Liferay Digital Experience (DXP): Redefining customers experience
Building the Best Experience for Your Customers and Your Business
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Building the Best Experience for Your Customers and Your Business Dan Jenkins | @dan_jenkins Build your own Contact Centre
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Transcript of Building the Best Experience for Your Customers and Your Business
Building the Best Experience for Your Customers and Your
Business
Dan Jenkins | @dan_jenkins
Build your own Contact Centre
Dan Jenkins @dan_jenkins
MeCEO | Founder | Director Nimble Ape Ltd
Node.js & WebRTC Developer
Spoken at Astricon 4x
❤ Open Source Technology
danjenkins @dan_jenkins
Node.js Consulting
Microservices Consulting
IoT Consulting
WebRTC Consulting
Contact Centre Specialists
Building the Best Experience for Your Customers and Your
Business
What’s the Problem?
Customer Service is more vital than ever before.
Customers demand better service
Customers demand highly unique and personal
experiences
More customers want to chat first.
More customers demand better service
If they don't get it, they'll run to another provider
WARNING!
BOLD statement imminent
Most Contact Centres are technologically dead
They’re scared of evolving
They’re slow to change
Changes are feared
Asterisk based Contact Centres were historically
brittle
Asterisk is DEAD
Long Live SuperHero Asterisk
Long Live Web Technologies
Stop building your Contact Centre on old technology
Your business deserves better
Your customers deserve better
Your agents deserve better
And finally, you deserve better
Web Technologies
HTTP(S)
REST
Scalable
APIs
WebRTC
DevelopersMore Web Developers than C developers
More Web Developers than Sysadmins
More Web Developers than people who understand Dialplan
BrowsersFast Update Cycle
Some of the biggest players developing them for you
Browsers [WebRTC]
Fast Paced Development
Distributed Computing Power
Test Driven Development
Contact Centres need the Web
The future of the Contact Centre is the
Web
Get Onboard
And the time is now
How do we do this?
Adhearsion
ARI
Everything Mark said yesterday
Asterisk as a Media Engine
Everything Fred said yesterday
Use the best tool for the job
WebRTC
Microservices
Test Driven
100% Code Coverage
HTTP APIs
IBM Bluemix
Cordova Project Oxford
A custom Contact Centre for your business
A custom Contact Centre for your customers
Web Integrations
Bluemix
Speech to Text
£0.0121 Per Minute 1.21p Per Minute
2.42p Per Minute for Telephony
Speech to Text
English (US), English (UK), Mandarin, Portuguese (Brazil), Spanish
Speech to Text
Sentiment Analysis
Sentiment Analysis
Sentiment Analysis
Sentiment Analysis
English, French, German, Italian, Portuguese, Spanish, Russian
Microsoft Cordova APIs
Speech APIs
Face Detection
Image Analysis
Once we have the text of a call, we can do so much
with it
Is my customer positive?
Is my customer negative?
What keywords are spoken repetitively?
Is my agent saying the right things?
How can we help our agent?
Custom
Customer meta data
Call meta data
Agent meta data
Ready to build something awesome?
