CareAR for Telecom

In telecom, connectivity is everything. CareAR’s Service Experience Management (SXM) platform improves connectivity by reducing customer downtime, helping technicians solve issues faster, and expanding service coverage. Empower customers with self-service tools to resolve issues on their own. Use remote augmented reality (AR) visual assistance and guidance to troubleshoot, install, and repair equipment, as well as train staff.

Watch Video

Download Solution Brief

CareAR for Telecom

In telecom, connectivity is everything. CareAR’s Service Experience Management (SXM) platform improves connectivity by reducing customer downtime, helping technicians solve issues faster, and expanding service coverage. Empower customers with self-service tools to resolve issues on their own. Use remote augmented reality (AR) visual assistance and guidance to troubleshoot, install, and repair equipment, as well as train staff.

Watch Video

CareAR for Telecom

In telecom, connectivity is everything. CareAR’s Service Experience Management (SXM) platform improves connectivity by reducing customer downtime, helping technicians solve issues faster, and expanding service coverage. Empower customers with self-service tools to resolve issues on their own. Use remote augmented reality (AR) visual assistance and guidance to troubleshoot, install, and repair equipment, as well as train staff.

Watch Video Download Solution Brief

Industry Challenge

Improve Customer Service, Connectivity, and Maintenance with AR Visual Support

In telecom, problem solving can be especially difficult without visual guidance, leading to a subpar customer experience. Demand is high but experienced technicians are in short supply. Repeat visits, fierce competition, customer churn, regulatory scrutiny, cyber risk, skill gaps, and complex equipment requiring advanced expertise all add up to insurmountable challenges for telecom companies.

Top Challenges in Telecom Industry

A shortage of experienced technicians, which puts routine, preventative maintenance at risk and causes increased downtime

High customer attrition due to unsatisfactory customer service, as well as long resolution times

Field technicians with skill gaps; complex equipment and networks requiring expensive, specialized training, skills, and education

Download Solution Brief

%

of consumers cancel their contracts with their communications service provider (CSP) due to having to call more than once to resolve an issue

Enterprise AR remote visual assist and self-solve service experiences

CareAR allows telecom companies to transform their service experience with AR visual assistance, immersive self-learning, and self-solve guidance. CareAR solutions work to reduce equipment downtime by helping service technicians more quickly resolve repair issues with contextually guided remote assist and empowering customers with self-solve service experiences. Junior techs can connect with remote experts from their smartphones, tablets, or smart glasses for training, product insights, and step-by-step assistance.

Boost Self-solve

Boost self-solve effectiveness for customers and employees with step-by-step AR visual direction. Unique CareAR state detection verifies motion to dynamically adjust guidance.

Improve First-time Fix Rates

Use AR-powered visual guidance to remotely diagnose issues before on-site visits, so you can bring the correct parts and tools on the first visit.

Enable Remote Support and Training

Upskill junior technicians by remotely connecting them with experts who can talk them through troubleshooting and fixing problems. Use CareAR^® Instruct for training.

Reduce Service Costs

Employ remote assistance to deflect dispatches, decrease downtime, solve problems on the first visit, and develop a well-trained staff. It all adds up to greater efficiencies and money saved.

Telecom Use Cases

Phone Tower and Cable Company Network Installation

Use remote guidance to help teams install phone towers and cable networks and get them up and running. Junior technicians can use smartphones, tablets, or smart glasses to show experienced techs what they are seeing live. Remote experts can help troubleshoot and give annotated instructions.

Inspection, Repair, and Maintenance

Use AR-enabled and drone assisted real-time video to survey equipment remotely. Use anchored circles, arrows, and text to highlight parts or areas that need attention. Remotely talk field technicians through routine maintenance or repairs. Use CareAR® Insight to predict when a part will need replacing.

Customer Self-solve and Employee Remote Training

Use CareAR® Instruct to empower customers to quickly resolve issues on their own. Keep field technicians’ skills up to date, especially as equipment becomes more complex. Senior techs can train junior techs remotely, and then document and store annotations made during a work session for future use. Capture institutional knowledge from retiring technicians.

“The CareAR partnership demonstrates Verizon’s commitment to continuous innovation for our customers, employees, and field personnel. Through our 5G and Edge computing, we can deliver advanced AR and AI capabilities via CareAR on standard mobile as well as smart glass and drone devices, that drive even greater efficiencies and experiences not thought possible in the past..”

Sampath Sowmyanarayan,
Chief Revenue Officer, Verizon Business

AR Technologies

CareAR® Instruct

CareAR Instruct enables the creation of digital instructions leveraging augmented reality, augmented intelligence and 3D digital twin for a self-guided and animated step-by-step flow on iOS, Android, or browser. Bridge the skills gap by empowering anyone to follow easy steps contextually personalized for resolving issues or training.

CareAR® Assist

CareAR Assist enables service teams anywhere to instantly provide remote enterprise AR visual support for their customers, employees, and field technicians. Enable access to remote experts or agents for deflecting costly dispatches, reducing time-sensitive resolutions, while fostering safety.

CareAR® Experience Builder

Experience Builder enables easy CareAR Instruct step-by-step authoring with no code, drag-and-drop guidance creation. Experience Builder makes it easy and fast to add 2D, 3D, video, and other content to design your own instructions and offer content in context.

Free Report: AR for Supporting Large Install Bases

Download Now

CareAR for Telecom

CareAR for Telecom