Engage your customer using your web site or your mobile app using the secure access provided by WCS. A large number of customers (banks, utilities, retailers or public administrations) is using WCS to interact with customers, take a look to www.eudata.biz for more business cases!

1. Eudata Confidential© 2012 Eudata. All rights reserved. Eudata Confidential© 2013 Eudata. All rights reserved.
LEAP TO NEXT GENERATION
CUSTOMER CARE

2. Eudata Confidential© 2012 Eudata. All rights reserved. Eudata Confidential© 2013 Eudata. All rights reserved.
What we do
We develop products that enhance WEB
customer care performance
We are experts in integrating these products
into complex customer platforms
We specialize in multi-channel customer
interaction – Chat, Audio, Video, Mobile, Shared
Desktop & Proactive Engagement
What We Do

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Mission
“Provide the best in class Customer
Interaction Service through our easy to
use platform that enhances Customer
Care and Users interaction to a new
standard using Web, Mobile, Audio and
Video“

4. WCS Overview

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WCS
WCS (Web Customer Service)
connects customer and contact
center or experts using your web
portals and mobile APPs. The
engagement can be done either
statically or proactively based on
navigation or customer profiling.

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WCS
WCS provide the higher possible
customer experience via a
clientless interface that permits to
set up communications based on
chat, audio calls or video calls
During this sessions customer can
collaborate with the agent using
simple and powerful sharing
solutions

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WCS
The engagement of the
communication should be a
static or proactive click to
contact button or based on
the presence of the
customer/expert

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Customer
Experience
EMAIL, CHAT, AUDIO, VIDEO, SHARED
DESKTOP, PROACTIVE ENGAGEMENT

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Interfaces
Kiosk
Web
Mobile Devices

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UniqueSelling Points
Clientless (no download) and Browser-independent for the customer.
The SDK makes it fully customizable
One platform for all channels (Web, mobile, kiosk) - same licenses
Concurrent session Management = increased productivity
Integrated Reporting of all session types (contacts)
Support for Personal Advisor/Expert engagement
Benefits
Leverage Contact Center infrastructure (Available Connectors for
Cisco, Avaya, Genesys)
Improve the Customer Experience, with more channels, more devices and
collaboration opportunities
Reduced engagement time with customers = better customer experience + more
efficient agent time
Improve selling and upselling
Reduce phone costs on toll-free number (PSTN calls reduction)
Summary: Benefits and USP’s

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Business Impact: The impact on businesses is potentially high, because video is a media that
will please consumers, as well as serve as a useful tool for field technicians
Benefit Rating: High
Eudata WCS identified as a “sample vendor”
by Gartner in the Hype Cycle for CRM
Customer Service and Support, 2013
Published: 23 July 2013
Analyst: Michael Maoz
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors
with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of
fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular
purpose.
Video Chat for Customer Service

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Customer Engagement Models

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Web Contact Center
Web Portal SmartPhone & Tablet TextKiosk
PSTN
Toll Free
Contact Center
WebWeb Web Web
Chat
Audio Video
Sharing
Proactive Engagement

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WCS Proactive Engagement
Trace and engage customers
on the web, providing to the
agent all the informations
about customer navigation
Easy and real time
configuration of engagement
rules
Through the Web Reporting
tool provide informations about
the behavior of customers on
the web portal
Proactive
Engine
Define the business rules
Defiine where in the
web portal
Define the action
Navigation
Info
14/08/2013

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Local Branch
Expert Advisor
Create real time communications between Experts or branch staff and customers
Customer

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Communication
sales@eudata.biz
eudata
Via Melchiorre Gioia 55/C
20124 Milano
tel.: +39 02 45495098
fax : +39 02 45495099