videocontactcenter presentation fbk eng 2 4

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    Feedback Italia S.p.A.

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    2

    Software house

    which plans and develops

    Softwares for nteractive

    Video communication

    over

    P protocol

    Feedback Italia S.p.A.

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    3

    Video Contact Center

    Is the web release of easymeeting that allows - through the web browser - thecommunication in audio and video between two users

    The goal is to obtain a video contact center for remote users

    A new way to commun icate with your customers that is s imple, fast and independentf rom th e physical locationin which your partners are.

    Use case list:

    Pre-sales contact

    After sales supportCustomer care

    Customer loyalty program

    Specialist support

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    Video Contact Centerdesktop conception

    In its desktop conception, the service refers to the top customers of

    insurance and bank branches

    By using a simple PC equippedwith webcamand microphone, users

    can enjoy the service directly from their desk.

    They connect in a dedicated session One-to-One with a company

    expert, available for specialist advice, for further detailsor real time

    provisions.

    ..And all from your own PC with the securitythat comes from the useof the most modern encryption algorithms.

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    Video Contact Centertotem modality

    The application offers the possibility to setinfo points in different places as like as hall,

    agencies, stores, to use the video contact

    center interactively through standard

    hardware desks or external totem.

    In this case the consultation service will be

    related to the general public to show new

    products and get further information

    without going in one of the companysoffice.

    .

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    Video Contact Centerhow it works

    Videocontactcenter sessions areeasymeeting calls in One-to-

    One mode between an user and

    a dedicated operator.

    The session is managed by a

    server and an Access Call

    Distribution mechanism.

    A service center receives the call

    from the remote users PC andgives it to the queue to be

    processed by operators.

    Totem 2Totem 1

    Totem 3

    PC 1

    PC 2

    PC 3

    Service Center

    Operator 1

    Operator 2

    Operator 4

    Operator 3

    Call waiting 1

    Call waiting 2

    Call waiting i

    Call waiting n

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    Video Contact Centerhow it works

    The operator sends customized document,see the database and extract data, perform

    the data-flow analysis and have a complete

    control of digital data as well as assists the

    user during the web browsing

    .

    The user gets a full assistance and a clear and direct

    relation with the company or the institution. This is a way to

    implement loyalty strategies for users and to help their

    needs to be informed as well as to assist totally both the

    top client and the most fussy one.

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    Video Contact Centerexample

    The user calls a videocontact center of a products

    companys directly from

    his own desk.

    The automatic mechanism

    that manages the queue

    forwards the call to the first

    available operator who is incharge to provide assistance

    to the user, according to his

    needs.

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    Video Contact Centerexample

    At any time the operator can sendgraphics, presentations or extrapolate

    dataon which to base his own analysis

    for a consulting that is completely

    dedicated , confidential and oriented

    to the customers loyalty.

    .

    After the interaction, the operator inserts

    thenotes related to the conversation

    just carried out. These information flow in

    the central database from which you

    can get all kind of statistics and data

    about the use of the instrument.

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    The Feedback Italia service on theTelecom Italia portal (PMI)

    The Telecom

    Italiaportal PMINet Evolutionshows

    all the services

    provided by

    Feedback Italia

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    Send an emailto [email protected] with:

    Your personal data

    The service youd like to try

    The potential customer to whom you want to show theservice

    The Feedback Italia staff will respond immediately to

    arrange a virtual appointment to describe all the features

    of the product.

    How to request a demo of the otherservices of Feedback Italia

    mailto:[email protected]:[email protected]
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    References - Health Sector

    http://images.google.it/imgres?imgurl=http://www.capuaonline.info/capuanews/anno2005/foto/Airc.gif&imgrefurl=http://www.capuaonline.info/capuanews/anno2005/281105.html&h=1218&w=835&sz=36&hl=it&start=1&um=1&usg=__wKombgL_X7FMaa5k5BCZydAtZb0=&tbnid=UNk5t6zwxP8AYM:&tbnh=150&tbnw=103&prev=/images?q=Airc&um=1&hl=it&sa=Nhttp://images.google.it/imgres?imgurl=http://www.lwrc.org.uk/images/Coloplast%20Logo.JPG&imgrefurl=http://www.lwrc.org.uk/calendar07.html&h=267&w=1182&sz=118&hl=it&start=11&tbnid=IikfRiyJG-YLAM:&tbnh=34&tbnw=150&prev=/images?q=coloplast&gbv=2&hl=it&sa=G
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    References - Services Sector

    http://images.google.it/imgres?imgurl=http://www.camera-werks.com/LargeLEICA_Logo.jpg&imgrefurl=http://members.ebay.com/ebaymotors/ws/eBayISAPI.dll?ViewUserPage&userid=camerawerks-usa&h=128&w=283&sz=17&hl=it&start=14&um=1&usg=__iOgh7OzLwNnCX0pDXAaNX-FQHEA=&tbnid=1tX1VxwrqDeWnM:&tbnh=52&tbnw=114&prev=/images?q=leica+logo&um=1&hl=it&sa=Nhttp://images.google.it/url?q=http://www.racomputer.it/Immagini/logoABACO.jpg&usg=AFQjCNGy6C8cQdyoNxIH2KG5Pzjt6BqOaQ
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    References Finance Sector

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    References Education Sector

    http://www.elea.it/
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    Reference Industry Sector

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    References Industry Sector

    http://images.google.it/imgres?imgurl=http://www.me.gatech.edu/pts/convention/ptsframe_files/images/shell.jpg&imgrefurl=http://www.me.gatech.edu/pts/convention/&h=450&w=600&sz=35&tbnid=Cpl4pVenoC-EtM:&tbnh=101&tbnw=135&prev=/images?q=shell+logo&um=1&start=2&sa=X&oi=images&ct=image&cd=2
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    References - Others

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    References - Others

    http://www.arcigay.it/
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    Feedback Italia S.p.A.

    Via J. F. Kennedy, 10

    10024 Moncalieri (TO)Tel: + 39 011 1950 1111 - Fax: + 39 011 1950 1199Email: [email protected]

    Off ice in Milan: Corso Venezia, 18 - c/o Palazzo Serbelloni, 3floor

    Role Riference Email

    Commercial Enrico Pretta [email protected]

    Marketing Lorella Balansino [email protected]

    Communication Claudia Ambrosini [email protected]

    Account Elena Cafarelli

    Veronica Quinzi

    Elisa Boscolo Pelo

    [email protected]

    [email protected]

    [email protected]

    Demo Annamaria Salerno [email protected]

    Logistics Massimiliano Chiad Piat [email protected]

    Administration Rita Lard [email protected]

    mailto:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]