The art of saying hello to your customer

Leonardo designed our VideoChat

Michelangelo drew our digital engagement platform

MAde in Italy

Made in Italy

Gartner Cool vendor 2014

Cool Vendor 2014

VIdeoChat
Chat
Asyncronous Channel
Collaboration tool

Draw your own multichannel customer journey

you know your customer,

you exactly know how to support and guide him.

Tour

Don’t touch your Contact Center,

we make a crafty talk with it

Our Technology is built to understand and follow infrastructures that are already in place

Connectors

We don’t forget about “old” friends

Email Manager is the module can handle your customer emails and asyncronous channels

Channels
old_black_cadillac_by_thembree14-d5rtklk

We have some friends that can confirm all of that

Jasmin-Baborac1
”COMBIS as leading system integrator is in constant mission to find and provide highest quality products which canenrich our product portfolio with the commitment to provide high-quality service to our clients. EUDATA’s WebCustomer Service solution, which is my opinion best video chat solution on the market, perfectly fits this mission. WebCustomer service superior communication and collaboration functionalities helped us to built first virtual branch forfinancial sector in Adriatic region and therefore supports our vision to position ourselves as a leader on the market.”Jasmin Baborac - Combis
Roberto Fasiani - DimensionData

“We choose Eudata for the ability to give innovation and value to clients in multichannel a sector who seems already completed “

Roberto Fasiani - DimensionData Italia

Henry

“We use Eudata solution to address requests from our large customers, especially in financial sector. It seems that the solution perfectly fits the need of digital engagement that has a really high priority in our market space”

Enrico Zandi - NTTData Italia

Technologies

supported:

WebRTC
Flash icon
HMTL5
android
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VISION

With a customer care system tailored to the user, your shopping online portal can take flight: thanks our system makes it easy to improve the customer experience and assist the clients from registration step to payment step.

INNOVATIVE PURPOSE

Shopping online 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 Omnichannel Suite we have made available to small and medium-sized enterprises a service that was once intended only to large companies.

DESCRIPTION & BENEFITS

A recent research shows that more than 80% of consumers are willing to pay more to have a better service.

With Eudata Omnichannel Suite a simple pop-up allows your customers to start chat (text, audio or video) and have a real virtual personal shopper who will assist them in the selection of colors, 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

Take your business anywhere using our apps for IOS and Android!
With Eudata Omnichannel Suite your customers are always in touch.

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 computer connected to 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).

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Utilities

VISION

Take your contact center into a new dimension: with our products every audio call and every video call surfing on the web and your customers are always connected!

The advantage of the new technologies of customer care becomes a way to innovate the service and reduce costs.

INNOVATIVE PURPOSE
With the Eudata Omnichannel 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, more, you can enable providers to offer their extraordinary experiences of all interactions, the contact points and channels reducing costs and manage as efficiently as possible requests and personalized offers.

DESCRIPTION & BENEFITS

Anywhere, anytime with Eudata Omnichannel 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 communication travels on the web and the initial investment becomes quickly paid off!

BUSINESS SOLUTION ON MOBILE

Take your contact center anywhere using our apps for IOS and Android!
With Eudata Omnichannel Suite for utilities your customers are always in touch, even in an emergency they can send their position through geolocalization service and ask for assistance with the audio and video chat.

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 computer connected to 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).

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VISION
Think of a world where you can offer your customers the support and attention they deserve. Think of a world where you can offer your customers a customized solution through the use of new communication channels.
With products Eudata Omnichannel Suite integrates the advantage of new technologies with a consistent customer experience.

INNOVATIVE PURPOSE
With the Eudata Omnichannel 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 service, more, you can enable providers to offer their extraordinary experiences of all interactions, the contact points and channels reducing costs and manage as efficiently as possible requests and personalized offers.

SOLUTION & BENEFITS
Solution Description and Business Benefits

Anywhere, anytime with Eudata Omnichannel Suite for Insurance: through the use of new media channels, you can chat with your customers or do a web call with your suppliers. You can also propose a video chat to your customer to advise the product that’s right for him through our pro active agent functionality or send an instant message to remind him that his insurance is running out!

BUSINESS SOLUTION ON MOBILE

Take your business anywhere using our apps for IOS and Android!

With Eudata Omnichannel Suite for insurance your customers are always in touch, even in an emergency they can send their position through geolocalization service and ask for assistance with the audio and video chat.

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Financial Case

VISION
Give your customers the service they deserve, anywhere, make them feel like in the branch, choosing Eudata Omnichannel Suite solutions.

PURPOSE
Eudata Omnichannel Suite solutions provides a set of business features through a set of communications channels like Chat, Audio Web Call, Video Chat, Collaboration Tools, Expert Presence. The customer has, in this way, the opportunity to set up an end-to-end web communication both with a Contact Center Agent, as regards 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 customers is conveyed by Eudata through the use of new media channels , such as video calling and instant messaging (IM) or chat online that enable communication between customers, contact center and family banker.

Chat could be a strategic channel in some areas of the portal, with a dedicated set of agents that 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 center agent and, if he needs help on his behalf, with his financial advisor, (based on his availability status) if he need 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
Take your customer care anywhere using our apps for IOS and Android!
One of the greater qualities 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 that WCS on 3G technology is able to deliver a call Audio / Video Full screen on high quality on mobile devices.

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 computer connected to internet). It runs on Windows, Linux and Mac on all the browsers supporting Adobe Flash. Eudata Omnichannel Suite functionalities can be inserted on  the mobile app using our native SDKs.

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Analytics

Analytics:

 

Eudata_Suite_Analytics1 Eudata_Suite_Analytics2

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Connectors

Suite Connectors

WCS can be integrated to third party CTI infrastructure with a standard connector available for the market leader CTI products or by request with other third party solutions.  With CTI integration is possible to have WCS work as a gateway dispatching 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 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 internal engine provides a skill-based routing on top of XMPP presence. With Presence ACD 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 select the correct group/groups on which perform the algorithm.

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 list. When SH receives another contact, it will choose the next available one in list and so on. It’s possible to identity the number of concurrent contacts each agent can 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 task.

 

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Suite Channels

Suite Realtime Channels:

  1. 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 center. 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 center. Thanks to  internet technology it’s cost-free for the enterprise, a richer experience to customers and it’s the first widespread video contact center solution. No prerequisites on web side 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.
  2. 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 customer on a topic or form, to give them detailed info on products, to help a colleague in a helpdesk topic. Main features are: service messages (welcome, closure, error, etc.), pre-defined agent messages, composing notification, chat history recording, hold/retrieve, single step and consultative transfer
  3. Link and document pushing: it’s possible both for the agent and for the customer to push web contents and documents. Documents on web side are automatically converted to Flash to let web user access them with no prerequisites. Main features are: direct popup and redirect or button-based pushing, Office documents support up to version 2010, openoffice document support, pdf support, standard HTML file support
  4. Screen Sharing: allows agents and customers to share the fill desktop and control other party. For example an agent could show where to find some piece of information within the company portal or he could follow the navigation of a customer suggesting best action for him

Suite Asyncronous Channels:

  1. Email: WCS can handle emails. It supports IMAP/S and SMTP/S. It’s possible to configure one or more email accounts and define the associated service. Agent’s client supports templates for reply.
  2. IM: WCS permits external IM systems (Google Talk, MSN, AOL, etc.) to generate session to WCS in order to have customers contact agents from their IM client. In this case you can create an external IM service for each external system you can have your customer add and use when they want.
  3. SMS: WCS can also handle SMS-based chat. This is possible using an external component not provided by Eudata, SMS gateway with SMS2Email and Email2SMS feature. The SMS gateway will convert SMS into emails sending them to WCS, WCS agent will reply to the email, emails will be converted to SMS and be sent back to customer to create a real SMS chat experience.
  4. Fax: Like SMS feature WCS can handle fax using an external Fax Server with Fax2Email and Email2Fax feature. WCS will handle fax exactly like emails.

Some Suite Screenshot below:

custsomer_side_Videochat      Web_Call_Back   custsomer_side_chat

 

 

 

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Proactive Web Module

 

Proactive Engine is module of Eudata Customer Engagement Suite platform that allows:

This module is based on a rule-driven  engine that, on a web scenario, analyzes customer’s navigation and behavior, and the time spent on pages and may decide to trigger custom actions such as a popup for a click-to-chat session or a redirection to a particular web page. This module, available as a separate product, makes our customer engagement suite a complete framework for customer interaction and a flexible product to serve your customers.

Proactive module adopts a script designer to to design easily  business rule to act.

Proactive Web

 

There is also a simplest way to configure a business rule, based on standard phrases as in the figure below:

Proactive_Web_Phrase

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