Solutions Proactive Engagement Conversational Engine (Chatbot) Web Customer Care Expert Advisor Voice2Chat Chat Audio/Video Chat Real Time Collaboration Mobile & Web Messaging Email and SMS PersistentChat Web Call Back IOT Assisted Service Platform at a Glance INDUSTRIES Banking Insurance Utilities Hospitality Retail Telco Resources News Eudata Video Partners Login About Us ACT AS ONE WITH YOUR DIGITAL CUSTOMERS Eudata helps Organizations create fantastic experiences for the most complete customer journeys available Honorable Mention by Gartner in the 2016 Magic Quadrant for the CRM Customer Engagement Center Mobile & Web Messaging Empower your service managing inbound and outbound email or SMS (or a combination) to address customer’s conversation as a part of your multichannel strategy Read More Omnichannel Customer Comunication From costly & frustrating siloes to a designed seamless experience Read More Video Customer Experience Use video communication to address customer interactions adding a personal touch to the conversation. Read More Conversational Engine How artificial intelligence simplifies interactions and self-serve customers with a human like experience Read More Outbound Engagement Engage your customers using a multichannel and cross device outbound platform. Read More Voice2Chat Reduce your customer’s frustration moving from IVR queue to live chat Read More Customer Centric Analytics Have access to all the relevant information of customer’s behavior on your digital channels Read More Kiosk Create full featured platform to deliver self or assisted service to your customers Read More Talk to Sales Contact Become Partner Contact SOLUTIONS ENGAGEMENT Proactive Engagement Conversational Engine (Chatbot) Outbound Engagement Web Customer Care Expert Advisor Voice2Chat Customer Centric Analytics Kiosk CHANNELS REAL TIME CHANNELS Chat Audio/Video Chat Real Time Collaboration ASYNCHRONOUS CHANNELS Email and SMS Web Call Back Persistent Chat PersistentChat IOT Assisted Service PLATFORM AT A GLANCE Overview INDUSTRIES Banking Insurance Utilities Hospitality Retail Telco RESOURCES News Eudata Video Gartner Honorable Mention Cookie Policy Careers Live Demo PARTNER Partners ABOUT AS About Us Contact us Eudata About Eudata Eudata has proposed "ACT AS ONE" model which identifies the ability of digital interactions management with a single customer experience, delivering measurable results on different aspects of each contact. Using Eudata you will be able to define templates and workflows to manage inbound and outbound digital relationships with your customers, moreover any corporate group (customer care, branches or experts) can be made available online. Eudata also manages the digital self-service processes, thanks to its conversational platform which allows you to create chatbot perfectly integrated with the rest of the solutions. ©2015 Eudata | Via M.Gioia 55/C - 20124 Milano | P.IVA 12421000154 | TEL. +39 0245495098 Agenda CC 2016 CLOSE Eudata WCS UX CLOSE VISION Think of a world where you can offer to your customers the support and attention they deserve! Think of a world where you can offer to your customers a customized solution through the use of new communication channels! With its products, Eudata Omni channel Suite integrates the advantage of the new technologies with a consistent customer care experience. INNOVATIVE PURPOSE With the Eudata Omni channel Suite for Insurance, you can communicate with your customers through the Chat, Web Call Audio, Video Chat, Collaboration Tools and Expert Presence providing personalized and fast service, in addition you can enable providers to offer their customers an extraordinary experience of all interactions, contact points and channels, reduced costs moreover you can manage as efficiently as possible requests and personalized offers. SOLUTION & BENEFITS Anywhere and anytime with Eudata Omni channel Suite for Insurance: through the use of the new media channels, you can chat with your customers or make a web call to your suppliers. You can also propose a video chat to your customer to advise the product which is suitable for him through our proactive agent’s functionality or send an instant message to remind him that his insurance is running out! BUSINESS SOLUTION ON MOBILE Have your business anywhere using our apps for IOS and Android! With Eudata Omni channel Suite for insurance, your customers will be always in contact, even in an emergency situation they will be able to send their location through the geolocation service and ask for assistance with the audio and video chat. CLOSE Video Identification Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non proident, sunt in culpa qui officia deserunt mollit anim id est laborum.” La sezione 1.10.32 del “de Finibus Bonorum et Malorum”, scritto da Cicerone nel 45 AC “Sed ut perspiciatis unde omnis iste natus error sit voluptatem accusantium doloremque laudantium, totam rem aperiam, eaque ipsa quae ab illo inventore veritatis et quasi architecto beatae vitae dicta sunt explicabo. Nemo enim ipsam voluptatem quia voluptas sit aspernatur aut odit aut fugit, sed quia consequuntur magni dolores eos qui ratione voluptatem sequi nesciunt. Neque porro quisquam est, qui dolorem ipsum quia dolor sit amet, consectetur, adipisci velit, sed quia non numquam eius modi tempora incidunt ut labore et dolore magnam aliquam quaerat voluptatem. Ut enim ad minima veniam, quis nostrum exercitationem ullam corporis suscipit laboriosam, nisi ut aliquid ex ea commodi consequatur? Quis autem vel eum iure reprehenderit qui in ea voluptate velit esse quam nihil molestiae consequatur, vel illum qui dolorem eum fugiat quo voluptas nulla pariatur?” Traduzione del 1914 di H. Rackham “But I must explain to you how all this mistaken idea of denouncing pleasure and praising pain was born and I will give you a complete account of the system, and expound the actual teachings of the great explorer of the truth, the master-builder of human happiness. No one rejects, dislikes, or avoids pleasure itself, because it is pleasure, but because those who do not know how to pursue pleasure rationally encounter consequences that are extremely painful. Nor again is there anyone who loves or pursues or desires to obtain pain of itself, because it is pain, but because occasionally circumstances occur in which toil and pain can procure him some great pleasure. To take a trivial example, which of us ever undertakes laborious physical exercise, except to obtain some advantage from it? But who has any right to find fault with a man who chooses to enjoy a pleasure that has no annoying consequences, or one who avoids a pain that produces no resultant pleasure?” La sezione 1.10.33 del “de Finibus Bonorum et Malorum”, scritto da Cicerone nel 45 AC “At vero eos et accusamus et iusto odio dignissimos ducimus qui blanditiis praesentium voluptatum deleniti atque corrupti quos dolores et quas molestias excepturi sint occaecati cupiditate non provident, similique sunt in culpa qui officia deserunt mollitia animi, id est laborum et dolorum fuga. Et harum quidem rerum facilis est et expedita distinctio. Nam libero tempore, cum soluta nobis est eligendi optio cumque nihil impedit quo minus id quod maxime placeat facere possimus, omnis voluptas assumenda est, omnis dolor repellendus. Temporibus autem quibusdam et aut officiis debitis aut rerum necessitatibus saepe eveniet ut et voluptates repudiandae sint et molestiae non recusandae. Itaque earum rerum hic tenetur a sapiente delectus, ut aut reiciendis voluptatibus maiores alias consequatur aut perferendis doloribus asperiores repellat.” Traduzione del 1914 di H. Rackham “On the other hand, we denounce with righteous indignation and dislike men who are so beguiled and demoralized by the charms of pleasure of the moment, so blinded by desire, that they cannot foresee the pain and trouble that are bound to ensue; and equal blame belongs to those who fail in their duty through weakness of will, which is the same as saying through shrinking from toil and pain. These cases are perfectly simple and easy to distinguish. In a free hour, when our power of choice is untrammelled and when nothing prevents our being able to do what we like best, every pleasure is to be welcomed and every pain avoided. But in certain circumstances and owing to the claims of duty or the obligations of business it will frequently occur that pleasures have to be repudiated and annoyances accepted. The wise man therefore always holds in these matters to this principle of selection: he rejects pleasures to secure other greater pleasures, or else he endures pains to avoid worse pains.” CLOSE Contact us [contact-form-7 404 "Not Found"] CLOSE VISION With a customer care system tailored to the user, your online shopping portal can take flight: our system makes it easy to improve the customer’s experience and assist the clients from registration step to payment step. INNOVATIVE PURPOSE Online shopping is a self-service process, but many of the potential customers, the ones who need help, are destined to be lost. How many? About 40% of the potential. With Eudata Omni channel Suite we have made available to small and medium-sized enterprises a service that once was intended only to large companies. DESCRIPTION & BENEFITS According to a recent research more than 80% of consumers are willing to pay more to have a better service. With Eudata Omni channel Suite a simple pop-up allows your customers to start chat (text, audio or video) and have a real virtual personal shopper who not only will assist them in the selection of different colours, styles and sizes, but also in the process of finalizing the purchase (payment methods, shipping the goods or after sales assistance). BUSINESS SOLUTION ON MOBILE Have your business anywhere using our apps for IOS and Android!With Eudata Omni channel Suite your customers are always in contact. EASY TO USE The only pre-requisites to use Eudata Omnichannel Suite from a PC or in a Kiosk are a web browser and an Adobe Flash player installed (99% of computers connected to the internet). It runs on Windows, Linux and Mac on all the browsers supporting Adobe Flash. To run Eudata Omnichannel Suite on mobile device you may need to download the app from the market (IOS and Android supported). CLOSE Utilities VISION Have your contact centre in a new dimension: with our products any kind of contact which your customers make, consist of every audio and video call are always connected! The advantage of the customer care’s new technologies is creation of a way to innovate a new service and reduce costs. INNOVATIVE PURPOSE With the Eudata Omni channel Suite for Utilities, you can communicate with your customers through Chat, Web Call Audio, Video Chat, Collaboration Tools and Expert Presence providing personalized and fast service, furthermore, you can enable providers to offer their customers extraordinary experience of all interactions, contact points and channels ,reduced costs moreover you can manage as efficiently as possible the requests and personalized offers. DESCRIPTION & BENEFITS Anywhere and anytime with Eudata Omni channel Suite for Utilities: through the use of new media channels, you can chat with your customers or your customers can call you for any assistance! Your costs are significantly reduced because all communications are made on the web and the initial investment will be quickly paid off! BUSINESS SOLUTION ON MOBILE Have your contact centre anywhere using our apps for IOS and Android! With Eudata Omni channel Suite for utilities your customers are always in contact, even in an emergency situation they can send their position through the geolocation service and ask for assistance with the audio and video chat. EASY TO USE The only pre-requisites to use Eudata Omni channel Suite on a PC or on a Kiosk are a web browser and an Adobe Flash player installed (99% of computer connected to internet). It runs on Windows, Linux, Mac and on all the browsers supporting Adobe Flash. To run Eudata Omni channel Suite on mobile device you may need to download the app from the market (IOS and Android supported). CLOSE VISION Think of a world where you can offer to your customers the support and attention they deserve. Think of a world where you can offer to your customers a customized solution through the use of new communication channels. With its products, Eudata Omni channel Suite integrates the advantage of new technologies with a consistent customer experience. INNOVATIVE PURPOSE With the Eudata Omni channel Suite for Insurance, you can communicate with your customers through Chat, Web Call Audio, Video Chat, Collaboration Tools and Expert Presence providing personalized and fast services, in addition you can enable providers to offer their customers an extraordinary experience of all interactions, contact points and channels and reduced costs moreover you can manage as efficiently as possible requests and personalized offers. SOLUTION & BENEFITS Solution Description and Business Benefits Anywhere, anytime with Eudata Omni channel Suite for Insurance: through the use of new media channels, you will be able to chat with your customers or make a web call to your suppliers. You can also propose a video chat to your customer to advise a product which is suitable for him through our proactive agent’s functionality or send an instant message to remind your customer that his insurance is running out! BUSINESS SOLUTION ON MOBILE Have (support) your business anywhere using our apps for IOS and Android! With Eudata Omni channel Suite for insurance, your customers will be always in contact, even in an emergency situation they will be able to send their location via geolocation service and ask for assistance with audio and video chat. CLOSE Financial Case VISION Give your customers the service they deserve, anywhere! Make them feel like in the branch, choosing Eudata Omni channel Suite solutions! PURPOSE Eudata Omni channel Suite solutions provides a set of business features through a set of communication channels like Chat, Audio Web Call, Video Chat, Collaboration Tools and Expert Presence. The customer will have, in this way, the opportunity to set up an end-to-end web communication both with a Contact Centre Agent, regardless of the traditional bureaucratic and informative questions, and with a Personal Banker to address more personal and custom questions. SOLUTION DESCRIPTION The objective pursued by a bank to increase and improve the relationship with its customers is conveyed by Eudata through the use of new media channels, such as video calling and instant messaging (IM) or online chat which enables communication between customers, contact centre and family banker. Chat could be a strategic channel in some areas of the portal, with a dedicated set of agents who receive requests and help prospects to select the right service provided by the bank. For example, once logged into the portal, a customer can choose to start a conversation with a contact centre agent and in case he needs any further information the agent will be able to contact the customer or with his financial advisor, (based on his availability status) in case he needs advice on investments. The interaction with the personal banker can be bidirectional, this means that the expert can contact the customer to proactively propose products and services. BUSINESS SOLUTION ON MOBILE Have your customer care anywhere using our apps for IOS and Android!One of the best characteristics of our suite is to check the availability of bandwidth and guarantee at least a VoIP audio call or only a chat session. It’s important to specify if WCS on 3G technology is able to deliver an Audio/Video Full screen call with high quality on mobile devices. EASY TO USE The only pre-requisites to use Eudata Omni channel Suite on a PC or on a Kiosk are a web browser and an Adobe Flash player installed (99% of computer connected to internet). It can be run on Windows, Linux, Mac and on all the browsers supporting Adobe Flash. Eudata Omni channel Suite functionalities can be inserted on the mobile app using our native SDKs. CLOSE Analytics Analytics: Eudata provides embedded analytics that give you the chance to measure and improve your services. KPIs: The access to a set of predefined KPIs, to measure standard behaviour of your services, like queued, abandoned and answered contacts for each channel or media.The possibility of monitoring your agent groups and agent productivity, creating your own KPIs to shape your cockpit and exporting information in csv to elaborate in back office. Session: The opportunity of analyzing each single session of interaction between customer and company representatives. All the details of each conversation are accessible, to monitor what agent and customer did, to check all the contact information and attached data, the content of the chat, the geolocation, etc. Email: The possibility of analyzing the detail of conversations managed by email server, in order to observe detailed content and the history of conversations. Web Content: Monitoring what is going on your web site, you will be able to see which are the most visited pages, where your customers are engaged and why. CLOSE Connectors Suite Connectors WCS can be integrated with the third party CTI infrastructure with a standard connector available for the market leader CTI products or by request of other third party solutions. With CTI integration it is possible to have WCS working as a gateway sending the sessions to external CTI and controlling media and features. Eudata Suite is a modular multi-site platform with a core based on SIP and XMPP standards that permits to add lots of customer service web features with a little effort. Eudata WCS solution is designed for both single-site and multi-site infrastructures. Session Handler (Core Engine of the Suite), via CTI connector, routes sessions to XMPP Eudata ACD or third part connector (i.e. Open Media or MCAL). Session Handler’s internal engine provides a skill-based routing on the top of XMPP presence. With ACD Presence it is possible to create and configure contact services, to create Agent XMPP profile associating it with one or more skill groups. Skill groups are collections of agents that share a common skill on a specific topic. The routing engine takes one parameter to start a routing algorithm, by which it selects the correct group/groups on which the algorithm is performed. Session Handler engine can be configured to use a specific routing algorithm, with a configurable timeout and opening hours. With the round robin algorithm, session handler chooses the first agent available in the list. As soon as SH receives another contact, it will choose the next available one in the list and so on. It’s possible to identity the number of concurrent contacts that each agent is able to handle. With the LAA algorithm SH chooses the agent that hasn’t been active for the longest amount of time. Every time an agent receives a contact his available time is updated until he receives the maximum number of tasks. CLOSE Suite Channels Suite Realtime Channels: Audio/Video: It’s possible to create “click-to-call” and “video chat” widgets (web or app) to create audio or video VoIP calls to the contact centre. This channel is normally used to support customers on pre-sale or post-sale requests directly from the web or mobile. It’s the first real alternative to traditional PSTN calls to the contact centre. Thanks to the internet technology it’s cost-free for the enterprise, a richer experience to the customers and it’s the first widespread video contact centre solution. No prerequisites are needed on the web site as all the audio and video streams use Adobe Flash and WebRTC technologies. Main features are: Flash2SIP and SIP2Flash conversion, HTML5 support, full sip 2.0 stack support, case studies with all the market standard sip servers and infrastructures. Chat: With WCS you can create “click-to-chat” widgets (web or app) for your web portal to collaborate with your customers. For example, it’s possible to support customers on a topic or form, to give them detailed information related to the products, to support a colleague in a helpdesk topic. Main features are: service messages (welcome, closure, error, etc.), pre-defined agent messages, composing notifications, chat history recording, hold/retrieve, single step and consultative transfer. Link and document pushing: It’s possible for both the agent and the customer to push web contents and documents. Documents on web site are automatically converted to the Flash which facilitates user’s access without any prerequisites. Main features are: direct and redirect pop-up or button-based pushing, Office documents support up to version 2010, open office document support, pdf support, standard HTML file support. Screen Sharing: Allows agents and customers to share full desktop and control the other parts. For example, an agent could show where to find some portions of information within the company’s portal or he could follow the navigation of the best actions suggested to a customer. Suite Asynchronous Channels: Email: WCS is able to manage e-mails. It supports IMAP/S and SMTP/S. It’s possible to configure one or more e-mail accounts and define the associated services. Agents will be able to support their clients by pre-defined templates. IM: WCS permits external IM systems (Google Talk, MSN, AOL, etc.) to generate session with WCS in order to make it possible for the customers to contact with agents from their IM. In this case you can create an external IM service for each external system; you can let your customers add and use it in case of need. SMS: WCS can also manage SMS-based chat. This is possible by using an external component not provided by Eudata, SMS gateway with SMS2Email and Email2SMS feature. The SMS gateway will convert SMS into e-mail and send them to WCS, WCS agent will reply to the e-mail, e-mail will be converted to SMS and it will be sent back to the customer to create a real SMS chat experience. Fax: Like SMS feature WCS is also able to manage fax using an external Fax Server with Fax2Email and Email2Fax feature. WCS will manage fax exactly like the emails. Some Suite Screenshot below: CLOSE Proactive Web Module Proactive Engine is a module of the Eudata Customer Engagement Suite platform that allows: Tracking and engaging the customers on your web site Providing to the agent information about customer’s navigation on the web site Easy configuration of your service and real time modification on the Admin Interface Not missing more selling opportunities This module is based on a rule-driven engine which analyses customer’s navigation web page. This module, available as a separate product, makes our customer’s engagement suite a complete framework for customer interaction and a flexible product to serve to your customers.behaviour such as the time spent on pages, on a web scenario and it may decide to trigger custom actions such as a popup for a click-to-chat session or a redirection to a particular There is also a simplest way to configure a business rule, based on standard phrases as in the figure below: CLOSE