joyn use case
DESCRIPTION
Discover more about about how joyn can improve your customers' life. Pauline uses joyn to book a flight.TRANSCRIPT
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Customer Contact Solutions
presents
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Pauline is in a bus on the way to work. She needs to contact Air Fly.
“Oups !... I forgot to call Air Fly for my reservation !”
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She looks for Air Fly’s contact number in her directory app (e.g. 118 712).
I hope chat is possible…
Great ! A Joyn icon ! This company can be reached through voice and chat.
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chat
Pauline clicks the Joyn icon, then selects the media “Chat". She gets connected with an Interactive Chat Response (ICR).
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She asks the ICR if she can change her flight reservation…
?...
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She asks the ICR if she can change her flight reservation…
?...
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… but Pauline needs to speak with a live agent. She selects another media “voice”
voice
″I will negotiate the charge for booking modification with an agent…″
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voice
… but Pauline needs to speak with a live agent. She selects another media “voice”
″I will negotiate the charge for booking modification with an agent…″
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voice
Nice ! No waiting time on voice media…
… but Pauline needs to speak with a live agent. She selects another media “voice”
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Pauline starts conversation with an agent. The agent proposes new schedules.
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Hello Pauline, welcome to Air Fly. You want to shift your booking ?
Pauline starts conversation with an agent. The agent proposes new schedules.
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Hello, yes I would like to take a earlier flight
Pauline starts conversation with an agent. The agent proposes new schedules.
Hello Pauline, welcome to Air Fly. You want to shift your booking ?
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Hello, yes I would like to take a earlier flight
OK, no problem. I send you the schedules by chat
Pauline starts conversation with an agent. The agent proposes new schedules.
Hello Pauline, welcome to Air Fly. You want to shift your booking ?
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Hello, yes I would like to take a earlier flight
OK, no problem. I send you the schedules by chat
Pauline starts conversation with an agent. The agent proposes new schedules.
Hello Pauline, welcome to Air Fly. You want to shift your booking ?
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During the whole session, IM channel remains open, allowing to transfer files, share content, etc…
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15h15 is fine !
During the whole session, IM channel remains open, allowing to transfer files, share content, etc…
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Perfect. Do you want to download your e-ticket on your smartphone ?
15h15 is fine !
During the whole session, IM channel remains open, allowing to transfer files, share content, etc…
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Perfect. Do you want to download your e-ticket on your smartphone ?
15h15 is fine !
Yes please !
During the whole session, IM channel remains open, allowing to transfer files, share content, etc…
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Perfect. Do you want to download your e-ticket on your smartphone ?
15h15 is fine !
Yes please !
During the whole session, IM channel remains open, allowing to transfer files, share content, etc…
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Perfect. Do you want to download your e-ticket on your smartphone ?
15h15 is fine !
Yes please !
During the whole session, IM channel remains open, allowing to transfer files, share content, etc…
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Pauline downloads her e-ticket, her flight is ready. She is satisfied…
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with Joyn for customer contact solutions :
■ caller and callee are identified by phone numbers
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with Joyn for customer contact solutions :
■ caller and callee are identified by phone numbers
■ a multimedia communication (chat, voice…) is established between the
caller from his/her Smartphone and the called enterprise
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with Joyn for customer contact solutions :
■ caller and callee are identified by phone numbers
■ a multimedia communication (chat, voice…) is established between the
caller from his/her Smartphone and the called enterprise
■ companies continue to use either “special numbers” or “geographical”
numbers
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with Joyn for customer contact solutions :
■ caller and callee are identified by phone numbers
■ a multimedia communication (chat, voice…) is established between the
caller from his/her Smartphone and the called enterprise
■ companies continue to use either “special numbers” or “geographical”
numbers
■ “special numbers” are enriched with multimodal features (voice, chat…)
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with Joyn for customer contact solutions :
■ caller and callee are identified by phone numbers
■ a multimedia communication (chat, voice…) is established between the
caller from his/her Smartphone and the called enterprise
■ companies continue to use either “special numbers” or “geographical”
numbers
■ “special numbers” are enriched with multimodal features (voice, chat…)
■ Interactive Voice Responder (IVR) becomes Chat Responder “ICR”,
identifies the caller and provides him/her with simple information
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with Joyn for customer contact solutions :
■ caller and callee are identified by phone numbers
■ a multimedia communication (chat, voice…) is established between the
caller from his/her Smartphone and the called enterprise
■ companies continue to use either “special numbers” or “geographical”
numbers
■ “special numbers” are enriched with multimodal features (voice, chat…)
■ Interactive Voice Responder (IVR) becomes Chat Responder “ICR”,
identifies the caller and provides him/her with simple information
■ voice + chat interaction removes voice queuing for the caller
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with Joyn for customer contact solutions :
■ caller and callee are identified by phone numbers
■ a multimedia communication (chat, voice…) is established between the
caller from his/her Smartphone and the called enterprise
■ companies continue to use either “special numbers” or “geographical”
numbers
■ “special numbers” are enriched with multimodal features (voice, chat…)
■ Interactive Voice Responder (IVR) becomes Chat Responder “ICR”,
identifies the caller and provides him/her with simple information
■ voice + chat interaction removes voice queuing for the caller
■ voice + chat interaction increases the efficiency of the conversation
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feature 1 : « Joyn enriched » directory app
Which
« Joyn for CCS »
features illustrated by
Air Fly use case ?
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feature 2 : choice of a media on company contact number
( either « special » or « black » number)
Which
« Joyn for CCS »
features illustrated by
Air Fly use case ?
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feature 3 : special number tariff information notification
(when chat session must be « over charged »)
Which
« Joyn for CCS »
features illustrated by
Air Fly use case ?
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feature 4 : dialog with Interactive Chat Response (ICR)
for selfcare chat automation
Which
« Joyn for CCS »
features illustrated by
Air Fly use case ?
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feature 5 : addition or change of media
during ongoing communication
Which
« Joyn for CCS »
features illustrated by
Air Fly use case ?
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feature 6 : waiting time and agent availability notification
(via chat no voice queuing)
Which
« Joyn for CCS »
features illustrated by
Air Fly use case ?
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feature 7 : special number tariff change
during ongoing communication
Which
« Joyn for CCS »
features illustrated by
Air Fly use case ?
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feature 8 : file transfer & content sharing
during ongoing communication
Which
« Joyn for CCS »
features illustrated by
Air Fly use case ?
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