Wow factor CustomerX! web based video platform. Gartner Cool Vendor

OMNI-CHANNEL & WORKFLOW BASEDVIDEO CUSTOMER ENGAGEMENTIntroduction of Inventia video platform ‘Connect’

Content

• Introduction

• What, for who, how and why

• Connect platform

• Partners involved

• Appendix

-2-

Introduction• Inventia (2012, Milan) is a software company specialized in Omnichannel

Video Engagement including transaction based workflow management

• Inventia has active relationships with established partners e.g. BT, ItalTel,

IBM (Cloud),NTT, Bassilichi, Wincor Nixdorf, Telecom Italia, Esprinet

• Business in the USA and North Europe through local distributors network

(Benelux and Nordics by Dirk Buursma RCES)

• Currently more than 30 Enterprise Customers

• Recognized by Gartner as cool vendor 2015

-3-

Inventia Connect

What

How

For who

Why

To provide customers an exceptional experience of communication with any product – or service provider, including the completion of a transaction, as powerful as face-to-face engagement, however against lower costs and higher productivity.

Any company that would like to engage with their customers in a human yet efficient way, supported by an omni-channel communication platform with higher service levels than physical branches.

By offering an omnichannel, video communication platform that is capable to manage a specific customer workflow, from a simple service to a complete, paid transaction, web based and easy to integrate with both front- and back-end infrastructures.

Current video communication solutions are developed to support endpoint-to-endpoint communication, with no possibility to manage a workflow as required within a sales and customer service process, routing capabilities and enabled for omnichannel communication.

-4-

Connect platform structure

-5-

CONTACTCENTER

BRANCHEMPLOYEE

CUSTOMER SERVICE

SMART

DEVICESBRANCH SHOPKIOSK

MOBILEDESKTOP

Customer Video Engagement

REMOITEHEALTHCARE

SOCIAL SECURITY

CUSTOMERCARE

PUBLIC SERVICES

TAX SUPPORT

COMMUNICATE

SHARE

IDENTIFYGET DOCUMENT

PROFILE

SIGN

PAY

DELIVER

The uniqueness of Connect is the capability of a web based video platform, that can be activated by customers at any device or at a physical kiosk. Any workflow can be supported, from an advisory consultation to a full transactional process.

Workflow management adapted to specific user case

Method of contact for customer

Examples of use cases

-6-

Peter wants to get a loan for a new house. He request a quote from virtual branch of his bank, but he is undecided

Peter contacts the Advisory Video on the App of his phone to stipulates the contract and decides to see themselves later in a Video Chat on PC with his wife

The same evening, Mario and his wife finally sign the contract with the Video Adviser in Video Chat

Video-operator is able to manage customer workflows moving from one touch point to another at different times.

Customer is able to start the video-engagement at any touch point, with the flexibility to continue the workflow at another touch point in a later stage

Video chat and integrated workflow management

-7-

Customer choice

Connect allows customers to start a video-chat at any device

-8-

• Simple Integration; comprehensive engagement rule management is included and easy to integrate with any legacy system by APIs and SDKs

• Video identification and Digital Signature solutions for legal compliant signature on documents and contracts

• Platform based on the standard WebRTC (video communication technology by Google), offers the highest video quality in any operative condition. Platform runs from AAS model or licensed on premises.

• Integrated Payment Gateway enables to manage the customer relationship till payment with many payment method (e.g. credit or debit card, PayPal)

Key features of Connect platform

-9-

Full service offering Connect offers a complete stack of functionalities that allows to include any workflow and integration in any IT-architecture. Secure.

-10-

• Client or Web based• Customer info• Devices management• Workflow management• Geo-localization• Multi-chat• Video recording• Document acquisition• Collaboration• Transfer to agent• Email • Payment Management• Txt/ Audio/ Video• Digital Signature• Video Identification

Customer Position

CustomerView

AgentView

Session Email

Trouble Ticketing

CustomerInfo

DocumentAcquisition

Session Video Recording

Co-BrowsingCo-Editing

Document Management

Queue management

DevicesStatus

ConversationWorkflow

Video operator console capabilitiesVideo-operator is able to manage customer chats and any workflow from remote location.

-11-

Examples of kiosks Different models for any need• Pro, with credit/debit card

payment system• Plus, with banknote

acceptance system and card dispenser

• Branch, suitable for Finance, with graph metric signature system

• Retail, designed of retail, with magnetic card dispenser

• Reception, for companies reception and hospitality

• Medic, for remote medical consultancy

A kiosk opens possibilities for a (temporary) physical branch at a location with relevant traffic, against significant lower costs per transaction compared to a traditional branch. This includes the combination of a traditional branch and a kiosk (high value customer engagement through branch employees, transactional or admin based processes handled by Connect platform)

-12-

Partners involved

Distributor and sales office of

Inventia’s Connect

Software company specialized in Omnichannel Video Engagement including transaction based workflow management

PresTop Group is the largest manufacturer and distributor of information kiosks, touch tables, touchscreens and (interactive) charging stations

Samsung Business providing technology that enables professional display solutions and mobility with an exceptional performance

-13-

Appendix

-14-

We give the possibility to an Agent through the video communication to engage a customer for starting a business process from up to 6 different touch points, to complete it in any end point, and at the same time interacting with customers taking the physical control of every device temporarily necessary to the process, to guide the customer step by step in a simple way, until the completion of the same.

Gartner has awarded us the title of COOL VENDOR 2015 IN ITALY classifying our technology as "unique" globally in the segment of video

Other Gartner publications 2015 including Inventia

GARTNER: Connect technology is unique

“to recreate the human sales and service experience by allowing a remote agent to complete a business workflow with a prospect/customer using a remote device such as a kiosk, vending machine, automated teller machine (ATM). In addition, a customer can start a business workflow interacting with a remote agent from a mobile device and then complete the transaction at a kiosk.

This is a unique capability in the current market of video chat.”

-15-

• Write once, run everywhere customer application

• Hardware abstraction layer available on Kiosks and on mobile devices

• Highly customizable and cross-platform remote invocation system

• Web based platform monitoring and configuration

• WebRTC ready platform

• Fully web-compatible PBX

Connect Platform - architecture

-16-

PositioningFundamental differences of Connect compared to e.g. Skype For Business: • Connect is an asymmetric webRTC based native Video Customer Engagement for commercial

purposes (asymmetric means that is the role vendor – customer journey is supported)• SFB is a pair-to-pair teleconferencing tool transformed from consumer video chat • Workflow and transaction, multichannel

Comparison of 9 characteristics to consider

-17-