web contact system overview - cisco integration
DESCRIPTION
Web Contact Systems updates for Cisco PartnersTRANSCRIPT
CONTACT CENTER 2.0:A DIFFERENT USER EXPERIENCE
PRODUCT OVERVIEW
WEB CONTACT SYSTEM
NETWORK
ABOUT 100 PROFESSIONALS
HQ IN MILAN, ROME, BARI
CRM applications
GHIRBEBusiness Intelligence
R&D
Energia Intelligente
Unified Communication
WCS:WHAT IS IT?
Platform for Web Portal Real Time Services
FEATURES
INTEGRATION Your UC Tools Kiosk Mobile Virtual assistant Webex Semantic
Powered by
2.0
Proactive Web
Link and Document
Sharing
Audio/Video
IM
PLATFORM
Web Voice Portal Social Kiosk
Unified Data Collection from every ChannelUnified Configuration and Control
Mobile
WCS ADMIN MODUL GIVE YOU THE OPPORTUNITY TO TAKE CONTROL OF YOUR PLATFORM AND YOUR DATA. YOU CAN MANAGE ANY CHANNEL IN A CENTRALIZED MANNER, BUT ALL THE DATA WILL BE COLLECTED IN THE SAME WAY USING YOUR CRM/CTI PLATFORM. EVERY CONTACT WILL BE MANAGED WITH A CONTACT CENTER AGENT USING A ROUTING RULE ON YOUR CTI
Other
PRODUCT FEATURESINSTANT MESSAGING
Instant Messaging based on XMPP Standard
Standalone solution or federable with enterprise IM Infrastructure Escalation to A/VQuick replies based on shortcutsCustomer internet data popup
PRODUCT FEATURESAUDIO VIDEO
Audio Videobased on SIP 2.0 Standard
Tested and live with Cisco PlatformHigh Definition video supportedFlash queue video supportCustomer telephony data passing
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CUSTOMER TO BUSINESS NEW COLLABORATION MODELS
Customer to Contact Center
A customer can activate a collaboration session (IM, VOIP or video) that is routed to a Contact Center queue. It’s possible to start a traditional or a evolute collaboration session with the agent.
Call Customer Care
Customer to ExpertCustomer will display the availability of the expert from his Buddy List and he could activate a collaboration session (IM, VOIP or video) with him.
Expert to CustomerIt’s possible to ask the customer to let the expert add him to his buddy list. In this case the expart can check the customer availability and start a session whenever he would like to.
IM Interface
Presence(Buddy List)
Direct Call
Direct Video
IM Interface
Presence ( Buddy List)
Direct Call
Direct Video
Customer to ExpertThe customer is using internet standard communities (MS Live, GoogleTalk, …) can check the expert availability and can contact him direclty without accessing the web site.IM Interface
Presence
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BUSINESS TO BUSINESS NEW COLLABORATION MODELS
Expert to Expert(Real-Time Chat)
The expert handling his own Buddy List can contact another expert verifying its availability starting a IM session. It’s possible to add the same features to the intranet portal.IM Interface
Expert to Expert(Voice & Video)
The expert handling his own Buddy List can contact another expert verifying its availability starting a VOIP or video session. It’s possible to add the same features to the intranet portal.
IM Interface
Presence ( Buddy List)
Direct Call
Direct Video
Presence ( Buddy List)
Expert to Contact Center
An expert can contact via IM, audio or video the customer care to obtain support on services or products he is proposing to customers (Operative Help Desk)
Call Customer Care
PRODUCT FEATURESDOCUMENT PUSHING
Real Time document sharing
Full flash document viewing It’s not a download, no client prerequisites
PRODUCT FEATURESWEB PUSHING
Web Pushing agent controlled
Reactive web page pushForm filling supportPossible Escalation to evolute collaboration tools (i.e. Cisco WebEx)
WCS KIOSK
Business Case
Finance Gas & Power Retail Public Administration…
Simple Click To Call
Vide
o Co
mm
unic
ation
Vide
o qu
euin
g
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Policies
CapabilitiesSupported devices
Mobile Access Monitor (MAM)
Document Sharing
URLSharing
ScreenSharing
WCS Mobile Application
Presence IM Audio/Video
Click2Contact
Button
Devices
Monitoring
InfoOperativefeatures
ADS
Android IOS
WCS MOBILE MODEL
Customer Third Party App
SDK
It.eudata.wcs.mobile://action=“call”&service=“service1”
Eudata Touch2Contact
Supported Platforms:o Apple IOSo Androido AppAccelerators (Titanium,
PhoneGap, ecc..)
Eudata Touch2Contact
HOW IT WORKS
CustomerApplication
PRODUCT FEATUREPROACTIVE WEB
Focus: move portals to proactive concept. Portal can understand customer activities providing informations based on its profile and potential needs.
Customer propositions could be:
Advertising Web page pushing Self service system integration (IVR o
virtual assistant) Chat contact Audio and video contact
PROACTIVE WEBHOW TO
Proactive Engine
Define Business
Rules
Define Where in the portal
Define the action to trigger
Browsing history
time spent on a Web page
Type of navigated content
Custom Rules
Web link suggestion or pop up
Click to chat
Web Call Back
Click To Call (Audio/Video)
Navigation Info
Business Intelligence
Outbound Campaign
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3
PROACTIVE WEBEXAMPLE
Navigation info
Proactive Engine
Check
Action
Business Rules
Collection
Hi, I’m Paola.Can I help you?
I’ve seen you’re interested about car insurances..
UC
Internet
Kiosk Integration
WCS MODEL
MobileWCS
Proactive Web Web Presence
HOW IT WORKS
Portal services
Internet
Audio Video IM Docs
WCS FMS
Customer Infrastructure
ACD Internal IM UC Tools Contact
Center
Flash Media Server:
Communication convergence
Session controller
Protocol converter
Internet-to-Intranet Media Gateway
SERVER WS SD
K
BackendGUI WCS
WCS INTERNAL ARCHITECTURE
FMSSWeb
Interface
XMPP Server
CTI
Core/AdminMobile
Interface
Kiosk Interface Presence
Server
SIP Server
Monitoring and
Reporting
JS / FLEX SDK
Session Handler
LIST OF SUPPORTED FEATURES
Mobile Platform
android 2.2 iphone 4 ios 4
Interface
Adobe Flash 9.x or higher IM also on standard HTML
SDK
Client side: C# or JavaWeb:
IM: HTML Or FlashVoice and Video: Flash
Protocols
Voice and Video: SIP IM: XMPP or SIP Simple
USAGE EXAMPLES
Web Access to Contact Center
Next step: Collaboration
Kiosk into the energy StoresNext step: Self
Service Services based on Voice
Portal
Integration with company mobile
apps to grant profiled access to
Contact Center
PSTN
Customer Care
WEB Secure LoginCustomer ProfileBlended AgentDo not expose on the Web UC Infrastructure
USAGE OFEUDATA WCS
Moving contacts from PSTN to Web permit cost saving
Web
CVP
INFRASTRUCTURE
IMA/VDocument pushingSimple Co BrowsingDesktop sharingProactive web
WEB INTERACTION
Chat PanelWeb
Portal Contents
Video
Switch On Off
Customer Webcam
AGENT INTERACTION
Unique Agent
Desktop
CRM
Multichannel
Management
Reference
Via Melchiorre Gioia 55/C20124 Milano
tel : +39 (0)2 45495098fax : +39 (0)2 45495099
General [email protected]
Commercial [email protected]
Technical [email protected]
HTTP://WWW.YOUTUBE.COM/USER/EUDATASRL