wcs how to use
Post on 19-Oct-2014
396 views
DESCRIPTION
Take a look to some hints and usages about how to engage a contact center agent from web, mobile or kiosk using Eudata WCS platformTRANSCRIPT
Eudata Confidential© 2012 Eudata. All rights reserved. Eudata Confidential© 2012 Eudata. All rights reserved.
WCS Usage
Eudata Confidential© 2012 Eudata. All rights reserved. Eudata Confidential© 2012 Eudata. All rights reserved.
Why this Document
WCS main purpose is to let you interact with customers
quickly and better.
To do this in the best way you can, take a look to this quick
list of hints!
Eudata Confidential© 2012 Eudata. All rights reserved. Eudata Confidential© 2012 Eudata. All rights reserved.
What’s WCS
WCS is a platform that permits to companies to starts Chats, Audio Calls or Video Calls from Web,
Mobile and Kiosks to the Contact Center
WEB
Web Customer Contact Center
Eudata Confidential© 2012 Eudata. All rights reserved.
WCS Usage From WebClick To Call / Video CallSimply clicking a button the Audio/Video call starts and the contact center agent is engaged
Click To Chat + Click To Call2 separated buttons (One for chat and one for call)used in different areas or with different customers. The call should be a voice only call or a video call
Click To SessionThe session starts with Chat and during the session agent and customer can choose if they want to talk/video talk simply clicking on an escalation button
Presence BasedNo contact center involved, it is used to let advisor/expert to engage/be engaged by the customers using the web portal where both expose their presence status
Eudata Confidential© 2012 Eudata. All rights reserved.
WCS Different Usages
Eudata Confidential© 2012 Eudata. All rights reserved.
Channels
EmailWeb Call BackChat, IM using external IM worldsCollaboration ToolsAudio or Audio Video Calls from Web, mobile and KioskEscalation through all This Channels
Eudata Confidential© 2012 Eudata. All rights reserved. Eudata Confidential© 2012 Eudata. All rights reserved.
Usages
Eudata Confidential© 2012 Eudata. All rights reserved.
Point of Attention: EngagementEngagement Process: HAS TO BE SIMPLE!
Start the session in only one
step!
Take care where you insert the
button, it has to be visible
Don’t ask for customer
data before the call with
forms, you can do this during
the conversation
Eudata Confidential© 2012 Eudata. All rights reserved.
Point of Attention: CHAT
Use the chat as an alternative channel
The chat channel is very important in case of problems during the communication.
Chat panel active during the Video
or Audio Call
Eudata Confidential© 2012 Eudata. All rights reserved.
Point of Attention: Video Quality
Video quality is one of the most important things that has to be considered in a WCS project.
There are some important facts that influences it:
Level of perceived quality (screen size, audio/video sync, …)Bandwith on customer sideNetwork reliability
Video screen size is related to the service you want to provide. If you want to support the customer on your web site, it’s important you create an interface that is not too big, in this way the portal is not covered by the WCS interface.
WCS for Marketing Services
Catch your customer as they show interest, and let them communicate with you in one click, with a free chat or audio/video call.
Click to call campaigns: WCS powered Banners
WCS for Marketing Services
Catch your customer as they show interest, and let them communicate with you in one click, with a free audio/video call.
Click to call campaigns: WCS powered Mailings
Eudata Confidential© 2012 Eudata. All rights reserved.
ROI Calculation
http://www.eudata.biz/modules/AMS/article.php?storyid=31
As the WCS call is setted
up on internet, it is free for the caller
and for the receiver.
Using our ROI calculator you can estimate how much money you save moving contacts from
traditional phone calls to
web calls
Interface
Used in the private pages of the web site, mainly for supporting the customers
InterfaceDirectly used in the home page to sell new contracts
Interface
Used for Kiosks.
Very simple bottons, with recursive video when the call isn’t active.
Customer DetailUsing WCS you can define a set of information to be passed to the agent. These information are picked up from the web page and are very useful to define customer’s needs:
Customer name/profileWeb page originating the callUsing our proactive engine: history of the user navigation, behavior of the customer on the web site, time spent on each page…
You can use this informations to open a specific CRM Campaign
Eudata Confidential© 2012 Eudata. All rights reserved. Eudata Confidential© 2012 Eudata. All rights reserved.
Leverage Contact Center infrastructure
Improve the Customer Experience, with more channels, more devices and collaboration opportunities
Reduce time to serve for the customers, Less agents can serve more customers
Reduce phone costs on toll-free number (PSTN calls reduction)
Video enhance the level of the interaction between customer and agent
Benefits
Eudata Confidential© 2012 Eudata. All rights reserved. Eudata Confidential© 2012 Eudata. All rights reserved.
REFERENCE
www.eudata.biz
http://www.newmediasocial.com/profiles/blogs/online-chat-and-clicktocall
NewsletterSend an Email to subscribe: [email protected]