WebRTC in the Call Centre
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Presentation made at the WebRTC Conference 2013 (Paris, France). ...

Presentation made at the WebRTC Conference 2013 (Paris, France).

The topic is call center applications and showing how the WebRTC channel is linked to existing customer service centre and showing how the web surfing habits and social media connections of new and existing customers are gathered in real time and displayed to the customer service agent in real time, which in turn is used to help the agent give the customer a better offering.

Miguel Ponce de Leon, Waterford Institute Showing how the WebRTC channel is linked to their existing customer service centre and showing how the web surfing habits and social media connection (Facebook, Twitter and LinkedIn) of new and existing customers are gathered in real time and displayed to the customer service agent in real time, which in turn is used to help the agent give the customer a better mobile contract offering.

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Transcript

  • 1. WebRTC in the Call Centre December 2013 Miguel Ponce de Leon Chief Architect (TSSG)
  • 2. WebRTC Online Engagement Telco Call Centre Online Engagement Voice Video Conferencing Social Networking Unified Comms 09/01/14 2
  • 3. Customer Communication  Online Engagement Technology  Customer Experience management  People Centred Computing 09/01/14 3
  • 4. Customer Communication  Give the Customer the choice 09/01/14 4
  • 5. Customer Communication  The communication is in-context, within the existing workflow / process 09/01/14 5
  • 6. Giving more context to the call  Customer was surfing before hand, must gather that context.  Google Analytics  Piwik Stats Keyword(s) on entering the page. Referrer Site. Page and site browsing history Time on page Location 09/01/14 6
  • 7. Social Media Channel  Login with Facebook, Twitter, G+  But this is a server side login    Cross-site scripting issues Access tokens only provides temporary access to SN APIs Ask Only For Permissions You Need  More than six permissions experience a significant drop off in the number of completed logins. 09/01/14 7
  • 8. Social Media integration   By the way only really want to know this customers influence. Customer is not logged in to their SN account. –    Has to Authorise the web app. What happens when they decide to not authorise the web app. Already logged in, but the web app is not authorised. Already logged in, web app is authorised. 8 09/01/14
  • 9. What to show in RealTime to the Agent ?  A new web portal for the Call Centre 09/01/14 9
  • 10. What to show in RealTime to the Agent ?  Agent Desktop on steroids, maybe too many steroids ! User ID Originating Page Visitor Type Location (based on IP) Browser History Social Profile 09/01/14 10
  • 11. What to show in RealTime to the Agent ? 09/01/14 11
  • 12. Contact  Miguel Ponce de Leon Chief Technologist  Email: miguelpdl@tssg.org    09/01/14 LinkedIn: http://ie.linkedin.com/in/miguelpdl Twitter: miguelpdl 12