Real-time video call.
Empower agents, field workers, and experts with collaborative features.
3 easy steps.
1. Diagnose
A customer encounters an incident that requires immediate assistance and calls the appropriate help-desk support service.
2. Assist
Via the ViiBE platform, the call center agent or technical support engineer sends a link by SMS or email to the person in need.
3. Collaborate
The customer clicks on the web link and instantly enters a ViiBE call. The agent can then use various call functionalities to provide assistance.
Features for collaboration.
Mouse
Dynamic collaboration and clear explanations with real-time projection of the expert’s mouse onto the caller’s interface.
Video
Gain an immersive view of the incident using the caller’s front or the back camera.
Pictures
In one click, take and share high-quality pictures, regardless of the quality of the connection.
Document sharing
Share any type of document onto which all the interlocutors can collaborate simultaneously.
Annotations
Annotate pictures, images, or documents with arrows or shapes to facilitate communication.
Screen sharing
Screen share to give instructions or read documentation. Available for all users.
Accessible and secure for all users.
Accessibility
Access ViiBE via smartphone, tablet, or computer. Interfaces are now optimized for smartphone-to-smartphone communications.
Security
Data transfer is 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.
Your most frequently asked questions about real-time video calls.
How does ViiBE by Praxedo improve the First-Time Fix Rate?
This feature has a direct impact on the First-Time Fix Rate. When a technician (especially a junior one) gets stuck, they no longer need to give up and schedule a second visit with a senior colleague. They can simply start a ViiBE call. The remote expert performs an immediate visual diagnosis and guides the technician step by step to the solution. This avoids an unnecessary trip by the expert, resolves the customer’s issue instantly, and turns a complex intervention into a first-visit success.
What is ViiBE by Praxedo video assistance?
ViiBE by Praxedo video assistance is a real-time video collaboration tool. It allows a field technician facing a complex issue to share what they see through their smartphone camera with a remote expert (a technical referent, product manager, etc.). The expert sees exactly what the technician sees and can guide them both verbally and visually. They can annotate the shared screen (draw arrows, circle parts), freeze the image for clarity, or share technical documents (plans, diagrams) directly within the call interface.
Other use cases are also possible, such as remote troubleshooting directly with the customer, thereby avoiding unnecessary travel. Finally, by enabling remote visual qualification and diagnosis ahead of on-site interventions, the technician dispatched to the site can better prepare their visit (timing, equipment, level of urgency, etc.) and have all the necessary information to achieve resolution on the first visit.
Is there traceability for the video assistance session?
Yes, video assistance is not just a simple call; it leaves a record. At the end of the session, the video call is archived and attached to the video assistance service request. This gives you a precise visual history of what was diagnosed and resolved, which is valuable for billing, training purposes (knowledge base), or in the event of a dispute.
In addition, the AI built into ViiBE uses a tagging system to highlight key moments of the intervention. This represents a significant time savings when reviewing the session or reusing it for a similar intervention.
Ready to implement remote visual support?
Our team is ready to provide you with a full demo of our solution.
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