Tracking customer journeys.
[If you are new around here, then you should know I’ve been writing about WebRTC lately. You can skim through the WebRTC post series or just read what WebRTC is all about.]
There’s a consensus of sorts that WebRTC will make its way into contact centers. One of the interesting vendors in this space is Eudata.
Eudata is all about customer journeys – understanding how are customers interacting with the enterprise, and facilitating these interactions. Sandro Parisi, CEO of Eudata, took me through their platform and how they use WebRTC as part of their offering.
What is Eudata all about?
Eudata is a company focused on making clients happy providing a great experience while their dealing with businesses.
The key fact is that If you are a digital customer and you interact with businesses today, you are probably part of the 60% unsatisfied about their customer experience. So in a fast evolving market as the one we daily face, being aligned with customer expectations is no more a nice to have for enterprises but a key point for their success.
This is why Eudata solution has a role in each step of the customer interaction, from customer engagement and profiling, to the communication itself and the possible follow up flows inside the company. We are not only a communication engine or a simple gateway, but also a platform where enterprises can map their business rules and flows on top of their organizations and their customer base.
To do this, flexibility is our mantra. We provide a core platform, capable to address several and distinct contact flows that can be designed configuring the services and designing the touchpoints with our APIs. I give you an example. If a customer access a specific service from a web page or from a mobile APP, the front end could be different, and it is different in the way to retrieve customer’s details, but the experience for the customer has to be absolutely the same as the company is behind the scenes!
I also want to stress another topic. As companies are digitally evolving, their way to interact is evolving together with the customer expectations. It is not only a matter of customer service, because a large number of enterprises are opening new services to be reached by online customers providing virtual access to physical shops, agencies or branches. It is clear that having a platform that leverages these kind of communication flows and permits to define business rules on top is an accelerator for them.
These are some of the reasons why we were mentioned as a Gartner cool vendor in CRM Customer Service and Support space in 2014.
