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© 2012 Eudata. All rights reserved.   Eudata Confidential
WCS main purpose is to let you     interact with customers quickly                and better.    To do this in the best wa...
WCS is a platform that permits to companies to starts         Chats, Audio Calls or Video Calls from Web, Mobile and      ...
Click To Call / Video Call        Simply clicking a button the Audio/Video call starts and the contact        center agent...
Marketing                                                             Usages                                       Mobile ...
Email      Web Call Back      Chat, IM using external IM worlds      Collaboration Tools      Audio or Audio Video Calls f...
Usages© 2012 Eudata. All rights reserved.   Eudata Confidential
Engagement Process: HAS TO BE SIMPLE!                                                Start the session                    ...
Use the chat as an        alternative channel        The chat channel is very important in        case of problems during ...
Video quality is one of the most important things that hasto be considered in a WCS project.There are some important facts...
Click to call campaigns: WCS powered BannersCatch your customer as theyshow interest, and let themcommunicate with you ino...
Click to call campaigns: WCS powered MailingsCatch your customer as they show interest, and letthem communicate with you i...
As the WCS call                                                                   is setted up on                         ...
Used in theprivatepages ofthe web site,mainly forsupportingthecustomers
Directlyused inthehomepage tosell newcontracts
Used forKiosks.Very simplebottons, withrecursivevideo whenthe call isn’tactive.
Using WCS you can define a set of information to bepassed to the agent. These information are picked upfrom the web page a...
Leverage Contact Center infrastructure Improve the Customer Experience, with more channels, more devices and collaboration...
REFERENCE   www.eudata.biz   http://www.newmediasocial.com/profiles/blogs/online-chat-and-clicktocall   Newsletter   Send ...
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Wcs how to use

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Take a look to some hints and usages about how to engage a contact center agent from web, mobile or kiosk using Eudata WCS platform

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Wcs how to use

  1. 1. © 2012 Eudata. All rights reserved. Eudata Confidential
  2. 2. WCS main purpose is to let you interact with customers quickly and better. To do this in the best way you can, take a look to this quick list of hints!© 2012 Eudata. All rights reserved. Eudata Confidential
  3. 3. WCS is a platform that permits to companies to starts Chats, Audio Calls or Video Calls from Web, Mobile and Kiosks to the Contact Center WEB Web Customer Contact Center© 2012 Eudata. All rights reserved. Eudata Confidential
  4. 4. Click To Call / Video Call Simply clicking a button the Audio/Video call starts and the contact center agent is engaged Click To Chat + Click To Call 2 separated buttons (One for chat and one for call)used in different areas or with different customers. The call should be a voice only call or a video call Click To Session The session starts with Chat and during the session agent and customer can choose if they want to talk/video talk simply clicking on an escalation button Presence Based No contact center involved, it is used to let advisor/expert to engage/be engaged by the customers using the web portal where both expose their presence status© 2012 Eudata. All rights reserved. Eudata Confidential
  5. 5. Marketing Usages Mobile (banner and email) Kiosks Web Portal in Public or Private Area© 2012 Eudata. All rights reserved. Eudata Confidential
  6. 6. Email Web Call Back Chat, IM using external IM worlds Collaboration Tools Audio or Audio Video Calls from Web, mobile and Kiosk Escalation through all This Channels© 2012 Eudata. All rights reserved. Eudata Confidential
  7. 7. Usages© 2012 Eudata. All rights reserved. Eudata Confidential
  8. 8. Engagement Process: HAS TO BE SIMPLE! Start the session in only one step! Take care where you insert the button, it has to be visible Don’t ask for customer data before the call with forms, you can do this during the conversation© 2012 Eudata. All rights reserved. Eudata Confidential
  9. 9. Use the chat as an alternative channel The chat channel is very important in case of problems during the communication. Chat panel active during the Video or Audio Call© 2012 Eudata. All rights reserved. Eudata Confidential
  10. 10. Video quality is one of the most important things that hasto be considered in a WCS project.There are some important facts that influences it: Level of perceived quality (screen size, audio/video sync, …) Bandwith on customer side Network reliabilityVideo screen size is related to the service you want toprovide. If you want to support the customer on your website, it’s important you create an interface that is not toobig, in this way the portal is not covered by the WCSinterface.© 2012 Eudata. All rights reserved. Eudata Confidential
  11. 11. Click to call campaigns: WCS powered BannersCatch your customer as theyshow interest, and let themcommunicate with you inone click, with a free chat oraudio/video call.
  12. 12. Click to call campaigns: WCS powered MailingsCatch your customer as they show interest, and letthem communicate with you in one click, with a freeaudio/video call.
  13. 13. As the WCS call is setted up on internet, it is free for the caller and for the receiver. Using our ROI calculator you can estimate how much money you save moving contacts from traditional phone calls to web calls http://www.eudata.biz/modules/AMS/article.php?storyid=31© 2012 Eudata. All rights reserved. Eudata Confidential
  14. 14. Used in theprivatepages ofthe web site,mainly forsupportingthecustomers
  15. 15. Directlyused inthehomepage tosell newcontracts
  16. 16. Used forKiosks.Very simplebottons, withrecursivevideo whenthe call isn’tactive.
  17. 17. Using WCS you can define a set of information to bepassed to the agent. These information are picked upfrom the web page and are very useful to definecustomer’s needs:Customer name/profileWeb page originating the callUsing our proactive engine: history of the usernavigation, behavior of the customer on the web site,time spent on each page…You can use this informations to open a specific CRMCampaign
  18. 18. Leverage Contact Center infrastructure Improve the Customer Experience, with more channels, more devices and collaboration opportunities Reduce time to serve for the customers, Less agents can serve more customers Reduce phone costs on toll-free number (PSTN calls reduction) Video enhance the level of the interaction between customer and agent© 2012 Eudata. All rights reserved. Eudata Confidential
  19. 19. REFERENCE www.eudata.biz http://www.newmediasocial.com/profiles/blogs/online-chat-and-clicktocall Newsletter Send an Email to subscribe: sales@eudata.biz© 2012 Eudata. All rights reserved. Eudata Confidential

Take a look to some hints and usages about how to engage a contact center agent from web, mobile or kiosk using Eudata WCS platform

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