- Convey Our Mission (Here's what we do)
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Transcript of - Convey Our Mission (Here's what we do)
-ConveyConvey
Our MissionOur Mission(Here’s what we do)(Here’s what we do)
We provide Web-based customer interaction software for hosting interactive Internet service calls between Web
visitors (Prospective Students, Current Students, Faculty, Alumni & Staff) and call center agents with voice, video, text
chat, and collaborative application sharing.
Our CompanyOur Company
Convey System's dynamic call center contact solution enables instantaneous interaction over your Web site. Our
solution facilitates online Instructional support, visitor service, and remote Web-based tech support.
Connect – Students,Faculty, Alumni & Staff can instantly contact a University agent.
Communicate - Users can personalize the call with Video, Voice, and Chat.
Collaborate - University agent enrich the call by sharing desktop applications (both ways) and aiding navigation through co-browsing.
Our CompanyOur Company
Customers range from large call centers in need of a customer service solution to small Web-based business looking to differentiate themselves from the competition.
Convey Systems offers a scalable ASP service that can stand alone or integrate into your application, both capable of being offered and branded by you for your customers.
Convey Systems solution enables you to conduct business around the world “face to face” from your virtual Web office. We have seen:
University Administrative services productivity increase.
Travel costs and time to closure decrease.
Increase in Technical Support quality and efficiency.
Convey Companion (student faculty, staff, alumni)
Convey Agent
Low HighStudent/Services Complexity
Communications
High LowTransaction Volume
Collaboration(Working together)
Web PageSharing(Pushing URLs)
Application Sharing(Viewing in sync)
Video(Streaming)
Digital Photo
Presentation
Student orientation Course selection Parent co-browse assistantsAlumni co-browse
Answers
Relationships
Solutions
Application Map™ From individualized information to learning & researching
Audio(Voice over IP)
Text Chat
International Recruiting AdmissionsPremier Alumni ProgramsCareer Services
Help Desk SupportTA facilitate teachingComplex researchingLibrary data baseDemo UVA softwareApplication process
“Connect” Tier
InternetInternet
1
Features•Digital Photo•Text Chat•Web Page Sharing
3
2
Benefits• Simple • Immediate• Inexpensive
Web Page Sharing: Enables Staff and students to lead each other to specific Web pages
Student’s, Faculty, Alumni, & Staff
ApplicationsSimple Co-Browse
(Parent/Teacher orientation, class registration, bookstore)
Help Desk (“Level 1” Trouble Shooting)
Student Orientation(Admission for new students)
Technical Support
“Talk” Tier
InternetInternet
1
Features• Voice (VoIP)• “Connect” Tier
Benefits• Personalized Conversation
Student’s, Faculty, Alumni, & Staff
ApplicationsTA to Student (“Enriched”)
(answer students questions)
Facilitate Teaching
Administrative Service
Technical Support
“Share” Tier
InternetInternetFeatures• Application Sharing (with Collaboration)• plus lower tiers
Application Sharing: Enables the sharing of applications between Faculty Staff and Students, facilitating a collaborative session between them.
1
Benefits•Teaching
•Share Faculty applications
•Tech. Support•Share Students applications
Student’s, Faculty, Alumni, & Staff ApplicationsHelp Desk
(Complex trouble shooting,)
(On-Grounds Tech. Support.)
Distance Learning(PowerPoint Presentations)
Financial Services(“Form Filling”)
Engineering(Collaborative Drawing Creation)
Complex UVA Software(Software Demonstrations)
Technical Support
“View” Tier
InternetInternet
Student’s, Faculty, Alumni, & Staff
Features• Streaming Video (One way & Two way)• plus lower tiers
1
Benefits• Highly Personalized
ApplicationsInternational Student(Remote Client Authentication)
Recruiting(Remote “face to face” interviews)
Cavalier Computer Sales
(Product Viewing)
Alumni Reunions & Annual Funds
Teacher Assistants
Technical Support
Value PropositionConvey Web-based customer interaction software
Enrich everyday student lives by personalizing the Web experience through interactive voice and video
Improve UVA’s ability to facilitate teaching, learning and researching directly over the Web
Deliver Web-based technical support through remote student application sharing
Create a competitive differentiator by personalizing “the Web experience” for UVA Students, Faculty, Alumni, Parents & Staff
Computer Technical Support
CIT Technical Support Personnel Will Use Tiers I,III, & IV As Follows:
Tier I Co-browse with Students,Faculty, Alumni or Staff.Tier III Take control of users browser or desktop for email troubleshooting or training support of Windows based applications (Word, Excel,& PowerPoint)Tier IV Video to personalize the experience between agent and users
Agent
AgentRemote Agent
Agent
3
Firewall Conference
Manager
4PBX/ACD
Junction Box
TelephoneNetwork
TelephoneNetwork
5
2 Call Request Manager
Call Center
LAN
Web Site
Client
1
InternetInternet
Convey Architecture
Agent
AgentRemote Agent
Agent
3
Firewall Conference
Manager
4
2 Call Request Manager
Call Center
LAN
Web Site
Client
1
InternetInternet
PBX/ACD
TelephoneNetwork
TelephoneNetwork
5
Junction Box
Agent
AgentRemote Agent
Agent
3
Firewall Conference
Manager
4
2 Call Request Manager
Call Center
LAN
Web Site
Client
1
InternetInternet
PBX/ACD
TelephoneNetwork
TelephoneNetwork
5
Junction Box
Tier Description List(per seat/month
Training(per session)
Set Up(per seat)
ViewInteractive video conference of the Agent and/or the Client $50 $250 $50
ShareCollaborative sharing of desktop applications from the Agent to the Client or the Client to the Agent
$50 $250 $50
TalkInteractive voice over the Internet (VoIP) $50 $125 $50
ConnectDynamically invoked digital Agent photos; Web page sharing (co-browsing); Text chat
$50 $125 $50
Note:1) Basic Price – All service requires Connect Tier – other Tiers optional
(e.g., Connect + Share price = $100 seat/month; Connect + Share + View price = $150 seat/month)2) Training – Based on “training a trainer” (typically 1 to 2 people in a session of up to two hours)
Convey Pricing Model Subscription Hosting Service
ASP Model (Application Service Provider)
The Benefits to an ASP Model:
Allows you to grow into the software without large upfront cost. Eliminate the IT and Hardware set up and maintenance cost. Expedite implementation process. Do not have to buy updates.
We provide your IT Support. Able to migrate to a License Model as your needs grow.