Video assistance glossary

All the key terms for understanding the visual agent, visual assistance and what is at stake, explained simply.

Technology that lets an agent guide a customer remotely through interactive video, to diagnose a problem without a site visit.

An interface that gives every call a pair of eyes: the agent sees what the customer sees and can annotate, point or capture a photo live.

A feature for drawing or writing directly on the video stream in real time to guide the other person visually.

A cursor overlaid on the video to point precisely at an element on screen during the call.

Full customisation of the video interface (logo, colours, domain) with the client company's branding.

The principle that the end customer does not need to install any app to join a visual assistance session: a simple SMS link is enough.

After-sales service delivered through remote video diagnosis, reducing the number of unnecessary on-site interventions.

General Data Protection Regulation, the European framework governing the collection and processing of personal data.

The French “Health Data Hosting” (HDS) certification, required to process sensitive medical data in France.

A programming interface that lets third-party systems (CRM, ITSM…) trigger or embed video assistance sessions.

An automatic notification sent in real time to a third-party system when an event occurs (end of call, photo capture, etc.).

A metric measuring the share of requests resolved in the first interaction, with no further intervention.

Single sign-on protocols that let agents log in to Vizalia with their company identity.

Data protection through TLS encryption in transit and AES-256 at rest, so that session content can only be read by authorised people.

A video capture of a visual assistance call, useful for training, evidence or quality analysis.

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