BELGIUM 9 Klapdorp, 2000 Antwerpen FRANCE 13 Rue Auber, 75009 Paris NETHERLANDS 290 Weena, 3012 NJ Rotterdam

LEADS ANY TOUCHPOINT TO A CONSISTENT CUSTOMER EXPERIENCE.

CASE MANAGER

On the way to digitalizing customer experience, contact centres cannot afford the silo effect, nor

the burden of long and complex integration projects.

With comways’ Case Manager, you get not only ready-to-use modules and rich connectors, but also a team with high degree of experience to support you at the solutions level, so that you can focus on your business growth. High-quality customer experience is top priority of any customer centric organization but it is not always easy to achieve.

Many contact centres adopt solutions that require high degree of customization and integration, resulting in long time-to-market and missed ROI. A result that can be very frustrating for the organization and its executives as their digital transition becomes much longer and costly than planned.

From experience of more than 10 years in helping leading organizations across Europe, we know it doesn’t have to be this way.

Trusted by leading European contact centres for our secured and effective delivery.

The Case Manager was created to help our clients to deliver personalized and engaging customer experiences without the burden of complex integration of multiple technologies.

Contact centres across Europe trust us because they know comways is all about cost-effective solutions, attractive usage pricing (TCO), agile deployment and flexibility to scale, so the technology can adjust to their needs and not the other way around.

BELGIUM 9 Klapdorp, 2000 Antwerpen FRANCE 13 Rue Auber, 75009 Paris NETHERLANDS 290 Weena, 3012 NJ Rotterdam

The Case Manager being already widely used represents an incredible market advantage and paves your way to a

successful digital transformation, free of silos.

“Managing customers’ requests via a single omnichannel hub and structure them in cases helps us to engage the most skilled resource, to accelerate resolution and overcome silos”.

“Case Manager enabled us to integrate our back-office applications into a single user interface for the agent, have better control on SLA and offer customers with multiple self-service possibilities”.

“Case Manager is a key component in our strategy to engage with our customers across any media; we do it already over Web, Email and Calls. Next to come are Social Media and Chat”.

650 Users 120 Users 20 Users

Embracing a collection of workflows and connectors, the Case Manager is a framework built on top of existing technologies.

Case Manager is available as a plug-in for several CTI/CRM platforms, namely Xperience of Altitude, OTCS of Alcatel-Lucent and Service Cloud of Salesforce.

Case Manager leverages not only on proven and matured technologies but also on extensive clients’ experience as referenced herein. This ensures you can start operating in day one, because it was already implemented successfully in multiple contact centres across sectors and gives you the benefit of more than a thousand man-years of user experience.

BELGIUM 9 Klapdorp, 2000 Antwerpen FRANCE 13 Rue Auber, 75009 Paris NETHERLANDS 290 Weena, 3012 NJ Rotterdam

Vincent Fraselle, PAS’ Group Manager

Dirk De Spiegelaere, Customer Service

Manager

David Favest, VP Marketing

End-to-end customer engagement.Workflow that you can customize and automate.

Case Manager’s job is to make the lives of your customers and agents easier so they can focus on getting better results. It can automate most of the processes, but also allows

the agent to keep control and perform manual adjustments when required.

OVERVIEW OF AN END-TO-END ENGAGEMENT WORKFLOW

New Activity - gets automatically assigned to the right agent.A new interaction via any channel, or a task, is automatically assigned to an agent per predefined skills and priorities. It can be a new inbound/outbound interaction in a “push” or “pull” mode, an existing case pending its next resolution step, or a back-office task.

Customer Identification – both automatic and manual options available.Automatically identify customers based on one of the available contact details in the database (like a phone number or an e- mail address), or by customer ID. You also get several categories and filters for a manual search to back it up.

Case Creation - by an intelligentrouting engine.A new case is created for any new interaction that doesn’t have an open case. The intelligent-routing engine can capture an existing case number, and the agent has the option to assign the new interaction to an existing or a new case.

Case Classification - multilevel hierarchy with overruling option.Get a fast classification process based on a multilevel hierarchy which you can automate based on keywords, webform or predefined workflows - but leave the option open for agents to overrule the classification when needed.

Case Treatment - single or multiple iterations in any channel.Resolve a case in using natively-supported workflows and statuses, including transfer, escalate, consult, validate, postpone and more. Handle cases on one channel or offer cross-channel support, such as starting the conversation via chat, and completing it via email or phone.

BELGIUM 9 Klapdorp, 2000 Antwerpen FRANCE 13 Rue Auber, 75009 Paris NETHERLANDS 290 Weena, 3012 NJ Rotterdam

360 Analytics

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Hierarchical structure that gives you analytical view of customer experience and costs.

HIGH-LEVEL STRUCTURE OVERVIEW

It’s finally easy to stay in control of your customer experiences, engagement processes and contact center efficiency. With its key analytics and structure you can move from reactive

to proactive and consistent optimization mode, identify trends and take decisions.

AccountA customer registered in the database, with whom the agent is engaging

CaseA distinguished service request or assignment performed for an Account

ActivityA Task or Interaction handled as part of the Case resolution process

TaskAn action performed within the Activity timeframe

InteractionA conversation in any channel (voice, video, email, SOME, chat...)

BELGIUM 9 Klapdorp, 2000 Antwerpen FRANCE 13 Rue Auber, 75009 Paris NETHERLANDS 290 Weena, 3012 NJ Rotterdam

Interaction nInteraction 1

Account

Case nCase 1

Activity nActivity 1

Task nTask 1

Illustration of deployment on Altitude Xperience

BELGIUM 9 Klapdorp, 2000 Antwerpen FRANCE 13 Rue Auber, 75009 Paris NETHERLANDS 290 Weena, 3012 NJ Rotterdam

Ergonomic and intuitive user interface.

Designed by an operational environments specialist, ensures your agents have everything they need to succeed.

Illustration of deployment on Salesforce

BELGIUM 9 Klapdorp, 2000 Antwerpen FRANCE 13 Rue Auber, 75009 Paris NETHERLANDS 290 Weena, 3012 NJ Rotterdam

With so many functionalities included, agents get all they need to digitally engage.

Interactions Hub Single cockpit to engage with customers via any touchpoint, including digital channels, email, calls and video.

Customer Data Business tables to store customers’ records, including links to existing CRM or any other data source.

Case Features Automated popup, search case, link to existing case, split case for separate handling, duplicate, link to known problem.

Campaigns Class actions, grouping of flagged cases for common actions, automated response based on predefined scenarios.

Self-ServiceOptimal synergy between chat/voice bots and humans to maximize customer experience and minimize organization costs.

Templates Configurable templates to answer customers in a consistent manner and reduce conversation handling time.

LanguagesSupport of any Latin alphabet language per user preference. Already available in English, French and Dutch.

Customer FeedbackVoice or textual survey to collect quick feedback on the customer experience, including alerts and reports for corrective actions.

Case Entity All conversations and activities are associated to a specific customer request, and are tracked as unique cases.

Identification Automated identification to activate a predefined workflow, based on case number, customer type, keyword, language, etc.

Case Insights Statuses to track resolution progress, flags to monitor issues’ trends, cost of service, SLA adherence, etc.

Case ActivitiesTransfer to another user/team, escalate to an expert for consultation or approval, schedule for future handling, etc.

IntegrationOffline/online connectors available based on Web services and DB lookups, including CRM, BI, WFM, Quality, ERP, etc.

OmnichannelSeamless continuity of a conversation across channels, regardless of the initiation media or device.

360° ViewFront and back office users get an overall view of all case details for any customer’s lifecycle and history.

BELGIUM 9 Klapdorp, 2000 Antwerpen FRANCE 13 Rue Auber, 75009 Paris NETHERLANDS 290 Weena, 3012 NJ Rotterdam

Making everyone in the engagement ecosystem happier and more successful.

tasks and easy to access customer data in a single interface:

AGENTS GET

Assignments are based on skills and availabilities

Relevant customer information in one place, with the ability to edit it or create a new one

Contacts history by case, channel, agent and dates

All channels handled via the same user interface

Click to access knowledge base of back-office systems

Guided workflows

Templates

Consistent service experience across channels:

CUSTOMERS GET

Better service experience

Consistency across channels/devices

Request is tracked and followed up

No need to repeat things to a new agent or in a new channel

Issues resolved much faster

Real time data and deeper operational control:

SUPERVISORS GET

SLA control

Quality control

Real-time view across channels

Events/Trends alerts

Dynamic assignments of resources/tasks/cases

Process

Reports

Integrator engaged in the most fascinating area of any business that cares about its customers’ happiness. Based in Antwerp, Paris & Rotterdam, we provide and integrate contact center solutions to leading brands across Europe, in cloud and/or on premise mode, to improve the quality of conversations between customers and organizations - both human agents and bots.

BELGIUM 9 Klapdorp, 2000 Antwerpen FRANCE 13 Rue Auber, 75009 Paris NETHERLANDS 290 Weena, 3012 NJ Rotterdam

Available Plug-in.

About comways

www.comways.eu | sales@comways.eu

Altitude Xperience is a Unified Customer Interaction suite that includes a universal queue for all media types and a smart engine for routing based on skills, context and priorities. It offers agents a unified omnichannel access to all customer interactions and provides managers with a portal, accessible from anywhere, allowing real time monitoring of the contact centre operation and the customer experience.www.altitude.com

The Alcatel-Lucent Open Touch Customer Service Suite is a modular contact centre solution that unifies all communication media throughout the organization with real time KPIs. It allows contact centre managers to focus on key goals by monitoring, in real time, operations and business outcomes and take immediate actions to improve productivity and results.www.OpenTouchCustomerService.com

Service Cloud is the customer service application of the Salesforce CRM Suite. It keeps customers happy and your support team sane, whether your customers reach out to you by email, phone, social media, online communities, or real-time Web chat. Giving your customers a choice in how they communicate with your company is the first step towards delivering extraordinary service. www.salesforce.com/eu/products/service-cloud/overview/