webrtc in the call centre
Post on 19-Oct-2014
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DESCRIPTION
Presentation made at the WebRTC Conference 2013 (Paris, France). The topic is call center applications and showing how the WebRTC channel is linked to existing customer service centre and showing how the web surfing habits and social media connections of new and existing customers are gathered in real time and displayed to the customer service agent in real time, which in turn is used to help the agent give the customer a better offering. Miguel Ponce de Leon, Waterford Institute Showing how the WebRTC channel is linked to their existing customer service centre and showing how the web surfing habits and social media connection (Facebook, Twitter and LinkedIn) of new and existing customers are gathered in real time and displayed to the customer service agent in real time, which in turn is used to help the agent give the customer a better mobile contract offering.TRANSCRIPT
WebRTC in the Call Centre
December 2013
Miguel Ponce de LeonChief Architect (TSSG)
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WebRTC Online Engagement
Online Engagement
Voice Video Conferencing
Telco
Call Centre
SocialNetworking
UnifiedComms
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Customer Communication Online Engagement Technology
Customer Experience management People Centred Computing
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Customer Communication Give the Customer the choice
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Customer Communication The communication is in-context, within
the existing workflow / process
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Giving more context to the call Customer was surfing before hand, must
gather that context. Google Analytics Piwik Stats
Keyword(s) on entering the page.
Referrer Site.
Page and site browsing history
Time on page
Location
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Social Media Channel Login with Facebook, Twitter, G+ But this is a server side login
Cross-site scripting issues Access tokens only provides temporary
access to SN APIs Ask Only For Permissions You Need
More than six permissions experience a significant drop off in the number of completed logins.
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Social Media integration By the way only really want to know this
customers influence.
Customer is not logged in to their SN account.– Has to Authorise the web app.
What happens when they decide to not authorise the web app.
Already logged in, but the web app is not authorised.
Already logged in, web app is authorised.
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What to show in Real-Time to the Agent ? A new web portal for the Call Centre
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What to show in Real-Time to the Agent ? Agent Desktop on steroids, maybe too
many steroids !User ID
Originating Page
Visitor Type
Location (based on IP)
Browser History
Social Profile
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What to show in Real-Time to the Agent ?
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Contact Miguel Ponce de Leon
Chief Technologist Email: [email protected]
LinkedIn: http://ie.linkedin.com/in/miguelpdl
Twitter: miguelpdl