Videocontactcenter Presentation Fbk Eng 2 4
Transcript of Videocontactcenter Presentation Fbk Eng 2 4
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Feedback Italia S.p.A.
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Software house
which plans and develops
Softwares for nteractive
Video communication
over
P protocol
Feedback Italia S.p.A.
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Video Contact Center
Is the web release of easymeeting that allows - through the web browser - thecommunication in audio and video between two users
The goal is to obtain a video contact center for remote users
A new way to commun icate with your customers that is s imple, fast and independentf rom th e physical locationin which your partners are.
Use case list:
Pre-sales contact
After sales supportCustomer care
Customer loyalty program
Specialist support
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Video Contact Centerdesktop conception
In its desktop conception, the service refers to the top customers of
insurance and bank branches
By using a simple PC equippedwith webcamand microphone, users
can enjoy the service directly from their desk.
They connect in a dedicated session One-to-One with a company
expert, available for specialist advice, for further detailsor real time
provisions.
..And all from your own PC with the securitythat comes from the useof the most modern encryption algorithms.
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Video Contact Centertotem modality
The application offers the possibility to setinfo points in different places as like as hall,
agencies, stores, to use the video contact
center interactively through standard
hardware desks or external totem.
In this case the consultation service will be
related to the general public to show new
products and get further information
without going in one of the companysoffice.
.
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Video Contact Centerhow it works
Videocontactcenter sessions areeasymeeting calls in One-to-
One mode between an user and
a dedicated operator.
The session is managed by a
server and an Access Call
Distribution mechanism.
A service center receives the call
from the remote users PC andgives it to the queue to be
processed by operators.
Totem 2Totem 1
Totem 3
PC 1
PC 2
PC 3
Service Center
Operator 1
Operator 2
Operator 4
Operator 3
Call waiting 1
Call waiting 2
Call waiting i
Call waiting n
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Video Contact Centerhow it works
The operator sends customized document,see the database and extract data, perform
the data-flow analysis and have a complete
control of digital data as well as assists the
user during the web browsing
.
The user gets a full assistance and a clear and direct
relation with the company or the institution. This is a way to
implement loyalty strategies for users and to help their
needs to be informed as well as to assist totally both the
top client and the most fussy one.
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Video Contact Centerexample
The user calls a videocontact center of a products
companys directly from
his own desk.
The automatic mechanism
that manages the queue
forwards the call to the first
available operator who is incharge to provide assistance
to the user, according to his
needs.
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Video Contact Centerexample
At any time the operator can sendgraphics, presentations or extrapolate
dataon which to base his own analysis
for a consulting that is completely
dedicated , confidential and oriented
to the customers loyalty.
.
After the interaction, the operator inserts
thenotes related to the conversation
just carried out. These information flow in
the central database from which you
can get all kind of statistics and data
about the use of the instrument.
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The Feedback Italia service on theTelecom Italia portal (PMI)
The Telecom
Italiaportal PMINet Evolutionshows
all the services
provided by
Feedback Italia
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Send an emailto [email protected] with:
Your personal data
The service youd like to try
The potential customer to whom you want to show theservice
The Feedback Italia staff will respond immediately to
arrange a virtual appointment to describe all the features
of the product.
How to request a demo of the otherservices of Feedback Italia
mailto:[email protected]:[email protected] -
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References - Health Sector
http://images.google.it/imgres?imgurl=http://www.capuaonline.info/capuanews/anno2005/foto/Airc.gif&imgrefurl=http://www.capuaonline.info/capuanews/anno2005/281105.html&h=1218&w=835&sz=36&hl=it&start=1&um=1&usg=__wKombgL_X7FMaa5k5BCZydAtZb0=&tbnid=UNk5t6zwxP8AYM:&tbnh=150&tbnw=103&prev=/images?q=Airc&um=1&hl=it&sa=Nhttp://images.google.it/imgres?imgurl=http://www.lwrc.org.uk/images/Coloplast%20Logo.JPG&imgrefurl=http://www.lwrc.org.uk/calendar07.html&h=267&w=1182&sz=118&hl=it&start=11&tbnid=IikfRiyJG-YLAM:&tbnh=34&tbnw=150&prev=/images?q=coloplast&gbv=2&hl=it&sa=G -
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References - Services Sector
http://images.google.it/imgres?imgurl=http://www.camera-werks.com/LargeLEICA_Logo.jpg&imgrefurl=http://members.ebay.com/ebaymotors/ws/eBayISAPI.dll?ViewUserPage&userid=camerawerks-usa&h=128&w=283&sz=17&hl=it&start=14&um=1&usg=__iOgh7OzLwNnCX0pDXAaNX-FQHEA=&tbnid=1tX1VxwrqDeWnM:&tbnh=52&tbnw=114&prev=/images?q=leica+logo&um=1&hl=it&sa=Nhttp://images.google.it/url?q=http://www.racomputer.it/Immagini/logoABACO.jpg&usg=AFQjCNGy6C8cQdyoNxIH2KG5Pzjt6BqOaQ -
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References Finance Sector
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References Education Sector
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Reference Industry Sector
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References Industry Sector
http://images.google.it/imgres?imgurl=http://www.me.gatech.edu/pts/convention/ptsframe_files/images/shell.jpg&imgrefurl=http://www.me.gatech.edu/pts/convention/&h=450&w=600&sz=35&tbnid=Cpl4pVenoC-EtM:&tbnh=101&tbnw=135&prev=/images?q=shell+logo&um=1&start=2&sa=X&oi=images&ct=image&cd=2 -
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References - Others
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References - Others
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Feedback Italia S.p.A.
Via J. F. Kennedy, 10
10024 Moncalieri (TO)Tel: + 39 011 1950 1111 - Fax: + 39 011 1950 1199Email: [email protected]
Off ice in Milan: Corso Venezia, 18 - c/o Palazzo Serbelloni, 3floor
Role Riference Email
Commercial Enrico Pretta [email protected]
Marketing Lorella Balansino [email protected]
Communication Claudia Ambrosini [email protected]
Account Elena Cafarelli
Veronica Quinzi
Elisa Boscolo Pelo
Demo Annamaria Salerno [email protected]
Logistics Massimiliano Chiad Piat [email protected]
Administration Rita Lard [email protected]
mailto:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]