web contact system proactive web overview
DESCRIPTION
New proactive engagement module from Eudata. It should be a part of WCS or stand alone solutionTRANSCRIPT
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CONTACT CENTER 2.0:A DIFFERENT USER EXPERIENCE
EUDATA
WEB CONTACT SYSTEM
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NETWORK
ABOUT 100 PROFESSIONALS
HQ IN MILAN, ROME, BARI
CRM applications
GHIRBEBusiness Intelligence
R&D
Energia Intelligente
Unified Communication
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Cisco Contact Center/Genesys Contact CenterRemedy/Siebel/Maximo
Contact CenterCRM
Work Force Managers
Voice Portals
Instant MessagingVideo
communicationsCollaboration
Mobile platformsInteractive kiosks
Disruptive Technologies and
Applications
TECHNICAL AREAS
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WCS:WHAT IS IT?
Platform for Web Portal Real Time Services
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FEATURES
INTEGRATION Your UC Tools Kiosk Mobile Virtual assistant Webex
Powered by
2.0
Proactive Web
Link and Document
Sharing
Audio/Video
IM
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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
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UC
Internet
Kiosk Integration
WCS MODEL
MobileWCS
Proactive Web Web Presence
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PRODUCT FEATUREPROACTIVE WEB
Focus: move portals to proactive concept. Portal can understand customer activities providing informations based on customer profile and potential needs.
Customer propositions could be:
Advertising Web page pushing Self service system integration (IVR o
virtual assistant)Chat contactWeb Call Back Audio and video contact
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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..
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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
12
3
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PROACTIVE WEBNAVIGATION INFORMATION USAGE
The information about customer navigation are stored into the Proactive Web DB.
This should be used in order to:
Populate outbound campaign database Use this data for business analisys about customer usage of the web portal
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PROACTIVE WEBSERVICE DESIGNER
Flow Elements
Web Based
Action
Flow
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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