This document discusses online engagement best practices and tools. It provides an overview of an online engagement platform that includes key components like an agent desktop, web foundry, proactivity engine and mobile SDK. It describes key features such as security and privacy compliance, live chat, call back and performance analytics. Example use cases are presented for a fashion business and case studies of customers using the platform.

1. Online Engagement
The best practices of live chat,
call back and proactive
engagement for a professional
management of online contacts.

2. Agenda
1. At-a-glance
Scenario, Reason Why
2. Key Components
Agent Desktop, Web Foundry, Proactivity Engine, Mobile SDK, Contact Center
Management.
3. Key Features
Security & Privacy Compliance, Live Chat, Call Back, Survey Integration, Media
Blending & Routing, Performance Analytics.
4. Fashion Business Case
5. Case Studies

3. 1.
At-a-glance

4. Online Engagement
Customer Care, Help Desk, Sales Campaigns: normal activities for telemarketing, they
become important and multichannel integrated with web services (e.g eCommerce
support). The Online Engagement allows to create and personalize services for Customer
Care and Sales Support in a simply and easy way.
Much more than a basic chat, for which there are a lot of free tools on the Internet.
CTI : PBX = Online Engagement : Chat
You might be interested in Online Engagement!
Do you have a call center?
Do you have a website?

5. Reason Why
Multichannel and Customer Experience
To offer many contact points to leads and customers. Integrated features and
channels with the same operational and monitoring/analysis logics of a contact
center.
Performance
Increase of the conversions, assistance (e.g customer approval for future
campaigns) or sales (e.g closing process of online purchases).
Internal organization
Disintermediation of the requests, efficiency of resources, easy integration with
legacy solution or third parties.

6. Reason Why
Uniqueness on the market
Contacts Agenda and Scheduler to manage the proactivity on the website.
Native integration between CTI and web user experience.
Completeness of solution
Agent Desktop, Call Back, ACD, Analytics, CRM integrations…
Cloud-only
Only on Cloudando, the marketplace of pay-per-use applications of contact
center!

7. 2.
Key Components

8. Agent Desktop
Unified Agent Desktop to
manage interactions between
service and contacts, campaigns
and agent scripts.
Online Engagement
• live chat
• web call back
• content-push
• form-sharing
• web foundry & proactivity

9. Multichannel
Unified Agent Desktop to
manage interactions
between service and
contacts, campaigns and
agent scripts.
• Multichannel support
email, live chat, call back,
content pushing, form
sharing.
• CRM integrations and
Knowledge Base.

10. Integrability
Unified Agent Desktop to
manage interactions between
service and contacts, campaigns
and agent scripts.
• Multichannel support for email,
live chat, call back, content
pushing, form sharing.
• CRM integrations and
Knowledge Base.

11. Web Foundry
Configurations by Web Foundry
for the management of the
engagement proposal.
• Parameters choice and rules
creation (if and when to interact)
• priorities, events, media, custom.
• repository graphic-functional
(where and how to interact)
• New page, popup, iFrame, in-line
div.

12. • Chat/call back proposition
(public or private area of
the website);
• Agents Availability;
• Normal vs Premium
Assistance;
• Priority rules. Engagement!
Visitor or
Customer?
Agent
Availability?
Idle Time on
a Page
Proactivity Engine
It’s possibile to manage
queuing and inbound or
call back routing:

13. Mobile SDK
• Engagement on VoIP.
• Call Back with Presence.
• Push Notifications.
• Dynamic buttons.
• Proactive popup.
• «Event-driven» API’s.
• Custom data attached to chat
transcript.
• Custom collaboration events.
• Easy to integrate.

14. Contact Center Management
ACD operations from
engagement during website visit
or app usage until agent routing.
• Multi-contact.
• Multimedia.
• Software SIP-phone.
• Queues and agents status
monitoring.

15. 3.
Key Features

16. Privacy & Security Compliance
Management of
mute phonecalls.
Particular features and configurations are available to stop the mute calls depending on time
and quantity parameters, play a comfort noise, recalls by dedicated operators, archive
analysis and statistics on On-premise and Cloud systems.
Privacy Policy Treatment in relation to the Italian Legislative Decree 196/2003, and following changes, in
respect of employees and any other subject of Reitek S.p.A.
Reliability of Cloud
services.
Control of mono/multitenancy access, redundancy of the whole system, data backup,
operational customer independence. Moreover storage, backup and management of
information are in data center located in Italy.
Distance selling. E.g. tools to support teleselling and eCommerce. Custom operators script to manage the pre-
contract information (identity of the trader, characteristics of the product or service, payment
method, warranty) and vocal recording of the purchase.
Reitek Management and Online Engagement solutions are constantly updated to respect any Actions
of Data Protection Authority.

17. Online Engagement product allows to
manage custom Live Chat campaigns or
services:
• Behavioural Targeting activation rules
(e.g. landing page conversion).
• Proactivity activation rules (e.g.
timeout, error while submitting a form).
• Contact Center integrated queuing.
• Graphics and contents of the chat
widget are completely customizable.
Live Chat

18. The Agent can manage a file trasnfer
thanks to an widget integrated into the
Agent Desktop:
• A Knowledge Base tool can be natively
on-board.
• Antivirus.
Live Chat

19. Call Back
Online Engagement product allows to
manage personalized Call Back
campaigns and services:
• Call Back Now: instant recall.
• Call Back Later: scheduled according
to customer preference.
• Agent or automatic IVR, queuing on
Contact Center.
• Activation from web page, with
proactivity rules.

20. Graphics and contents of the
chat widget are completely
customizable (e.g. data
gathering).
Call Back

21. Call Back
It’s also possible to automatically
fill some fields of the form (e.g.
the phone number), with data
from the website/app page.

22. Call Back - Agent

23. Survey Integration
At the end of a Chat or Call Back it’s
possible to integrate a Survey
Service (e.g. Customer Satisfaction
or Quality Control):
• Web page;
• Mobile app;
• Phone interview, with agent or
automatic IVR.

24. Media Blending & Routing
ACD
multimedia routing
PARAMETERS to manage chat and
call back distribution:
 Most Idle
 Logged In / Skills Based Routing
 Estimated Wait Time
 Custom KPI
Agent 1
Agent 2
Agent N
Contact distribution among better resources, according to skills – history – time and availability –
kind of selected media.
Proactivity Engine

25. Performance Analytics
Complete Analytics Suite.
• KPI contact center and
productivity monitor.
• web analytics.
• tracking of compliant
interactions with Privacy.
• transcript export.

26. 4.
Fashion Business Case

27. Online Engagement & Fashion
Leads and
Customers
Flagship &
Corporate
eStores
Live Chat
Email
CHANNELS MEDIA
Interaction example:
• Customer Info
• Product Details
• Sales History
PURPOSES
• User/Customer Experience
enhancement
• Physical Shop Support
• Digital Shopping Assistant
(e.g. Premium target)
• Quality Control
Event-based & Proactive Engagement!

28. First Steps
Purpose: to personalise and to heat up
interactions between Customers and
Company.
• Identify the Customer and link him to a
physical shop and to a Personal (Digital)
Shopping Assistant.
• Live Chat: support the Customer during
the visit on websites, link him with
«physical» activities such as product
availability check.

29. Next Steps
Purpose: to enhance multichannel
communication between Customers and
Company.
• Video: two-way instant interaction,
possibility to show products in real time.
• Mobile: potentially always-on and
everywhere-on Live Chat service,
integrations with
Company/Brand/Product App.

30. 5.
Case Studies

31. Case Studies
Fastweb, Consumer Sales.
Live Chat and Web Call Back (Call Me Later and Call Me Now).
3 60
• Part of the Sales Force Automation project.
• Support to subscriptions channels.
• Leads generation with consent to be called.
• Sinergy with Outbound activity.

32. Case Studies
CheBanca!
Live Chat and Web Call Back (Call Me Later integrated with
partner)
1, evolution towards partner. Up to 35
• Support on public area (institutional chat, generic informations)
and customer private area of the bank website.

33. Case Studies
PosteMobile.
Chat and Web Call Back (Call Me Later and Call Me Now).
1 or 2 12
• Sales Support.
• Customer service.

34. Case Studies
WeBank, Contact Center structure and Finance Consultants
networks.
Inbound Chat and Web Call Back, Proactive Engagement in development.
2 10-12 simultaneous agents and consultants.
• Contact Center help online customers on the bank website for every kind of
request.
• Consultants welcomes online visitors on the public area for lead generations
activities.
• Sinergy with virtual assistant
(the transcripts of chat feed the Knowledge Base)

35. www.reitek.com
Reason Why:
• We prove knowledge and
specialized skills in the Contact
Management work arena.
• We develop our software and we own
the technology.
• We are present and near to the
Customer.