Internet Customer Experience document discusses: 1. Internet Customer Experience (ICE) provides a digital transformation solution using multi-modal interactions like voice, video, and chat over internet connections, embedded in mobile or desktop apps. 2. ICE features include automatic call distribution, audio and chat channels, basic announcements/greetings, voice recording, and integration with customer apps. It requires smartphones, computers, and internet connections for agents and customers. 3. The document outlines ICE's benefits of reducing PSTN and GSM costs while removing premium call charges.

1. Internet Customer
ExperienceSudibyo Susanto - 62 811 848 654
VP Sales - Invision

2. TION
is KEY in effective
DIGITAL
TRANSFORMATI
ON
2

3. POJK - 2013
3

4. 4
Contact Center/
Customer
Experience
Consistent Info - Accurate - Reliable
Measurable

5. Internet Customer
Experience
5

6. Anywhere
Anytime
Simple
Cheap
Android, IOS, Windows 10 Mobile/Desktop Application
ICE Phone
6
The World without
Boundaries

7. 7
B2C - UC +
CC
Company Customers
Internet

8. WHAT ICE CAN DO
?
Multi modal interaction
[Voice, Video & Chat]
Can be embedded into
mobile apps or desktop
* Both parties must connected to internet
8
🚫
• NO PSTN cost
• NO GSM cost
• NO Premium Call

9. ICEphone Features
ACD Round Robin
Audio Channel + Chat only
Basic Announcement/Greeting
Basic voice recording
Customer’s Icephone App : Android + iOS
Capable of Customer’s App Integration
with Icephone (optional)
Agent Audio Device : Windows 10
Report: Answered Calls, Missed Calls,
Agent Login/Logout Stats
9

10. 10
INVESTMENT
Company Customers
Internet
Agents + Team:
Smartphone Android (Team)
Computer Win 10 (Agent)
Internet
Customers:
Smartphone Android
Internet

11. HOW IT LOOKS
LIKE
11

12. 12
Internet Customer Experience
Internet Communication Product Software
Android, IOS, Windows 10 Mobile/Desktop Apps
ICE Phone
Android, IOS, Web and Mobile Apps
ICE Play
Windows 10 Agent
Application
ICE Agent
Inherited Product Components of ICE
:

13. Sudibyo - 62 811 848 654
13
Icephone