Web Contact Systems updates for Cisco Partners

1. Web contact System CONTACT CENTER 2.0: A DIFFERENT USER EXPERIENCE ProductOverview

2. Network GHIRBE Unified Communication CRM applications Business Intelligence Energia Intelligente R&D

3. WCS:Whatisit? Platformfor Web PortalRealTimeServices

5. Kiosk

6. Mobile

7. Virtualassistant

8. Webex

9. SemanticPoweredby 2.0

10. Platform Web Voice Portal Social Kiosk Mobile Other Unified Data Collection from every Channel UnifiedConfiguration and Control Wcsadminmodulgiveyou the opportunity to take control of yourplatform and your data. You can manageanychannel in A centralizedmanner, butall the data will be collected in the same way usingyourcrm/ctiplatform. Everycontactwill be managed with A contact center agent using A routingrule on yourcti

12. Escalation to A/V

13. Quickrepliesbased on shortcuts

15. High Definition video supported

16. Flash queue video support

18. 9 Business to Business New CollaborationModels The expert handlinghisown Buddy List can contactanother expert verifyingitsavailabilitystarting a IM session. It’s possibletoadd the samefeaturesto the intranet portal. Presence ( Buddy List) Expert to Expert (Real-Time Chat) IM Interface The expert handlinghisown Buddy List can contactanother expert verifyingitsavailabilitystarting a VOIP or video session. It’s possibletoadd the samefeaturesto the intranet portal. Presence ( Buddy List) Expert to Expert (Voice & Video) IM Interface Direct Call Direct Video An expert can contact via IM, audio or video the customer care toobtainsupport on services or productsheisproposingtocustomers (Operative Help Desk) Expert to Contact Center Call Customer Care

21. Formfillingsupport

23. Gas & Power

24. Retail

25. Public Administration… Video Communication Video queuing Simple Click ToCall

26. WCS mobile model Mobile Access Monitor (MAM) Policies Monitoring Capabilities Supported devices WCS Mobile Application Document Sharing URL Sharing Screen Sharing Presence IM Audio/Video SDK Click2Contact Button Info Operative features ADS CustomerThird Party App Android IOS Devices 13

28. Android

29. AppAccelerators (Titanium, PhoneGap, ecc..)Eudata Touch2Contact Customer Application

31. Web pagepushing

32. Self service system integration (IVR o virtualassistant)

33. Chat contact

35. Proactive WebExample Hi, I’m Paola. Can I help you? I’ve seenyou’re interestedaboutcarinsurances.. Action Collection Business Rules Navigation info Proactive Engine Check

36. WCS Model Proactive Web Web Presence Internet WCS Mobile Kiosk Integration UC

38. Session controller

39. Protocolconverter

40. Internet-to-Intranet Media Gateway Audio Video IM Docs Internet WCS FMS CustomerInfrastructure ACD Internal IM UC Tools Contact Center

42. Service/Licenseactivation and control

48. Web:

49. IM: HTML Or Flash

51. Usage of Eudata WCS PSTN Customer Care Web Secure Login CustomerProfile Blended Agent Do notexpose on the Web UC Infrastructure Movingcontacts from PSTN to Web permitcostsaving

52. CVP Infrastructure Web IM A/V Documentpushing Simple Co Browsing Desktop sharing Proactive web

53. Web Interaction Video Switch On Off Customer Webcam Chat Panel Web Portal Contents

54. Agent Interaction CRM Unique Agent Desktop Multichannel Management

55. Reference Generalinformation www.eudata.biz info@eudata.biz Commercial Informationsandro.parisi@eudata.biz Technical Information mirko.puliafito@eudata.biz Via Melchiorre Gioia 55/C20124 Milanotel : +39 (0)2 45495098fax : +39 (0)2 45495099 http://www.youtube.com/user/Eudatasrl