Kickstart Your Digital CX Transformation with PureCloud. Jeroen Buis & Katie Ritz

Transcription

1

2 Kickstart Your Digital CX Transformation with PureCloud Jeroen Buis & Katie Ritz

3 Digital Transformation How do end customers want to communicate with contact centers? More and more end customers are requesting the ability to interaction using the applications they are already using and are familiar with (Facebook, Twitter, SMS, etc) End customers want to be mobile and want to communicate when they have time. Web and mobile self-service interactions have already overtaken all other channels 2016 Forrester

4 What is Digital?! Digital allows for additional ways to interact with your end customers outside of traditional voice channels.! , Web Chat, Messaging (SMS/Messaging g Platforms)! Digital allows for traditional voice channels to have enhanced capabilities and features.! Screen Share, Co-browse

5 Co-Browse Allow end customers to share their view of a web page with your agents for both voice and chat interactions. Allow your agents to interact with your end customers web pages and guide them to success.

6 Co-Browse Demo Let's see Co-Browse in action!

7 Co-Browse Agent Start Co-Browse

8 Co-Browse Agent Start Co-Browse

9 Co-Browse End User clicks to enter security key

10 Co-Browse End User enters code

11 Co-Browse End user sharing the website

12 Co-Browse Agent view

13 Co-Browse Masked data fields

14 Co-Browse Agent View of Masked Fields

15 Co-Browse Annotations

16 Co-Browse Annotations

17 Co-Browse Annotations

18 Co-Browse End

19 Co-Browse End

20 Co-Browse Setup Create a deployment key Configure co-browsing options (allowed domains, viewer take control, masking of sensitive fields) Add Co-Browse JavaScript API to your website source code Use your deployment key in configuration Set-up masking of sensitive fields For Voice configure website with a security key field to be entered

21 Screen Share Allow your end customers to share their full desktop or specific applications with your agents for both voice and chat interactions. Launch a screen share from Chrome, Firefox or an application.

22 Screen Share Setup Deployment Type Firefox no additional configuration needed Chrome Use PureCloud Chrome Extension Create your own branded Chrome Extension With stand-alone application Build screen share into existing application Any combination of all 3!

23 Screen Share Setup Interaction Types Screen Share with Voice Add a screen share button/security form to website or application Screen Share with Chat Add webchat JavaScript API to web page and configure for Screen Share

24 Co-Browse vs Screen Share Functionality Feature Description Co-Browse Screen Share Share Web Pages X X Share Desktop Applications Share Entire Desktop X X Configurable Masking of Sensitive Data X Option for No End Customer Download X X Agent Take Control X Embedded Sharing in Proprietary Application X

25 Messaging Inbound SMS You can setup your inbound SMS channel and start communicating with your customers in less than 10 minutes!

26 SMS Setup!Configure a Queue!Create an Inbound Message Flow!Purchase an SMS number (local, mobile or Toll-Free numbers)! Number available in 31 countries! Outbound SMS supported to 200+ countries! Vanity number searching and provisioning!configure Message Routing Assign your numbers to a message flow!get inbound SMS from your end customers and respond!

27 SMS Demo Let's see how easy it is to get up and running with SMS!

28 SMS Queue

29 SMS Inbound Message Flow

30 SMS Inbound Message Flow

31 SMS - Routing

32 SMS Add Number/Flow Association

33 SMS Add Number/Flow Association

34 SMS Number Search

35 SMS Number Purchase

36 SMS Number Purchase Confirmation

37 SMS Agent Experience

38 SMS Agent Experience

39 SMS Agent Experience

40 SMS Add Number/Flow Association

41 SMS Agent experience long message

42 Workforce Engagement Management (WEM)

43 Workforce Engagement Management PureCloud supports WEM features across all Digital Channels: Recording Screen recording Quality Management Workforce Management Forecasting Scheduling Intraday Monitoring

44 Quality Management & Analytics Demo

45

46

47

48

49

50

51 Messaging Messaging Platforms Coming soon to the Messaging channel is social messaging platforms. End customers will be able to contact you through the social media platforms they use today!

52 Messaging Platforms! Initially Support:! Facebook Messenger! Twitter Direct Message! LINE! More to come! Sticker Support! Images and Attachments! Full Quality Management and Workforce Engagement Management support

53 What s Next? Evaluate your organization and what are you doing to offer digital channels for your customers? Give Screen Share, Co-Browse, and SMS a try Start your Digital Transformation Today!

54 3:00 PureCloud 101: Roadmap Overview Magnolia Ballroom 4:15 PureCloud 401: Roadmap Deep Dive Magnolia Ballroom

55 Thank You!