webchat presentation
TRANSCRIPT
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Web chat interface
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Items to be covered
Customer Interface Agent Interface
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Customer Interface
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Customer Interface Overview Customer Interface is composed of
A set of Web Services hosted on CCMM 6.0 server allowing for website integration or 3rd party application integration
Features include:▪ Login/Logout▪ Register New Customer▪ Update Customer Credentials▪ Submit Text Chat Request▪ View Current Profile
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Solution Components
The solution comprises Contact center multimedia server which serves up the
web services that deliver the features. Contact center manager server which queues and rotes
contacts Contact center manager administrator which reports on
the agent activity and contact history and statistics Communication control toolkit which provides CTI from
the CCMS server to the Agent Desktop. Contact Center Agent Desktop which provides the agent
presentation layer. A web server which will host the customer’s
website
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Customer Interface Demo
This is the main page for Customer Interface
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Customer Interface Demo
On main page the following links are available. Home Page Register New Customer Login Forgot Password
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Customer Interface Demo
Register New Customer
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Customer Interface Demo
Login
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Customer Interface Demo
Forgot Password
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Customer Interface Demo
On Successful Login the following links will be available. View Profile Update Login Credentials Request Text Chat Log off
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Customer Interface Demo
View Profile
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Customer Interface Demo
Update Login Credentials
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Customer Interface Demo
Request Text Chat
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Customer Interface Demo
Request Text Chat By clicking on Start Chat button.▪ If the skillset is in service the chat request will
be placed in queue, any agent can pick that is logged in on that specific Queue.▪ If skillset is not in services the chat request
will be submitted as a closed contact.
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Agent Interface
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Agent Interface Demo
Contact Center Agent Desktop
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Agent Interface Demo
Agent accepts web chat request
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Agent Interface Demo
Agent accepts web chat request
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Thank You