Wcs how to use

Eudata Confidential© 2012 Eudata. All rights reserved. Eudata Confidential© 2012 Eudata. All rights reserved.

WCS Usage


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!


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


WCS Different Usages


Channels

EmailWeb Call BackChat, IM using external IM worldsCollaboration ToolsAudio or Audio Video Calls from Web, mobile and KioskEscalation through all This Channels


Usages


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


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


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


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


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


REFERENCE

www.eudata.biz

http://www.newmediasocial.com/profiles/blogs/online-chat-and-clicktocall

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Wcs how to use