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MOBILE MIRRORING BY CSG VISUAL CONNECT | 1

MOBILE MIRRORINGWITH CSG VISUAL CONNECTDeliver real-time on-screen guidance to your customers while ensuring maximum privacy

© 2020 CSG SYSTEMS INTERNATIONAL, INC. AND/OR ITS AFFILIATES (“CSG”). ALL RIGHTS RESERVED. CSG® IS A REGISTERED TRADEMARK OF CSG SYSTEMS INTERNATIONAL, INC.

Mobile Mirroring allows a contact center agent to

remotely view either a customer’s entire mobile screen

or a specific application only. This enables them to

provide visual guidance for a wide range of device,

software and account issues using a live pointer or

augmented reality (AR) annotations.

HOW IT WORKS

Connect—The agent selects the sharing mode

and sends an invitation SMS to the customer to

begin a live session. The customer is asked to

approve access.

See—The agent views the customer’s issue to

identify the cause and appropriate course of

action.

Guide—The portion of the screen being shared

is automatically highlighted. The agent uses

a live pointer or AR annotations to guide the

customer to a resolution.

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Verify—The agent visually confirms that the

issue has been resolved.

CORE CAPABILITIES

Choice of implementation modes

Integrate to your native app with mobile SDK

or allow users to instantly download a

white-label app.

Privacy by design

Mirroring is view-only—the agent cannot take

any actions on the customer’s device. Each

session requires explicit approval by the

customer, who can pause or stop sharing at

any time.

View selected app or entire screen

The agent chooses the relevant mode: app

sharing for navigation and usage issues or

full-screen sharing for settings or web issues.

Synergy with live video assistance

Customers’ hardware and software issues

can be resolved from the same suite of tools.

Integrate with your CRM

The tool can be seamlessly launched from

any CRM console, enabling full knowledge

base synchronization.

USE CASES

FULL-SCREEN MIRRORING

View mobile device settings

View running applications

Provide app installation guidance

Share information about new services

Operation system troubleshooting

Assist with website navigation

APPLICATION MIRRORING

Resolve billing queries and disputes

Modify account settings

Promote subscriptions to new services

Provide self-service education to avoid future

calls

Assist with operating specific applications

Help customers fill out forms

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© 2020 CSG SYSTEMS INTERNATIONAL, INC. AND/OR ITS AFFILIATES (“CSG”). ALL RIGHTS RESERVED. CSG® IS A REGISTERED TRADEMARK OF CSG SYSTEMS INTERNATIONAL, INC.

KE Y BENEFITS

Enhance CX while addressing your

customers’ privacy concerns

Resolve more issues quickly with minimal

effort

Increase agent productivity with an

interactive visual solution

Reduce service costs by avoiding repeat

calls and technician visits

Increase customer lifetime value through

timely upsell

Drive adoption of new digital products and

services

ABOUT CSGFor more than 35 years, CSG has simplified the

complexity of business, delivering innovative customer

engagement solutions that help companies acquire,

monetize, engage and retain customers. Operating

across more than 120 countries worldwide, CSG

manages billions of critical customer interactions

annually, and its award-winning suite of software and

services allow companies across dozens of industries to

tackle their biggest business challenges and thrive in an

ever-changing marketplace. CSG is the trusted partner

for driving digital innovation for hundreds of leading

global brands, including AT&T, Charter Communications,

Comcast, DISH, Eastlink, Formula One, Maximus, MTN

and Telstra.

To learn more, visit our website at csgi.com and connect

with us on LinkedIn, Twitter and Facebook.

First Contact Resolution Rate

Average Handle Time

Customer Satisfaction

Customer Lifetime Value