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Mobile Customer Service

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• No waiting Time• No Re-identification• Profile your customer through

mobile apps• Customer Centric

Benefits

• Visual IVR• Customer Context• Mobile Payment• Connect to your customers on

Mobile Apps

Features

• Share your customer experience through social media

• Extend social interactions to mobile environment

TheLink impact

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Multi-Channel Customer ExperienceMobile Trends

85% of adults in this region have access to phone banking services

Online Banking doesn’t exceed 15%

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THE MOBILE : Mobile Marketing Platform

• VOCALCOM has integrated a comprehensive platform for mobile apps and mobile marketing campaigns to meet the growing needs of governments, public services, businesses, events & retail.

• THE MOBILE Platform allows you to easily manage your apps and launch mobile campaigns:

• Multi-lingual apps• Instant content updates• Rich analytics• Send location-based push notifications• And much more…

TapCreatorcreate mobile engagementComprehensive platform to build, publish & maintain mobile apps, no technical skills needed.

TapTargetlaunch omni-channel campaignsOmni-channel campaign builder for marketing teams with user profiling, location-targeting, behavioral targeting…

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Why mobile apps with contact center integration ?

• Smartphones and tablets are a huge part of everyday life.

• Companies use mobile apps to stay connected and engage with their customers.

• By integrating the contact center inside the apps, the apps become personal and omni-channel.

• With omni-channel apps, your company will have a personal, relevant, context-aware and direct communication line to your customers for sales, support, assistance… + Omni-channel

communication=

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Turn context into data

CHANNELWeb, mobile,

kiosk…

LOCATIONCountry, city,

street, at home or on the road,

language…

BEHAVIORUser activity,

currently viewing…

= omni-channel view on customerused to connect the right agent automatically and personalize the conversation

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Turn data into action

DATAUser profile,

user context…

INSIGHTe.g. “intention

to buy”

DECISIONSelect hot prospects

ACTIONTrigger instant

call-backs, push notifications…

Turn raw data to useful insights. Automatically make the right decision for each customer and take immediate action (call-back, personalized offerings…)

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Smart call button: easy integration in any app

• The Smart call button is easily integrated in any app:• New apps & existing apps• Native apps (iOS, Android), web apps

(HTML5)…

• With the Smart call button, the user can directly call the contact center:• Call now or instant call-back• View waiting times• No IVR, automatic skill-based and context-

based routing, using real-time data captured in the app

Select your city

Calculateyour buildingtax

Call nowabout this topic

Next step >>

Flanders infoline

Questions ? Call now ! and talk about this model

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Turn your apps into a personal assistant

• Your customers will use your apps 24/7 to find information, make bookings, request a service, buy a product, prepare a purchase etc. But they will have questions and they will need your help sooner or later.

• With a Smart call button, the app becomes a truly personal assistant. The voice of a real person is just one click away for:

• Sales assistance• After-sales assistance• Service & support• Bookings, purchases• …

Select your city

Calculateyour buildingtax

Call nowabout this topic

Next step >>

Flanders infoline

Questions ? Call now ! and talk about this model

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How does it work ?

Questions ? Call now ! and talk about this model

John is looking for a new car. He uses the app to discover models, look at prices and view technical specs.

He discovers a model that he likes, but he has a few questions.

He clicks the smart “Call now” button.

John is instantly connected to the contact center, to an operator specialized in this specific model. No IVR !

John’s call is automatically routed to the right operator, based on his topic (the

car model he is viewing), John’s context is transferred to the contact center : language, location, page, choice, ….

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Contact Center Integration

• When a ccontact is made with the Smart call button, a dashboard is automatically displayed for the best skilled operator, with the full user profile.

• the agent has a full access to the customer information from the company CRM• Current topic the caller is looking at in the app or on the website• Current location of user• User top interests• Full user profile and user context (activity, location…)• The product or pages that customer has been looking for• All customer interactions with the contact center

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Operator dashboard features

Customer Information : designed per vocalcom scripter or integrated through CRM

Current location of caller and distance from your closest shop, office or service location

Current topic that caller is looking at

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Operator dashboard features

History of topics that the customerwas looking at, right before the call(both current session and historical sessions)

Top interests of customer

This is based on automated “user profiling” in the app, with advanced scoring algorithm.

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Technology under the hood

Inside the appVocalcom SDK is easily integrated in the app. The SDK will automatically track all user activities, build user profiles and track the location and context of the user. All data is sent to the contact center in real-time.

Inside Vocalcom call routingApp topics are mapped to operator skills. Each call is automatically routed based on:• Current topic in the app• Location of the user• User profile (language, customer type…)• Context of the user• Business rules

Inside Vocalcom operator dashboardAll informations about the customer are displayed to the operator. The operator can instantly provide personalized advise. No endless questions, no IVR, only great service!

Benefits : Provide Excellency Services

Always Available No re-identification No Waiting Time Full Context is sent to your

contact center Send document, alerts,

chat

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Visual IVR in your Apps

Visual IVR Personal profile

Building & living

Education

Work

Health

Select your topic

Waiting times

Now

Average

My city

My language

My family members