The document outlines a high level technology flow for customer contact across multiple channels including a website, mobile app, telephone calls, web chat, and video chat. It shows the customer actions and interactions that can occur at each point in the flow such as accessing information on the website, using the mobile app, interacting with an IVR system during a call, being routed to different contact channels, and having interactions analyzed with speech and natural language processing.
ASTPP Mobile SIP Dialer - ASTPP 4.0 Launch Event Presentationastpp
ASTPP 4.0: A Smart TelePhony Platform is launched. The importance of mobile app, mobile SIP dialer, its key features, key benefits and other details are shared. Check the screenshots with quick brief about the ASTPP 4.0 mobile SIP dialer.
A quick demo that shows the attendees how to secure an SPA (could be React, Angular or VueJs) using Auth0. Can be adapted based on the time available for the presentation.
Mobile Web and Apps World New Orleans- Session 9 Vordel Mobile APIManagementNextVision Media
What is Feeding Your Mobile Apps? How to Deliver and Secure Mobile Enabled APIs.
Enterprises are building mobile applications for customers, partners, employees, and vendors. Whether the applications are for Apple, Android or Windows powered devices, these applications increasingly need to communicate with enterprise applications, transmit sensitive data and perform business transactions. To enable rich capabilities for mobile applications, the backend APIs supporting these applications must be delivered in a secured and scalable manner. In this session we will discuss how to deliver mobile enabled APIs for enterprise applications in a way that is secure, scalable and manageable.
Ed King, Vice President of Product Marketing- Vordel
ASTPP Mobile SIP Dialer - ASTPP 4.0 Launch Event Presentationastpp
ASTPP 4.0: A Smart TelePhony Platform is launched. The importance of mobile app, mobile SIP dialer, its key features, key benefits and other details are shared. Check the screenshots with quick brief about the ASTPP 4.0 mobile SIP dialer.
A quick demo that shows the attendees how to secure an SPA (could be React, Angular or VueJs) using Auth0. Can be adapted based on the time available for the presentation.
Mobile Web and Apps World New Orleans- Session 9 Vordel Mobile APIManagementNextVision Media
What is Feeding Your Mobile Apps? How to Deliver and Secure Mobile Enabled APIs.
Enterprises are building mobile applications for customers, partners, employees, and vendors. Whether the applications are for Apple, Android or Windows powered devices, these applications increasingly need to communicate with enterprise applications, transmit sensitive data and perform business transactions. To enable rich capabilities for mobile applications, the backend APIs supporting these applications must be delivered in a secured and scalable manner. In this session we will discuss how to deliver mobile enabled APIs for enterprise applications in a way that is secure, scalable and manageable.
Ed King, Vice President of Product Marketing- Vordel
Adapted from Tricia’s Customer Service Success Blog. Learn how your company can use Live Chat effectively to improve customer support and the customer experience. Read more of Tricia's blogs at www.parature.com/blog.
'Live chat etiquette in customer service' gives you a brief description and some tips of how to deal with your customers via live chat. Having in consideration your customer operator's personality, this presentation aims to guide you through the web chat process
Social CRM - Concept, Benefits and Approach to adoptFabio Cipriani
A call for reviewing current CRM Strategy, Processes and Mindset throughout companies
- Concept
- Comparison with traditional CRM
- Benefits
- Approach for adoption
- How to put it to work
Social CRM - Functional Architecture and Interactions FlowFabio Cipriani
Building long-lasting links with customer through innovative experience and co-generating value with them
Topics covered:
- Why Social CRM?
- Functional Architecture
- Flow and Value of Interactions
- What are CRM vendors doing to promote Social experience
- Pre-requisites and business questions
Customer Service Call Center Benchmark StudyChris Scafario
This presentation highlights some best practice players in the world of customer service and call center management; from first time resolution to order up sells. It also goes on to perform a rather organizationally specific gap analysis complete with actions steps designed to support a journey of continuous improvement.
Adapted from Tricia’s Customer Service Success Blog. Learn how your company can use Live Chat effectively to improve customer support and the customer experience. Read more of Tricia's blogs at www.parature.com/blog.
'Live chat etiquette in customer service' gives you a brief description and some tips of how to deal with your customers via live chat. Having in consideration your customer operator's personality, this presentation aims to guide you through the web chat process
Social CRM - Concept, Benefits and Approach to adoptFabio Cipriani
A call for reviewing current CRM Strategy, Processes and Mindset throughout companies
- Concept
- Comparison with traditional CRM
- Benefits
- Approach for adoption
- How to put it to work
Social CRM - Functional Architecture and Interactions FlowFabio Cipriani
Building long-lasting links with customer through innovative experience and co-generating value with them
Topics covered:
- Why Social CRM?
- Functional Architecture
- Flow and Value of Interactions
- What are CRM vendors doing to promote Social experience
- Pre-requisites and business questions
Customer Service Call Center Benchmark StudyChris Scafario
This presentation highlights some best practice players in the world of customer service and call center management; from first time resolution to order up sells. It also goes on to perform a rather organizationally specific gap analysis complete with actions steps designed to support a journey of continuous improvement.
1. High Level Customer Contact Technology Flow
Web Site
Customer Action
Customer Action
Mobile App
Customer Action
App Usage
Call In
Call In
Call In from App
Pre Authenticated
IVR
Interaction
Web
Access
Web Access
Speech
Analytics
Call & Chat
Recording
Natural
Language
Processing
Call In
Knowledge
Base
Contact CentreContact CentreCustomer
Management
Portal
Interaction
Interaction
Telephone
Server
Interaction
Web Access
Interaction
Video or
Web Chat
Chat Server
Interaction
App Usage
Routing
Mechanisim
Chat TransferCall Transfer
Multi Functional
Q Structure
Interaction
Chat
Interaction
Interaction
Interaction
Interaction
Interaction
