize off it to constitute a strong knowledge base which is now made possible thanks to ViiBE. Indeed, in the case of ViiBE Report and Teams, all the relevant information is stored in both ViiBE and Teams and can be easily converted into tutorials destined for the learning department.
ViiBE Report is one of the improvements in the series of features included in the fifth version of the solution, ViiBE V5. The rest includes a new mobile interface that looks like a native phone's camera making it easier for the users to understand the features, the possibility of sending the invitation to ViiBE call via WhatsApp in addition to already existing channels like SMS and email, and improved knowledge management.
V5 embarks on further helping companies facilitate the development of their knowledge base by allowing them to tag shared media, concrete explanations provided by the expert during the interactions, photos of the equipment, etc. In the calls or pinpoint particular moments of the video sessions containing relevant data or explanations to categorize them and thus search for them faster. Experts and technicians can, later on, find the resources they need to solve issues on their own and make more informed decisions. As the knowledge base expands, technicians will be more autonomous, which in turn, will also reduce the time needed to call an expert or for them to travel on-site.
The release goes along with ViiBE's vision on interoperability as a central objective of its product roadmap. ViiBE is already fully integrated into CRMs like Zendesk, Microsoft Dynamics, and Salesforce. In October 2021 IBM Maximo and ViiBE announced the interoperability of their solution. ViiBE is also available on Infor and other leading EAMs. This joint technology offering between EAMs and ViiBE seeks to help technicians track assets that require maintenance and then initiate a ViiBE call with the right expert with a single click, with no download. After a few moments, an expert who is specialized in the asset requiring maintenance will join the call to assist the technician and guide them through the steps of resolving the issue without having to travel on-site, increasing the First Call Resolution rate. By remotely assisting customers, companies can prevent the dispatch of technicians which will not only cut transportation costs but will also significantly reduce CO2 emissions. The latter is essential for the companies aiming to advance in their CSR strategies and meet their emission goals.
About ViiBE
ViiBE is the web-based visual support, ticketing, and knowledge management technology designed for technical support and after-sales services founded by the two French entrepreneurs Marc Prempain and Charles Demée in 2017. The technology helps reduce experts' displacements, optimize first contact resolution rates, and improve customer satisfaction through a remote augmented video-assistance experience. Among ViiBE's clients using its integrations are AirFrance, Allianz Partners, Decathlon, Total Energie, and many more.
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SOURCE: ViiBE