Joyn as complement to voice CRM Rich mobile for the masses. Mobile Voice Conference

Transcription

1 Joyn as complement to voice CRM Rich mobile for the masses

2 RCS = Joyn? Rich communication services for the masses Operator based: universal, across networks, across platforms, based on phone numbers Industry effort: device OEMs, network vendors. Certification process in place. Launches as we speak: Spain Feb 2012, Coming to US very soon

3 Mobile CRM today Mass market: Still only voice and SMS 26% of credit card US customers click on a SMS message once per day Smartphone apps: for a small (growing) fraction of customers Leaving customers out: own the handset > know about the app > find it > download it > use it For the enterprise: custom solutions, expensive to develop, must be maintained, no in house expertise For the customer: for each app must learn different user experience, possibilities, UI flows, options, capabilities OTT not yet (banking over Whatsapp?), but will move Users moving away from voice The rise of realtime text and the demise of voice (Voxeo, the IVR visionaries) Trend: added value slipping away from telcos

4 Enter Joyn Joyn = OTT chat clone by telcos? Only if kept caged and chained. Moving IVR based CRM to texting seems natural Just plug Joyn chats behind ASR/TTS (not as easy as that, but close) Users prefer a chat to calling, waiting to, arguing with an IVR. File transfer to send or receive additional contextual info. Less calls = cheaper, automated voice CRM is expensive. From call center IVR to chat center ITR Operators backing identity, confidentiality and messy tech. CRM and Joyn: perfect match?

5 Mobile CRM using Joyn Ideal for users: No downloads. Based on phone number. Integrated in phone contacts. Unified experience (like SMS: learn once, use for zillions of tasks). Texting a very well understood use case. Security and confidentiality by operator. Ideal for enterprises: Powerful. Backed by operator. Access to customer/employee across device tiers and platforms. Easy to use APIs. Easy to deal with operator. Ideal for operators: Money making. Clear position in the value chain. Keep customer relationship. No loss of security. No messing with the core. Opens the way for new (unimagined yet) business lines

6 The CRM self service solution Provide automated CRM self service using Joyn IM Based on Joyn operator enabler: Universal, it is just there, it works Operator as a key player, not sidelined Using UNI based Joyn APIs Easy integration with operator service Pluggable into existing CRM architectures Easy (cheap, painless) evolution With no re architect or requirements on existing solutions Turning Joyn into an enterprise business opportunity

7 How call centre works now (schematic) Customer contacts customer care ACD receives and handles the call, selects IVR IVR provides self service Yes Can IVR manage? Call ends No Redirected to a human operator to attend the call

8 How it works: Joyn chat evolution Customer starts chat with Joyn enterprise contact AIMD receives session (API gateway) and dispatches to ITR ITR provides self service (API gateway) Yes Continue in selfservice mode Can ITR manage? No Chat ends Session continues? No Chat with agent continues? Redirected to a human operator using web access

9 Solaiemes Standalone architecture Enterprise bus CRM Database Call centre agents ITR AIMD Web Agent Server RCS-e Solution Gateway RCS-e Thin Client Server Operator IMS Core Joyn clients Web-based access (integrated in e-commerce or enterprise portal) API RCS-e

10 Enterprise bus CRM Database Add to existing systems: Drop in Agent can attend the customer using chat and/or voice from the existing computer ITR AIMD Web Agent Server Contact Center Application RCS-e Solution Gateway RCS-e Thin Client Server Gradual integration ACD IVR Operator IMS Core Chat CRM Voice CRM Existing voice infrastructure API Joyn

11 Backup: Mobile network integration

12 APIs in the proper side Carrier core Video share Presence IM IMS UNI (user to network interface) RCS Solution Gateway virtual RCS clients MSRP MSRP SIP SIP MSRP SIP MSRP SIP MSRP SIP MSRP SIP UNI (user to network interface) RESTful and web push APIs mobile and fixed RCS clients Enterprises Developers Internet ecosystem

13 Additional info: youtube.com/solaiemes slideshare.net/solaiemes blog.solaiemes.com