Post on 29-Jan-2016
Feedback Italia S.p.A.
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Software house
which plans and develops
Softwares for Interactive
Video communication over
IP protocol
Feedback Italia S.p.A.
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Video Contact Center
Is the web release of easymeeting™ that allows - through the web browser - the
communication in audio and video between two users
The goal is to obtain a video contact center for remote users
A new way to communicate with your customers that is simple, fast and independent from
the physical location in which your partners are.
Use case list:
Pre-sales contact
After sales support
Customer care
Customer loyalty program
Specialist support
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Video Contact Center desktop conception
In its desktop conception, the service refers to the top customers of
insurance and bank branches
By using a simple PC equipped with webcam and microphone, users can enjoy the service directly from their desk.
They connect in a dedicated session One-to-One with a company expert, available for specialist advice, for further details or real time provisions.
..And all from your own PC with the security that comes from the use of the most modern encryption algorithms.
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Video Contact Centertotem modality
The application offers the possibility to set info points in different places as like as hall, agencies, stores, to use the video contact center interactively through standard hardware desks or external totem.
In this case the consultation service will be
related to the general public to show new
products and get further information
without going in one of the company’s office.
.
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Video Contact Centerhow it works
Videocontactcenter sessions are easymeeting™ calls in One-to-One mode between an user and a dedicated operator.The session is managed by a server and an Access Call Distribution mechanism.
A service center receives the call from the remote user’s PC and gives it to the queue to be processed by operators.
Totem 2Totem 1
Totem 3
PC 1
PC 2
PC 3
Service Center
Operator 1
Operator 2
Operator 4
Operator 3
Call waiting 1
Call waiting 2
Call waiting i
Call waiting n
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Video Contact Centerhow it works
The operator sends customized document, see
the database and extract data, perform the data-
flow analysis and have a complete control of digital
data as well as assists the user during the web
browsing
.
The user gets a full assistance and a clear and direct
relation with the company or the institution. This is a way to
implement loyalty strategies for users and to help their
needs to be informed as well as to assist totally both the
top client and the most fussy one.
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Video Contact Centerexample
The user calls a video
contact center of a products
company’s directly from
his own desk.
The automatic mechanism
that manages the queue
forwards the call to the first
available operator who is in
charge to provide assistance
to the user, according to his
needs.
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Video Contact Centerexample
At any time the operator can send
graphics, presentations or extrapolate
data on which to base his own analysis
for a consulting that is completely
dedicated , confidential and oriented
to the customers loyalty.
.
After the interaction, the operator inserts
the notes related to the conversation just
carried out. These information flow in the
central database from which you can
get all kind of statistics and data about
the use of the instrument.
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The Feedback Italia service on the Telecom Italia portal (PMI)
The Telecom Italia portal “PMI Net
Evolution” shows all the services provided by Feedback Italia
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Send an email to demo@feedbackitalia.it with:Your personal dataThe service you’d like to tryThe potential customer to whom you want to show the service
The Feedback Italia staff will respond immediately to
arrange a virtual appointment to describe all the features of
the product.
How to request a demo of the other services of Feedback Italia
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References - Health Sector
References - Services Sector
References – Finance Sector
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Reference – Industry Sector
References - Others
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Feedback Italia S.p.A.Via J. F. Kennedy, 10
10024 Moncalieri (TO)Tel: + 39 011 1950 1111 - Fax: + 39 011 1950 1199 – Email: infos@feedbackitalia.it
Office in Milan: Corso Venezia, 18 - c/o Palazzo Serbelloni, 3° floor
Role Riference Email
Commercial Enrico Pretta pretta@feedbackitalia.it
Marketing Lorella Balansino balansino@feedbackitalia.it
Communication Claudia Ambrosini ambrosini@feedbackitalia.it
Account Elena Cafarelli
Veronica Quinzi
Elisa Boscolo Pelo
cafarelli@feedbackitalia.it
quinzi@feedbackitalia.it
boscolo@feedbackitalia.it
Demo Annamaria Salerno salerno@feedbackitalia.it
Logistics Massimiliano Chiadò Piat chiado@feedbackitalia.it
Administration Rita Lardì lardi@feedbackitalia.it