ChatBOT

Since the Facebook announcement of the usage of BOTs within the social network to improve interactions between customers and brands, the usage of chatBOTs is quickly growing in different sectors. The customer experience is one of these markets where BOTs can help to improve customer satisfaction and reduce costs.

Eudata chatBOT permits to define a conversational workflow that will be available on all WCS text channels (email, sms, persistent chat, and real time chat). As the chatBOT will be a “virtual agent”, every capability of WCS will be available in the same way of a traditional agent: transfer to an agent with the conversation history, unified reporting and integration with external CTI.

WebRTC Recording

Besides the flash based recording, still available from version 4.4, it is now available the new WebRTC recorder. Record, Search and review all the audio/video sessions associated to a specific conversation. The recording engine is integrated in the session detail reporting where to find all the details about the single conversation. From here, it is now possible to start the player to view the recorded session.

External Connectors: Cisco UCCE, Vidyo

Two new important connectors are added to the 4.5 version.

Cisco UCCE 11.5 connector: leveraging the availability of UQ connector, with the support of Cisco team we developed our new integration with Cisco UCCE (11.5 on).

It is a full integration that makes all the capabilities provided by Eudata available inside Cisco UCCE, in a single and ergonomic gadget inside Cisco Finesse (Cisco web based agent desktop). We are really proud of this integration, as it is now possible to deliver a full omnichannel experience to the agent and the customers, using a single desktop to concurrently manage all the channels in a full blended and multisession environement. Emaill sms, persistent chat, real time chat, audio, video and collaboration are all available in the same gadget, leaving the capability to apply routing logics to the Cisco engine .

To access to the webinar on this feature, click here (authentication needed, you must be a partner): INSERIRE LINK A PAGINA WEBINAR PRIVATI

Vidyo connector: Vidyo is one of the leading solution in the market to deliver video conferencing services to large enterprises. By the integration between Eudata and Vidyo, customers of both technologies can use the Vidyo engine on top of the Eudata Customer Enagegement platform, leveraging the investment and providing large scalability of the features compared to the two separated platforms.

Flash and Webrtc Onboarding

WCS supports Customer onboarding flow. Thanks to WCS recording features, the ability to take agent controlled picture from customer camera, document sharing features and content management you can easily activate customer onboarding processes compliant with your running policies.