Omnichannel Engagement Hub
0 likes147 views
The document discusses an omnichannel engagement hub that allows contact centers to manage interactions across multiple channels. It provides three demos: 1) adding a chat widget to a website for agent interactions, 2) enabling routing based on customer data and sentiment analysis, and 3) integrating a virtual agent that can hand over to human agents. The hub uses a channel integration framework to connect different systems. Pricing depends on the solution chosen - the omnichannel hub offers more features than the customer service hub but less than the unified service desk.
Omnichannel Engagement Hub
- 1. Omnichannel Engagement Hub Ritchey Hazeu & Vassil Stoitsev January 16th, 2020 Amsterdam
- 2. 2© Capgemini 2020. All rights reserved |Omnichannel Engagement Hub | 16-01-2020 Contents âȘ What and Why âȘ Some Theory âȘ Demo 1: No Code âȘ Demo 2: Low Code âȘ Demo 3: No Code âȘ How do I get it and how much does it cost?
- 3. 3© Capgemini 2020. All rights reserved |Omnichannel Engagement Hub | 16-01-2020 âȘ Omnichannel Engagement Hub âȘ Channel Integration Framework âȘ Virtual Agents âȘ Unified Routing What? Why? What and Why Contact Centers are expected to: âȘ Manage the explosion of interactions on a growing range of channels âȘ Embody the Brand experience considering the Contact Center as the main interface between the customer & the company âȘ Drive customer engagement and contribute to business results at the same time
- 4. 4© Capgemini 2020. All rights reserved |Omnichannel Engagement Hub | 16-01-2020 Channel Integration Framework âȘ Provides a set of APIs âȘ For partners and developers âȘ Based on JavaScript âȘ Lots of preview features âȘ It is technical!
- 5. 5© Capgemini 2020. All rights reserved |Omnichannel Engagement Hub | 16-01-2020 What is currently available? Omni-channel Engagement Hub Unified Service Desk Customer Service Hub Channel Integration Framework Unified Interface App Build on top of CIF Configurable framework Agent
- 6. 6© Capgemini 2020. All rights reserved |Omnichannel Engagement Hub | 16-01-2020 âȘ Multi-session âȘ Knowledge base integration âȘ Simpler automations possible âȘ Short keys to support Agents Omnichannel Engagement HUB Unified Service Desk OCEH vs USD vs CSH âȘ Multi-session âȘ Knowledge base automation âȘ High level automations possible âȘ Agent scripts âȘ External integrations (Websites/applications) âȘ Extra Channel Integration Framework channels âȘ Single Session âȘ Web application âȘ Channel Integration using CIF with web hosted channel widgets âȘ Focused on Back office agents, Knowledge managers âȘ Business Process flows for case management âȘ Inline navigation Customer Service HUB
- 7. 7© Capgemini 2020. All rights reserved |Omnichannel Engagement Hub | 16-01-2020 Demo Time! Demo 1 âȘ Chat widget on Portal/Website âȘ Interaction with Agent âȘ Admin functionality 01
- 8. 8© Capgemini 2020. All rights reserved |Omnichannel Engagement Hub | 16-01-2020 Demo Time! Demo 2 âȘ Enable CDS entities for routing âȘ Include sentiment analysis âȘ Skill-based routing 02
- 9. 9© Capgemini 2020. All rights reserved |Omnichannel Engagement Hub | 16-01-2020 Enable Entities for channels
- 10. 10© Capgemini 2020. All rights reserved |Omnichannel Engagement Hub | 16-01-2020 Unified Routing
- 11. 11© Capgemini 2020. All rights reserved |Omnichannel Engagement Hub | 16-01-2020 Skill-based routing âȘ Exact skill matching âȘ Closest skill matching
- 12. 12© Capgemini 2020. All rights reserved |Omnichannel Engagement Hub | 16-01-2020 Rule determinants
- 13. 13© Capgemini 2020. All rights reserved |Omnichannel Engagement Hub | 16-01-2020 Demo Time! âȘ Virtual Agent integration âȘ Omnichannel agent view âȘ Hand-over to Human Agent 03
- 14. 14© Capgemini 2020. All rights reserved |Omnichannel Engagement Hub | 16-01-2020 You want it: Get it! âȘ Get a trial (https://docs.microsoft.com/en-us/dynamics365/omnichannel/try-channels) âą Via trials.dynamics.com (including a new instance or if you have IUR) âą Via Microsoft 365 admin center âȘ Install solution and activate Omnichannel application via the Instance Picker âȘ Provision for the an instance and provide consents for the services (chat, Facebook, SMS)
- 15. 15© Capgemini 2020. All rights reserved |Omnichannel Engagement Hub | 16-01-2020 What's next? âȘ Add Channel Integration Framework to Omnichannel Engagement Hub âȘ Escalate chat to Voice/Video âȘ Co-browse (3rd party) âȘ More features for the Virtual Agent Bots
- 16. Thank You!
- 17. A global leader in consulting, technology services and digital transformation, Capgemini is at the forefront of innovation to address the entire breadth of clientsâ opportunities in the evolving world of cloud, digital and platforms. Building on its strong 50-year heritage and deep industry-specific expertise, Capgemini enables organizations to realize their business ambitions through an array of services from strategy to operations. Capgemini is driven by the conviction that the business value of technology comes from and through people. It is a multicultural company of over 200,000 team members in more than 40 countries. The Group reported 2018 global revenues of EUR 13.2 billion. About Capgemini Learn more about us at www.capgemini.com This presentation contains information that may be privileged or confidential and is the property of the Capgemini Group. Copyright © 2020 Capgemini. All rights reserved.
- 18. 18© Capgemini 2020. All rights reserved |Omnichannel Engagement Hub | 16-01-2020 Backup: OCEH vs CafeX pricing