Date 2011/12/15 16:40:00 | Topic: Eudata
In today's competitive business environment, organizations need to expand their traditional channels for customer support and interaction to timely address customer needs, cement customer loyalty and being competitive in the market.
The IP network provides new opportunities to better serve customers by enabling new communication channels above and beyond traditional telephone calls and face-to-face interactions and increased pressure, because today customers are demanding the freedom and flexibility to contact and interact with businesses using the communications medium of their choice. The result is a business environment that is no longer constrained by onsite face to face interactions and traditional call centers. Today’s customers need is a business which can interact with them where and how they desire.
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The VIC2 - Video Interactive Customer Collaboration - solution was developed by a partnership between Cisco, Eudata, Didit e Connexia to meet the needs of new generation contact centers for multiple channels capable of providing end users with video communication and collaboration services on whatever platform and channel they prefer to use, be it the web, kiosks, smartphones, tablets or chat.
In this way all business needs can addressed - and times and costs significantly reduced - with enormous advantages in terms of productivity and efficiency.
Integration with WCS:
VIC² has integrated the Eudata Web Contact System (WCS) suite, enabling the service to be disengaged from the user endpoint. WCS is a framework that allows end users to interact with agents from the Cisco contact center, using a wide range of channels (chat, audio, video, collaboration) from a variety of different devices (web, social networks, multimedia kiosks, cell phones or tablets).
In this Solution, service integration has been extended to include the use of Cisco Webex for the functions of collaboration and remote support.
In this way, a virtuous system has been created which can enhance the value of our specifically Italian entrepreneurial heritage by exploiting a synergy that, on one hand, leverages a global vision of the market, the availability of enabling IP platforms and the credibility of the Cisco brand, and on the other can rely on knowledge of local markets and the excellence of the companies involved.