eudata 2015 - omnichannel seamless customer experience
TRANSCRIPT
Company ProfileEudata was founded in 2006 as a system integration company focused on customer care
From 2011 is on the market our multichannel solution
Eudata is the leading company of a group where are working more than 80 people, with a turnaround of about 5 million euros
What if you have poor Customer Service?
Lost of Sales OpportunitiesChurn
Brand impactsInefficiency of your team
Eudata Solution is a Customer Centric
Platform designed to manage innovative
channels and communication flows
Our Target
Redefine the Customer Service market space, becoming the most innovative application used by Enterprises to deal with end customers
Thanks to its flexible structure, Eudata WCS can be a point solution if you need only specific features (like chat, video chat, email, …) or your multichannel / omnichannel / cross channel solution
Online Self
Comparison
Customer Engagement
and Support
HappyCustomer
Go to the Branch to sign a Contract or
buy a product
Will Be AutomaticallyRecognized and
a consultantWith all his detail will welcome him
Customer CentreSend to the Branch
The details
Seamless Multichannel Customer Experience
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”.
BIG Market Applauses
140.000/month session
5000/day Session
3000/day concurrent agents
10 Enterprise Companies
More than:
References:Business Case: http://www.eudata.biz/case-studies/
Agent Experience
Customer Position
Customer Info
Chat Window
Collaboration
Agent Status
Video Panel
(Option)
Reduce Area
CRM
Session Control
Hipo Sighted
WCSOur Real Time Channels
CHAT AUDIO/VIDEOEudata solution detect automatically your device
and set the best protocol to use between WebRTC, Flash or native
Clientless
Our Customer Success Case
http://www.eudata.biz/unicredit-video-contact-center/
Unicredit BankUnicredit Group is one of the European leading financial institute with branches in Italy, Germany, Austria, Croatia and in many other countries.
Next StepMobile Access Under Evaluation
Expert Advisor, integrated with MS Lync Running
Proactive Engagement Under Evaluation
Video Recording Under Evaluation
Active Customers: 8MAgents: 800
60000 customers served per year
Our Customer Success Case
http://www.eudata.biz/mediolanum-video-contact-center-expert-advisor-mobile-proactive/
Mediolanum BankMediolanum is the leading online bank in Italy
Next Step
Mobile Access Active
Expert Advisor, Active
Proactive Engagement Under Evaluation
HTML5 Support Under Evaluation
Active Customers: 1MAgents: 350Family Banker: 5000
https://www.youtube.com/watch?v=_sji-p6g4QA
Our Customer Success CaseIntesa San PaoloIntesa San Paolo is one of the leading italian financial institute. ISP uses WCS from 2011 to support customers through contact center agents. The solution is fully integrated into their contact center, agents will use the same phone to receive traditional calls and Web Calls. The platform is also integrated with ISP CRM in order to track and manage the customer.
Next Step
Platform update to add new features Running
Agents: 400
240.000 customers served per year
Award: Cerchio d’argento 2011 – Cat. Nuovi Servizi
Our Customer Success CaseZagrebacka BankaZaba Bank is the leading financial institute in Croatia. They are using WCS to address innovative and personalized customer experience to digital customers.
Next Step
Mobile Access Under Evaluation
Platform Upgrade Running
Proactive Engagement Under Evaluation
Video Recording Under Evaluation
Agents: 50
60000 customers served per year
https://www.youtube.com/watch?v=7pwHrDLk-mE#t=17
Local Branch
Personal BankerCreate real time communications between customers,
Experts or branch employeesCustomer
2
Design your Customer Journey
Reuse your InfrastructureCRM, Contact Center, Presence
Ready for the futureTechnologiesWebRTC, Social, Next Business Action
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