Web Contact System Overview - Cisco Integration
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The document summarizes a web contact system that provides a unified platform for customer interactions across multiple channels including web, voice, social media, and mobile. The system integrates with UC tools and CRM applications to provide a blended agent experience. Key features include instant messaging, audio/video calls, document sharing, web pushing, proactive web capabilities, and support for mobile apps. It allows customers to interact with businesses and contact centers through a variety of channels in a unified manner.
Web Contact System Overview - Cisco Integration
- 1. Web contact SystemCONTACT CENTER 2.0:A DIFFERENT USER EXPERIENCEProductOverview
- 2. NetworkGHIRBEUnified CommunicationCRM applicationsBusiness IntelligenceEnergia IntelligenteR&D
- 5. Kiosk
- 6. Mobile
- 8. Webex
- 10. PlatformWebVoice PortalSocialKioskMobileOtherUnified Data Collection from every ChannelUnifiedConfiguration and ControlWcsadminmodulgiveyou the opportunity to take control of yourplatform and your data. You can manageanychannel in A centralizedmanner, butall the data will be collected in the same way usingyourcrm/ctiplatform. Everycontactwill be managed with A contact center agent using A routingrule on yourcti
- 11. ProductFeaturesInstantMessagingInstantMessagingbased on XMPP StandardStandalonesolution or federablewithenterprise IM Infrastructure
- 14. Customer internet data popupProductFeaturesAudio VideoAudio Videobased on SIP 2.0 StandardTested and live with Cisco Platform
- 15. High Definition video supported
- 16. Flash queue video support
- 17. Customertelephony data passing8Customerto Business New CollaborationModelsA customer can activate a collaborationsession (IM, VOIP or video) thatisroutedto a Contact Center queue. It’s possibleto start a traditional or a evolute collaborationsessionwith the agent. Customer to Contact CenterCall Customer CarePresence(Buddy List)Customerwill display the availabilityof the expert fromhisBuddy Listand hecouldactivate a collaborationsession (IM, VOIP or video) withhim. Customer to ExpertIM InterfaceDirectCallDirect VideoIt’s possibletoask the customertolet the expert addhimtohisbuddylist. In this case the expart can check the customeravailability and start a sessionwheneverhewouldliketo.Presence ( Buddy List)Expert to CustomerIM InterfaceDirect CallDirect VideoThe customerisusing internet standard communities (MS Live, GoogleTalk, …) can check the expert availability and can contacthimdirecltywithoutaccessing the web site. Customer to ExpertPresenceIM Interface
- 18. 9Business to Business New CollaborationModelsThe expert handlinghisown Buddy List can contactanother expert verifyingitsavailabilitystarting a IM session. It’s possibletoadd the samefeaturesto the intranet portal.Presence ( Buddy List)Expert to Expert(Real-Time Chat)IM InterfaceThe expert handlinghisown Buddy List can contactanother expert verifyingitsavailabilitystarting a VOIP or video session. It’s possibletoadd the samefeaturesto the intranet portal.Presence ( Buddy List)Expert to Expert(Voice & Video)IM InterfaceDirect CallDirect VideoAn expert can contact via IM, audio or video the customer care toobtainsupport on services or productsheisproposingtocustomers (Operative Help Desk)Expert to Contact CenterCall Customer Care
- 20. It’s not a download, no client prerequisitesProductFeaturesWeb PushingWeb PushingagentcontrolledReactive web pagepush
- 22. Possible Escalation to evolute collaborationtools (i.e. Cisco WebEx)WCS KioskBusiness CaseFinance
- 23. Gas & Power
- 24. Retail
- 25. Public Administration…Video CommunicationVideo queuingSimple Click ToCall
- 26. WCS mobile modelMobile Access Monitor (MAM)PoliciesMonitoringCapabilitiesSupporteddevicesWCS Mobile ApplicationDocumentSharingURLSharingScreenSharingPresenceIMAudio/VideoSDKClick2ContactButtonInfoOperativefeaturesADSCustomerThird Party AppAndroidIOSDevices13
- 27. HOW IT WORKSIt.eudata.wcs.mobile://action=“call”&service=“service1”Eudata Touch2ContactSupportedPlatforms: Apple IOS
- 28. Android
- 29. AppAccelerators (Titanium, PhoneGap, ecc..)EudataTouch2ContactCustomerApplication
- 30. ProductFeatureProactive WebFocus: moveportalstoproactiveconcept. Portal can understandcustomeractivitiesprovidinginformationsbased on itsprofile and potentialneeds.Customerpropositionscouldbe: Advertising
- 31. Web pagepushing
- 32. Self service system integration (IVR o virtualassistant)
- 33. Chat contact
- 34. Audio and video contactProactive WebHow To213Navigation Info
- 35. Proactive WebExampleHi, I’m Paola.Can I help you?I’ve seenyou’re interestedaboutcarinsurances..ActionCollectionBusiness RulesNavigation infoProactiveEngineCheck
- 36. WCS ModelProactive WebWeb PresenceInternetWCSMobileKiosk IntegrationUC
- 37. Howit WorksPortalservicesFlash Media Server:Communicationconvergence
- 40. Internet-to-Intranet Media Gateway AudioVideoIMDocsInternetWCS FMSCustomerInfrastructureACDInternal IMUC ToolsContact Center
- 41. WCS ComponentsFlash Media Server NodeGateway ControllerXMPP GatewayDocumentSharing GatewayAdmin and config controllerAdmin InterfaceSIP GatewaySessionHandlerCoreAdminReportingDatabase ClusterFlash Media Server Node Web Admin interface
- 42. Service/Licenseactivation and control
- 43. In or out box databaseWCS INTERNAL ARCHITECTUREJS / FLEX SDKBackendGUIWCSSERVER WS SDKFMSSWeb InterfaceCTISessionHandlerCore/AdminMobile InterfaceSIP ServerMonitoring and ReportingXMPP ServerKiosk InterfacePresence Server
- 46. IM: XMPP or SIP SimpleInterfaceAdobe Flash 9.x or higher
- 47. IM also on standard HTMLSDK Client side: C# or Java
- 48. Web:
- 49. IM: HTML Or Flash
- 50. Voice and Video: FlashUsageExamplesWeb Access to Contact CenterNextstep: CollaborationKioskinto the energyStoresNextstep: Self Service Services based on Voice PortalIntegration with company mobile apps to grantprofiledaccess to Contact Center
- 51. Usage ofEudata WCSPSTNCustomer CareWebSecure LoginCustomerProfileBlended AgentDo notexpose on the Web UC InfrastructureMovingcontacts from PSTN to Web permitcostsaving
- 52. CVPInfrastructureWebIMA/VDocumentpushingSimple Co BrowsingDesktop sharingProactive web
- 53. Web InteractionVideoSwitch On Off Customer WebcamChat PanelWeb Portal Contents
- 54. Agent InteractionCRMUnique Agent DesktopMultichannel Management
- 55. ReferenceGeneralinformationwww.eudata.bizinfo@eudata.bizCommercial Informationsandro.parisi@eudata.bizTechnical Informationmirko.puliafito@eudata.bizVia Melchiorre Gioia 55/C20124 Milanotel : +39 (0)2 45495098fax : +39 (0)2 45495099http://www.youtube.com/user/Eudatasrl