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Discover more about about how joyn can improve your customers' life. Pauline uses joyn to book a flight.

Discover more about about how joyn can improve your customers' life. Pauline uses joyn to book a flight.

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  • 1. Customer Contact Solutions presents
  • 2. Pauline is in a bus on the way to work. She needs to contact Air Fly. “Oups !... I forgot to call Air Fly for my reservation !”
  • 3. She looks for Air Fly’s contact number in her directory app (e.g. 118 712). I hope chat is possible… Great ! A Joyn icon ! This company can be reached through voice and chat.
  • 4. Pauline clicks the Joyn icon, then selects the media “Chat". She gets connected with an Interactive Chat Response (ICR). chat
  • 5. She asks the ICR if she can change her flight reservation… ?...
  • 6. She asks the ICR if she can change her flight reservation… ?...
  • 7. … but Pauline needs to speak with a live agent. She selects another media “voice” ″I will negotiate the charge for booking modification with an agent…″ voice
  • 8. … but Pauline needs to speak with a live agent. She selects another media “voice” ″I will negotiate the charge for booking modification with an agent…″ voice
  • 9. … but Pauline needs to speak with a live agent. She selects another media “voice” Nice ! No waiting time on voice media… voice
  • 10. Pauline starts conversation with an agent. The agent proposes new schedules.
  • 11. Pauline starts conversation with an agent. The agent proposes new schedules. Hello Pauline, welcome to Air Fly. You want to shift your booking ?
  • 12. Pauline starts conversation with an agent. The agent proposes new schedules. Hello, yes I would like to take a earlier flight Hello Pauline, welcome to Air Fly. You want to shift your booking ?
  • 13. Pauline starts conversation with an agent. The agent proposes new schedules. Hello, yes I would like to take a earlier flight Hello Pauline, welcome to Air Fly. You want to shift your booking ? OK, no problem. I send you the schedules by chat
  • 14. Pauline starts conversation with an agent. The agent proposes new schedules. Hello, yes I would like to take a earlier flight Hello Pauline, welcome to Air Fly. You want to shift your booking ? OK, no problem. I send you the schedules by chat
  • 15. During the whole session, IM channel remains open, allowing to transfer files, share content, etc…
  • 16. During the whole session, IM channel remains open, allowing to transfer files, share content, etc… 15h15 is fine !
  • 17. During the whole session, IM channel remains open, allowing to transfer files, share content, etc… Perfect. Do you want to download your e-ticket on your smartphone ? 15h15 is fine !
  • 18. During the whole session, IM channel remains open, allowing to transfer files, share content, etc… Perfect. Do you want to download your e-ticket on your smartphone ? 15h15 is fine ! Yes please !
  • 19. During the whole session, IM channel remains open, allowing to transfer files, share content, etc… Perfect. Do you want to download your e-ticket on your smartphone ? 15h15 is fine ! Yes please !
  • 20. During the whole session, IM channel remains open, allowing to transfer files, share content, etc… Perfect. Do you want to download your e-ticket on your smartphone ? 15h15 is fine ! Yes please !
  • 21. Pauline downloads her e-ticket, her flight is ready. She is satisfied…
  • 22. with Joyn for customer contact solutions : ■ caller and callee are identified by phone numbers
  • 23. with Joyn for customer contact solutions : ■ caller and callee are identified by phone numbers ■ a multimedia communication (chat, voice…) is established between the caller from his/her Smartphone and the called enterprise
  • 24. with Joyn for customer contact solutions : ■ caller and callee are identified by phone numbers ■ a multimedia communication (chat, voice…) is established between the caller from his/her Smartphone and the called enterprise ■ companies continue to use either “special numbers” or “geographical” numbers
  • 25. with Joyn for customer contact solutions : ■ caller and callee are identified by phone numbers ■ a multimedia communication (chat, voice…) is established between the caller from his/her Smartphone and the called enterprise ■ companies continue to use either “special numbers” or “geographical” numbers ■ “special numbers” are enriched with multimodal features (voice, chat…)
  • 26. with Joyn for customer contact solutions : ■ caller and callee are identified by phone numbers ■ a multimedia communication (chat, voice…) is established between the caller from his/her Smartphone and the called enterprise ■ companies continue to use either “special numbers” or “geographical” numbers ■ “special numbers” are enriched with multimodal features (voice, chat…) ■ Interactive Voice Responder (IVR) becomes Chat Responder “ICR”, identifies the caller and provides him/her with simple information
  • 27. with Joyn for customer contact solutions : ■ caller and callee are identified by phone numbers ■ a multimedia communication (chat, voice…) is established between the caller from his/her Smartphone and the called enterprise ■ companies continue to use either “special numbers” or “geographical” numbers ■ “special numbers” are enriched with multimodal features (voice, chat…) ■ Interactive Voice Responder (IVR) becomes Chat Responder “ICR”, identifies the caller and provides him/her with simple information ■ voice + chat interaction removes voice queuing for the caller
  • 28. with Joyn for customer contact solutions : ■ caller and callee are identified by phone numbers ■ a multimedia communication (chat, voice…) is established between the caller from his/her Smartphone and the called enterprise ■ companies continue to use either “special numbers” or “geographical” numbers ■ “special numbers” are enriched with multimodal features (voice, chat…) ■ Interactive Voice Responder (IVR) becomes Chat Responder “ICR”, identifies the caller and provides him/her with simple information ■ voice + chat interaction removes voice queuing for the caller ■ voice + chat interaction increases the efficiency of the conversation
  • 29. Which « Joyn for CCS » features illustrated by Air Fly use case ? feature 1 : « Joyn enriched » directory app
  • 30. Which « Joyn for CCS » features illustrated by Air Fly use case ? feature 2 : choice of a media on company contact number ( either « special » or « black » number)
  • 31. Which « Joyn for CCS » features illustrated by Air Fly use case ? feature 3 : special number tariff information notification (when chat session must be « over charged »)
  • 32. Which « Joyn for CCS » features illustrated by Air Fly use case ? feature 4 : dialog with Interactive Chat Response (ICR) for selfcare chat automation
  • 33. Which « Joyn for CCS » features illustrated by Air Fly use case ? feature 5 : addition or change of media during ongoing communication
  • 34. Which « Joyn for CCS » features illustrated by Air Fly use case ? feature 6 : waiting time and agent availability notification (via chat  no voice queuing)
  • 35. Which « Joyn for CCS » features illustrated by Air Fly use case ? feature 7 : special number tariff change during ongoing communication
  • 36. Which « Joyn for CCS » features illustrated by Air Fly use case ? feature 8 : file transfer & content sharing during ongoing communication