Online Engagement

The best practices of live chat,

call back and proactive

engagement for a professional

management of online contacts.

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

1.

At-a-glance

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?

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.

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!

2.

Key Components

Agent DesktopUnified 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

MultichannelUnified 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.

IntegrabilityUnified 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.

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.

• 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 EngineIt’s possibile to manage

queuing and inbound or

call back routing:

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.

Contact Center ManagementACD operations from

engagement during website visit

or app usage until agent routing.

• Multi-contact.

• Multimedia.

• Software SIP-phone.

• Queues and agents status

monitoring.

3.

Key Features

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.

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

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

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.

Graphics and contents of the

chat widget are completely

customizable (e.g. data

gathering).

Call Back

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.

Call Back - Agent

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.

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

Performance Analytics

Complete Analytics Suite.

• KPI contact center and

productivity monitor.

• web analytics.

• tracking of compliant

interactions with Privacy.

• transcript export.

4.

Fashion Business Case

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!

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.

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.

5.

Case Studies

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.

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.

Case Studies

PosteMobile.

Chat and Web Call Back (Call Me Later and Call Me Now).

1 or 2 12

• Sales Support.

• Customer service.

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)

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.