Chat Module Feature List

Transcription

1 Key Differentiators Seamless Integration Informed and empowered interactions in every channel and every touch point - inbound and outbound calls, , Web Chat, Social Media and SMS all from the same workstation. Seamless Call Automation Automates more without involving a live agent, but when seamless transfers occur, both agents and customers start with more context which enhances the experience. Enriched Options in customer interaction across channels, including social spaces. Ease of use Leverage unified communications and collaboration technologies across the enterprise. Deployment Flexibility Flexible, scalable, sophisticated enhancements, for simple to complex needs. Unified Architecture Enabled by technology, the contact is a consistent, differentiating experience, even when customers switch channels. Key Components Self Service Option Chat-Bots. A Chat-Bot is a computer program you can talk to, through messaging apps, chat windows or Integrating further with Voice and Video Media. Agent-less conversations can be provided by Chat Bots, providing auto responses based on keywords and business process rules. Reduction in costs for simple queries and "front line" Agent-less services. Chatbots bring companies game-changing opportunities for rethinking the customers experience and developing new channels of customer interaction in key areas such as Stress Reduction. Instant Response. Extending the Service. Agent Assisted Chat Chat from Website Without Web Form - Allows a connection immediately with an agent on selecting the option "Click to Chat" embedded on a website. With Web Form - A webform, or HTML form on a web page allows a user to enter data that is sent to a server for processing. Forms can resemble paper or database forms because web users fill out the forms using checkboxes, radio buttons, or text fields. For example, forms can be used to enter shipping or credit card data to order a product or start chat. Web form - > Schedule Reply - Allows for auto responses in case of agent non-availability, capturing information from the visitor to allow a scheduled callback.

2 Chat from Website Without Web Form Allows a connection immediately with an agent on selecting the option "Click to Chat" embedded on a website. With Web Form Allows the website visitor to complete an information pane prior to a chat session being initiated, providing the Agent with context for the interaction. Web forms can be configured to the customers requirements. Web form - > Schedule Reply Allows for auto responses in case of agent non-availability, capturing information from the visitor to allow a scheduled callback. Allows business processing for chat interactions directly on web sites. Allows business processing for chat interactions directly on web sites with additional information requiring completion by the visitor - also used for data mining and reporting. Allows business rules to be applied for resource non-availability and providing the means to call-back visitors from that time. Chat Routing Options Skill based Routing - FIFO Allocations for web chat can be provided on the basis of the Agent who was made "Available" first. Skill based Routing - Round Robin Allocations for web chat can be provided on the basis of a round robin, where Agents may be selected in a linear manner. Skill based Routing - Least Loaded Allocations for web chat can be provided on the basis the Agent with the least interactions queued. Skill based Routing (language/product) Allocations for web chat can be provided on the basis of skills, products or other identifying criteria, determined by the customer. Resource/Floor Management. CRM integrations CRM Connector for different CRM's System connectors are available for integrations and screen pops with multiple CRM and single sign-on options. For example; Siebel, MS Dynamics, Sales Force, Pivotal, TALISMA, CRM Next. URL based screen pop up with CRM and integrating with any CRM are also available. Connector for different ERP Solutions System connectors are available for integrations and screen pops with multiple ERP and single sign-on options. For example; Oodoo. URL based screen pop up with ERP and integrating with any ERP system are also available. Providing enhanced system integrations which reduces work effort by removing duplication. Bandwidth Indicator Bandwidth Indicator A Network Bandwidth indicator displays the speed and availability of an Internet connection for the media being operated. Provides Agents, operational and technical areas with an indication of the relative health of the connected Network. Multi Lingual Multi Lingual Multilingual Chat transcripts for visitors and Agents, allows for the chosen language provided by the customer. Allows for chat session interactions in multiple languages.

3 2-way Doc Push 2-way Doc Push Provides the ability to send a link or document within the chat module, allowing for real-time queries to be completed on line. Spell check for agents Spell check for agents Spell check is available for correction of spellings entered by Agents. Supporting Agents, allowing them to provide quality services. chat chat Chat transcription can be ed to customer at the end of conversations. Auto-Fill options Auto-Fill Provides scripted auto-fill definitions and words corrections for chat interactions. Define templates for s Define templates for s Standard Templates can be defined for transcription of chat to be sent to customers. Share Links Share Links Allows the website entry page URL to be appended to the chat, giving the Agent more context for reference for the duration of the chat. Agent/Resource supporting feature. OLM features - Agent monitoring Graphical Dashboard Key call/caller metrics can be displayed in real-time in the Agents desktop. Wallboard Key call/caller metrics can be displayed in real-time to Wallboards or external monitors (with integration). To assist with Agent resource information, real time monitoring of following metrics are provided in real-time; total agents logged in, abandoned calls, not available agents, Average waiting time, Talking agents, Hold Agents, wrap-up agents, Total calls handled, for All agents handling Inbound calls. To assist with floor management and general SLA monitoring, real time monitoring of following metrics are provided in real-time to wallboards or external monitors; total agents logged in, abandoned calls, not available agents, Average waiting time, Talking agents, Hold Agents, wrap-up agents, Total calls handled, for All agents handling Inbound calls.

4 Mobile app based Supervisor monitoring Mobile app based Supervisor monitoring Allows supervisors the ability to monitor Agent inbound chat sessions. Floor Management. Agent performance analysis. Supervisor interventions for live calls; coaching, supervision and assistance. Remote / Local DB integration Integration with Customer DB The system integrates in real-time for voice, chat and video communications through web resources / web sites, popular CMS & e- Commerce platforms, adding real-time communications channels instantly. Provides business integrations with internal marketing platforms and back office processes. Reports and Analysis Agent Login Report Provides business intelligence information relating to the total login time of Agents. Customer History Report Provides business intelligence information relating to customer interactions and the number of chat requests per identified customer. Agent Disposition Report Provides business intelligence information relating to dispositions, referrals and data tagging provided by Agents. Agent Conversation Count Report Provides business intelligence information relating to the total number of chat sessions operated by the Agent. Customer Leave Message Report Provides business intelligence information relating to the total number of messages left by visitors during periods of Agent non-availability. Business Intelligence and Management Information provisions. Time Zone Management Time Zone definition Based on the time zone and states definition, the system identifies the local time of destination and decides if calls are to be dialed to destination, based on rules defined. Allows business rules to be applied for time zone differentiations. Routing to multiple centers Routing to Delivery Center Allows interaction connections and management of outsourced delivery centers. Screen Capture Screen Capture The screen capture functionality allows recording of the agent s desktop screen for monitoring and recording purposes. This feature also allows for screen data protection, ensuring sensitive data is masked before recording. Recording occurs from call pick-up to disposal via CRM completion. The feature captures both video and two-way voice conversations throughout the interaction. Supports business risk management. Supports business quality monitoring & Agent training. Provides compliant capturing, ensuring sensitive data and information is not recorded. Provides the ability to connect outsourced, third-parties into the business domain.

5 Routing to home agents Routing to home agents Allows interaction connections and management of home Agents. Provides the ability to connect home Agents into the business domain. Multi lingual unified Toolbar interface / Mobile App interface Different Multilingual Capabilities Multilingual CRM and Unified Agent Screens for Agents to utilize the chosen language provided by the customer. Provides multi-lingual capabilities through CRM systems, supporting extended character sets. Routing to dealer / stores via their land line / GSM/ Mobile App / Browser Routing to Dealers/ Connectivity to branch office Allows interaction connections and management of Dealers and Branches. Provides the ability to connect home external Dealers and business Branches into the business domain. Nearest resource connection Nearest resource connection Provides a geo-location service to allow the identification of a resource closest to the customer to assist in delivery of their request. Example; field Agent, dealership, sales executive, branch, Stockist, etc. Device Agnostic Desktop with Speaker and Mic The system supports desktop multimedia integrations with standard headphones, external speakers and on-board microphones. Laptop with speaker and Mic The system supports laptop multimedia integrations with standard headphones, external speakers and on-board microphones. Smart phone The system supports mobile / smartphone app integrations for Agents. Tablet The system supports Tablet integrations for Agents. The JODO Platform is device agnostic and save costs in infrastructure. Provides the ability to locate local resources to assist with customer requirements. Mobile App based pull voice / video / chat Mobile App based pull voice / video / chat Provision of mobile application integrations connecting calls with field agents, dealers, stores with media from different channels (Video, Chat & Voice). Provides the ability to connect home external Dealers and business Branches into the business domain via mobile applications.

6 Add-On s* Screen Share functionality Screen Sharing and Live Assistance Allows for Agents to assist customers online by sharing their screen and showing options/live help to client to complete the transaction. Extended capabilities for Agents to assist visitors with the inclusion of document push and screen assist. Social Media Integration Social Media Integration Visitors can initiate chat through Social media campaigns and start and interaction through different medias from social media sites. Extended capabilities and more channels for implementation of chat modules within social media means build once - implement on many channels. Interoperability with Video and voice Interoperability with Video and voice The system supports interoperability and connectivity of customers with Chat and Document push options, supporting real-time interactions. Also, supported it an automatic switch over of interaction channels, allowing for a seamless change over from one channel to another. Example; Chat to Voice. Provides supporting business functions to Agents and customers, allowing for the passage of documents and interoperability of interaction channels in real-time. *These are available separately based on Customer Requirements and charged separately.

7 Additional Medias & Features* Voice -Outbound (Progressive, Predictive, Preview) Supports IP to IP calling (Browser based communication on websites using WebRTC and allows customers to execute operations Globally and handling Real-time Voice and Video Interaction). IP to PSTN calling available. Internal/External Conferencing. Progressive, Preview, Predictive and Messenger Dialer Modes Available. Time zone Management. Compliance and Security Management. DND Management. Complete integration with mobile application (JODO Mobile). Skill based routing (Language/Product). CRM integration (MS Dynamics. Sales force, Woo Commerce). Easily integration with websites. Report Scheduler. Web-Chat Omnichannel integration with Voice and Video with chat. Send and receive documents of any format (Document Push Integration). Social media integration (User or customer can start a chat session from their social media page of choice). Integrate chat on any website (WordPress, HTML etc.). Chatbots. Device Agnostic, works on tablets, smartphones, desktops. Chats can be monitored and recorded (Exported to word file for review and evaluation). Transfer of Chats to Subject Matter Expert for escalations. Skill based routing of chats based on product/location/language. It supports 26 different languages and has translation built-in (E.g. If customer types in French the agent can choose to receive it in his/her local language). GPS and maps integration (Agent can share locations with customers, dealers and other employees when needed) Report Scheduler. Media Supports sending bulk s for multiple process requirements and Management Module to handle Customer Mails and Escalations. Allows the agent to track the history of , forward the s to other users, reply to s, escalate mails internally to supervisors, create a ticket and track the same using a single interface. Route mails based on Keywords and subject line. Multiple customized templates to send s. These templates automatically pick up data from database before is sent to customer Report Scheduler. Social Media Allows capturing posts from Social Media platform (Facebook/Twitter). Engage with customers anytime, anywhere and provide consistent customer experience. Provide real-time customer support and get feedbacks. Build awareness, reputation, generate leads and improve social media presence. Helps capturing social media data, analyze it using Jodo Cloud s online monitoring dashboard, MOBILE Apps Available on IOS & Android. Omnichannel communication integration with video, voice, social media & chat. Multi lingual chat support. GPS and map location support. Integrate, monitor, manage & control dealers, distributors, employees and integrate customer web chat directly into the mobile app for quick responses from employees wherever they are. GPS Integration Connect to field employees identifying the location of customers. Useful for Service Assistance in tracking Customers and connecting to Nearest Dealer/Service Location. Identification of Nearest Dealer/Store/ATM/Branch and assisting customers based on their location. *Commercials Applicable based on Media Selection.