From your Customers

Your customers or technicians can share with your team a ViiBE Video Report 

of their problem from three different sources

ViiBE report Public both cases Plan de travail 1 copie 1
ViiBE report Public both cases 04 2
QR code ViiBE Report

ViiBE Video Report embedded in your online form

Your ViiBE dedicated Web Portal

QR codes pasted on your machines

After choosing the source

The customers are taken directly to a video recording interface to share their problem

Customer enters the call​

The customers can capture data and add media they want to share with the expert(s) with no limit in size and quantity for more precise assistance. A wide range of functionnalities is available.

IBM Maximo ViiBE Report website illustrations 07 2

Expert accesses the ticket after the ViiBE Video Report

IBM Maximo ViiBE Report website illustrations 04

After ViiBE Video Report is finished, the expert(s) will be able to consult the data generated during the interaction directly from IBM Maximo interface. To access the details of the ViiBE Video Report, inside the ticket the expert(s) need to click on the “Call history” button. 

 

IBM Maximo ViiBE Report website illustrations 06

In the tabs, the expert(s) will access different information about the ViiBE Video Video Report:  pictures captured, feedback, participants, etc. To access the video recording of the session, the expert(s) will have to go to the “Archives” where the recording of the session is stored.

 

Operations

Increased FCR, decreased displacement that leads to decreased costs, time-coded proof of intervention compliance

CSR

Decreased displacement reduced C02 emissions and strengthens companies sustainability strategy

Branding & Marketing ​

Branding and Marketing, elevated customer experience, concrete timeframes on how quickly the queries can be resolved

QoS and R&D

Creation of a strong knowledge base, videos of product anomalies can be shared with QoS and R&D departures for product improvement, video can be converted into training materials

Built for easy use

One-minute integrations

Integrate ViiBE visual support features into your IBM Maximo instance.

Simple management

Easily create users, expertises, call centers. Access dashboards and KPIs.

Easy onboarding

Intuitive features, self-onboarding, ViiBE Academy to reduce onboarding time.

ViiBE

ViiBE features in IBM Maximo

IBM Maximo
IBM Maximo phone interface

For experts and for clients, ViiBE is without download and available on any device thanks to WebRTC technology. Join a ViiBE call by simply clicking on a link to enter the session.

Provide multi-channel support. Escalate any incidents through visual support for a quick and flawless resolution of your Work Orders and Incidents.

Our data transfer is encrypted in TLS, the latest generation security protocol. ViiBE guarantees the integrity of your personal and professional data.​

ViiBE video assistance contact interfaces

Use the power of WebRTC to connect with your technicians through video and audio, directly from IBM Maximo. The callee’s camera gives the expert an immersive view of the incident, the expert can see and control the intervention by choosing to analyze the scene via the front or the back camera.

Are your technicians or experts not available? No worries, schedule a call that works for everyone. Expert agendas available directly in ViiBE and slots are automatically integrated within the expert’s and client’s calendars (Outlook or Google Calendar).

ViiBE can be accessed via smartphone, tablet, connected glasses, and computer. Also, it is now optimised for smartphone-to-smartphone communications.​

Collaboration module in ViiBE calling interface

The real-time projection of the expert’s mouse onto the caller’s interface offers a dynamic collaboration and an increase of clarity of explanations.​​ Both users can pinpoint in the dynamic environment through AR capabilities.

Easily co-browse through your buyer’s customer journey or through support issues with screen-sharing coupled with our augmented reality technologies.

Add arrows, shapes, or annotations of any sorts to any document or picture that is shared during the call. Easily specify instructions, additional information, or add reminders for Knowledge Management purposes.

IBM Maximo archives

In one click, the expert can take and share high-quality pictures – whatever the state of the connectivity. The interlocutors can then use the annotation tool to draw on them live.​​

The expert can share any type of document or transfer files (PDF, images, pictures, mp4, etc.) onto which the interlocutors can collaborate simultaneously and that will be stored in the archives.

All ViiBE calls, as well as all the information that was exchanged during the call (documents, messages, timeline, etc.), are archived and available directly in the relevant IBM Maximo ticket.

Filter, extract and analyze all the data generated from your video calls. Leverage your quantitative knowledge to optimize your internal KPIs.

IBM maximo integration

Get the ViiBE in your IBM Maximo for free!

Frequently asked questions

Salesforce is a cloud-based customer relationship management solution dedicated to giving all areas of a business – including marketing, sales, customer service, and e-commerce – a cohesive view of their customers on one, integrated platform. Salesforce Customer 360 provides the tools that companies need to deliver personalized experiences to their customers.

Salesforce offers a full range of services that optimize customer life-cycle management. These services are divided into three categories: Sales Cloud, Marketing Cloud, and Service Cloud. Salesforce’s’ services include tools that help companies pursue leads, manage accounts, follow opportunities, resolve tickets, and more. Even with their easy-to-use CRM, providing comprehensive customer support with voice communications can be limiting when dealing with technical incidents. Without adequate visibility of the problem, customers may struggle to make their issues understood.

ViiBE is the web technology of video assistance and knowledge management designed specifically for contact centers. In one click and without installation, improve customer experience and reduce on-site travels with remote visual support.

ViiBE provides a dedicated subdomain to its clients which allows them to use the video communication interface and access their own personal back-office. ViiBE’s integration creates a seamless support experience with video assistance. With ViiBE, companies can optimise and increase their First Contact Resolution (FCR) rates, increase their Net Promoter Score (NPS), and reduce their tech dispatch.

To use ViiBE in the Salesforce platform, an agent simply has to open a support ticket. There, a ViiBE call button will be embedded directly into the platform so that the agent can start making calls quickly and easily.

After clicking on the button, a link is sent to the customer in need of assistance to start the call. In one click and without download, the customer will have access to a ViiBE video communication with the agent. They can then use various collaboration and communication tools available to diagnose and solve the problem.

After the call, both the agent and customer are asked to rate the quality of the call. This exit ticket helps track some of the most important KPIs for measuring the success of a call center. Any pictures, documents, or messages exchanged during the call will be available at the agent’s disposal in Salesforce along with the feedback that was left. This organization of data helps with call center knowledge management.

Simply fill in the form at the bottom of the page and our team of customer success managers will reach out regarding the steps to activating ViiBE in your Salesforce platform.

Why choose ViiBE?

High quality video

Highest quality audio and video calls, designed to help you troubleshoot, assist and build relationships with customers.

Unlimited calls

Pay a flat fee per agent, expert, or technician account. No add-ons, no additional costs, and unlimited video calls and call duration.

Security

Data encrypted in TLS, the latest generation security protocol. Guarantee the integrity of your personal and professional data.​

Availability

99.9% uptime guaranteed for all clients. Access your data anytime, anywhere.

Get ViiBE in your IBM Maximo environment for free!

Try ViiBE for your team

14 day free trial | No credit card needed

offices