video contact center
Feedback Italia s. r. l. Since 2000 we design and develop products and services with maximum level of technology for highly secure communication over IP protocol 2
Video Contact Centers • As a web-based easymeeting application, it allows audio and video communication between two remote users using a standard browser. • Our goal is to put in touch a Video Contact Center with remote users. Being simple, fast and flexible, it represents a whole new way to communicate with your Customers: the service can be delivered everywhere, independently of the user’s location. • Video contact centers represents a great solution for: • Pre-sales contact • After sales support • Customer care • Customer loyalty program • Specialist support 3
A Video Contact Center on your Desktop Conceived as a desktop solution, it represents a great tool to grant an excellent customer service to high profile Clients, especially in the banking and insurance industry. The service can be accessed using a regular PC, a webcam and a microphone: users can engage in a one-to-one session with Staff members and get information, advice and clarifications in real time. We also implement the most sophisticated encryption algorithms available: we keep your session secure and all data encrypted to ensure that your sensitive information cannot be accessed without permission. 4
Our Customized Contact Center Kiosks The solution allows to set up interactive info points, in-store stations and video kiosks. Located in strategic locations, including exhibition halls, branch offices and shopping malls, our video contact center solutions can be accessed in an interactive way, using standard hardware device or customized video kiosks. The consultation service is addressed to a generic audience, in order to presents products and give information: users don’t need to reach onsite experts. 5
Our Info Point Solutions Our interactive Info Points can be located in distant districts, to deliver support and services to the population. 6
7 Hardware Customizations Each Info Point station can be customized with all needed hardware devices, for e. g. : - Touch-screen monitor - Receiver / speakers - Identity card reader and/or a RFID reader - Digital signature solutions - Electronic payments tools / ATM - Scanner - Printer - Mouse and keyboard
8 How it works Our video contact center sessions are easymeeting™ calls connecting a video operator and a video caller in a one-toone session and are managed by a server and an Access Call Distribution Mechanism. Totem 1 Totem 2 PC 1 PC 2 Totem 3 PC 3 Service Center Call waiting n Call waiting i Call waiting 2 Whenever a Customer selects to talk to an Operator using a PC or a Kiosk , the system submits a call into the support center: queued calls are processed as soon as the Agent becomes available. Call waiting 1 Operator 2 Operator 4 Operator 3
Our Video Contact Centers The Operator can send customized documents, browse the database and extract data, analyze data-flow and assist users, improving their browsing experience. Users can get full assistance and clear and direct interaction with the company or institution. This is a great way to maximize customer relationships, enable richer collaboration and improve customer retention, building a tailored customer approach and a great interaction experience for high-profile Customers as well as for the most demanding Clients. 9
Video Contact Center Calls at a glance Users can engage in a one-to-one session from home, using his/her own PC. Thanks to an automatic mechanism, queued calls are processed as soon as the Operator becomes available so that the user can get fast and effective support. 10
Video Contact Center Support at a glance During the session, the Operator can send documents, presentations and extrapolate data to offer the best customer care experience in a safe and reserved way, increasing customer satisfaction and loyalty. Once the session is over, the Operator write a report and store it in the central database, so that a comprehensive view of contact center usage statistics can be displayed. 11
For more references, please visit www. feedbackitalia. com ASSOCIAZIONI: AIOCC – ALCYON – ANMIL – BIT INFORMATICA / COLDIRETTI LOMBARDIA – CNA - 12 CO. R. FI. LA. 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