reitek company profile & solutions suite [english]

8/12/2019 Reitek Company Profile & Solutions Suite [English]

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Your business partnerContact and CampaigManagement solutions


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Agenda1. Company Profile

Organization, positioning, customers and mark

2. Solutions Suite

Applications Map. Multimodal Contact Center.

Customer Interaction Management.

The Cloud Contact Center platform marketplac


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Executive SummaryType S.p.A.Industry Telecommunications, software

development, consultancy.

Founded 1990

Headquarters Milano, Italy.

Employees 76 (31 Dec. 2013)

Revenues 10,2 Millions (31 Dec. 2012)

Certifications UNI EN ISO 9001:2008 Quality

Management System

Website www.reitek.com

Were focused on ConCampaign Manageme

solutions. Our mission is

for enterprises and org

Increased efficienc

Sales and Customprocesses.

Reduced order lea

Better contact cent

performances.

Optimization of co

management tasks


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MilestonesPractice and reliability

1990-2002

- First IVR release

- Launch of CTI

- Development of VoicePortal

Research and thriving

2002-2010

- First Mobile trials

- ReiLabs foundation

- Launch of SaaS

- Launch of OnlineEngagement

Evolution and v

2011-2014

- Launch of Cloudando

- SFA and Teleselling b

- Vivocha startup

- New companyshareholders

- Marketplace growth


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VivochaLive Chat, CallBack, VoIP, Video, Collaboration and Sharing.

Easily create and customize Customer Care and SalesSupport proactive services.
http://vimeo.com/35765067http://vimeo.com/35765067


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Positioning

Marketplace

Reitek leads and customers shows three

common characteristics:

1.presence of an internal or outsourced

Contact Management function;

2.wide prospect and/or customer base;

3. need to manage seamless contactinteraction activities and campaigns.

Target

Reitek designs and develop

software solutions for six ma

Telco & Media

Utilities

Business Services

Finance, Credit, Banking Outsourcing

Public Administration


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Customers and MarketsUtilities Telco and Media

Outsourcing P.A. Manufactu


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Case StudiesBusiness Development and Breaking News:

Adoption of teleselling and SFA solutions among different BU. From 1.000 to

1.600 concurrent workstations, hundreds of agencies and agents connected.

New outbound centralisation for sales campaigns. Strong growth of

workstations and outsourcer connected.

Increase of teleselling and telemarketing outbound campaigns. Online

engagement for sales support; quality check for sales force automation.

CTI platform for customer care and agencies support. Boost of workstations

and call center insourcing activities.

Teleselling centralisation: Inbound, Engagement and Lead Generation.

Online Engagement: a project with

Inbound sales: a project with intern

Teleselling: a project with internatio

CRM: a project with international e


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Applications MapMkt & Sales

Multimodal Call Center

Online Engagement

Teleselling, Vocal Order.

Sales Force Automation

Campaign Management

ContaCT Highway

Vivocha

easyCIM

easyView/CTA

CTRecord/easyReplay

Help Desk


Trouble Ticketing

Survey application

Field management

ContaCT Highway

OTRS

CTSurvey

CRM


Online Engagement

CRM Platform

Survey application

ContaCT Highway

Vivocha

Contact Pro

CTSurvey

M

Vo

Pr

Crpl

Co

CT


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Multimodal Contact CenterContaCT Highway is the multimodalcontact center solution leader on Italian

market.

Its the enabling technological platform

for all Reitek solutions suite.Strengths

The most powerful outboItaly.

Configurability and custo

Multimodality and multic

Cloud or On-premise ver

Scheduler

ACD

channels management

ContaCT Highway

agent desktopmanagement

easyCIM

References: cross-marketall segments.


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ContaCT Highway

manages voice, video and

data. Benchmark in Italy for

Outbound, Teleselling and

IVR solutions. Spotlights:

Multi-site and multi-businesses centralisations.

Daily updated technology.

Open architecture and

strong integrability.

Multimodal Contact Center


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Multimodal Contact CenterUnified and multichannel Agent

Desktop to integrate legacy or

third parties applications.

ERP

CRM

Knowledge Base Front-end focus

Browser-like experience

SIP-software phone

ACD queuing


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Unified and multichannel Agent

Desktop to manage interactions

between contacts, campaigns and

scripts.

Online Engagement

live chat

web call back

content-push

form-sharing

web foundry & proactivity

Multimodal Contact Center


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Multimodal Contact CenterThe multimodal contact center

platform includes a Wizard to

manage IVR services.

Graphic interface editor or

VoiceXML file upload.

Basic service design andIVR tree structure ready in 5

minutes, with no coding skills

needed.


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Multimodal Contact CenterCTManager shows and configures

all the contact center resources.

ACD queues,

mailboxes,

IVR wizard,

lines and phone numbers,

script and route points,

tenant and agents.


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Multimodal Contact CenterCTView is the real time basic

dashboard to control the contactcenter.

ACD queues and agents status,

media (voice, chat, email),

custom events,

lines and phone numbers.


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Multimodal Contact CenterCTMonitor is the web application to

monitor current campaigns and SLA:

verified login,

web interface,

inbound/outbound custom views,

overview or detailed status for each

task and service, customisable layout.


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Recording and PlaybackCTRecord is the contact center module that allows to record the phone ca

easyReplay is the web portal to manage and listen playbacks.

Key Features

Recording Playback

ON-DEMAND

One-click from phone toolbar.

CRIPTING

Enabling through OpenSSL

AUTOMATION

CTI scheduling.

CONTRO

System and access management

TAGGING

Customisation.

COMPATIBILITY

Marathon


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Recording and Playback


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The Contact Center platform includes the

management of custom Call Backcampaigns and services.

Call Back Now: instant recall.

Call Back Later: rescheduled

depending on customers needs.

Agent or automatic IVR, with Contact

Center queuing.

Activation via web page, with

proactivity rules management.

IVR and Web Call Back


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Agent Call Back


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SurveyCTSurvey is the web app for survey

service creation. Integrated with

ContaCT Highway platform, CTSurvey

realizes Inbound and Outbound

services with custom features:

time session and expiry date;

recorded messages uploading;

contacts import;

API web services to integrate

third party services and

applications (i.e. Customer

Experience Management

processes.)


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Unified CommunicationOpen Source PBX:

IVR integration. ACD queue integration. Voicemail. Call Query Routing. Audio recordings; Conference. Traditional phone integrations

(ISDN, PRI) Online Wizard for config/setup. Centralised phone book. Fax server. Unlimited messages and musics. SIMcard balance. FreePBX-based interface.


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Unified CommunicationThe Unified Communication & Collaboration solution, based on WebRTC imp

technology, includes multi-browser/OS/Mobile tools of Groupware, Email ManSharing and Security.


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Contact Interaction ManagemeeasyCIM is the contact management

applications suite, to optimize contact lists

and interactions between contacts and

businesses. easyCIM supports

information-collection campaigns or

multichannel sales.

References: Utilities, Telco

Outsourcing markets.

Strengths

CRM, Workflow and Cam

Management cross-solutioManages both direct and

channels.

channel management

ContaCT Highway

agent desktopmanagement

easyCIM

Scheduler

ACD


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Contact Interaction Manageme Who and when to call properly? Contactability scheduling.

Multichannel Call Back. Integrability with legacy or centralisation

Field: contacts and agenda management of agency networks and


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Contact Interaction Manageme Scheduler: campaign activation or deactivation (timing!), contacts i

scheduilng (in case of negative result).

What to ask, to answer, to propose? Script Design.


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SFA and Planning

Customer Strategy

Marketing

Sales

WHEN:

Schedule and

time-table

management

WHO:

Contact Center

Appointment lifecycle

HOW:

Workflow

Back Office

WHERE:

Regional andarea planning

WHY

Appoi

and m


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SFA and Planning Calendar and time-table m

meetings monitoring, real-tavailability.

Sales area management: regional

coverage and optimisation, agencies,branches, agents.


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Help DeskOTRS is an Open Source Service Desk and Ticketing system which allows

manage customer requests such as email, web form or phone calls.


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Help DeskDashboard to visualize:

Managed tickets;

Expired tickets, in compliance

with SLA;

New or unmanaged tickets,

waiting for agent assignment.

Multimodal management:

MAIL, VOICE, CHAT;

Automatic ticket creation with

automatic answer and related

code.


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CRMContact Pro represent one of the most qualified and complete CRM platfo

Italian overview. Its a very flexible solution which includes specific verticals

Holidays) and features (i.e. telemarketing script), perfect for Contact Masynergies.


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Performance AnalyticseasyView is the outstanding tool to

monitor and analyze contact centersprocesses. Data are available anywhere,

anytime, on any device.

References: cross-market

all segments.

Strengths

Real-time analysis.

Interactive dashboards.Vertical markets know-howdata

markets

channels

agents

dashboard,

analytics, reporting

Performance

Analytics


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Performance Analytics Near Real Time.

How to monitor and analyze yourteleselling campaigns? Dynamic

and interactive data visualization.

No need of datawarehouse,

instant access to any kind of data

source.

Full integrability with a wide

range of platforms (i.e. ERP, CRM,

delivery, billing) to improve the

full process.


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Cloudando is the Cloud platform marketplace for Contact Centers looking f

Marketing, Sales, Customer Care, Help Desk and Credit Management applic

Strengths

Fast startup.

On-demand flexibility.

Project and Services integrated consultancy.Pay-per-use model.

Completeness of the offer.

Management of peaks up to 3.000

simultaneous workstations.

Security and Privacy compliance.

Cloudando


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www reitek com
http://www.slideshare.net/reitekhttp://www.slideshare.net/reitekhttp://www.reitek.com/http://www.reitek.com/http://it.linkedin.com/company/reitekhttp://it.linkedin.com/company/reitekhttp://vimeo.com/reitekhttp://vimeo.com/reitekhttp://www.cloudando.it/http://www.cloudando.it/

reitek company profile & solutions suite [english]

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