Video, BOT, Collaboration and social messaging for your Cisco Contact Center
Eudata for Cisco Contact Center
Eudata provides a customer engagement solution that includes:
• Digital capabilities (WCS) to deliver a full omnichannel experience (email, chat, messaging, VideoChat and real time collaboration, WhatsAPP, Telegram)
• ChatBOT (Convy.AI) to automate activities using a rule based chatBOT with NLU capabilities
• Video Advisor: a complete video contact center solution to remotely engage customer via Video, Desktop Sharing and Co Browsing
Developer
Web & Mobile On-prem Solution Maximizes Customer Experience
Massimiliano Caranzano
Eudata and Cisco:
history of a partnership consolidated over time
2011
First Videochat On top of Cisco
UCCE to serve more than 500 agents
2016
Full Integration via UQ
Leveraging the new UQ connector the omnichannel solution is connected to UCCE (routing, reporting, Finesse)
2019
Video Advisor
Eudata design the Video Advisor solution to enable UCCE to support web and mobile video calls delivered to a Cisco endpoint
2020
Convy supports ECE
From 2020 our chatBOT supports the direct connection to Cisco ECE in order to include real agents when needed
Two different scenarios
Eudata platform supplies two different scenarios for providing Video Contact Center capabilities:
In both cases the agent uses Finesse to manage the session.
Video Advisor
Eudata Video Advisor solution is fully integrated with Cisco CVP and Cisco UCCE for routing calls to the desired expert. WebRTC streams coming from web/mobile/kiosk devices are transcoded into SIP protocol, allowing the communication with Cisco Contact Center solutions
Video Advisor
Eudata Video Advisor solution is fully integrated with Cisco CVP and Cisco UCCE for routing calls to the desired expert. WebRTC streams coming from web/mobile/kiosk devices are transcoded into SIP protocol, allowing the communication with Cisco Contact Center solutions
WCS (UQ Connector)
Eudata WCS is a Multichannel platform integrated with Cisco Customer Journey Solution through the Universal Queue API, adding chat, audio/video, sms, emails, social channels (Whatsapp, Facebook Messenger, Telegram)
Features List
| Description | Eudata Video Advisor |
|---|---|
| Voice/Video Calling | Y any browser with WebRTC |
| WebRTC to SIP Transcoding | Y |
| WebRTC to WebRTC | Y |
| Customer info inside Finesse | Y |
| Video Recorder | Y |
| App Sharing | Y |
| Desktop Sharing | Y |
| Web SDK | Y |
| Native Mobile SDK | Y |
| Cobrowsing | Y |
| Visual IVR | Y (full integration with Cisco CVP ) |
| Chat | Optional |
| Social (Whatsapp, Facebook Messenger, Telegram) | Optional |
| Documents Push | Optional |
| Link Sharing | Optional |
| Contact Result | Optional |
1. VIDEO ADVISOR LIVE ASSIST
Available for:
• UCCE • PCCE
• UCCX WebRTC to SIP need a Cisco SIP endpoint (like jabber).
Solution available also for WebRTC to WebRTC sessions (video gadget inside Finesse).
2. VIDEO ADVISOR LIVE ASSIST COLLABORATION
Expert can access customer’s desktop (via screen sharing or co-browsing features) in the full page mode.
3. VIDEO ADVISOR LIVE ASSIST CO-BROWSING
• Notes
• Form filling
• Field masking
• DOM element masking
WCS (UQ Connector)
Eudata WCS is a Multichannel platform integrated with Cisco Customer Journey Solution through the Universal Queue API, adding chat, audio/video, sms, emails, social channels (Whatsapp, Facebook Messenger, Telegram)
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