real-time dialogue management for the enterprise marco van putten – director operations &...
TRANSCRIPT
Real-time Dialogue Management for the Enterprise
Marco van Putten – Director Operations & Cloud Services
Workstreampeople’s Vision
For Dialogue Management Rethink Contact Center
The Vision of Workstreampeople is “to manage real time dialogues between people, things and devices, thereby limit the amount of unnecessary dialogues to absolute minimum”.
Workstreampeople’s VisionFor Dialogue Management Rethink Contact Center
The Vision of Workstreampeople is “to manage real time dialogues between people, things and devices, thereby limit the amount of unnecessary dialogues to absolute minimum”.
LATVIA• LATVIJAS BANKA
BELGIUM• VANDEPUTTE SAFETY • FIRST.EU• CT PARAMEDICS• ECOMONISCH BUREAU NAMUR• PARTICIPATIE VLAANDEREN• VLAAMSE OVERHEID
• SWAROVSKI GLOBAL
NETHERLANDS• KAS BANK• RABO VASTGOED• FGH BANK • IDB GROEP • UNIVE• DRIESSEN HRM – • DRIESTAR EDUCATIEF• GEMEENTE HOORN• GEMEENTE HAARLEMMERMEER• GEMEENTE ASSEN• GEMEENTE HEUSDEN• OGD• GEMEENTE MOLENWAARD• GEMEENTE CASTRICUM• ZADKINE COLLEGE• EEMHUIS (GEM AMERSFOORT)• WERELD NATUURFONDS• WESTFRIES GASTHUIS ZKNHUIS• INFOPACT• UNIVERSAL• IMTECH• ASK ROGER• ZEKER.ME• GMB• UNIVERSITEIT TWENTE
UK• PROSPECTS.CO.UK
Added Q2/3 2014
Workstreampeople’s VisionFor Dialogue Management Rethink Contact Center
Workstreampeople’s
Scenario’s for Today Rethink Contact Center
• Webchat + Call Me Now• Skype Call to Contact Center• Whatsapp• GridChat + Skype Call Me• Video Chat
MOBILE
DESKTOP WEB APPMAC VDI SURFACE HUBSKYPE ROOM SYSTEM
IP PHONE
One Customer Interaction Day
Dialogue Social Network
Anywhere365 Multiple UCC’s per Virtual Server, multiple purposes (Role Models)
Role Model : C Level Routing
Anywhere365 in Real Action
Rethink Contact Center
Let’s GoLive! Rethink Contact Center
CRM Driven Webchat, Voice etc.
Rethink Contact Center
Routing Content Hunt Methods Customer Interactions
Voice Longest Idle Voice Response (IVR)
Chat Serial Routing
Webchat Round Robin Web Call Me Now
Webvoice Last Agent Visual Transfer
Webvideo Forward to Mobile Webchat
Email Countdown Webchat+
PDF/Documents Skill Based Routing Webchat Voice
Voicemail Device Capable Webchat Video
Webforms ….. Web Voice Connect
Whatsapp Prompt
Anywhere365 RECEPTION ATTENDANT
Drag/drop transfer
CRM OR SERVICENOW OR SALESFORCE or others… Dynamics Data
Anywhere365 Timeline dataLync 2010/2013 client
Servicedesk Wallboard
Anywhere365 Dialogue Intelligence – Dialogue Journey
Anywhere365 Dialogue Intelligence – inbound, outbound & chat
Anywhere365 VIDEO CHAT
Anywhere365 Gridchat = Appchat + Call Me Now (at once right)
© 2014 WORKSTREAMPEOPLE BV. All rights reserved. WORKSTREAMPEOPLE, ANYWHERE365, and other product names are or may be registered trademarks and/or trademarks in the Netherlands and/or other countries. This document contains confidential and proprietary information which may be legally privileged. It is intended only for the recipient. Any form of reproduction, dissemination, copying, disclosure, modification, distribution and or publication of this material is strictly prohibited without the explicit written consent of WORKSTREAMPEOPLE. The information herein is for informational purposes only and represents the current view of WORKSTREAMPEOPLE as of the date of this presentation. Because WORKSTREAMPEOPLE must respond to changing market conditions, it should not be interpreted to be a commitment on the part of WORKSTREAMPEOPLE , and WORKSTREAMPEOPLE cannot guarantee the accuracy of any information provided after the date of this presentation. WORKSTREAMPEOPLE MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.