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Brief view of Eudata Web Contact System and its application

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Wcs En

  1. 1. Web contactSolution<br />Business Case and New Features<br />
  2. 2. WCS:Whatisit?<br />RealTimeServicesfor Web Portals<br />
  3. 3. WCSTarget of the platform<br />1. The aimisto reduce callcosts by moving<br />some of the contacts from the traditional<br />phonelinesto the Web. <br />2. The web platform can provide a widerrangeofservicesthan the traditionalphonelineplatform.<br />3. It isessentialtoknow the customer, anticipate hisneeds and findananswerfor all hisrequirementsproactively.<br />
  4. 4. Customer Care<br />PSTN<br />Web<br />IM<br />A/V<br />Documentpushing<br />Simple Co Browsing<br />Customer Care<br />WCS Interface (Example)<br />Why do youhavetopayfor a toll-freenumberwhen internet iscompletely free and offers a wide rangeofservices?<br />
  5. 5. HELP DESK<br />Web<br />An agent can manage up to 5 paralleltickets via chat<br />
  6. 6. CVP<br />Web ContactCenter<br />Web<br />New Generation Contact Center Interaction<br />
  7. 7. KioskIntegration<br />Video <br />Communication<br />Simple Click ToCall<br />
  8. 8. WCS -UC and Collaboration<br />Business Case - Unified Communication forworkinggroups<br /><ul><li> Share Point is the portal system
  9. 9. Telephony on UCCM
  10. 10. Presence and IM on XMPP
  11. 11. Integration with AD</li></ul>One experience<br />Components<br /><ul><li> Cisco UCCM
  12. 12. Microsoft Share Point
  13. 13. Cuci MOC
  14. 14. Jabber</li></li></ul><li>UC ALL OVER THE WORLD<br />All youneedis a PC and a browser to contact yourcolleagues via:<br /><ul><li> IM client
  15. 15. Phone
  16. 16. Teleconference</li></li></ul><li>Services<br />Pro Active Web<br />Integration<br /><ul><li>UC Tools
  17. 17. Kiosk
  18. 18. Virtualassistant
  19. 19. Webex
  20. 20. Semantic</li></ul>PushofDocuments<br />Pushof Web Pages<br />Audio Video<br />IM<br />
  21. 21. ProductFeaturesDocumentSharing<br />It ispossibleto share a document in a generic format through the Flash platform in realtime.<br />Pre-requisite:<br /><ul><li> IM componentof the solution</li></li></ul><li>ProductFeaturesSimple Co Browsing<br />It ispossibleto share a Web page in realtime by sending it with a pushto the client’s browser.<br />Pre-requisite:<br /><ul><li> IM componentof the solution</li></li></ul><li>ProductFeaturesWebexCollaboration Flow<br />https://eudata.webex.com/eudata-en/e.php?AT=WMI&EventID=135289387&PW=NNWNkYzBlY2Fl&RT=MiMyMg%3D%3D <br />
  22. 22. Proactive WebIdea<br />Theaimistomake the web more proactive. In this way, the web willbeabletoknow the customer’s needs and provide the right information and solutions. <br />These are oursuggestions:<br /><ul><li> advertising suggestion
  23. 23. suggestion and pushof a web page
  24. 24. interactionwith self service systems (Virtual Assistant)
  25. 25. initialization of a chat
  26. 26. initialization of a call (Audio o Audio Video)</li></li></ul><li>Proactive WebExample<br />Hello, this is Paola speaking. I noticedyou are interested in ourCar and Moto products. May I help you?<br />Action<br />Collection<br />Business Rules<br />Navigation info<br />Proactive<br />Engine<br />Check<br />
  27. 27. Controlpanel<br />Key Points<br /><ul><li>direct and reduced UI
  28. 28. market oriented
  29. 29. profiled access
  30. 30. variouskindsofactions (HTML, Docs, video, IM and A/V on the Contact center)</li></ul>FINANCE<br />IM_AG<br />CREDIT<br />CALL_CC<br />PROD<br />HOME<br />SAVES<br />IM_PB<br />ADS_MT<br />MUTUI<br />The aimof the console, thanksto the profiling, istohaveaninstrumentalsoaccessible by the marketing. This will create rules in a quick and direct way accordingto the modelslinkedto business. <br />
  31. 31. Internet Web contactsystems<br />Protocols and Call Flow Standard<br />CUCM 7.X/8.X<br />CUP 8.0<br />The infrastructuralengines are in Server Farm and do notexposecriticalservices on the Web.<br />
  32. 32. Reference<br />General information<br />info@eudata.biz<br />Communicationsandro.parisi@eudata.biz<br />Via Melchiorre Gioia 55/C20124 Milanotel.: +39 02 45495098fax : +39 02 45495099<br />