EUDATA WCS
WHAT’S NEW
Leap to Next Generation
Customer Care
Sandro Parisi - CEO

Mirko Puliafito - CTO
What We Do
We

Develop
products that
enhance WEB
customer care
performance

We are

Experts in

We

integrating
these prod...
What WCS is

REAL TIME
COMMUNICATI
ON

CUSTOMER
ENGAGEMENT
• Static Button on Web Sites,
Email, Banner
• Proactive Engagem...
Eudata WCS Competive Advantages
We provide the

best Video

Chat in the market
WCS supports both Contact
and

Center

Expe...
Video Chat for Customer Service
Business Impact: The impact on businesses is potentially high, because video is a media th...
Customers

Click for details

Click for details
Eudata WCS Proactive Engine.
1
DEFINE
BUSINE
SS
RULES
Browsing
history

Click to
chat

Web
Call
Back

Click To
Call
(Audio...
Proactive Engagement
REAL TIME tracking and reporting
CUSTOMER PROFILING (cluster)
VALUE ADDED INFORMATIONS
can be added t...
Expert Advisor
Create Real

Time communications between Experts
or Branch staff and customers
Customer

Local or Virtual B...
Expert Advisor
REAL TIME presence
Web Based INTERFACE
EXTERNAL INTEGRATIONS:
Microsoft Lync, Cisco Jabber

MULTICHAT
Mobile SDKs
Welcome in your:

APP
Login:
Pwd:
Wait a second…

Contact us

Welcome!

Send

Integration of the Chat, Audio/V...
Mobile WCS

3 different use cases:
CLICK TO CONTACT Button on the Web
Site

STAND ALONE APP
INTEGRATED APP
These THREE USE...
Mobile SDKs

IOS support
ANDROID support
--

Click To Session, Light Collaboration
Voice Portal Integration for Video IVR
The as a service WCS

CLICK TO SESSION
WIZARD FOR QUICK CONFIGURATIO
AGENT DESKTOP
REPORTING
ADMINISTRATIVE INTERFACEEXTER...
“

WebRTC (Web Real-Time Communication) is

an API definition being drafted by the World Wide Web
Consortium (W3C) to enab...
?

Available now from every browser
TCP connection
Standard firewall control

peer-to-peer orientation very difficult to u...
WCS Stand Alone Web Contact Center
WCS Into an existing Contact Center
WCS Engine
Graphical User
Interface (GUI) on:
- Web (Browser)
- Mobile
- Kiosk

Beck E...
Positioning the solution
Target

Channels

Profiled or Not Profiled
Customers

How do you want to
interact with your Custo...
Thank you
Communication
sales@eudata.biz

More Info
www.eudata.biz/products/wcs/

eudata
Via Melchiorre Gioia 55/C
20124 Milano
tel....
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Eudata wcs new features 2014 - Customer engagement and real time communication on web and mobile

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Engage your customer using your web site or your mobile app using the secure access provided by WCS. A large number of customers (banks, utilities, retailers or public administrations) is using WCS to interact with customers, take a look to www.eudata.biz for more business cases! Available both contact center and expert advisor engagement model.

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Eudata wcs new features 2014 - Customer engagement and real time communication on web and mobile

  1. 1. EUDATA WCS WHAT’S NEW Leap to Next Generation Customer Care Sandro Parisi - CEO Mirko Puliafito - CTO
  2. 2. What We Do We Develop products that enhance WEB customer care performance We are Experts in We integrating these products into complex customer platforms Specialize in multichannel customer interaction
  3. 3. What WCS is REAL TIME COMMUNICATI ON CUSTOMER ENGAGEMENT • Static Button on Web Sites, Email, Banner • Proactive Engagement based on customer activity • Expert Advisor • • • • Chat Audio Video Collaboration Support for Web, Mobile, Kiosk CONTACT CENTER • Agent Desktop • Analytics • External CTI and Voice Portal connectors
  4. 4. Eudata WCS Competive Advantages We provide the best Video Chat in the market WCS supports both Contact and Center Expert based Engagement Mobile Devices are fully supported (based on SDK) Create a unique user experience with SDKs. Everything can be custom.
  5. 5. Video Chat for Customer Service Business Impact: The impact on businesses is potentially high, because video is a media that will please consumers, as well as serve as a useful tool for field technicians Update: Benefit Rating: High Eudata inserted also in the Eudata WCS identified as a “sample Hype Cycle for the Hype Cycle for vendor” by Gartner in Contact CRM Customer Service and Support, 2013 Center 2013 Published: 23 July 2013 Analyst: Michael Maoz Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
  6. 6. Customers Click for details Click for details
  7. 7. Eudata WCS Proactive Engine. 1 DEFINE BUSINE SS RULES Browsing history Click to chat Web Call Back Click To Call (Audio/Vi deo) Other Actions (i.e. External link) 3 Pass informati ons to the agent DEFINE THE ACTION TO TRIGGER Proactive Engine Time spent on a Web page Type of navigate d content Custom Rules 2 DEFINE WHERE IN THE PORTAL Navigation info
  8. 8. Proactive Engagement REAL TIME tracking and reporting CUSTOMER PROFILING (cluster) VALUE ADDED INFORMATIONS can be added to the session and passed to the agent or used for reporting Several ACTIONS can BE STARTED: WCS, external link, form, pop up…
  9. 9. Expert Advisor Create Real Time communications between Experts or Branch staff and customers Customer Local or Virtual Branch
  10. 10. Expert Advisor REAL TIME presence Web Based INTERFACE EXTERNAL INTEGRATIONS: Microsoft Lync, Cisco Jabber MULTICHAT
  11. 11. Mobile SDKs Welcome in your: APP Login: Pwd: Wait a second… Contact us Welcome! Send Integration of the Chat, Audio/Video and collaboration features, in the customer’s APP
  12. 12. Mobile WCS 3 different use cases: CLICK TO CONTACT Button on the Web Site STAND ALONE APP INTEGRATED APP These THREE USER EXPERIENCES can be combined to manage all types of engagement and
  13. 13. Mobile SDKs IOS support ANDROID support -- Click To Session, Light Collaboration Voice Portal Integration for Video IVR
  14. 14. The as a service WCS CLICK TO SESSION WIZARD FOR QUICK CONFIGURATIO AGENT DESKTOP REPORTING ADMINISTRATIVE INTERFACEEXTERNAL CONNECTORS
  15. 15. “ WebRTC (Web Real-Time Communication) is an API definition being drafted by the World Wide Web Consortium (W3C) to enable browser-to-browser applications for voice calling, video chat, and P2P file sharing without plugins. ” Available from Q3 – 2014 On Beta test (available for demo) EUDATA APPROACH: support Flash or WebRTC detecting the browser/device that originates the call
  16. 16. ? Available now from every browser TCP connection Standard firewall control peer-to-peer orientation very difficult to use in CC NAT traversal problems partially solved Limited Browser support Standard unconfirmed for all the technologies WebRT C FLAS H Today: Flash or WebRTC
  17. 17. WCS Stand Alone Web Contact Center
  18. 18. WCS Into an existing Contact Center WCS Engine Graphical User Interface (GUI) on: - Web (Browser) - Mobile - Kiosk Beck End Session Handler CTI Connector Proactive Module CTI Layer Flash Media Streamer Server SIP Gateway XMPP Service SIP Server JavaScript & Flex SDK WCS ADMIN Monitoring & Reporting SIP & XMPP Server SDK Presence Server
  19. 19. Positioning the solution Target Channels Profiled or Not Profiled Customers How do you want to interact with your Customers? Usage Technologies Support, Sell or Upsell or Web, Native APPs or Mobile Expert support Browsers
  20. 20. Thank you
  21. 21. Communication sales@eudata.biz More Info www.eudata.biz/products/wcs/ eudata Via Melchiorre Gioia 55/C 20124 Milano tel.: +39 02 45495098 fax : +39 02 45495099

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