Shmuel Mishali, CEOMickey Breznuik, CTOYOUCC Technologies, LTDwww.youcc.net
Chat Center Solution
Chat Center Solution• Chat center solution simulate the paradigm of telephony call  center with the equivalent functionali...
User turns to the help desk of the                Support Pool                                     companys website, while...
CExpert | User side functionalityClick to Chat!           Top Features           • Call straight from the company site wit...
Presencebased chat
Chat Center Solution iPhone like     Your queue   Identificationchat            position      and personal                ...
CExpert | Dispatcher functionalityClick to Chat!           Top Features           •   Managing several chats simultaneousl...
SupporterSupporting   screen based  screen        on LYNC
CExpert | Shift Manager functionalityClick to Chat!           Top Features           • Transfer a call from a representati...
Shift manager dashboard
Chat Center Solution
Architecture Diagram |CExpert
System Reports |CExpert
Product Advantages• Construction of farm infrastructure and customer  DRP HA configuration• TLS encryption end to end comm...
Product Advantages• Distribution of specialized support groups• Identify the IP address of the applicant uses of  informat...
Organizational Advantages• Adding More Efficient channel service• Compliance with regulations• Compliance with information...
Youcc cexpert short
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Youcc cexpert short

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Youcc cexpert short

  1. 1. Shmuel Mishali, CEOMickey Breznuik, CTOYOUCC Technologies, LTDwww.youcc.net
  2. 2. Chat Center Solution
  3. 3. Chat Center Solution• Chat center solution simulate the paradigm of telephony call center with the equivalent functionality.• Chat system on-line streamlines the work of a service center with online chat center capabilities.• Creating additional communication channel from the company’s internet site and social networks , interfacing with the organizations internal employees for support.• The system was developed based on Enterprise customers requirements in Information Security , Compliance and regulations.• The system uses the Microsoft LYNC infrastructure and Microsoft SQL - developed in cooperation with Microsoft .
  4. 4. User turns to the help desk of the Support Pool companys website, while choosing a topic which needs assistance Company LogoWhen receiving areferral, are a Callsupporter of thecustomers relevantinformation andreferral Web TLS Session The system transfers the reference supporter support system available from the database and Click to Chat! assigns a number for customer
  5. 5. CExpert | User side functionalityClick to Chat! Top Features • Call straight from the company site without external communication channel. • Identification according to predefined parameters (ID, password, username, mobile number, etc.). • Can work with anonymous user - the administrators discretion. • Choosing a topic dependent support from different screens areas. • Receive e-mail reference documentation for reuse and reduction of repeated requests. • Service streamlining - shortening waiting times. • Clear knowledge about service availability banner displayed on the site. • Chat functionality requires no client side installation.
  6. 6. Presencebased chat
  7. 7. Chat Center Solution iPhone like Your queue Identificationchat position and personal information Customizable chat screens
  8. 8. CExpert | Dispatcher functionalityClick to Chat! Top Features • Managing several chats simultaneously (a predefined amount of concurrent chats). • Making escalation (call forwarding) another to representative or manager. • Use ready-made scripts. • Displays information about the applicant organizations from the CRM system • Displays information relevant from organizational knowledge management system • Link transfer capability • Ability to transfer files . • Full documentation of the call - for back posts and the needs for regulation • Dedicated dashboard showing the Subject , applicant information, CRM data and knowledge management system data.
  9. 9. SupporterSupporting screen based screen on LYNC
  10. 10. CExpert | Shift Manager functionalityClick to Chat! Top Features • Transfer a call from a representative support - including all the information stored on the conversation • Dedicated dashboard that includes four key graphs (information is updated in real time and date of show). • Duration of treatment requests various support topics segmentation • Number of references to the current day segmenting the various support topics • Missed reference amount segmenting the various support topics • Waiting times segmenting the various support topics • System reports to display information about the activity center • Management Interface - allows setting additional supporters, adding support subjects , close and opening times.
  11. 11. Shift manager dashboard
  12. 12. Chat Center Solution
  13. 13. Architecture Diagram |CExpert
  14. 14. System Reports |CExpert
  15. 15. Product Advantages• Construction of farm infrastructure and customer DRP HA configuration• TLS encryption end to end communication• Fully conversations documentation and compliance with regulatory requirements• Get detailed reports of various segments• Connect to AD and management support groups
  16. 16. Product Advantages• Distribution of specialized support groups• Identify the IP address of the applicant uses of information security• Interfacing systems such as Dynamics CRM & Siebel• KM systems such as Sharepoint & KANA• the system exposes Web Services to interface with external systems• Telephony systems interfacing
  17. 17. Organizational Advantages• Adding More Efficient channel service• Compliance with regulations• Compliance with information protection procedures• CRM systems interfacing capability and knowledge management within the organization• Queue management on areas of expertise - along with the call center support groups and client issues.• Ability to customize the system meta data fields along with the organization needs.

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