Web Contact System Overview - Cisco Integration


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Web Contact System Overview - Cisco Integration

  1. 1. Web contact System<br />CONTACT CENTER 2.0:<br />A DIFFERENT USER EXPERIENCE<br />ProductOverview<br />
  2. 2. Network<br />GHIRBE<br />Unified Communication<br />CRM applications<br />Business Intelligence<br />Energia Intelligente<br />R&D<br />
  3. 3. WCS:Whatisit?<br />Platformfor Web PortalRealTimeServices<br />
  4. 4. Features<br />Integration<br /><ul><li>Your UC Tools
  5. 5. Kiosk
  6. 6. Mobile
  7. 7. Virtualassistant
  8. 8. Webex
  9. 9. Semantic</li></ul>Poweredby<br />2.0<br />
  10. 10. Platform<br />Web<br />Voice Portal<br />Social<br />Kiosk<br />Mobile<br />Other<br />Unified Data Collection from every Channel<br />UnifiedConfiguration and Control<br />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<br />
  11. 11. ProductFeaturesInstantMessaging<br />InstantMessagingbased on XMPP Standard<br /><ul><li>Standalonesolution or federablewithenterprise IM Infrastructure
  12. 12. Escalation to A/V
  13. 13. Quickrepliesbased on shortcuts
  14. 14. Customer internet data popup</li></li></ul><li>ProductFeaturesAudio Video<br />Audio Videobased on SIP 2.0 Standard<br /><ul><li>Tested and live with Cisco Platform
  15. 15. High Definition video supported
  16. 16. Flash queue video support
  17. 17. Customertelephony data passing</li></li></ul><li>8<br />Customerto Business New CollaborationModels<br />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.<br /> Customer to Contact Center<br />Call Customer Care<br />Presence<br />(Buddy List)<br />Customerwill display the availabilityof the expert fromhisBuddy Listand hecouldactivate a collaborationsession (IM, VOIP or video) withhim.<br /> Customer to Expert<br />IM Interface<br />DirectCall<br />Direct Video<br />It’s possibletoask the customertolet the expert addhimtohisbuddylist. In this case the expart can check the customeravailability and start a sessionwheneverhewouldliketo.<br />Presence<br /> ( Buddy List)<br />Expert to Customer<br />IM Interface<br />Direct Call<br />Direct Video<br />The customerisusing internet standard communities (MS Live, GoogleTalk, …) can check the expert availability and can contacthimdirecltywithoutaccessing the web site.<br /> Customer to Expert<br />Presence<br />IM Interface<br />
  18. 18. 9<br />Business to Business New CollaborationModels<br />The expert handlinghisown Buddy List can contactanother expert verifyingitsavailabilitystarting a IM session. It’s possibletoadd the samefeaturesto the intranet portal.<br />Presence<br /> ( Buddy List)<br />Expert to Expert<br />(Real-Time Chat)<br />IM Interface<br />The expert handlinghisown Buddy List can contactanother expert verifyingitsavailabilitystarting a VOIP or video session. It’s possibletoadd the samefeaturesto the intranet portal.<br />Presence<br /> ( Buddy List)<br />Expert to Expert<br />(Voice & Video)<br />IM Interface<br />Direct Call<br />Direct Video<br />An expert can contact via IM, audio or video the customer care toobtainsupport on services or productsheisproposingtocustomers (Operative Help Desk)<br />Expert to Contact Center<br />Call Customer Care<br />
  19. 19. ProductFeaturesDocumentPushing<br />RealTimedocumentsharing<br /><ul><li>Full flash documentviewing
  20. 20. It’s not a download, no client prerequisites</li></li></ul><li>ProductFeaturesWeb Pushing<br />Web Pushingagentcontrolled<br /><ul><li>Reactive web pagepush
  21. 21. Formfillingsupport
  22. 22. Possible Escalation to evolute collaborationtools (i.e. Cisco WebEx)</li></li></ul><li>WCS Kiosk<br />Business Case<br /><ul><li>Finance
  23. 23. Gas & Power
  24. 24. Retail
  25. 25. Public Administration</li></ul>…<br />Video <br />Communication<br />Video queuing<br />Simple Click ToCall<br />
  26. 26. WCS mobile model<br />Mobile Access Monitor (MAM)<br />Policies<br />Monitoring<br />Capabilities<br />Supported<br />devices<br />WCS Mobile Application<br />Document<br />Sharing<br />URL<br />Sharing<br />Screen<br />Sharing<br />Presence<br />IM<br />Audio/Video<br />SDK<br />Click2Contact<br />Button<br />Info<br />Operative<br />features<br />ADS<br />CustomerThird Party App<br />Android<br />IOS<br />Devices<br />13<br />
  27. 27. HOW IT WORKS<br />It.eudata.wcs.mobile://action=“call”&service=“service1”<br />Eudata Touch2Contact<br />SupportedPlatforms:<br /><ul><li> Apple IOS
  28. 28. Android
  29. 29. AppAccelerators (Titanium, PhoneGap, ecc..)</li></ul>Eudata<br />Touch2Contact<br />Customer<br />Application<br />
  30. 30. ProductFeatureProactive Web<br />Focus: moveportalstoproactiveconcept. Portal can understandcustomeractivitiesprovidinginformationsbased on itsprofile and potentialneeds.<br />Customerpropositionscouldbe:<br /><ul><li> Advertising
  31. 31. Web pagepushing
  32. 32. Self service system integration (IVR o virtualassistant)
  33. 33. Chat contact
  34. 34. Audio and video contact</li></li></ul><li>Proactive WebHow To<br />2<br />1<br />3<br />Navigation Info<br />
  35. 35. Proactive WebExample<br />Hi, I’m Paola.<br />Can I help you?<br />I’ve seenyou’re interestedaboutcarinsurances..<br />Action<br />Collection<br />Business Rules<br />Navigation info<br />Proactive<br />Engine<br />Check<br />
  36. 36. WCS Model<br />Proactive Web<br />Web Presence<br />Internet<br />WCS<br />Mobile<br />Kiosk Integration<br />UC<br />
  37. 37. Howit Works<br />Portalservices<br />Flash Media Server:<br /><ul><li>Communicationconvergence
  38. 38. Session controller
  39. 39. Protocolconverter
  40. 40. Internet-to-Intranet Media Gateway </li></ul>Audio<br />Video<br />IM<br />Docs<br />Internet<br />WCS FMS<br />CustomerInfrastructure<br />ACD<br />Internal IM<br />UC Tools<br />Contact Center<br />
  41. 41. WCS Components<br />Flash Media Server Node<br />Gateway Controller<br />XMPP Gateway<br />DocumentSharing Gateway<br />Admin and config controller<br />Admin Interface<br />SIP Gateway<br />SessionHandler<br />CoreAdmin<br />Reporting<br />Database Cluster<br />Flash Media Server Node<br /><ul><li> Web Admin interface
  42. 42. Service/Licenseactivation and control
  43. 43. In or out box database</li></li></ul><li>WCS INTERNAL ARCHITECTURE<br />JS / FLEX SDK<br />Backend<br />GUI<br />WCS<br />SERVER WS SDK<br />FMSS<br />Web Interface<br />CTI<br />SessionHandler<br />Core/Admin<br />Mobile Interface<br />SIP Server<br />Monitoring and Reporting<br />XMPP Server<br />Kiosk Interface<br />Presence Server<br />
  44. 44. ListofSupportedFeatures<br />Mobile Platform<br /><ul><li>android 2.2
  45. 45. iphone4ios4</li></ul>Protocols<br /><ul><li>Voice and Video: SIP
  46. 46. IM: XMPP or SIP Simple</li></ul>Interface<br /><ul><li>Adobe Flash 9.x or higher
  47. 47. IM also on standard HTML</li></ul>SDK<br /><ul><li> Client side: C# or Java
  48. 48. Web:
  49. 49. IM: HTML Or Flash
  50. 50. Voice and Video: Flash</li></li></ul><li>UsageExamples<br />Web Access to Contact Center<br />Nextstep: Collaboration<br />Kioskinto the energyStores<br />Nextstep: Self Service Services based on Voice Portal<br />Integration with company mobile apps to grantprofiledaccess to Contact Center<br />
  51. 51. Usage of<br />Eudata WCS<br />PSTN<br />Customer Care<br />Web<br />Secure Login<br />CustomerProfile<br />Blended Agent<br />Do notexpose on the Web UC Infrastructure<br />Movingcontacts from PSTN to Web permitcostsaving<br />
  52. 52. CVP<br />Infrastructure<br />Web<br />IM<br />A/V<br />Documentpushing<br />Simple Co Browsing<br />Desktop sharing<br />Proactive web<br />
  53. 53. Web Interaction<br />Video<br />Switch On Off Customer Webcam<br />Chat Panel<br />Web Portal Contents<br />
  54. 54. Agent Interaction<br />CRM<br />Unique Agent Desktop<br />Multichannel Management<br />
  55. 55. Reference<br />Generalinformation<br />www.eudata.biz<br />info@eudata.biz<br />Commercial Informationsandro.parisi@eudata.biz<br />Technical Information<br />mirko.puliafito@eudata.biz<br />Via Melchiorre Gioia 55/C20124 Milanotel : +39 (0)2 45495098fax : +39 (0)2 45495099<br />http://www.youtube.com/user/Eudatasrl<br />