Peaks that overload, lulls that waste
At peak hour the line reaches the door; two hours later the office is empty. Share capacity across sites and serve demand where it appears, without sizing every point for its worst moment.
You digitized the transaction. Now digitize the advice.
Phygital Telepresence turns branches, hotels, clinics, stores and any physical space into points connected to the right specialist, wherever they are. No extra headcount: every point in your network performs like your best one.
Four leaks of revenue and experience in your physical network.
Phygital Telepresence doesn't replace your physical network: it connects it to all of your service capacity, wherever it sits.
The expert isn't on site
The customer is ready to decide, but the person who can resolve it isn't there. The specialist appears on screen and the process continues, without sending the customer to another office or another day.
Digital channels with no way out
Bot, chat, phone and branch run as separate conversations. When the case gets complicated, the customer moves to a person on video who knows everything that came before, and resolves it.
Self-service without support
Processes that die in a form or an app, and hours when the point is closed. With a person on video, the case gets resolved instead of abandoned.
The full eight problem areas, with how each one loses value and the KPIs it erodes, are in the report The CX gap in assisted service.
From self-service to teleservice. Without changing places.
When a transaction is enough, automation handles it. When the customer needs judgment, trust or someone to close, a person from your team appears at the same point: shares the screen, advises, resolves and can close the deal.
Three access points. One single operation.
Video Kiosk, Tablet and Mobile are the front door; the operation behind them is the same. The device changes, not who serves your customer or how they experience it. No apps, no downloads.
Video Kiosk with QR
Your expert, life-size, in the hall, the lobby, the branch or the storefront. Serves when someone needs it and promotes your offer when no one is connected.
Touch tablet or QR
At reception, in the exam room or at the advisor's desk. Your staff bring in the specialist with one tap and resolve in the same visit what used to be pushed to another channel.
Mobile via QR
A QR code on screen, a sticker or your website turns the customer's phone into a direct line to your team, on site and after they leave.
Your physical network doesn't need more people at every point. It needs access to the people you already have.
Don't move the customer to the expert. Project the expert to the customer.
Project · Serve · Sell. The point projects your brand and your offer; your team serves in seconds from wherever they are; the sale closes while interest is still alive.
With interactive advertising.
When no one is connected, the screen keeps working: campaigns and content tailored to each point, managed from one place, that take customers from looking to asking.
No one repeats who they are.
Customers identify themselves once, in the most convenient way. Your team knows who they are and what they need from the first second, and that context stays with them through to the close.
No lines, no middlemen.
Customers choose what they want to do: buy, book, ask, complete a process or talk to a specialist. Each service reaches its own team, with its own rules and branding, without a line.
With an expert, in seconds.
SPLIT technology routes each interaction in real time to the right available expert, whether at another site, in the Contact Center or at a Remote Desk.
Live screens or tickets.
Documents, links, screen sharing and the phone's camera turn the conversation into real work: the expert works on the customer's actual case, not on a description of it.
Leaving no room for doubt.
What can be resolved is resolved on the spot. What needs more time continues on the phone, with a new connection or with another specialist, without losing context.
Before anything cools off.
The decision is made while interest is alive. With the expert right there to clarify terms, the sale closes on site instead of being pushed to another visit.
Five ways to connect. The customer always chooses.
One point offers several service paths, and your team manages them all from the same operation.
Video Kiosk
Life-size video on the point's screen; the audio, privately, through the customer's phone.
Video Call
The video call moves to the phone when the customer needs to leave.
Voice Call
Digital voice from the phone for those who prefer to talk without a camera.
WhatsApp
Follow-up, appointments, payments and continuity when the process requires it.
Web App
Your catalog, eCommerce, web chat, bookings or forms, accessible from the point.
Intelligent Routing
The screen is just the access point; the value is behind it. A single network of experts shares capacity and handles inquiries from all your points with SPLIT multimodal technology.
Every inquiry reaches the right, available specialist.- One site's capacity serves another site's demand.
- Agents in a branch, the Contact Center or at a remote desk.
- If the interaction drops, the customer keeps their priority.
- No waiting, no friction, no apps.
Behind every screen, always a person from your team.
Phygital Telepresence makes the capacity you already have accessible from more points and for more hours. It isn't an avatar: it's a real person, instantly.
Branch or Head Office
Know-how no longer depends on where someone sits. The head-office specialist also serves the points that don't have that profile.
Contact Center
Video joins the operation you already run. Your Contact Center, in-house or BPO, serves the physical points with its queues, shifts and supervision.
Remote Desk
Capacity where and when it's needed: experts working from home, another city or another country to cover hours, languages or specialties.
The most expensive channel in the network is no longer the fixed desk.
It's not about removing the human touch, but what makes it expensive to have it at every point. Service stays person to person; what disappears is the need to have every person in every place.
Less time
No waiting: your team serves several points at once.
More quality
The most suitable available specialist at every location.
Less travel
Experts resolve from where they are, without traveling.
More coverage
Every point connected, without needing a local team.
One team for the whole network
Capacity is no longer tied to one site: the same team serves every point.
Capacity that works, not capacity that waits
Idle hours at one point become useful service at another. You pay for capacity that works, not capacity that waits.
More hours, more services
Extend hours and services with the teams you already have, in another shift or another time zone.
Open a point, not an office
Extend your presence without replicating infrastructure: no premises, no build-out and no dedicated staff.
The expert doesn't travel, they serve
Their time goes to customers, not to traveling between sites.
Hardware, no lock-in
Off-the-shelf kiosks and tablets, managed remotely and with no telecom carrier costs.
What used to be postponed now closes.
When the expert reaches the customer at the moment of need, four things change in your operation.
Sales without delay
The specialist appears while interest is alive, and complex deals close in the same visit.
Fewer drop-offs
The conversation continues on the phone, with an appointment or through another channel. The customer never starts over.
Fewer handoffs
Less waiting and fewer “come back another day”: the customer talks to someone who can resolve.
Measurable operations
Wait time, duration, resolution and rating, by agent and by point, all centralized.
One operation. A different expert in every sector.
Wherever the customer is in one place and the person who can resolve is in another. What changes is who you project; the operation stays the same.
Financial services
Banks, insurers, credit unions and lenders. The investment, mortgage or claims specialist joins the advisor's desk without booking another day; the Remote Desk absorbs peak hours and the storefront kiosk serves while the office is closed.
Healthcare and clinics
Clinics, hospitals, labs and pharmacies. The remote medical secretary handles admissions and appointments without lines and takes the load off reception; when needed, it transfers to the doctor by voice or video, after hours too.
Tourism and transportation
Hotels, resorts, airports and travel agencies. One remote concierge covers several lobbies or terminals, tours and transfers are sold at the kiosk with a real person, and the guest room connects to the front desk without a landline.
Retail and stores
Specialty stores, big-box retailers, malls and showrooms. The product specialist serves several points at once and handles complex sales with human judgment: teleservice, not self-service.
Automotive and mobility
Dealerships, service centers and car rentals. The sales, financing or after-sales advisor serves by video on the showroom floor or on the customer's phone, even when the local advisor is busy.
Public sector, telecom and utilities
Government agencies, citizen services, water, energy and telecommunications. A remote agent serves without an appointment, with sign language and Indigenous language interpreters, and the office keeps serving from the street after hours.
Four ways to deploy each point
You don't have to transform the whole network. Each point adopts the operating model your business or process needs.
Augmented point
The local team keeps serving and brings in the remote expert when an inquiry needs a specialty that isn't on site.
Remote Desk
A physical desk staffed from head office, another site or home. You adjust local capacity without moving anyone.
Always-open point
After hours or with the premises closed, the point stays connected to your remote team.
PWA point
A virtual access point on the phone, with no app, to stay in touch and return to the service at any time.
In-person service, finally measurable.
See what happens at each point and where capacity is missing. Real data from bank branch deployments, anonymized.
CES >6/7
Minimal customer effort: service in 0–3 minutes.
FCR 95%
First-contact resolution, no handoffs.
CSAT >9/10
Overall rating of service through the video channel.
Integrates with your Contact Center as one more channel.
Physical points join the same service operation: queues, agents, supervision and reporting, on the platform you already use or on Interactive Powers'.
Behind every screen: Video RTC, Web ACD, Smart IVR and Video REC.
Learn MoreFrequently asked questions before you decide
Who answers on the other side?
A person from your team or your BPO. The customer sees them from the first moment: someone real, with empathy and the ability to resolve; not an avatar.
What happens if the call drops?
The interaction is recovered with priority and, depending on the flow, the customer can continue from their phone. Continuity is built into the operation itself.
What if the customer doesn't want video?
They can talk by digital voice only or continue from their own phone. Each point offers different connection modes based on each user's preference.
Who maintains the points?
Content, branding and configuration are managed remotely from Kiosk Manager. No development needed: the points run from day one.
What about data security?
The platform runs on AWS, with a local region option. The infrastructure provides its certifications (ISO 27001, SOC, PCI DSS), and Interactive Powers complies with GDPR and HIPAA. Files can stay in your own cloud.
Where does it fit best?
In networks where expert know-how is unevenly distributed, with demand peaks and lulls, or with services that need human advice to be sold.
Where doesn't it fit?
Where self-service already does the job or the service is purely transactional, with no need to advise, sell or support.
Do we have to transform the whole network?
No. You start with one specific process, a few points and a remote team; you measure, then scale by point or by service until the process is optimized.
You don't need to transform the whole network to get started.
Pick a process that gets postponed today, a few points and a remote team. In 30 days you compare video service with your current model and decide with your own data.
30- or 60-day pilot
Days 1–30: launch of the process, its points and its remote team, with your brand on every screen. Days 31–60: separate measurement of the video channel and comparison with pure digital and in-person service.