1. presents

2. onStage Proactive Engagement
manage the right customer in the right moment

3. WHY
IMPROVE
CUSTOMER
CARE
CUSTOMER
SATISFACTION

4. WHY
INCREASE
SALE

5. WHY
LEVERAGE
TECHNOLOGY
ON CIC

6. HOW
IMPROVE
WWW
WEB SITE
CHANNEL

7. HOW
IMPROVE
WWW
WEB SITE
CHANNEL
MONITORING
CUSTOMER
ON THE WEB

8. HOW
ENGAGE
MONITORING
WWW
CUSTOMER
ON THE WEB

9. PROACTIVE ENGAGEMENT Informations from navigation and link
Time spent on some pages of the web site
Customer Master Data
Form Filling

10. HOW WORKS link Form filling CALL APP BACK CHAT Push JiD SMS Time spent
Master Data
Form filling
CUSTOMER NAVIGATION
SERVER
LEVERAGE ON CIC

11. CONTACT CENTER OPERATOR
HOW WORKS
CUSTOMER NAVIGATION
SERVER
LEVERAGE ON CIC
Time spent
link
Master Data
CALL
BACK
Form filling
APP
Push
SMS
JiD
CHAT
CONTACT CENTER OPERATOR

12. INFRASTRUCTURE Admin Console Entry points / Template sets
Business Rules
Monitors
Reporting (personalized)

13. INFRASTRUCTURE Agent Console Unified console for chats and
non-chat interactions
(leverage ININ client)
Multi channel case management
URLs, Quick responses &
Bookmarks dropdowns
New callback / chat /
alert indicator ransfer / Monitoring
Send alert, message and campaign banner

14. Information on customer status OSPE features Customer web page view
Information about monitored web page
Other information provided by web navigation, (n°products; basket value)
Information from forms fulfilling
Web navigation results for reporting
Agent actions towards customer
Scrolling
Zoom

15. INFRASTRUCTURE Customer Console Popup and Continuity mode
Basic and Advanced mode
of web collaboration
Configurable attributes for Login screen
Separator between
typing area & transcript
Agent typing indicator
WorksEverywhere™ Technology
Control Appearance

16. DEMO
e-commerce web site

17. Customer goes on website, visit pages and click on “Contact us”

18. Agent click on oSPE page and monitors customer web sessions

19. Request for live chat appears
Customer inserts information in Contact Us form with wrong address
Request for live chat appears
john
smith?mail.com

20. Customer inserts information in Live Chat request and click on chat
john
Live chat starts prompting welcome message
john
smith?mail.com

21. A request for chat is assigned to agent
john
smith?mail.com
A request for chat is assigned to agent
Agent click on contact
Agent picks up chat request

22. Agent click on responses
Agent select a predefined message
Agent sends predefined message

23. Customer receives a predefined message
Customer asks for info about a product
I search for a bLack tie

24. Agent fills in the search box on customer screen
black tie

25. Customer ‘s search box remotely filled in by agent
black tie
black tie

26. Agent suggests the customer the right way to fill the email field
black tie
Agent through console uses arrows to highlight some web page session

27. Customer reads search results
Customer receives information about fulfilling correctly the Contact us form
Customer reads search results
black tie

28. Agent redirects customer web pages
black tie

29. Agent sends a banner ads chosing ads through drill down window
black tie
Banner ads 1

30. Agent send a call back request
black tie
Customer receive recall form

31. Thank you