Video Contact Center

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
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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
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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.
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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.
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Our Info Point Solutions
Our interactive Info Points can be located in distant districts, to deliver
support and services to the population.
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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
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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
PC 1
Totem 2
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 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.
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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.
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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.
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For more references, please visit www.feedbackitalia.com
ASSOCIAZIONI: AIOCC – ALCYON
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