Web Contact System Proactive Web Overview
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CONTACT CENTER 2.0: A DIFFERENT USER EXPERIENCE EUDATA WEB CONTACT SYSTEM
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New proactive engagement module from Eudata. It should be a part of WCS or stand alone solution
Transcript of Web Contact System Proactive Web Overview
CONTACT CENTER 2.0:A DIFFERENT USER EXPERIENCE
EUDATA
WEB CONTACT SYSTEM
NETWORK
ABOUT 100 PROFESSIONALS
HQ IN MILAN, ROME, BARI
CRM applications
GHIRBEBusiness Intelligence
R&D
Energia Intelligente
Unified Communication
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
WCS:WHAT IS IT?
Platform for Web Portal Real Time Services
FEATURES
INTEGRATION Your UC Tools Kiosk Mobile Virtual assistant Webex
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
UC
Internet
Kiosk Integration
WCS MODEL
MobileWCS
Proactive Web Web Presence
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
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..
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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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
PROACTIVE WEBSERVICE DESIGNER
Flow Elements
Web Based
Action
Flow
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
