WCS product Release

WCS Releases

Blow the list of releases notes of WCS Eudata application. Select your version from the list below to read its release notes, available since release 4.3

Release notes

Release Date

EOS

EOM

EOL

Release 3.3

01/2012

06/2013

06/2014

06/2015

Release 4.0

12/2013

05/2015

05/2016

05/2017

Release 4.1

06/2014

11/2015

11/2016

11/2017

Release 4.2

12/2014

05/2016

05/2017

05/2018

Release 4.3

09/2015

02/2017

02/2018

02/2019

Release 4.4

03/2016

08/2017

08/2018

08/2019

Release 4.5

09/2016

03/2018

03/2019

04/2020

Release 4.6

03/2017

08/2018

08/2019

08/2020

WCS Compatibility Matrix

Following the list for all WCS Versions and it compatibility

WCS 4.2 / WCS 4.3/ WCS 4.4 / WCS 4.5/ WCS 4.6

Operating System Databases CISCO GENESYS AVAYA MICROSOFT IP PHONES ALTRO
Linux 32bit (reccommended RedHat/Centos) MySql Cisco Call Manager 5.x Sip Server genesys 6.x CM 3.0 (audio only) Microsoft Lync 2010 CP X-lite 4 ACME SBE
Linux 64bit GLIB 32bit (reccommended RedHat/Centos) Oracle Call Manager 6.x Sip Server genesys 7.x Microsoft Lync 2013 CP Eyebeam 1.5 Asterisk 1.4
Call Manager 7.x Sip Server genesys 8.x CP Bria 2.4 Asterisk 1.6
Call Manager 8.x Stream Manager 6.x CP Bria 3.x
Call Manager 9.x Stream Manager 7.x CUVA
Call Manager 10.x Media Manager 8.x CUPC
CCE 7.x IW 8.1 Cisco skinny phones
CCE 8.x WDE 8.5
CCE 9.x
CCE 10.x
CCX 9.x
CCX 10.x
SQL Server 2013+ CCX 11.x Microsoft S4B 2015

Convy features Matrix

Following the list for all Convy features

Matrix Convy

Area

Functionality

Note

NLP

Lexical analysis

These 4 levels of analysis and comprehension of text are automated and integrated inside any solution based on the Cogito technology

Grammatical analysis

Syntactic analysis

Semantic analysis

Entities recognition

Automatic recognition of persons, products, companies, organizations, not based on closed lists but on inference

Normalization

Recognition of language constructs as: homonymies, synonyms, hyperonymies, hyponymies…

Supported languages

Supported languages

12 supported languages: Italian, English, French, German, Spanish, Arabic, Korean, Chinese, Hebrew, Polish, Dutch, Greek

Level of coverage of the Italian language

450.000 predefined concepts, 6 million relationships among concepts

Personalization of the semantic network

Through a specific tool (Cogito Studio)

Telco Language Package

The general vocabulary over the years has been extended with specific telecommunication market-oriented terminology and concepts.

Through Cogito Studio it is possible to train the system to recognize particular terms and concepts of a specific company and its products and services offer

Natural Language Processing (NLP)

Integration through the natural Language

By means of the functionalities described above, Cogito enables the platform to the interaction in the natural language, to give the user an advanced experience that is not based on pre-determined Patterns for dialogues recognition and development

NLP Personalization

The interaction modality in NPL is customizable through Cogito Studio: this way the system is able to evolve through the changements of the customer needs

Automatic categorization

Text classification on the basis of a standard taxonomy

Various taxonomies are available, based on the international standards of the classification of information: news, intelligence, crimes, cybercrime, finance…

Texts classification on the basis of a personalized taxonomy

Through Cogito Studio it is possible to train the software to classify texts on the basis of a personalized taxonomy (for instance, the tree of the triplets of a CRM system)

Possibility to personalize the classification rules

Cogito Studio provides a specific language (C-Language) suitable for customizing and controlling with precision the logics of classification of any text or document

Information Extraction

Extraction of concepts from a text

Cogito can extract and process from a text not only simple words, but accurate and free of ambiguity concepts (for instance “access point”, “data network”, “optical fiber”, “IP address”…)

Structured data extraction

The system can recognize, extract and normalize structured data (for example customer code, fiscal code, dates)

Entities extraction

The system can recognize, extract and normalize entities like persons, product names, companies, organizations, cities, geographic locations, addresses

Data normalization

The extracted information are automatically normalized and reorganized (for example, a name can be split in first name and last name). Potential custom normalizations are managed in a simple way by Cogito Studio

Possibility to customize the extraction rules

Cogito Studio provides a dedicated language (E-Language) to customize and control with precision the extraction logics of the entities. This way, as well as the standard entities supplied out of the box, Cogito allows the recognition of complex entities specific to the customer context or the context in which Cogito has to intervene

Sentiment analysis

Sentiment recognition

The system detects the sentiment used to write a text at the entire document level or single phrase level

Sentiment ranking

The sentiment is not classified through a binary mode (positive/negative) but on a scale of values

Sentiment on the Entities

In the future it is possible to extend the sentiment not on a document or phrase level, but on a Entity level. So, every extracted entity will be classified as associated to a sentiment or not

Chatbot and multichannel conversation management

Multichannel conversational Engine

 

Supporting Facebook Messenger

 

Supporting Twitter

 

Supporting Telegram

 

Supporting Skype

Both Skype free and Skype for Business

Supporting Amazon Echo

 

Persistent Chat management on web

 

Management of email conversations

 

Livechat management

 

Sms management

 

IVR/Voice Portal management

 

Chatbot customization

Design of chat flows

Through the administration tool it is possible to set more chat depending on the fruition channel

Design of the conversation flow

The design of the conversation flow is completely customizable through a graphic interface

Intent recognition

The recognition can occur in different modes: semantic analysis of the user messages, keyword recognition, pattern matching rules and regular expression

Multi-intent management

Available politics of multi-intent management through a pre-defined order or disambiguation asked to the user

Semantic hooks

Possibility to understand customer requests during the conversation and perform jumps of context in different parts of the conversational tree

Conditional blocks

 

Semantic blocks

Native functionalities available thanks to the integration with Cogito

Multimedia menu

Possibility to implement multimedia menù with with the use of images, videos, sounds

Multimedia node

Possibility to implement multimedia card to send customers information material

Extraction of structured information from the conversation based on semantic analysis

Native functionalities available thanks to the integration with Cogito

Extraction of structured information from the conversation based on keywords

 

Extraction of structured information from the conversation based on pattern matching and/or regexp

 

Categorization of conversations

Native functionalities available thanks to the integration with Cogito and its relative functionalities of categorization on one or more categorization tree, also personalized

Email dispatch

 

Web Service Connector

Possibility to interact with external systems and applications via Web Service SOAP or REST

Database Connector

Possibility to record on an external database the data and information collected by the Chatbot

Salesforce Connector

Possibility to interact with Salesforce Service Cloud for the customer recognition and handover

Skype for Business (S4B) Connector

Skype for Business Connector

Versioning

Possibility to create and publish different version of the flows for development, testing and production

Multiple publishing

Possibility to publish the same flow on different channels

Handover management

Handover based on customer errors

Conversation forwarded after N attempts to interpret customer messages

Handover based on service timetable

Possibility to offer a callback calling for chats occurred out of the service hours of the contact center

Handover based on agents’ availability

Possibility to offer a callback calling due to agents’ unavailability (prior integration with a system of dynamic check of the agents’ availability)

Survey

Survey management

Possibility to provide surveys directly by questions/answers handled in chat or through an external link of a survey management site

Administration

Administration console

Web Administration Tool for Chatbot management and administration

Conversation data logs

All the chat data are tracked and recorded: IP, customer, device, text of the conversation…

Real time analytics

It allows the visualization of the active chats and a quantitative measurement of the tool usage through the graphic representation “Live Statistics”

History

It allows the recording of all the conversations on a database and the distribution of aggregate data for statistics

KPI Performance

The system tracks the number of received dialogs, managed by the system and closed, managed by error, closed due to timeout, handover to agent. All the management times are tracked

Semantic and Navigation analytics

Possibility to visualize detailed analytics of the conversations including the navigation of the flow nodes and of the semantic recognition

Market recognition

Patent technology

The Cogito platform has an international registered patent

Analysts’ rating

Forrester Research in June 2016 has nominated Expert System as one of the first 10 companies all over the world in the solutions market of Big Data Text Analytics.

Gartner in 2015 included Expert System among the main companies in the solution sector of Enterprise Search.

Eudata received from Gartner a Honorable Mention in the Magic Quadrant 2016 for the CRM Customer Engagement solutions

 

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