REMOTE SUPPORT
BY GEORG BEYSCHLAG, TEAMVIEWER AMERICAS
THE REMOTE TRANSFORMATION
HOW AI-DRIVEN TECHNOLOGIES ARE HELPING TO ACHIEVE IT.
Spring 2025 will mark the five-year anniversary of the COVID-19 pandemic: an almost unimaginable disaster causing immense loss and disruption that has left a lasting impact on nearly every industry, including contact centers.
The pandemic forced an emergency shift to remote work, which has now – half a decade later – developed into sophisticated hybrid models powered by artificial intelligence( AI) and remote support technology. But the pandemic didn’ t just change where contact center agents work, it changed how they work.
32 CONTACT CENTER PIPELINE
THE BREAKING POINT THAT LED TO BREAKTHROUGHS
Overnight, contact centers were forced to transition their operations from in-person to remote. While this was an emergency response born out of necessity, it has since become a catalyst for innovation.
But with the help of remote support technologies, such as device access, monitoring, patch and update management, and repair, now enabled by AI, contact centers have been able to address long-standing industry challenges. These include knowledge transfer and service consistency.
... THE PANDEMIC DIDN’ T JUST CHANGE WHERE CONTACT CENTER AGENTS WORK, IT CHANGED HOW THEY WORK.
ILLUSTRATION PROVIDED BY ADOBE STOCK
Our recent data shows that 79 % of decision-makers now engage with AI at least weekly, with over a third using it daily. This represents a dramatic increase from just 52 % weekly usage in 2023.
This uptick in adoption, paired with remote support capabilities, has transformed contact centers into efficient hybrid operations.
Moving way beyond viewing these technologies as temporary emergency responses, contact centers now regard them as invaluable to everyday operations.
AI: THE GAME-CHANGER
We can’ t talk about new technologies without talking about AI. And much like with most industries, the integration of AI into remote support platforms has been transformative for the contact center industry.
Tasks that historically took five to 10 minutes – such as documenting a remote support case – are eliminated with the help of AI.
This type of technology alone is making a huge difference in how contact centers operate.
But AI-powered tools can do more than just routine tasks. They can now serve as intelligent assistants enhancing agent capabilities.
Remote support technologies, powered by AI, can analyze customer patterns to identify common issues. From there, the systems can suggest solutions and even predict potential problems before they occur or escalate.
With these predictive tools, we estimate that an organization that is handling 600 monthly support sessions can cut an average of 75 hours of work every month.
Our clients’ experience bears this out. Transparent BPO, which delivers contact center services and customer support with over 3,000 employees across multiple countries – was facing significant challenges supporting their distributed workforce.
By implementing an integrated remote support solution, Transparent BPO revolutionized their IT support process with a 70 %-80 % reduction in time spent per incident.