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2008 Eudata En
- 2. Eudata is a technical competence center specialized in B2C communication Eudata has the capability to realize projects that merges techincal solutions on really customer needs Our customers are main system integrators or Enterprise companies that expect from us an engineering centre with the ability to support the whole life cycle of a project (analysis, project manangement, deploy and maintenance) We think that in enterprise projects rarely the “out of the box” products are compliants with clients needs, so one of our distinguish mark is the capability to suite the solution on customers business requirements Our consultant has matured their experience in big IT projects, especially in CRM sector, with particular reference to Contact Center and Unified Communication In a company made out of people the knowledge that someone can share is the key for the growth
- 3. Sandro Parisi CEO Marta Casiraghi Administration Mirko Puliafito CTO Mike Marchesani Support Manager Andrea Grompone Davide La Spina Project Manager 15 Technical Consultant External Network
- 4. 2006 2007 2008 Turnover 620000 782000 1010000 Growth 26% 29%
- 5. TECHNICAL COMPETENCE IPCC Express IPCC Enterprise 5.X, 7.X Outbound Option IP IVR CVP (ASR, TTS) CEM / EIM UCCM Voice Gateway WebEx Connect Networking Integrations Siebel ARS Remedy Contact PRO Vision Desk ASC Marathon Open source PBX TTS – ASR Developing
- 6. SERVICES Projects Tenders responses – Advising – Technical analysis – Deploy – Customization Support Using a group of specialist we maintain customer system. Every activity is traced using a trouble ticket system that permit the tracking of SLA Maintenance Typically this is an on site service. Our technicians manage the customer contact center platform during business hours guaranteeing real time participation and developing small evolution of the system (reporting, routing, configuration, ..) System Customization Starting from a particular business requirement we suite the out of the box product to the customer needs
- 7. MAIN PROJECTS Sector Project Role Finance Intesa San Paolo Project Management – Architectural Design – Deploy - Evolution and Maintenance – Customization Universo Servizi Project Management – Architectural Design – Deploy – Customization Monte dei Paschi Siena Architectural Design - Evolution and Maintenance Unicredit Evolution and Maintenance Findomestic Project Management - Evolution and Maintenance Reale Mutua Evolution and Maintenance Goods Media Market Project Management - Business Analysis - Evolution and Maintenance Telco Vodafone Business Analysis – Development - Test Fastweb Project Management - Business Analysis - Evolution and Maintenance Telecom Italia Senior Consulting Health & Care Valduce Project Management – Architectural Design – Deploy Industry ENI Business Analysis - Evolution and Maintenance Pirelli Evolution and Maintenance
- 8. PART 1: CONTACT CENTER INTEGRATIONS AND CUSTOMIZATIONS PART 2: UNIFIED COMMUNICATION Live Demo Presence IM Audio Video IPCC Phone Bar | IPCC Phone Bar in WebEx Live Demo IPCC Control Site and Monitoring system Live Demo CVP Smart Tree IPCC Voice Box IPCC Distributor (Advanced use for Outbound Campaign)
- 9. PART 1: CONTACT CENTER INTEGRATIONS AND CUSTOMIZATIONS IPCC Phone Bar and IPCC Phone Bar in WebEx Microsoft or java version Integration with WebEx Live Demo Project Version ISP Microsoft based – 3 versions for different CRM integrations (about 500 agents) Universo servizi Java based BNL Microsoft based – SOAP API for external usage (i.e. CRM, Agenda, ..)
- 10. PART 1: CONTACT CENTER INTEGRATIONS AND CUSTOMIZATIONS IPCC Web Control Site and Monitoring system Access point for supervisors Administrator : give the grants to Supervisors and use the monitoring system Supervisors : Using the grants created in Control Site can access the Reskill or WebView (in development) and look only about their Contact Center share Example of use Live Demo
- 11. PART 1: CONTACT CENTER INTEGRATIONS AND CUSTOMIZATIONS IPCC Web Control Site and Monitoring system The report provides: State of IPCC Services State of Servers (HD, CPU, …) Event Viewer error list
- 12. CVP Smart Tree Dinamic multilevel CVP VXML Application web interface for settings: New Trees Switch on and of nodes Service schedule Emergency management Routing settings PART 1: CONTACT CENTER INTEGRATIONS AND CUSTOMIZATIONS
- 13. Voice Box Custom implementation using external VXML applications in CVP Standalone Deployment. web interface for audio playing roles user’s management PART 1: CONTACT CENTER INTEGRATIONS AND CUSTOMIZATIONS
- 14. Task Distributor Alternative use of outbound personal call back Outbound Option PCB usage External systems integration via stored procedures or Web Services Agent or dedicated skill group distribution Integrated in the IPCC Blended Toolbar Integrated in Control Panel for distribution handling (stop/start distribution queues, business rule definitions) PART 1: CONTACT CENTER INTEGRATIONS AND CUSTOMIZATIONS
- 15. PART 2: UNIFIED COMMUNICATION UnyCo consist of: Plug in (Flash or ActiveX) for Unified Communication integrated with web portal: IM Voice Video Presence Federation with principal UC systems (Gtalk, MSN, …) Managing of Presence and IM , with plug in for interfacing vendors’ system Managing of Audio Video, with plug in for interfacing vendors’ system LDAP integration for Active Directory based systems Integration with customer web portal ( HTML or Widget) Administrative system (configuration, unified reporting, monitoring)
- 16. PART 2: UNIFIED COMMUNICATION INTERNET EXTRANET INTRANET UCS Administration, Control, Log Presence IM Server VoIP & Video Communications & SIP Server Communication Media Server Client Communication SDK Presence/IM Client SDK Admin DB Flash – Active X Logs DB Gateways PABX Federations Web Page - Widget CUCM - CUPS – WebEx - IPCC PSTN
- 17. CASE: FEDERATED CONTACT The client see that his personal trader is present and ask him what he needs The client needs an advice about his financial position from his personal trader. He can see his personal trader presence state cause he has in his personal IM the personal trader’s buddie If the question needs to be secured the trader ask the client to follow the link and acceess the web interface of Unyco. In this way all the communications are into the intranet Customer follow the link and access to a conversation. The history of the previous chat is exported in the new one The communication can evolve using audio or video channels
- 18. PART 2: UNIFIED COMMUNICATION Integration Technology Access IM & Presence Audio / Video
- 19. Reference Via Melchiorre Gioia 55/C 20124 Milano tel.: 02 45495098 fax : 02 45495099 General information [email_address] Communication [email_address]
- 20. Thank you for your time
Editor's Notes
- #2: 07/01/2008