Automatización en el Contact Center Juan Antonio Estival

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360º Grados

Agenda

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Observar

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NAV360 SMG – Busca Objetivos

Filtros

Patrones

- Lenguaje Natural - Análisis de patrones - Servidor de Decisiones Analíticas - 100% Abierto. 100% Integrable

Lista de Objetivos

Decisiones Anaíticas

Contenidos

Fuentes (Twitter, Facebook, YouTube, Blogs, etc.)

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Ahora Sí. Captación

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Live Agent

(opt-out from agent-less interaction)

Voice

SMS

E Mail

SIP

Proactive Outreach

Manager

Agente Predictivo

Contacto Proactivo.

Social

Media

Agente Virtual

Tu Eliges

Hosted On

Premises Cloud

Contacta por cualquier canal Escalado entre canales Optimiza tiempos de agente con

marcación Predictiva

Estrategias Universales

Orígen de Datos

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Agent Cliente

Knowledge

Base Motor de Conversacion

Escalar a

un agente

CRM ERP

Recursos

Avaya Automated Chat Soluciones Integrales

Lenguaje Natural

Consulta

Cliente

Respuesta

Automática

Respuesta

Agente Respuesta

Agente

IVR No. Experience Portal Sí.

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Customer Experience

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La Tienda Del Contexto Información en tiempo real compartida en Memoria

Simple, Rápido, Abierto. Eficaz

Click Consulta Permanencia

Evento: Consulta Permanencia, Fecha

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Enterprise Work Assigment

Business context properties and attributes

can also be used for rule selection

Atributos para

emparejar

Best Match

Propiedades •Tiempo Real o

Históricas

Atributos •Contexto

•Cualquier Fuente

Propiedades

Requeridas/Preferidas

Rule

selection*

La Tienda Del Contexto

Políticas •Avaya o Externas

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Dibuja tu contact center

La unificación Real

Collaboration Environment

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Funcionalidades 100% procesado y transcripción de conversaciones

Mapa visual de cada llamada con diferenciación de interlocutores

Flujo universal con envío de alertas por email.

Diferenciador Análisis de tendencias: Indices contextuales

Categorización basadas en inclusión o ausencia de palabras clave

Acceso inmediato a segmentos de llamada

Voice

Analytics

Búsqueda Proactiva

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Métrica vs Análisis

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Buy Own Select

Purchase

Research Receive

Onboard

Use

Maintain

Promote

Renew

Interesting!

Find Out More!

Place an

Order

Receipt and

Setup

Chasing

Order

Learning to

Use Product

Making a

Payment

Troubleshoot

Upgrade

Disconnect

Leaving

Retain &

Winback

Promotion

Offer

Feel & Compare

Products

Mobile/Web

Research

La experiencia 360º

Advanced Wait Treatment

Callback Assist

Enterprise Call Routing

Automated Chat Email, Speech

CC Mobile

Video Social Media Security & Biometrics

Breakdown

Damage

Proactive Outreach

Automated Web Chat

Proactive Outreach

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