Eudata WCS - Leap to the next generation customer interaction
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Transcript of Eudata WCS - Leap to the next generation customer interaction
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EUDATA WCSLeap to Next Generation
Customer Care
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Are you addressing all
the expectations of
your online customers?
Your ChallengeIncrease Web site convertion rateIncrease Customer RetentionUnderstand your customer behavior
Improve the productivity of your agentsIncrease the results of your marketing campaignProvide to customers remote access to your branches
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We Develop
products that enhance WEB customer care performance
We are Experts in
integrating these products into complex
customer platforms
We Specialize in multichannel
customer interaction
What We Do
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CUSTOMER ENGAGEMENT• Static Button on Web Sites, Email,
Banner• Proactive Engagement based on
customer activity• Expert Advisor• Lead Profile• Georeference
REAL TIME COMMUNICATION • Email• Web Call Back• Chat• Audio Video• Collaboration• Support for Web, Mobile,
Kiosk
CONTACT CENTER• Agent Desktop• Quantitative + Qualitative
Analytics• External CTI and Voice
Portal connectors• Visual IVR
WCS
As a Servic
e or
On Premise
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We provide the best Video Chat in the market
WCS supports both Contact Center and Expert based EngagementMobile Devices are
fully supported (based on SDK)
Create a unique user experience with
SDKs. Everything can be custom.
Eudata WCS Competive Advantages
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WCS Numbers
140.000/month session 5000/day Session3000/day concurrent agents10 Enterprise Companies
More than:
References:Business Case: http://www.eudata.biz/case-studies/
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Customer Care
Branches, agency, Shop
Remote ExpertCUSTOMERS
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Video Chat for Customer ServiceBusiness 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- Hype Cycle for Contact Center 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.
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Video Chat for Customer Service
“We consider our inclusion in the Cool Vendor report by Gartner a great confirmation of our mission to enable our customers in providing the greatest digital experience while engaging their clients using web or mobile devices,” said Sandro Parisi, CEO of “Eudata srl”.
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Agent Experience
Customer Position
Customer Info
Collaboration
Agent Status
Session Control
Hipo Sighted
Full Web based Customer info Geolocalization Multichat Internal Trouble
Ticketing (Result) Collaboration
Features Transfer to agent Email resume Audio and Video
Available also as Client or SDK (Java, .NET) for external integrations
Chat Window
Video Panel
(Option)
Session Email
Trouble Ticketing
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WCS Channels
CHAT/Email AUDIO/VIDEO
Clientless
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Create Real Time communications between Experts or Branch staff and customers
Local or Virtual BranchCustomer
Expert Advisor
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Mobile SDKs
Integration of the Chat, Audio/Video and collaboration features into Mobile APPs
Contact us
Welcome in your:APP
Login:Pwd:
Wait for an agent… Welcome! Send
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The as a service WCS
The Full capacity of WCS, directly from the cloud
www.unyco.net
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Video-Chat with a UniCredit Consultant on the official web portal and on Online Banking via Internet
VIDEO-CHAT WITH THE CONSULTANT
UNICREDIT DIRECT
POSITION IS A KEY
Inserted into the Home Page BVI In a month more than 4 times of contacts increase
EFFICENCY
Tool: multichat Training: reduce chat duration is a key for your agents
Process
Commercial Video-Chat works with end2end sales processes; developing of:
Document sharing Desktop sharing
To better support remote sales
CUSTOMEREXPERIENCE
Easy to use for end customer Clientless
About 4.000 Video-Chat/Month
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Full Featured Platform
Mobile, Web, Proactive, Expert 12000 monthly Contact Center Session 5000 Family Banker and 1 million of
customers
Next step
Mobile extension Increase customer usage Deeper integration into customer
processes
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More Infowww.eudata.biz/products/wcs/
eudataVia Melchiorre Gioia 55/C
20124 Milano
tel.: +39 02 45495098fax : +39 02 45495099