technical kickstart your digital cx transformation with ... · messaging – messaging platforms...

Kickstart Your Digital CX Transformation with PureCloudJeroen Buis & Katie Ritz

Digital Transformation

• How do end customers want to

communicate with contact centers?

• More and more end customers are

requesting the ability to interaction using

the applications they are already using and

are familiar with (Facebook, Twitter, SMS,

etc)

• End customers want to be mobile and want

to communicate when they have time.

• Web and mobile self-service interactions

have already overtaken all other channels –

2016 Forrester

What is Digital?

! Digital allows for additional ways to interact with your end customers outside of traditional voice channels.! Email, Web Chat, Messaging (SMS/Messaging

Platforms)

! Digital allows for traditional voice channels to have enhanced capabilities and features.! Screen Share, Co-browse

Email, Web Chat, Messaging (SMS/Messaging

Co-BrowseAllow end customers to share their view of a web page with your agents for both voice and chat interactions.

Allow your agents to interact with your end customers web pages and guide them to success.

Co-Browse Demo

Let's see Co-Browse in action!

Co-Browse – Agent Start Co-Browse

Co-Browse – Agent Start Co-BrowseAgent Start Co

Co-Browse – End User clicks to enter security key

Co-Browse – End User enters code

Co-Browse – End user sharing the website

Co-Browse – Agent view

Co-Browse – Masked data fields

Co-Browse – Agent View of Masked Fields

Co-Browse – Annotations

Co-Browse – Annotations

Co-Browse – Annotations

Co-Browse – End

Co-Browse – End

Co-Browse Setup

• Create a deployment key•Configure co-browsing options (allowed

domains, viewer take control, masking of sensitive fields)

•Add Co-Browse JavaScript API to your website source code•Use your deployment key in configuration•Set-up masking of sensitive fields•For Voice – configure website with a security

key field to be entered

Screen ShareAllow your end customers to share their full desktop or specific applications with your agents for both voice and chat interactions.

Launch a screen share from Chrome, Firefox or an application.

Screen Share Setup – Deployment Type

• Firefox – no additional configuration needed

• Chrome• Use PureCloud Chrome Extension• Create your own branded Chrome Extension

• With stand-alone application• Build screen share into existing application

• Any combination of all 3!

Screen Share Setup – Interaction Types

• Screen Share with Voice• Add a screen share button/security form to

website or application

• Screen Share with Chat• Add webchat JavaScript API to web page and

configure for Screen Share

Co-Browse vs Screen Share Functionality

Feature Description Co-Browse Screen Share

Share Web Pages X X

Share Desktop Applications X

Share Entire Desktop X

Configurable Masking of Sensitive Data X

Option for No End Customer Download X X

Agent Take Control X

Embedded Sharing in Proprietary

Application

X

Messaging – Inbound SMSYou can setup your inbound SMS channel and start communicating with your customers in less than 10 minutes!

SMS Setup

!Configure a Queue

!Create an Inbound Message Flow

!Purchase an SMS number (local, mobile or

Toll-Free numbers)

! Number available in 31 countries

! Outbound SMS supported to 200+ countries

! Vanity number searching and provisioning

!Configure Message Routing – Assign your

numbers to a message flow

!Get inbound SMS from your end customers

and respond!

SMS Demo

Let's see how easy it is to get up and running with SMS!

SMS – Queue

SMS – Inbound Message Flow

SMS – Inbound Message Flow

SMS - Routing

SMS – Add Number/Flow Association

SMS – Add Number/Flow Association

SMS – Number Search

SMS – Number Purchase

SMS – Number Purchase Confirmation

SMS – Agent Experience

SMS – Agent Experience

SMS – Agent Experience

SMS – Add Number/Flow Association

SMS – Agent experience – long message

Workforce Engagement Management (WEM)

Workforce Engagement Management• PureCloud supports WEM features across all Digital Channels:

• Recording• Screen recording• Quality Management• Workforce Management

• Forecasting • Scheduling• Intraday Monitoring

Quality Management

&

Analytics Demo

Messaging – Messaging Platforms

Coming soon to the Messaging channel is social messaging platforms.

End customers will be able to contact you through the social media platforms they use today!

Messaging Platforms

! Initially Support:! Facebook Messenger! Twitter Direct Message! LINE! More to come…

! Sticker Support! Images and Attachments! Full Quality Management and Workforce

Engagement Management support

What’s Next?Evaluate your organization and what are you doing to offer digital channels for your customers? Give Screen Share, Co-Browse, and SMS a try —Start your Digital Transformation Today!

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https://help.mypurecloud.com/articles/about-screen-share/https://help.mypurecloud.com/articles/about-co-browse/https://help.mypurecloud.com/articles/about-acd-messages/

PureCloud 101: Roadmap OverviewMagnolia Ballroom

PureCloud 401: Roadmap Deep DiveMagnolia Ballroom

3:00

4:15

Thank You!Katie.Ritz@genesys.comJeroen.Buis@genesys.com