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Eudata for Cisco

Contact Center

Video, BOT, Collaboration and social messaging for your Cisco Contact Center

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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:
  • Video Advisor is the “REM replacement” and it deliver the video session to a SIP endpoint.
  • WCS route sessions through UQ connector and the video use WebRTC to WebRTC.
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)

Interested in hearing more about our solutions and offerings?
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