1. 2 We can 5 common problems CTIs, IVRs, ACDs and CSRs fielding phone calls are clueless about caller’s online history or possible reason for the initial.

We can5 common problems

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CTIs, IVRs, ACDs and CSRs fielding phone calls are clueless about caller’s online history or possible reason for the initial call.

Left in the Dark

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Marketing departments lack the tools to reach and target the online caller prior to and after speaking with a CSR.

Message Control

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Callers go through a long preamble before expressing what they need or want, and feel that having to verbalise their online page navigation history and typing is a waste of their time.

Caller Frustration

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Failure to capture, or establish the linkage between website activities and their resulting contact center revenues reduces the effectiveness of digital marketing efforts.

Leaving Money on the Table

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Incoming calls from high value prospects are lumped with those of low value resulting in higher wait time for valuable customers and failure to connect them instantly with specialised CSRs.

NO Real Time Client Segmentation

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To provide businesses with the tools that capture key information about contact center online callers, and present a seamless experience to online users as they navigate between the website and the contact center CSR

Our Mission

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Demo

User Experience CSR Screens Reports & ROI

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Predict inbound call value and prioritize based on user’s real-time digital behavior.

Recognize callers' needs and increase conversion from callers to action/sale while providing better up/cross selling capabilities.

Online Behavior Prioritizes Queue

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End-to-end analytics - from digital ads, web session, call to CSR, sales conversion and call value.

Improving digital advertising ROI.

Integrating web and voice metrics

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Revenue Growth: Collaboration tools to improve sales processes/conversion rates.

Cost Reductions / Efficiency Gains: Provide CSRs with tools to reduce average handling time (AHT).

Improving The Bottom Line

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Patented software leverages your existing

Contact Center and online platforms,

synchronizing the user’s web session with their

phone calls.

How does it work?

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The user’s real-time web session record and history is passed to

the CSR fielding the call, synchronizing the communication between

the web session and the contact center. This information affects the

IVR, reducing call abandonment, and modifies the queue (ACD) to

highlight valuable calls.

Deliverables

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Deployment Requirements

Integration process includes three main steps:1. Adding DID to existing PBX

2. Enabling the CTI to send four simple web services3. Inserting editable JS to the business website

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Deployment Resources

SaaS or On-Premise SolutionImplementation timetable for domain experts:

1-2 days JavaScript 1-2 days Web Services

1-2 days for Content Management

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Integration – Seamless CompatibilitySeamless integration with

Avaya (AES & IO Office) Cisco Call ManagerGenesysPanasonic (TDE and NS)Nortel CS1KEricsson – LG (iPECS)ViaDialogTadiran (Composit)

Vocalcom

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