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Agent Console Proof of Concept for Capita

Fully Integrated Omni-Channel Console  Live Help. Agent Console Proof of Concept for Capita. K 2 C Overview. Cloud-based Customer Engagement solutions with no intrusion into IT environment Focused on Online Sales & Customer Care market

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Agent Console Proof of Concept for Capita

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  1. Fully Integrated Omni-Channel Console  Live Help Agent Console Proof of Concept for Capita

  2. K2C Overview • Cloud-based Customer Engagement solutions with no intrusion into IT environment • Focused on Online Sales & Customer Care market • Scalable multi-lingual platform operating in 14 countries & 12 industries • State-of-the-art software with full Social Media integration • Unique IPR developed/ owned by Klick2Contact EU • Mobile chat screen available to be embedded in any Android, Windows or APPLE app • Full PCI compliant ability to take payments in chat or call back Klick2Contact Service Information

  3. K K2C’s Suite of Live Help Services • Klick2Call-Back – Instant Call Back to mobile or landline • Klick2Chat – Instant Chat online • K2C Social Agent – Full Social Media integration – Facebook, Twitter etc and offers ability to respond in real time instantly • K2C Email – All emails come into the console and can be responded to instantly in real time and are indexed for follow up • K2C Listening – live Social Web monitoring and analysis tool – all social media, news sites, websites blogs monitored in real time • K2C Knowledge Base – Internal and external Natural Conversational System which can include a Virtual Assistant • K2C WF– Intelligent Workflow Management /Customer complaints handling system Klick2Contact Service Information

  4. Powerful, scalable, secure, Omni-channel support in one intuitive, simple to use, un-intrusive browser based console Klick2Contact Service Information

  5. Omni- Channel Console • K2C allows a company to answer emails, chats, Facebook wall messages, Twitter, feedback, community and forum posts and voice calls from one integrated environment- No matter how many strands • It works in company emails as a call to action too • It works via company’s Facebook or Social Media Landing page • On banners • On Google ads • Creates Social Media responses as tickets – and allows live chat option in real time • Works with all Social Media Klick2Contact Service Information

  6. K2C Listening • Monitor conversations on the entire social web • K2C Listening tracks down all relevant conversations about a brand, product, competitor and industry. • All Major Social Networks • Millions of News sites, blogs and forums • Over 160 languages • In all countries • Real- Time • All in the Omni-channel console

  7. K2C Listening • K2C Listening provides a 360° view on the performance of your social campaigns, online reputation and social profiles. • Use our standard analytics, or slice & dice the data to create customized dashboards based on what’s important to you. • Deep Filtering • Real-time Analytics • Custom Dashboards • Discover Trends • Sentiment Analysis • Fans & Influencers • Top Photos & Videos • Demographics • Specialized performance reports on your social profiles

  8. DID YOU KNOW? “Over 66% of all shopping carts are abandoned for service related issues” Source: Forrester Research Why Clients use K2C: • It increases their online conversions • It combines chat, call back, social media and emails in one offering • It integrates fully with their Social Media/Communities/forums and pulls all these strands together • It enhances their customer care • It converts customers who would leave the site without doing anything • It utilizes and makes the most out of their existing website traffic • It enables full real time monitoring of the Social Web from one console Klick2Contact Service Information

  9. A Growing List of European Clients

  10. Klick2Contact – Integrated Multi-Channel Live Help • Innovative proven Cloud-based Customer Engagement Technology • Powerful, scalable, secure, multi-lingual multi-channel support in one intuitive, simple to use, un-intrusive Multi-Channel Agent console • Full Social Media and in-bound Email integration • Full integration with existing Company Customer Information • Comprehensive, integrated all-in-one solutions or stand alone products • K2C Listening monitors all mentions ABOUT a company and TO a company in real time from the web • Complete Back Office reports, Analytics and Charts – available in real time and exportable • Easy and fast to set up and implement on any website via one line of JavaScript • No intrusion into a customers IT environment • Works with tablets and mobiles too • Already working with in the UK and Europe with customers like NEXT, Ryanair, Yodel, BMW, Ticketmaster, The National Trust, Bournemouth Tourist Board and Xerox Klick2Contact Service Information

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