Download - Eudata e Unicredit @Forum banca 2014
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OMNICANALITÀ E INGAGGIO DIGITALE
L'esperienza integrata di comunicazione del cliente virtuale con la banca via portali e
applicazioni mobiliIl caso Unicredit: La banca Phigital
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#EudataBank--
@sandroparisi@eudatasrl@IIR_Italy
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un team di 70 risorse
focalizzato sui temi di digital engagement
Leader nel
Segmento Finance
Circa il 10% del fatturato reinvestito in
ricerca e sviluppo
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Video Chat for Customer Service
“We consider our inclusion in the Cool Vendor report by Gartner a great confirmation of our mission to enable our customers in providing the greatest digital experience while engaging their clients using web or mobile devices,” said Sandro Parisi, CEO of “Eudata srl”.
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customer engagement
is a top business
priority
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Benefici della Digital Transformation
3Customer Experience
Vantaggio competitivo
1 Company Vision
24Conversione e Fidelizzazione
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Your call is important for us, please hold….
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Ingaggia i tuoi clienti per
migliorare le vendite
(CX)
Servi i tuoi clienti attraverso evoluti
canali di comunicazioneVirtualizzando il punto di accesso
OttimizzaIl tempo di
lavoro e incrementa il tasso di first
call resolution
Rispetta i criteri di
sicurezza bancari
Eudata Solutions: WCS o Unyco
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La nuova visione del servizio clientiServizio Clienti
FilialiAgenzie
Remote ExpertCUSTOMERS
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EngagementStaticMobileProactiveExpert Advisor
CanaliEmailCall BackChat & MultichatAudioVideoCollaboration
CompanyAgent DeskReporting QualitativoRiutilizzo team e strumenti aziendali
Funzioni
On Cloud (Unyco)On Premise (WCS)
Stand AloneIntegrato
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Target Clienti in area Privata
Uso Supporto, Vendita
FunzionalitàMultichatVideochatCollaborationDesktop SharingCustomer Profile
Casi d’uso: Customer Service
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Agent Experience Full Web based Customer info Geolocalization Multichat Internal Trouble
Ticketing (Result) Collaboration Features Transfer to agent Email resume Audio and Video
Available also as Client or SDK (Java, .NET) for external integrations
Customer Position
Customer Info
Collaboration
Agent Status
Session Control
Hipo Sighted
Chat Window
Video Panel
(Option)
Session Email
Trouble Ticketing
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Desktop Sharing Cliente Operatore
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Casi d’uso: Expert Advisor e Agenzia Virtuale
Virtualizzazione dell’accesso alle filiali, o a esperti, attraverso il portale istituzionale o le applicazioni mobili. Local or Virtual BranchCustomer
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Casi d’uso: Sell to Prospect
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Anche Mobile!
Estende il deployment delle soluzioni Eudata
Moltiplica i punti di accesso
Semplifica il processo di supporto
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Forniamo la Migliore Video Chat del mercato
Supportiamo sia la modalità Contact Center che Expert Advisor/Filiale Virtuale
Integrazione con i Mobile Devices (via SDK)
Permettiamo di creare un’esperienza unica.
Qualsiasi componente può essere personalizzata secondo le esigenze
Vantaggio Competitivo
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Il caso UniCredit: la banca phigital
Marco VagneriniHead of Self Service Banking Italy
Milano, 30 Settembre 2014
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CANALIDIRETT
I
AGENZIA
LA BANCA PHYGITAL
21
Come le tecnologie cambiano il concetto di prossimità
DA…
Canali diretti non integratiOperatività self serviceFocus su cost saving
… A
OmnicanalitàRemote AdviceHuman Touch
DA…
Orari di accesso limitatiMeno staff = meno competenzeTecnologia analogicaRete di Agenzie
… A
Orari estesi Accesso a esperti remotiDigitalizzazione pervasiva Agenzie in Rete
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CANALIDIRETT
I
AGENZIA
LA BANCA PHYGITAL
Come la Remote Interaction modifica la customer experience su Web e in Agenzia
22
STARGATE ROOMSpecialisti Remoti a supporto dello staff
di Agenzia su prodotti-servizi più sofisticati e meno ricorrenti
VIDEO ROOMUno spazio unattended di consulenza e
assistenza, per estensione orari di Agenzia e gestione picchi di traffico
VIDEO-CHAT WEB SITEAssistenza e sviluppo commerciale per
Clienti e Prospect
MULTICHANNEL ADVISORVideoconsulenza da casa/ufficio con il
proprio Consulente di Agenzia
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More Infowww.eudata.biz/products/wcs/
eudataVia Melchiorre Gioia 55/C
20124 Milano
tel.: +39 02 45495098fax : +39 02 45495099