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.

1. EUDATA WCS
WHAT’S NEW
Leap to Next Generation
Customer Care
Sandro Parisi - CEO
Mirko Puliafito - CTO

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. 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. 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. 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. Customers
Click for details
Click for details

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. 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. Expert Advisor
Create Real
Time communications between Experts
or Branch staff and customers
Customer
Local or Virtual Branch

10. Expert Advisor
REAL TIME presence
Web Based INTERFACE
EXTERNAL INTEGRATIONS:
Microsoft Lync, Cisco Jabber
MULTICHAT

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. 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. Mobile SDKs
IOS support
ANDROID support
--
Click To Session, Light Collaboration
Voice Portal Integration for Video IVR

14. The as a service WCS
CLICK TO SESSION
WIZARD FOR QUICK CONFIGURATIO
AGENT DESKTOP
REPORTING
ADMINISTRATIVE INTERFACEEXTERNAL CONNECTORS

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. ?
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. WCS Stand Alone Web Contact Center

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. 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. Thank you

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