wcs eudata - web or mobile video customer engagement

Eudata Confidential© 2012 Eudata. All rights reserved. Eudata Confidential© 2013 Eudata. All rights reserved.

LEAP TO NEXT GENERATION CUSTOMER CARE


What we do

We develop products that enhance WEB customer care performance

We are experts in integrating these products into complex customer platforms

We specialize in multi-channel customer interaction – Chat, Audio, Video, Mobile,

Shared Desktop & Proactive Engagement

What We Do

Eudata Confidential© 2012 Eudata. All rights reserved.

Mission

“Provide the best in class Customer Interaction Service through our easy

to use platform that enhances Customer Care and Users interaction to a new standard using Web, Mobile,

Audio and Video“

WCS Overview


WCS

WCS (Web Customer Service) connects customer and contact

center or experts using your web portals and mobile APPs.

The engagement can be done either statically or proactively based on navigation or customer profiling.


WCS

WCS provide the higher possible customer experience via a clientless interface that

permits to set up communications based on chat,

audio calls or video calls

During this sessions customer can collaborate with the agent

using simple and powerful sharing solutions


WCS

The engagement of the communication should be a static or proactive click to

contact button or based on the presence of the

customer/expert


CustomerExperience

EMAIL, CHAT, AUDIO, VIDEO, SHARED DESKTOP, PROACTIVE ENGAGEMENT


InterfacesKiosk

Web

Mobile Devices


Unique Selling PointsClientless (no download) and Browser-independent for the customer.The SDK makes it fully customizableOne platform for all channels (Web, mobile, kiosk) - same licensesConcurrent session Management = increased productivityIntegrated Reporting of all session types (contacts)Support for Personal Advisor/Expert engagement

BenefitsLeverage Contact Center infrastructure (Available Connectors for Cisco, Avaya,

Genesys)Improve the Customer Experience, with more channels, more devices and

collaboration opportunitiesReduced engagement time with customers = better customer experience +

more efficient agent timeImprove selling and upsellingReduce phone costs on toll-free number (PSTN calls reduction)

Summary: Benefits and USP’s


Business 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

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.

Video Chat for Customer Service


Customer Engagement Models


Web Contact Center

Web Portal SmartPhone & Tablet TextKiosk

PSTN

Toll Free

Contact Center

WebWeb Web Web

ChatAudio VideoSharingProactive Engagement


WCS Proactive EngagementTrace and engage customers on the web, providing to the agent all the informations about customer navigation

Easy and real time configuration of engagement rules

Through the Web Reporting tool provide informations about the behavior of customers on the web portal

Browsing

history

Time spent on the Web Page

Contents

Custom Rules

Click to

chat

Web Call Back

Click To

Call (Audio/Vide

o)

Other Action

s

Data propagation

Proactive Engine

Define the business rules

Defiine where in the web portal

Define the action

NavigationInfo

12

3

11/04/2023


Local Branch

Expert Advisor

Create real time communications between Experts or branch staff and customers

Customer


[email protected]

eudataVia Melchiorre Gioia 55/C

20124 Milano

tel.: +39 02 45495098fax : +39 02 45495099

wcs eudata - web or mobile video customer engagement

Technology