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Web Contact System Overview - Cisco Integration
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Web Contact System Overview - Cisco Integration

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Web Contact Systems updates for Cisco Partners

Web Contact Systems updates for Cisco Partners

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  • 1. Web contact System
    CONTACT CENTER 2.0:
    A DIFFERENT USER EXPERIENCE
    ProductOverview
  • 2. Network
    GHIRBE
    Unified Communication
    CRM applications
    Business Intelligence
    Energia Intelligente
    R&D
  • 3. WCS:Whatisit?
    Platformfor Web PortalRealTimeServices
  • 4. Features
    Integration
    Poweredby
    2.0
  • 10. Platform
    Web
    Voice Portal
    Social
    Kiosk
    Mobile
    Other
    Unified Data Collection from every Channel
    UnifiedConfiguration and Control
    Wcsadminmodulgiveyou the opportunity to take control of yourplatform and your data. You can manageanychannel in A centralizedmanner, butall the data will be collected in the same way usingyourcrm/ctiplatform. Everycontactwill be managed with A contact center agent using A routingrule on yourcti
  • 11. ProductFeaturesInstantMessaging
    InstantMessagingbased on XMPP Standard
    • Standalonesolution or federablewithenterprise IM Infrastructure
    • 12. Escalation to A/V
    • 13. Quickrepliesbased on shortcuts
    • 14. Customer internet data popup
  • ProductFeaturesAudio Video
    Audio Videobased on SIP 2.0 Standard
    • Tested and live with Cisco Platform
    • 15. High Definition video supported
    • 16. Flash queue video support
    • 17. Customertelephony data passing
  • 8
    Customerto Business New CollaborationModels
    A customer can activate a collaborationsession (IM, VOIP or video) thatisroutedto a Contact Center queue. It’s possibleto start a traditional or a evolute collaborationsessionwith the agent.
    Customer to Contact Center
    Call Customer Care
    Presence
    (Buddy List)
    Customerwill display the availabilityof the expert fromhisBuddy Listand hecouldactivate a collaborationsession (IM, VOIP or video) withhim.
    Customer to Expert
    IM Interface
    DirectCall
    Direct Video
    It’s possibletoask the customertolet the expert addhimtohisbuddylist. In this case the expart can check the customeravailability and start a sessionwheneverhewouldliketo.
    Presence
    ( Buddy List)
    Expert to Customer
    IM Interface
    Direct Call
    Direct Video
    The customerisusing internet standard communities (MS Live, GoogleTalk, …) can check the expert availability and can contacthimdirecltywithoutaccessing the web site.
    Customer to Expert
    Presence
    IM Interface
  • 18. 9
    Business to Business New CollaborationModels
    The expert handlinghisown Buddy List can contactanother expert verifyingitsavailabilitystarting a IM session. It’s possibletoadd the samefeaturesto the intranet portal.
    Presence
    ( Buddy List)
    Expert to Expert
    (Real-Time Chat)
    IM Interface
    The expert handlinghisown Buddy List can contactanother expert verifyingitsavailabilitystarting a VOIP or video session. It’s possibletoadd the samefeaturesto the intranet portal.
    Presence
    ( Buddy List)
    Expert to Expert
    (Voice & Video)
    IM Interface
    Direct Call
    Direct Video
    An expert can contact via IM, audio or video the customer care toobtainsupport on services or productsheisproposingtocustomers (Operative Help Desk)
    Expert to Contact Center
    Call Customer Care
  • 19. ProductFeaturesDocumentPushing
    RealTimedocumentsharing
    • Full flash documentviewing
    • 20. It’s not a download, no client prerequisites
  • ProductFeaturesWeb Pushing
    Web Pushingagentcontrolled
    • Reactive web pagepush
    • 21. Formfillingsupport
    • 22. Possible Escalation to evolute collaborationtools (i.e. Cisco WebEx)
  • WCS Kiosk
    Business Case

    Video
    Communication
    Video queuing
    Simple Click ToCall
  • 26. WCS mobile model
    Mobile Access Monitor (MAM)
    Policies
    Monitoring
    Capabilities
    Supported
    devices
    WCS Mobile Application
    Document
    Sharing
    URL
    Sharing
    Screen
    Sharing
    Presence
    IM
    Audio/Video
    SDK
    Click2Contact
    Button
    Info
    Operative
    features
    ADS
    CustomerThird Party App
    Android
    IOS
    Devices
    13
  • 27. HOW IT WORKS
    It.eudata.wcs.mobile://action=“call”&service=“service1”
    Eudata Touch2Contact
    SupportedPlatforms:
    • Apple IOS
    • 28. Android
    • 29. AppAccelerators (Titanium, PhoneGap, ecc..)
    Eudata
    Touch2Contact
    Customer
    Application
  • 30. ProductFeatureProactive Web
    Focus: moveportalstoproactiveconcept. Portal can understandcustomeractivitiesprovidinginformationsbased on itsprofile and potentialneeds.
    Customerpropositionscouldbe:
    • Advertising
    • 31. Web pagepushing
    • 32. Self service system integration (IVR o virtualassistant)
    • 33. Chat contact
    • 34. Audio and video contact
  • Proactive WebHow To
    2
    1
    3
    Navigation Info
  • 35. Proactive WebExample
    Hi, I’m Paola.
    Can I help you?
    I’ve seenyou’re interestedaboutcarinsurances..
    Action
    Collection
    Business Rules
    Navigation info
    Proactive
    Engine
    Check
  • 36. WCS Model
    Proactive Web
    Web Presence
    Internet
    WCS
    Mobile
    Kiosk Integration
    UC
  • 37. Howit Works
    Portalservices
    Flash Media Server:
    • Communicationconvergence
    • 38. Session controller
    • 39. Protocolconverter
    • 40. Internet-to-Intranet Media Gateway
    Audio
    Video
    IM
    Docs
    Internet
    WCS FMS
    CustomerInfrastructure
    ACD
    Internal IM
    UC Tools
    Contact Center
  • 41. WCS Components
    Flash Media Server Node
    Gateway Controller
    XMPP Gateway
    DocumentSharing Gateway
    Admin and config controller
    Admin Interface
    SIP Gateway
    SessionHandler
    CoreAdmin
    Reporting
    Database Cluster
    Flash Media Server Node
    • Web Admin interface
    • 42. Service/Licenseactivation and control
    • 43. In or out box database
  • WCS INTERNAL ARCHITECTURE
    JS / FLEX SDK
    Backend
    GUI
    WCS
    SERVER WS SDK
    FMSS
    Web Interface
    CTI
    SessionHandler
    Core/Admin
    Mobile Interface
    SIP Server
    Monitoring and Reporting
    XMPP Server
    Kiosk Interface
    Presence Server
  • 44. ListofSupportedFeatures
    Mobile Platform
    • android 2.2
    • 45. iphone4ios4
    Protocols
    • Voice and Video: SIP
    • 46. IM: XMPP or SIP Simple
    Interface
    • Adobe Flash 9.x or higher
    • 47. IM also on standard HTML
    SDK
    • Client side: C# or Java
    • 48. Web:
    • 49. IM: HTML Or Flash
    • 50. Voice and Video: Flash
  • UsageExamples
    Web Access to Contact Center
    Nextstep: Collaboration
    Kioskinto the energyStores
    Nextstep: Self Service Services based on Voice Portal
    Integration with company mobile apps to grantprofiledaccess to Contact Center
  • 51. Usage of
    Eudata WCS
    PSTN
    Customer Care
    Web
    Secure Login
    CustomerProfile
    Blended Agent
    Do notexpose on the Web UC Infrastructure
    Movingcontacts from PSTN to Web permitcostsaving
  • 52. CVP
    Infrastructure
    Web
    IM
    A/V
    Documentpushing
    Simple Co Browsing
    Desktop sharing
    Proactive web
  • 53. Web Interaction
    Video
    Switch On Off Customer Webcam
    Chat Panel
    Web Portal Contents
  • 54. Agent Interaction
    CRM
    Unique Agent Desktop
    Multichannel Management
  • 55. Reference
    Generalinformation
    www.eudata.biz
    info@eudata.biz
    Commercial Informationsandro.parisi@eudata.biz
    Technical Information
    mirko.puliafito@eudata.biz
    Via Melchiorre Gioia 55/C20124 Milanotel : +39 (0)2 45495098fax : +39 (0)2 45495099
    http://www.youtube.com/user/Eudatasrl