wcs eudata - web or mobile video customer engagement
DESCRIPTION
Engage your customer using your web site or your mobile app using the secure access provided by WCS. A large number of customers (banks, utilities, retailers or public administrations) is using WCS to interact with customers, take a look to www.eudata.biz for more business cases!TRANSCRIPT
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LEAP TO NEXT GENERATION CUSTOMER CARE
Eudata Confidential© 2012 Eudata. All rights reserved. Eudata Confidential© 2013 Eudata. All rights reserved.
What we do
We develop products that enhance WEB customer care performance
We are experts in integrating these products into complex customer platforms
We specialize in multi-channel customer interaction – Chat, Audio, Video, Mobile,
Shared Desktop & Proactive Engagement
What We Do
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Mission
“Provide the best in class Customer Interaction Service through our easy
to use platform that enhances Customer Care and Users interaction to a new standard using Web, Mobile,
Audio and Video“
WCS Overview
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WCS
WCS (Web Customer Service) connects customer and contact
center or experts using your web portals and mobile APPs.
The engagement can be done either statically or proactively based on navigation or customer profiling.
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WCS
WCS provide the higher possible customer experience via a clientless interface that
permits to set up communications based on chat,
audio calls or video calls
During this sessions customer can collaborate with the agent
using simple and powerful sharing solutions
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WCS
The engagement of the communication should be a static or proactive click to
contact button or based on the presence of the
customer/expert
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CustomerExperience
EMAIL, CHAT, AUDIO, VIDEO, SHARED DESKTOP, PROACTIVE ENGAGEMENT
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InterfacesKiosk
Web
Mobile Devices
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Unique Selling PointsClientless (no download) and Browser-independent for the customer.The SDK makes it fully customizableOne platform for all channels (Web, mobile, kiosk) - same licensesConcurrent session Management = increased productivityIntegrated Reporting of all session types (contacts)Support for Personal Advisor/Expert engagement
BenefitsLeverage Contact Center infrastructure (Available Connectors for Cisco, Avaya,
Genesys)Improve the Customer Experience, with more channels, more devices and
collaboration opportunitiesReduced engagement time with customers = better customer experience +
more efficient agent timeImprove selling and upsellingReduce phone costs on toll-free number (PSTN calls reduction)
Summary: Benefits and USP’s
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Business Impact: The impact on businesses is potentially high, because video is a media that will please consumers, as well as serve as a useful tool for field technicians
Benefit Rating: High
Eudata WCS identified as a “sample vendor” by Gartner in the Hype Cycle for CRM Customer Service and Support, 2013
Published: 23 July 2013Analyst: Michael Maoz
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest
ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties,
expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
Video Chat for Customer Service
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Customer Engagement Models
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Web Contact Center
Web Portal SmartPhone & Tablet TextKiosk
PSTN
Toll Free
Contact Center
WebWeb Web Web
ChatAudio VideoSharingProactive Engagement
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WCS Proactive EngagementTrace and engage customers on the web, providing to the agent all the informations about customer navigation
Easy and real time configuration of engagement rules
Through the Web Reporting tool provide informations about the behavior of customers on the web portal
Browsing
history
Time spent on the Web Page
Contents
Custom Rules
Click to
chat
Web Call Back
Click To
Call (Audio/Vide
o)
Other Action
s
Data propagation
Proactive Engine
Define the business rules
Defiine where in the web portal
Define the action
NavigationInfo
12
3
11/04/2023
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Local Branch
Expert Advisor
Create real time communications between Experts or branch staff and customers
Customer
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eudataVia Melchiorre Gioia 55/C
20124 Milano
tel.: +39 02 45495098fax : +39 02 45495099