joyn demo at GSMA booth during MWC 2014
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joyn demo at GSMA booth during MWC 2014

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joyn demo at GSMA booth during MWC 2014

joyn demo at GSMA booth during MWC 2014

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joyn demo at GSMA booth during MWC 2014 Presentation Transcript

  • 1. Contact Centre powered by
  • 2. IP-based Communication Services • The GSMA Network 2020 Programme is helping mobile operators towards an all-IP future • IP-based network solutions are the only way of providing the flexibility and innovation to meet customer needs and helping maintain operator relevance and revenue. • The IP-based rich communication platform - RCS, allows mobile operators to deliver enriched video, messaging and all-IP communication to Consumer and Enterprise customers. • Find out how operators can monetise their services for a Contact centre • Switching from a voice only to multi-channel contact services gives operators the opportunity to increase revenue and margin by delivering enriched call centre capabilities
  • 3. Orange Contact centre RCS mobile user Orange Mobile Network • The Orange Contact Centre demonstration highlights how a consumer using his/her smartphone interacts with the airlines to change his/her return ticket. • He/she uses RCS integrated services to select interactive chat response and engages a live conversation with a customer support agent to get a new boarding pass. • The experience is simple, fast, seamless and strengthens overall customer satisfaction. OMA RESTful API 3 RCS Network-API GW Contact Centre
  • 4. Pauline starts an IM contact to the AirFly customer service desk 4
  • 5. The agent receives Pauline’s request 5
  • 6. Pauline simply chats her travel needs 6
  • 7. the agent checks available flights 7
  • 8. the agent checks available flights 8
  • 9. the agent provides Pauline with the flight options 9
  • 10. the agent generates the e-ticket 10
  • 11. the agent generates the e-ticket 11
  • 12. the agent prepares the e-ticket for sending 12
  • 13. a joyn file transfer is initiated 13
  • 14. the joyn file transfer is completed 14
  • 15. pauline easily checks her flight ticket 15
  • 16. the agent asks if more assistance is needed 16
  • 17. the agent asks Pauline if more assistance is required 17
  • 18. the agent closes the chat session 18
  • 19. the agent is available for a new session 19
  • 20. Find out more visit www.gsma.com/futurecommunications/ about joyn APIs please visit www.orangepartner.com 20