Customer Contact Solutions

presents

Pauline is in a bus on the way to work. She needs to contact Air Fly.

“Oups !... I forgot to call Air Fly for my reservation !”

She looks for Air Fly’s contact number in her directory app (e.g. 118 712).

I hope chat is possible…

Great ! A Joyn icon ! This company can be reached through voice and chat.

chat

Pauline clicks the Joyn icon, then selects the media “Chat". She gets connected with an Interactive Chat Response (ICR).

She asks the ICR if she can change her flight reservation…

?...

She asks the ICR if she can change her flight reservation…

?...

… but Pauline needs to speak with a live agent. She selects another media “voice”

voice

″I will negotiate the charge for booking modification with an agent…″

voice

… but Pauline needs to speak with a live agent. She selects another media “voice”

″I will negotiate the charge for booking modification with an agent…″

voice

Nice ! No waiting time on voice media…

… but Pauline needs to speak with a live agent. She selects another media “voice”

Pauline starts conversation with an agent. The agent proposes new schedules.

Hello Pauline, welcome to Air Fly. You want to shift your booking ?

Pauline starts conversation with an agent. The agent proposes new schedules.

Hello, yes I would like to take a earlier flight

Pauline starts conversation with an agent. The agent proposes new schedules.

Hello Pauline, welcome to Air Fly. You want to shift your booking ?

Hello, yes I would like to take a earlier flight

OK, no problem. I send you the schedules by chat

Pauline starts conversation with an agent. The agent proposes new schedules.

Hello Pauline, welcome to Air Fly. You want to shift your booking ?

Hello, yes I would like to take a earlier flight

OK, no problem. I send you the schedules by chat

Pauline starts conversation with an agent. The agent proposes new schedules.

Hello Pauline, welcome to Air Fly. You want to shift your booking ?

During the whole session, IM channel remains open, allowing to transfer files, share content, etc…

15h15 is fine !

During the whole session, IM channel remains open, allowing to transfer files, share content, etc…

Perfect. Do you want to download your e-ticket on your smartphone ?

15h15 is fine !

During the whole session, IM channel remains open, allowing to transfer files, share content, etc…

Perfect. Do you want to download your e-ticket on your smartphone ?

15h15 is fine !

Yes please !

During the whole session, IM channel remains open, allowing to transfer files, share content, etc…

Perfect. Do you want to download your e-ticket on your smartphone ?

15h15 is fine !

Yes please !

During the whole session, IM channel remains open, allowing to transfer files, share content, etc…

Perfect. Do you want to download your e-ticket on your smartphone ?

15h15 is fine !

Yes please !

During the whole session, IM channel remains open, allowing to transfer files, share content, etc…

Pauline downloads her e-ticket, her flight is ready. She is satisfied…

with Joyn for customer contact solutions :

■ caller and callee are identified by phone numbers

with Joyn for customer contact solutions :

■ caller and callee are identified by phone numbers

■ a multimedia communication (chat, voice…) is established between the

caller from his/her Smartphone and the called enterprise

with Joyn for customer contact solutions :

■ caller and callee are identified by phone numbers

■ a multimedia communication (chat, voice…) is established between the

caller from his/her Smartphone and the called enterprise

■ companies continue to use either “special numbers” or “geographical”

numbers

with Joyn for customer contact solutions :

■ caller and callee are identified by phone numbers

■ a multimedia communication (chat, voice…) is established between the

caller from his/her Smartphone and the called enterprise

■ companies continue to use either “special numbers” or “geographical”

numbers

■ “special numbers” are enriched with multimodal features (voice, chat…)

with Joyn for customer contact solutions :

■ caller and callee are identified by phone numbers

■ a multimedia communication (chat, voice…) is established between the

caller from his/her Smartphone and the called enterprise

■ companies continue to use either “special numbers” or “geographical”

numbers

■ “special numbers” are enriched with multimodal features (voice, chat…)

■ Interactive Voice Responder (IVR) becomes Chat Responder “ICR”,

identifies the caller and provides him/her with simple information

with Joyn for customer contact solutions :

■ caller and callee are identified by phone numbers

■ a multimedia communication (chat, voice…) is established between the

caller from his/her Smartphone and the called enterprise

■ companies continue to use either “special numbers” or “geographical”

numbers

■ “special numbers” are enriched with multimodal features (voice, chat…)

■ Interactive Voice Responder (IVR) becomes Chat Responder “ICR”,

identifies the caller and provides him/her with simple information

■ voice + chat interaction removes voice queuing for the caller

with Joyn for customer contact solutions :

■ caller and callee are identified by phone numbers

■ a multimedia communication (chat, voice…) is established between the

caller from his/her Smartphone and the called enterprise

■ companies continue to use either “special numbers” or “geographical”

numbers

■ “special numbers” are enriched with multimodal features (voice, chat…)

■ Interactive Voice Responder (IVR) becomes Chat Responder “ICR”,

identifies the caller and provides him/her with simple information

■ voice + chat interaction removes voice queuing for the caller

■ voice + chat interaction increases the efficiency of the conversation

feature 1 : « Joyn enriched » directory app

Which

« Joyn for CCS »

features illustrated by

Air Fly use case ?

feature 2 : choice of a media on company contact number

( either « special » or « black » number)

Which

« Joyn for CCS »

features illustrated by

Air Fly use case ?

feature 3 : special number tariff information notification

(when chat session must be « over charged »)

Which

« Joyn for CCS »

features illustrated by

Air Fly use case ?

feature 4 : dialog with Interactive Chat Response (ICR)

for selfcare chat automation

Which

« Joyn for CCS »

features illustrated by

Air Fly use case ?

feature 5 : addition or change of media

during ongoing communication

Which

« Joyn for CCS »

features illustrated by

Air Fly use case ?

feature 6 : waiting time and agent availability notification

(via chat no voice queuing)

Which

« Joyn for CCS »

features illustrated by

Air Fly use case ?

feature 7 : special number tariff change

during ongoing communication

Which

« Joyn for CCS »

features illustrated by

Air Fly use case ?

feature 8 : file transfer & content sharing

during ongoing communication

Which

« Joyn for CCS »

features illustrated by

Air Fly use case ?