Cloud Contact Centerenhance your customer’s experience

WL Contact

Client interface

Agent and supervisor interfaces

Stay in contact on the move

The WL Contact package includes a mobile application which ensures your customers receive a better quality service from your contact centre, which includes:

• Self-service access

• Access to your telephone customer service with waiting queue from the mobile application

• Waiting time visibility

All the benefits of the Cloud for your cross-channel contact centre!

Simplify the everyday user experience Our interfaces have been specially designed by our ergonomics experts and designers to guarantee ease of use and maximise efficiency during the entire customer management process:

• An access portal to all these interfaces and third-party partner solutions with single authentication and rights management

• A multi-channel agent interface enables your agents to respond to your customers over all channels via a single interface. With an intuitive interface, most actions are available with 1 click to ensure the quickest possible response

• A completely customisable supervisor interface using drag and drop provides you with detailed information of your contact centre. All professional indicators and alerts put in place allow you to manage and take action in your contact centre in real time

• A rich and intuitive administrator interface gives you freedom to configure your contact centre as well as your IVR

Multi-channel Cloud-native solutions for over 10 yearsOur solution takes into account the characteristics of your contact centre in order to direct customer requests effectively across the following channels:

• Voice

• Email

• Chat

• SMS

• Social networks

• Fax

Distribute your contacts effectivelyOur solution takes into account the characteristics of your contact centre in order to direct customer requests effectively:

• Multi-site management

• Management of overflows and collaboration

• Objective and SLA-driven routing engine

Innovations for Customer RelationsAt Worldline, we continue to explore new approaches to customer relations to ensure our solutions are always at the forefront of your clients’ needs.

Client historyA key challenge for clients is cross channel communication as well as getting the right people to the right query.Our client log module keeps all the multi-channel communication details in one place and makes them available to the agents and managers in real time, so that they can provide more personalised welcomes and interactions.

SoftphoneThe simplification of everyday practices enables us to provide IP voice solutionsright at the workstation of the agents, reducing telephone costs and makingagent identification easier.

Voice recognition - voice biometricsWhether you want to speed up client recognition within seconds of the call, or provide authentication with probative value, our voice recognition solutions are quick, secure and reliable.

"Teleported" agentsConnecting to “expert” agents through a telepresence solution brings specialist knowledge to stores. A remotely-controlled communicating robot avatar creates a new videoconference experience. This original communication tool strengthens sales pitches and enables the processing of more complex sales, offering a unique customer experience!

The needs of your clients are constantly changing and increasingly becoming more interactive. To ensure your contact centres are always as efficient and accessible as possible, they too must constantly evolve. Worldline has designed a Cloud solution which enhances your contact centre through:• Higher customisation capacity• Integration into an existing ecosystem

(CRM, worksforce management, etc.)• Providing an SLA guarantee• Offering compliance with the highest

security standards (PCI DSS)• Speedier implementation

A comprehensive service offering

They trust usThe short number 36 35 is the portal for accessing all the voice services of the SNCF (the French railway company), one of the world's leading passenger transport, freight logistics and transportation.

“Our multilingual IVR are managed by the Worldline Contact solution, which handles millions of calls from our clients each year quickly and effectively. Thanks to an intelligent call distribution feature which directs calls depending on their type to our 700 agents throughout all our centres, we are able to offer our clients high accessibility, even during peak times or when there are specific issues.

”Jean-Christophe Durrieux, Remote Customer Care Manager at SNCF Voyages

Worldline manages all the IVR, ACD and mobile application services for Numericable, which represent more than 6 million incoming and outgoing contacts a year. Created when Numericable Group acquired SFR, Numericable-SFR leverages France's number one fiber optic network and a best-in-class mobile network to build the national leader of convergent fixed & mobile superfast broadband.

“Worldline was able to meet our expectations through speedy implementation of an easy-to-use solution. The provision of web applications enables us to manage our contact centres fully and autonomously and monitor our activities.

” David Lefevre, Technical Customer Service Manager at Numéricâble

Analysis of customer requests

Optimised routing

Multi-channel client knowledge

Customer knowledge base

Agent IP phones

Resource planning and optimisation

Contact

Multi-channel routing engine

Supervision, administration and centralised statistics

Intuitive and customised interfaces

A controlled solutionThe core of our solution is developed and operated by us to ensure upmost control and enable us to meet your needs perfectly with:

• 100% non-intrusive web solution

• Secure and adaptable platform designed to deal with your workload peaks

• A business model based on your business metrics

• No reliance on third-party publisher solutions

A high level of individual supportWorldline manages all customer relationship challenges through its’ specialised Business Center Contact. More than 120 customer relations experts are on hand to provide support and advice from pre-sales to project operation.

This approach enables us to be involved with the project from start to finish.

Key partners to enhance our offer

worldline.com Worldline is a registered trademark of Worldline SA. November 2015 © 2015 Worldline.

For further informationinfoWL@worldline.com

2.2billion

calls

20,000 concurrent

agents

3 billion SMS

28,000 concurrent

calls

Figures per year for 2014