VISION. We see the Digital Channels as the primary way to address B2C customer interactions by 2020

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Mariah White
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2 VISION We see the Digital Channels as the primary way to address B2C customer interactions by 2020

3 MISSION Eudata helps Enterprises to realize the business transformation process from offline to online customer interactions

4 OUR TARGET Bring together all Digital Channels providing to the customer a single access point and managing in our platform all the complexity of the different flows to agent, branches, shops or expert

5 Can your company Act as One while dealing with Digital Customers?

6 Digital channels in Customer Service will overtake voice in two years 2015

7 USAGE INCREASE FROM 2014 TO 2016 IN ITALIAN BANKS CONFIRMS THE ESTIMATION Monthly Sessions with Customers Bank 1 Bank 2 Bank 3 Bank 4

9 One Solution means One Experience for your Customers regardless of the channel they are using

10 Eudata WCS Version 4.4 In addition to continuous stability improvement, we added the following elements: Asynchronous task Flash free agent desktop Better mobile experience Recorder will support WebRTC File sharing DB stored

11 Why new releases are so important? New versions of WCS are the result of months of fix, improvements and project experience joined in a single package. Follow the new releases improves solution stability enabling at the same time new features and integrations. Eudata recommends partners and customers to schedule a infrastructure migration, within 6 months when a new version has been released, in order to update and to reduce costs of each migration project.

12 Eudata WCS Version 4.4 More details

13 Feature Asynchronous Interaction management Flash free agent desktop Reporting Review WebRTC Recorder Shared Documents format Persistent chat Web Callback Feature List Description RESTful API for managing Customized asynchronous tasks Flash and Bosh supported New Extended KPI, Web Call Back details, and Session improvement Support Media server (Now is supported a peer2peer direct communication) Saving files, exchanging doc saved on DB or file system. Asynchrous chat with persistent history on mobile or web Improvement to help agents activities

14 Asynchronous Interaction management Feature details for all the asynchronous channel called Interaction Engine: Full customizable Interaction: it is possible to queue several interactions type based on specific custom needs Preferred agent: If an agent or expert handless an asynchronous session, reply to that session, preferably gets that agent Interaction history: WCS transforms single asynchronous session into conversation making it simple to group and search past sessions using a simple and intuitive contact history Interaction Engine SDK: with a simple rest API you can control, schedule or handle interactions. Agent Desktop SDK: with a simple Javascript API you can customize the Agent Desktop to handle the incoming interaction in the best way you want and mapping your workflow. IOT: Interaction Engine can be used for the handling of asynchronous interactions such as events coming from field sensors (IOT) to be passed to any representative.

15 Flash Free Agent desktop Web Agent desktop: WCS has a fully responsive HTML5 based web agent desktop that can be used as a gadget. Web Agent desktop supports both Flash and Webrtc communication. It s fully adaptive to browser. If Flash or Webrtc is not available on the current, the web agent desktop adapts and uses just the available technology. Reporting Review Reporting layer now contains more KPIs for customer service, a full session detail and specific reports for call back and . Real time reporting review Session list enhancement Historical KPIs review

16 Recorder for WebRTC WCS now offers a module to integrate Flash2SIP, Flash2Flash and Webrtc2Webrtc to an existing recorder Shared Documents Format It is now possible to save shared documents in DB or filesystem. Based on your company security rules it is possible to define where it is better to store documents shared by the agent Persistent chat Interaction engine allows you to create a persistent chat session that acts like a company Whatsapp. It permits interactions between company representative and customers. The feature is available for both customer care and expert flows, on web or mobile Web Callback Flooding webcallback: Scheduleded in a different time for the same user to avoid agent overload

17 eudata Via Melchiorre Gioia 55/C Milano tel.: fax :

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