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• Company
• Developing Enterprise Level crowdsourcing platform &
Social CRM solution
• Operating in USA and Europe since 2008
• Customers
• Active in Mktg & CRM markets in Telco, Finance, Media,
Government industries (>$1M revenues in 2011)
• Recognition: CrowdEngineering has been recognized by
industry analysts for uniqueness of its social CRM approach
• IP: secured patent 8,099,311 for smart crowdsourcing
CrowdEngineering
Call deflection is easy
Full Service Call Center
Community Forums
Self Service
Why don’t more users select these channels?
75% 20% 5%
If only more users selected these lower cost channels…
CrowdEngineering: Call Deflection Made Easy
Innovative approach to self service and community support can reduce contact center load by another 10-15%
Full Service Call Center
Community Forums
Self Service
60% 25% 15%
Step 1: Make it easy
My DVR isn’t recording…
Step 2: Reliable Community Support
Apply CRM call center processes, skills based routing, escalation, SLAs, reporting and more, to crowd support
Every ticket closed
User submits question online
CrowdForce automatically assigns question to best available expert
Expert answers or diverts to another expert or to a CSR
Expert responds and user receives immediate notification of answer
Recognize and reward
All experts are ranked. Reward your top contributors
The system will not assign new questions to “experts” with poor ratings
Step 3: Answer Central
All questions and answers are recorded and automatically suggested when new issues are entered
Customize and integrate
Fine tune the workflow. Implement SLAs
CrowdForce is installed on premise and integrates with your existing UI and CRM)
Crowd4Self Bridging the Gap
Crowdsourcing
Small/Medium
Businesses
Departments
Individuals
Crowd4Self
Crowd4Self: the evolution
