Multichannel Interaction Recording

lapclassManagement

Nov 6, 2013 (3 years and 7 months ago)

69 views

Multichannel
Web Feedback Management

Multichannel Interaction
Recording

Multichannel Web Analytics

Social Web Interaction

E
-
Mail

Response

Management

E
-
mail management environment

with
optical character recognition
,

e
-
mail
routing, virtual

e
-
mail agent,
etc
.

Automated Text Analysis

Auto Categorize

Auto Responding


Keyword Recognition

Web Chat

Online, Web
-
text
-
based chat with

a
live agent, or speech
-
based

interaction
with a virtual assistant

Click
-
to
-
Chat

Proactive Chat

Group Chat

Video Chat

Collaborative

Browsing

Simultaneous browsing of a

Website
and sharing of
Web

page and space

Shopping Cart Assistance

Forms Completion

Virtual

Assistant

Interaction with a virtual person

or avatar
via the Web, SMS,

messenger
and other interfaces

Text
-
to
-
Text

Text
-
to
-
Speech

Speech
-
to
-
Text


Speech
-
to
-
Speech

Mobile

Services

Service
interaction and chat

via
mobile device or smart
phone

using
data and an SMS channel

Multimodal Service


Mobile
Web Chat

SMS
Service

Mobile
Video
Chat

Video

Services

Single directional video services
from agent to customer and
video guided assistance via
direct and social media

Outbound vide streaming

Training Videos

Social Networking “How To” Video Clips

Video Chat

Knowledge

Base

Self
-
Service

Web
-
based self
-
service using a

knowledge
-
management
-
type

solution
with a information

repository
and a search
engine

Corporate Knowledge

Agent Knowledge

Partner Knowledge

S
ocial
Knowledge

Community Knowledge

Search Knowledge