Presentation made at the WebRTC Conference 2013 (Paris, France). The topic is call center applications and showing how the WebRTC channel is linked to existing customer service centre and showing how the web surfing habits and social media connections of new and existing customers are gathered in real time and displayed to the customer service agent in real time, which in turn is used to help the agent give the customer a better offering. Miguel Ponce de Leon, Waterford Institute Showing how the WebRTC channel is linked to their existing customer service centre and showing how the web surfing habits and social media connection (Facebook, Twitter and LinkedIn) of new and existing customers are gathered in real time and displayed to the customer service agent in real time, which in turn is used to help the agent give the customer a better mobile contract offering.

1. WebRTC in the Call Centre
December 2013
Miguel Ponce de Leon
Chief Architect (TSSG)

2. WebRTC
Online Engagement
Telco
Call Centre
Online
Engagement
Voice
Video
Conferencing
Social
Networking
Unified
Comms
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3. Customer
Communication

Online Engagement Technology

Customer Experience management

People Centred Computing
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4. Customer
Communication

Give the Customer the choice
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5. Customer
Communication

The communication is in-context, within the
existing workflow / process
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6. Giving more context to
the call

Customer was surfing before hand, must gather
that context.

Google Analytics

Piwik Stats
Keyword(s) on entering the page.
Referrer Site.
Page and site browsing history
Time on page
Location
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7. Social Media Channel

Login with Facebook, Twitter, G+

But this is a server side login



Cross-site scripting issues
Access tokens only provides temporary access to
SN APIs
Ask Only For Permissions You Need

More than six permissions experience a significant drop
off in the number of completed logins.
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8. Social Media integration


By the way only really want to know this customers
influence.
Customer is not logged in to their SN account.
–



Has to Authorise the web app.
What happens when they decide to not authorise
the web app.
Already logged in, but the web app is not
authorised.
Already logged in, web app is authorised.
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9. What to show in RealTime to the Agent ?

A new web portal for the Call Centre
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10. What to show in RealTime to the Agent ?

Agent Desktop on steroids, maybe too many
steroids !
User ID
Originating Page
Visitor Type
Location (based on IP)
Browser History
Social Profile
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11. What to show in RealTime to the Agent ?
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12. Contact

Miguel Ponce de Leon
Chief Technologist
 Email: miguelpdl@tssg.org



09/01/14
LinkedIn:
http://ie.linkedin.com/in/miguelpdl
Twitter: miguelpdl
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