On the top of a real time session it is possible to add several collaboration capabilities to drive the customer to solve a problem or complete a transaction
Once a conversation is started with a customer, the usage of collaboration tools is strongly desired by customers. They transform an online conversation into a virtual desk where documents, web pages or contract can be shared, discussed and modified
The Eudata collaboration kit is composed of several capabilities that can be used in different cases:
Linksharing: it is possible to share a web link between the parties of the conversation. Useful to share product details, informative notes, terms and conditions, etc. The process is available both for customers and company representative (agent or expert). Once shared, the link will be loaded inside a web page after an explicit acceptance of the other party (this action can be skipped customizing the interface).
Document Sharing: it is possible to share a document between the parties of the conversation. which is useful to share contracts, data sheets, informative notes, terms and conditions, etc. The process is available both for customers and for company representative (agent or expert). Once shared, the document will be loaded inside a web page after an explicit acceptance by the other party (this action can be skipped customizing the interface)
Desktop Sharing: it is the most complete way to share content and to collaborate. One of the parties can share his screen, a part of it or a specific application with the other party, who will see it inside a web browser page. Simply and strongly, it works on PCs and Mobile devices
Agent/Expert Desktop: the collaboration capabilities on the agent/expert side are parts of the web desktop application. Each feature is designed to be simply accessible and fast. It is also possible to upload precomposed links (shortcuts) that can be used by the agent/expert to reduce the effort and have a standard process.
Customizing the experience via SDK: the collaboration platform is a part of the SDKs’ libraries and can be customized in terms of UI and process based on customer’s expectation.