Post on 04-Jun-2018
Kickstart Your Digital CX Transformation with PureCloudJeroen Buis & Katie Ritz
Digital Transformation
• How do end customers want to
communicate with contact centers?
• More and more end customers are
requesting the ability to interaction using
the applications they are already using and
are familiar with (Facebook, Twitter, SMS,
etc)
• End customers want to be mobile and want
to communicate when they have time.
• Web and mobile self-service interactions
have already overtaken all other channels –
2016 Forrester
What is Digital?
! Digital allows for additional ways to interact with your end customers outside of traditional voice channels.! Email, Web Chat, Messaging (SMS/Messaging
Platforms)
! Digital allows for traditional voice channels to have enhanced capabilities and features.! Screen Share, Co-browse
Email, Web Chat, Messaging (SMS/Messaging
Co-BrowseAllow end customers to share their view of a web page with your agents for both voice and chat interactions.
Allow your agents to interact with your end customers web pages and guide them to success.
Co-Browse Demo
Let's see Co-Browse in action!
Co-Browse – Agent Start Co-Browse
Co-Browse – Agent Start Co-BrowseAgent Start Co
Co-Browse – End User clicks to enter security key
Co-Browse – End User enters code
Co-Browse – End user sharing the website
Co-Browse – Agent view
Co-Browse – Masked data fields
Co-Browse – Agent View of Masked Fields
Co-Browse – Annotations
Co-Browse – Annotations
Co-Browse – Annotations
Co-Browse – End
Co-Browse – End
Co-Browse Setup
• Create a deployment key•Configure co-browsing options (allowed
domains, viewer take control, masking of sensitive fields)
•Add Co-Browse JavaScript API to your website source code•Use your deployment key in configuration•Set-up masking of sensitive fields•For Voice – configure website with a security
key field to be entered
Screen ShareAllow your end customers to share their full desktop or specific applications with your agents for both voice and chat interactions.
Launch a screen share from Chrome, Firefox or an application.
Screen Share Setup – Deployment Type
• Firefox – no additional configuration needed
• Chrome• Use PureCloud Chrome Extension• Create your own branded Chrome Extension
• With stand-alone application• Build screen share into existing application
• Any combination of all 3!
Screen Share Setup – Interaction Types
• Screen Share with Voice• Add a screen share button/security form to
website or application
• Screen Share with Chat• Add webchat JavaScript API to web page and
configure for Screen Share
Co-Browse vs Screen Share Functionality
Feature Description Co-Browse Screen Share
Share Web Pages X X
Share Desktop Applications X
Share Entire Desktop X
Configurable Masking of Sensitive Data X
Option for No End Customer Download X X
Agent Take Control X
Embedded Sharing in Proprietary
Application
X
Messaging – Inbound SMSYou can setup your inbound SMS channel and start communicating with your customers in less than 10 minutes!
SMS Setup
!Configure a Queue
!Create an Inbound Message Flow
!Purchase an SMS number (local, mobile or
Toll-Free numbers)
! Number available in 31 countries
! Outbound SMS supported to 200+ countries
! Vanity number searching and provisioning
!Configure Message Routing – Assign your
numbers to a message flow
!Get inbound SMS from your end customers
and respond!
SMS Demo
Let's see how easy it is to get up and running with SMS!
SMS – Queue
SMS – Inbound Message Flow
SMS – Inbound Message Flow
SMS - Routing
SMS – Add Number/Flow Association
SMS – Add Number/Flow Association
SMS – Number Search
SMS – Number Purchase
SMS – Number Purchase Confirmation
SMS – Agent Experience
SMS – Agent Experience
SMS – Agent Experience
SMS – Add Number/Flow Association
SMS – Agent experience – long message
Workforce Engagement Management (WEM)
Workforce Engagement Management• PureCloud supports WEM features across all Digital Channels:
• Recording• Screen recording• Quality Management• Workforce Management
• Forecasting • Scheduling• Intraday Monitoring
Quality Management
&
Analytics Demo
Messaging – Messaging Platforms
Coming soon to the Messaging channel is social messaging platforms.
End customers will be able to contact you through the social media platforms they use today!
Messaging Platforms
! Initially Support:! Facebook Messenger! Twitter Direct Message! LINE! More to come…
! Sticker Support! Images and Attachments! Full Quality Management and Workforce
Engagement Management support
What’s Next?Evaluate your organization and what are you doing to offer digital channels for your customers? Give Screen Share, Co-Browse, and SMS a try —Start your Digital Transformation Today!
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https://help.mypurecloud.com/articles/about-screen-share/https://help.mypurecloud.com/articles/about-co-browse/https://help.mypurecloud.com/articles/about-acd-messages/
PureCloud 101: Roadmap OverviewMagnolia Ballroom
PureCloud 401: Roadmap Deep DiveMagnolia Ballroom
3:00
4:15
Thank You!Katie.Ritz@genesys.comJeroen.Buis@genesys.com