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Web contact System<br />CONTACT CENTER 2.0:<br />A DIFFERENT USER EXPERIENCE<br />Eudata<br />
Network<br />GHIRBE<br />Unified Communication<br />CRM applications<br />Business Intelligence<br />Energia Intelligente<...
Technical Areas<br />Contact Center<br />CRM<br />Work ForceManagers<br />Voice Portals<br />InstantMessaging<br />Video c...
WCS:Whatisit?<br />Platformfor Web PortalRealTimeServices<br />
Features<br />Integration<br /><ul><li>Your UC Tools
Kiosk
Mobile
Virtualassistant
Webex</li></ul>Poweredby<br />2.0<br />
Platform<br />Web<br />Voice Portal<br />Social<br />Kiosk<br />Mobile<br />Other<br />Unified Data Collection from every ...
WCS Model<br />Proactive Web<br />Web Presence<br />Internet<br />WCS<br />Mobile<br />Kiosk Integration<br />UC<br />
ProductFeatureProactive Web<br />Focus: moveportalstoproactiveconcept. Portal can understandcustomeractivitiesprovidinginf...
 Web pagepushing
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Web Contact System Proactive Web Overview

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New proactive engagement module from Eudata. It should be a part of WCS or stand alone solution

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Web Contact System Proactive Web Overview

  1. 1. Web contact System<br />CONTACT CENTER 2.0:<br />A DIFFERENT USER EXPERIENCE<br />Eudata<br />
  2. 2. Network<br />GHIRBE<br />Unified Communication<br />CRM applications<br />Business Intelligence<br />Energia Intelligente<br />R&D<br />
  3. 3. Technical Areas<br />Contact Center<br />CRM<br />Work ForceManagers<br />Voice Portals<br />InstantMessaging<br />Video communications<br />Collaboration<br />Mobile platforms<br />Interactive kiosks<br />Disruptive Technologies and Applications<br />Cisco ContactCenter/GenesysContactCenter<br />Remedy/Siebel/Maximo<br />
  4. 4. WCS:Whatisit?<br />Platformfor Web PortalRealTimeServices<br />
  5. 5. Features<br />Integration<br /><ul><li>Your UC Tools
  6. 6. Kiosk
  7. 7. Mobile
  8. 8. Virtualassistant
  9. 9. Webex</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. WCS Model<br />Proactive Web<br />Web Presence<br />Internet<br />WCS<br />Mobile<br />Kiosk Integration<br />UC<br />
  12. 12. ProductFeatureProactive Web<br />Focus: moveportalstoproactiveconcept. Portal can understandcustomeractivitiesprovidinginformationsbased on customerprofile and potentialneeds.<br />Customerpropositionscouldbe:<br /><ul><li> Advertising
  13. 13. Web pagepushing
  14. 14. Self service system integration (IVR o virtualassistant)
  15. 15. Chat contact
  16. 16. Web Call Back
  17. 17. Audio and video contact</li></li></ul><li>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 />
  18. 18. Proactive WebHow To<br />2<br />1<br />3<br />Navigation Info<br />
  19. 19. Proactive WebNavigation Information Usage<br />The information aboutcustomernavigation are storedinto the Proactive Web DB.<br />Thisshould be used in order to:<br /><ul><li>Populateoutboundcampaign database
  20. 20. Use this data for business analisysaboutcustomerusage of the web portal</li></li></ul><li>Proactive WebService Designer<br />Web Based<br />Flow Elements<br />Flow<br />Action<br />
  21. 21. 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 />

New proactive engagement module from Eudata. It should be a part of WCS or stand alone solution

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