| Features Name | Feature Description | Feature Benefit |
| Live Video (One-way/Two-way) | Enables real-time video communication using device cameras. | Reduces communication errors by allowing agents to see exactly what customers or technicians see, enabling quicker issue resolution. |
| Video Zoom | Allows zooming into live video feeds for better visibility of small or intricate details. | Improves troubleshooting precision by enabling agents to focus on critical areas such as equipment parts, damage, or visual instructions. |
| Freeze Image / Take Photo | Captures still images from a live video feed without interrupting the session. | Enables quick documentation and sharing of key visuals for future reference or integration with CRM systems. |
| Front/Back Camera Control | Allows switching between front and back cameras on mobile devices. Agents can also control this remotely. | Offers versatility and better visual context, enhancing inspections and communication. |
| Barcode Scanner (QR Code) | Decodes QR codes to access product data or initiate workflows during remote support sessions. | Bridges the physical and digital worlds, enhancing customer engagement and operational efficiency. |
| Barcode Scanner (2D Barcodes) | Reads 2D barcodes for inventory, product identification, or workflow initiation. | Accelerates data retrieval, reduces errors, and optimizes workflows in inventory and field service operations. |
| VISION Network | SightCall's secure, high-bandwidth global cloud network for real-time video communication. | Provides reliable, low-latency performance, even in areas with weak connectivity, ensuring seamless remote assistance. |
| Optical Character Recognition (OCR) | Extracts printed or handwritten text from images or live video feeds into machine-readable data. | Reduces manual data entry, improves accuracy, and speeds up workflows by digitizing text during remote sessions. |
| Virtual Background | Allows agents to replace their real-world background with a virtual one during video calls. | Maintains privacy, reduces distractions, and ensures a professional appearance for agents. |
| Real-Time Annotations & Augmented Reality | Allows agents or customers to draw, label, or annotate directly onto a live video feed. | Enhances communication by visually clarifying issues, improving understanding, and accelerating resolution. |
| Advanced Pointer | Provides a virtual pointer tool for agents and guest to collaborate and guide on specific areas on their screen and live video feed. | Simplifies communication by directing attention to exact locations, reducing confusion and enhancing personalization. |
| Screenshare / Screencast | Allows agents or guests to share their screen or receive shared screens during a remote session on mobile app and desktop. Not available on mobile WebRTC. | Provides visual clarity by enabling participants to share workflows, instructions, or documents in real time. |
| Video Recording - Start/Stop/Upload | Records live video sessions for compliance, training, or future reference. | Preserves session details for review, knowledge sharing, or quality assurance, improving training and compliance outcomes. |
| Geolocation | Determines the physical location of a customer or technician using GPS, IP, or network data. | Enables accurate routing, prevents fraud, and supports sustainability by reducing unnecessary travel. |
| Flashlight | Allows agents to remotely toggle the flashlight on a guest's mobile device during a session. | Improves visibility for low-light inspections, enhancing diagnostic accuracy and safety. |
| HD Photo Capture | Captures high-resolution images remotely from a guest's mobile device during live sessions. | Provides detailed visuals critical for precise issue assessment, documentation, and decision-making. |
| Image Editor | Allows agents to enhance, annotate, and modify images captured during a session directly from their desktop console. | Improves visual clarity and enables agents to highlight critical details for faster and more accurate troubleshooting. |
| Media Upload to Endpoint on Submission | Transfers session-generated media files (photos, videos) to secure storage systems like AWS with timestamping. | Ensures compliance, accessibility, and secure storage of session data for audits, training, and operational improvements. |
| AR Smart Measurement | Uses Augmented Reality (AR) to measure distances, dimensions, or object sizes during live sessions. Available with Mobile App download. | Improves precision in measurements, reduces errors, and eliminates the need for physical tools, speeding up troubleshooting and equipment ordering. |
| Desktop Console Agent Experience | Provides agents with a user-friendly desktop interface to manage and conduct visual assistance sessions. | Enhances productivity by centralizing tools in an intuitive platform, optimized for remote service operations. |
| Mobile Agent Experience (No longer selling ATM) | Enables enhanced mobile performance and features for remote visual support tasks using smartphones or tablets. | Empowers field technicians and customers with flexibility, mobility, and richer functionality-- improving responsiveness and customer satisfaction. |
| Audio Transcription | Automatically generates transcriptions from live audio during a session. | Facilitates documentation, improves accessibility, and provides valuable data for training and analysis. |
| Note Taking | Allows agents to capture freeform notes during a session, outside of predefined categories. | Enhances contextual documentation, aids in collaboration, and streamlines follow-up actions with comprehensive session notes. |
| Remote Device Controls | Grants agents temporary control over a guest's device features, like camera or flashlight, during a session. | Improves efficiency and diagnostic accuracy by enabling agents to adjust device settings remotely. |
| SightCall VISION Store Platform Integrations | Integrates SightCall capabilities, 3rd party apps, and data into your platform (CRMs, CCaaS, FSMs, etc) workflows | Improves workflows, streamlines productivity, and ensures seamless integration with enterprise systems for better data continuity. |
| Native Salesforce Integration | Integrate with off-the-shelf package | Easy deployment and UI integration. |
| Native MS Dynamics Integration | Integrate with off-the-shelf package | Easy deployment and UI integration. |
| Native Zendesk Integration | Integrate with off-the-shelf package | Easy deployment and UI integration. |
| Native ServiceNow Integration | Integrate with off-the-shelf package | Easy deployment and UI integration. |
| Native Genesys Integration | Integrate with off-the-shelf package | Easy deployment and UI integration. |
| Native NiCE Integration | Integrate with off-the-shelf package | Easy deployment and UI integration. |
| Local Photo Download | Enables agents to capture and download session photos directly to their local device. | Increases flexibility for agents, ensuring quick access to session visuals for verification and analysis. |
| Picture Timestamping | Automatically adds a visible timestamp to photos captured during a session. | Improves data authenticity and traceability for audits, fraud prevention, and compliance purposes. |
| Self-Service Data Capture | Guides users to capture critical data, such as photos and barcodes before establishing a connection | Reduces service delays by enabling pre-call collection and automatic syncing when connectivity is established. |
| Sustainability Calculation | Calculates time, cost, and carbon savings from conducting remote sessions instead of on-site visits. | Supports enterprises in meeting sustainability goals by quantifying environmental and financial benefits. |
| Meeting Scheduler | Allows agents to schedule SightCall sessions in advance | Streamlines scheduling, reduces missed appointments, and improves overall efficiency for agents and customers. |
| Meeting Management | Enables agents to create, manage, and join meetings directly within the SightCall platform. | Simplifies meeting logistics, saves time, and ensures smoother agent workflows for session management. |
| Omnichannel Invite (SMS, Email, Link, Whatsapp) | Allows technicians to send session invites via multiple channels like SMS, Whatsapp, email. | Increases customer convenience by meeting them on their preferred communication channel. |
| Offline/Online Mode | Ensures uninterrupted workflows by allowing users to continue tasks offline, with data syncing when reconnected. | Improves productivity in areas with poor connectivity, ensuring tasks can be completed without delays. |
| Guest Consents | Collects and records informed consent from customers before collecting data or initiating sessions. | Ensures compliance with privacy regulations and builds trust by maintaining transparency with customers. |
| Advanced Waiting Room | Provides a pre-session area where agents can monitor guest readiness and perform system checks. | Improves session quality by identifying potential technical issues before the session begins. |
| Pre-Call System Checks | Performs automatic checks of a guest’s audio, video, and network setup before a session starts. | Minimizes disruptions by ensuring guests’ devices are fully functional prior to joining the session. |
| PDF Report Generation and Download | Converts session data and forms into standardized PDFs for future reference or distribution. Agents can generate reports with selected activities and media, then reports can be emailed, sent to external platforms (media endpoints), or downloaded locally-- all selivery option configurable in the admin portal. | Streamlines documentation processes by creating easily shareable, universally accessible records-- delivered where they need to be. |
| Meeting Report | Aggregates session details, such as actions taken or media captured, into a comprehensive report. | Provides a detailed audit trail for compliance, quality assurance, and operational improvements. |
| Flow Report | Tracks success and error rates for steps completed during a customer’s visual journey. | Identifies pain points in workflows, enabling enterprises to optimize processes for better outcomes. |
| One-Click Email Report Distribution | Allows agents to instantly send session summaries or reports via email. | Saves time and ensures consistent, professional communication with customers and stakeholders. |
| Post-Call Quality Survey | Collects technical feedback on session performance to inform platform improvements. | Helps SightCall enhance platform stability, ensuring higher quality for future sessions. |
| One-Click Email Report Distribution | Allows agents to instantly send session summaries or reports via email. | Saves time and ensures consistent, professional communication with customers and stakeholders. |
| Live Chat | Enables real-time instant messaging during video sessions visual communication. Additionally Live Chat is enabled pre-call in a live chatroom | Improves collaboration and multitasking by allowing participants to share instructions, links, or context without disrupting the video call. |
| Media Sharing and Annotation (Share from Gallery) | Allows participants to share media files (photos, videos, or PDFs) directly from their devices during sessions with live collaborative annotations enabled | Strengthens collaboration and improves troubleshooting by enabling seamless sharing and annotation of relevant visual context. |
| Multiparty Video | Supports video sessions with up to 6 participants for collaborative problem-solving. | Enhances team coordination and customer experience by bringing multiple stakeholders together to address complex issues in real time. |
| Guest Role Transfer | Lets a participant's role be changed to "guest" or "attendee" during multiparty sessions for additional permissions. | Enhances flexibility in multiparty sessions by enabling other participants to actively contribute visual information or actions. |
| Real-Time Voice-to-Text Translation | Converts spoken communication into text in real-time, supporting multiple languages. | Breaks language barriers, enabling seamless collaboration and improving customer experience in multilingual contexts. |
| Dashboards | Displays real-time metrics and analytics in a central admin console. | Empowers managers with actionable insights into agent performance, session metrics, and system usage trends. |
| Custom Survey | Enables enterprises to deploy post-session surveys to collect feedback. | Gathers actionable insights for service improvement and customer satisfaction tracking. |
| Custom Form Data Collection | Enables enterprises to create tailored forms for data collection during remote sessions. | Standardizes information gathering, improves accuracy, and ensures auditability for specific use cases. |
| Orchestrated In-Call Guidance | Provides step-by-step workflows for agents and customers during live sessions. | Standardizes processes, improves consistency, and reduces training time while ensuring faster problem resolution. |
| e-Signature | Allows participants to digitally sign documents or images directly during a session. | Simplifies document approvals and increases efficiency with secure, real-time digital signatures. |
| Host Transfer | Allows the host to transfer meeting control to another agent during multiparty calls. | Ensures seamless transitions during escalations or lengthy sessions, maintaining uninterrupted service quality. |
| Smart OCR | Queries OCR-extracted text against internal or external databases to retrieve actionable insights. | Transforms scanned text into meaningful data, enabling agents to access critical information faster and resolve issues more efficiently. |
| Smart Barcode Scanner (Labels & Data Matrix) | Decodes barcode labels and data matrix on equipment or products against internal or external databases to retrieve actionable insights | Transforms scanned labels into meaningful data and identifications of parts/equipment speeding up troubleshooting and inventory tasks by enabling instant data analysis. |
| ACD Queue & Monitoring | Tracks agent availability, call status, and performance metrics in real time. | Enhances team management by providing supervisors with actionable insights into service operations. |
| Auto GPS Capture | Automatic request of the Guest GPS at the beginning of the Call. Location is displayed as an activity in the agent workspace if guest accepted it | Capture Instant location visibility for improved fraud detection, and faster resolution — no more manual location requests. |
| AI Face Blur Reporting | Automatically blurs faces in captured photos, applying to images shown in reports and accessed via API. | Ensure privacy and compliance without manual data control intervention |