EUDATA WCS. Leap to Next Generation Customer Care

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1 EUDATA WCS Leap to Next Generation Customer Care

2 What We Do We Develop products that enhance WEB customer care performance We are Experts in integrating these products into complex customer platforms We Specialize in multichannel customer interaction

3 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.

4 What WCS is CUSTOMER ENGAGEMENT Static Button on Web Sites, , Banner Proactive Engagement based on customer activity Expert Advisor Lead Profile REAL TIME COMMUNICA TION Chat Audio Video Collaboration Support for Web, Mobile, Kiosk COMPANY Agent Desktop Analytics External CTI and Voice Portal connectors Visual IVR

5 Eudata WCS Competive Advantages We provide the best Video Chat in the market WCS supports both Contact Center and Expert based Engagement Mobile Devices are fully supported (based on SDK) Create a unique user experience with SDKs. Everything can be custom.

6 WCS Numbers More than: /month session 5000/day Session 3000/day concurrent agents 10 Enterprise Companies References: Business Case:

7 Customer Care Branches, agency, Shop Remote Expert

8 Video Chat for Customer Service Business Impact: The impact on businesses is potentially high, because video is a media that will please consumers, as well as serve as a useful tool for field technicians Benefit Rating: High Eudata WCS identified as a sample vendor by Gartner in the Hype Cycle for: - CRM Customer Service and Support, Hype Cycle for Contact Center 2013 Published: 23 July 2013 Analyst: Michael Maoz Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

9 WCS Channels CHAT AUDIO/VIDEO

10 Agent Experience Agent Status Session Control Reduce Area Hipo Sighted Customer Position Collaboration Chat Window Video Panel (Option) Customer Info CRM

11 Eudata WCS Proactive Engine. 1 DEFIN E BUSIN ESS RULE S Browsi ng history Time spent on a Web page Type of navigat ed conten t Custo m Rules Click to chat Web Call Back Click To Call (Audio/ Video) 3 Other Action s (i.e. Extern al link) Pass inform ations to the agent DEFINE THE ACTION TO TRIGGER Proactive Engine DEFIN E WHER E IN THE PORT AL 2 Navigation info

12 Proactive Engagement REAL TIME tracking and reporting CUSTOMER PROFILING (cluster) VALUE ADDED INFORMATIONS can be added to the session and passed to the agent or used for reporting Several ACTIONS can BE STARTED: WCS, external link, form, pop up

13 Expert Advisor Create Real Time communications between Experts or Branch staff and customers Customer Local or Virtual Branch

14 Expert Advisor REAL TIME presence Web Based INTERFACE EXTERNAL INTEGRATIONS: Microsoft Lync, Cisco Jabber MULTICHAT

15 Mobile SDKs Welcome in your: APP Login: Pwd: Contact us Wait for an agent Welcome! Sen d Integration of the Chat, Audio/Video and collaboration features, in the customer s APP

16 Mobile WCS 3 different use cases: CLICK TO CONTACT Button on the Web Site STAND ALONE APP INTEGRATED APP These THREE USER EXPERIENCES can be combined to manage all types of engagement and client management

17 Mobile SDKs IOS support ANDROID support -- Click To Session, Light Collaboration Voice Portal Integration for Video IVR

18 The as a service WCS CLICK TO SESSION AGENT DESKTOP WIZARD FOR QUICK CONFIGURATION REPORTING ADMINISTRATIVE INTERFACE EXTERNAL CONNECTORS

19 manager EUDATA solutions will enhance manager providing a enterprise grade system introducing the asynchronous channel with advanced features like template, filters, blacklist and actions in a multiaccount multitenant environment. Features Filters based on simple content analysis Multiple mailbox accounts Push Automatic reply Loop identification Templates SMS, Fax, Web Forms and callback support Unified routing and reporting Ticketing handling with the «take charge»

20 Agent Experience Agent Status Multiple Session Actions Details Customer Info

21 Mail History Filters History Details Agent Messages

22 WCS Stand Alone Web Contact Center

23 WCS Into an existing Contact Center WCS Engine Graphical User Interface (GUI) on: - Web (Browser) - Mobile - Kiosk Session Handler CTI Connector Proactive Module Beck End CTI Layer Flash Media Streamer Server SIP Gateway XMPP Service SIP Server JavaScript & Flex SDK WC S ADMIN Monitoring & Reporting SIP & XMPP Server SDK Presence Server

24 Positioning the solution Target Profiled or Not Profiled Customers Usage Support, Sell or Upsell or Expert support Channels How do you want to interact with your Customers? Technologies Web, Native APPs or Mobile Browsers

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26 Communication More Info eudata Via Melchiorre Gioia 55/C Milano tel.: fax :