joyn demo at GSMA booth during MWC 2014

Contact Centre

powered

by

• The GSMA Network 2020 Programme is helping mobile operators towards an all-IP future

• IP-based network solutions are the only way of providing the flexibility and innovation to meet customer needs and helping maintain operator relevance and revenue.

• The IP-based rich communication platform - RCS, allows mobile operators to deliver enriched video, messaging and all-IP communication to Consumer and Enterprise customers.

• Find out how operators can monetise their services for a Contact centre

• Switching from a voice only to multi-channel contact services gives operators the opportunity to increase revenue and margin by delivering enriched call centre capabilities

IP-based Communication Services

• The Orange Contact Centre demonstration highlights how a consumer using his/her smartphone interacts with the airlines to change his/her return ticket.

• He/she uses RCS integrated services to select interactive chat response and engages a live conversation with a customer support agent to get a new boarding pass.

• The experience is simple, fast, seamless and strengthens overall customer satisfaction.

Orange Contact centre

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RCS mobile user

OrangeMobileNetwork

RCS Network-API GW Contact Centre

OMA RESTfulAPI

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Pauline starts an IM contact to the AirFly customer service desk

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The agent receives Pauline’s request

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Pauline simply chats her travel needs

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the agent checks available flights

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the agent checks available flights

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the agent provides Pauline with the flight options

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the agent generates the e-ticket

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the agent generates the e-ticket

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the agent prepares the e-ticket for sending

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a joyn file transfer is initiated

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the joyn file transfer is completed

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pauline easily checks her flight ticket

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the agent asks if more assistance is needed

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the agent asks Pauline if more assistance is required

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the agent closes the chat session

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the agent is available for a new session

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Find out more visit www.gsma.com/futurecommunications/

about joyn APIs please visit www.orangepartner.com