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Brief view of Eudata Web Contact System and its application

Brief view of Eudata Web Contact System and its application

Published in: Technology, Business
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Transcript

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

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