vivocha is the only integrated platform for managing web-based interaction channels - Chat, VoIP, Call Me Back, Video over IP - equipped with a powerful and flexible Proactive Engine (web analytics, rules-based proactive interactions, behavioral targeting), Collaboration options (document and form sharing) and Knowledge Base tools for the real-time management of online customer interactions.

1. [rel. 3.4]
online
CUSTOMER INTERACTIONS
how to boost lead generation and conversion rates?

2. REITEK BACKGROUND
Reitek, the perfect partner for Customer Interaction and Relationship Management projects
boasts extensive hi-tech experience in designing multichannel communications thanks to:
technology that is consistently state of the art and developed in our research laboratories;
specialist know-how from over twenty years of multichannel communication projects;
excellence in professional support services;
focus on management and sales campaigns.
Customer Interaction and Relationship Management: Reitek focuses on innovation, flexibility
and development rapidity, offering companies a way to manage the entire interaction cycle
with customers.
From contact center software to telemarketing, Reitek designs, develops and integrates the most
evolved technological solutions for Campaign Management, Web 2.0, IVR and voice services.

3. REITEK FACTS & FIGURES
Type S.p.A. (Inc)
Sector Telecommunications
Establishment 1990
Headquarters Viale Sarca 336, 20126 Milan, Italy
Other branches Roma and Cagliari (ReiLabs research and development center)
Software solutions contact center and CRM,
IVR and voice services,
contact center analytics,
telemarketing software,
online customer interaction,
multimedia platform.
Human network 80-100 range including employees and consultants
Certifications UNI EN ISO 9001:2008 certification for the quality management system
Website www.reitek.com

4. REITEK CUSTOMERS

5. WEB EVOLUTION [Italian market]
presence
e-commerce
• 68,6% of people age 11- • active users: 24,7 millions • e-buyer: 12% of population
access
74 • average time spent online: 1 • market value: 6,6 billion €
• 78,3% of people age 11- hour and 32 minutes • orders: 25 millions, +18%
54 • average page views: 181 2010 vs 2009
• 57,5% of families use • Internet is the first • average transaction value:
Internet, 68% has a information source for 22% 220 €
broadband access and of people. • services: 2/3 of total value
22% has a mobile access. • products: 1/3 of total value
It’s essential to bridge the gap between web traffic growth and the proposition of a real contact
experience with the brand/service.
Sources:
Audiweb, Ricerca di Base sulla diffusione dell'online in Italia, dati AW Database novembre 2010;
Osservatorio B2C Netcomm - School of Management del Politecnico di Milano - 2010.
Aegis Media Expert/Isobar su dati Audiweb powered by Nielsen Online settembre 2009 - Eurisko New Media 2009.

6. ONLINE ENGAGEMENT
vivocha is the only integrated platform for managing web-based
interaction channels (VoIP, Video over IP, Chat, Call Back),
equipped with a powerful and flexible Proactive Engine (real-time
web analytics, rules based proactive interaction, behavioural
targeting), real-time collaboration features (content and form
sharing) and Knowledge Base tools to enhance online interactions
with Internet users and customers.
vivocha features relies on:
chat - for text multi-session chat.
share - co-browsing, content-pushing and form-sharing.
voice - Call Back, VoIP and videoconference.

7. ONLINE ENGAGEMENT cycle
features
media options (chat, Call Back...)
document share
page/file/video push
interaction form co-browse
traffic hot leads
page views, shopping cart,
engagement
links, banner, recency/loyalty,
landing pages... registered...
conversion
parameters
sales and conversion rates,
contact center status,
lead generation,
user behaviour...
better customer care...

8. ONLINE ENGAGEMENT sales funnel
traffic
monthly visits on web portal,
weekly visitors on landing pages...
engagement
% visitors targeted “Hot Leads” (web proactivity rules and parameters)
# vivocha sessions generated by dynamic banners (for Hot Leads only)
% Hot Leads proactively engaged (depending on agent availability/cost...)
interaction
% accepted engagements
% managed and completed interactions
# total managed interactions (proactive + unsolicited)
conversion
unsolicited
post-interaction

9. ONLINE ENGAGEMENT market report
“Many online consumers want help from a live person while they are shopping online; in fact, 44% of online
consumers say that having questions answered by a live person while in the middle of an online purchase is
one of the most important features a Web site can offer. Proactive chat can provide this type of customer
support, ultimately achieving multiple business goals for eBusiness professionals, including reducing abandonment,
improving conversions, and driving customer satisfaction. Implementing proactive chat can be a complex process
that requires aligning multiple business areas.
However, a successful proactive chat implementation doesn't end with a check mark next to the word "done"; savvy
eBusiness professionals understand that proactive chat success requires ongoing refinement of the business rules
that will trigger chat invitations, staffing, and customer experience.”
(Making Proactive Chat Work, Forrester Research, Inc., June, 2010)

10. ONLINE ENGAGEMENT market report
Safety has many components that affects e-Commerce spending trends:
direct communication
with merchant
transparency of purchasing clearness
contract terms and awareness
safety of goods
delivery security of transaction
Security of transaction is not the first/only worry of users and e-buyers.
The spotlight is now on “direct communication with merchant”.

11. WEB SOLUTIONS
sales
Boosts online sales thanks to a significant increase of conversion rates.
Cut churn rates and raise average transaction value through prompt multichannel support.
Identifies Hot Leads and offers them the best web experience on the market!
care
Enhance the Customer experience online!
Improve real-time and proactive assistance by a skilled agent, a sophisticated Proactive Engine
optimize the contact management to reduce service cost and avoid redundant calls to the
contact center.

12. WEB INTERACTIONS
live dialogue
VoIP call
personal support for unsatisfied
live dialogue visitors (e.g. self-care areas and
link/page pushing FAQ)
chat
increase of “first contact
resolution” rate vs other
interactions that generates further
follow-up
recall dialogue each agent can manage multiple
document pushing
Call Back chat, reducing queue on hold and
improving productivity
form sharing

13. OUR INSIGHT
PROACTIVE DYNAMIC
rules based proactive interaction; dynamic selection of media;
real-time tracking of monitoring and analytics.
browsing/user behaviour.
contact center
CTI integrations (agent
applications versatility management, queues, routing…)
customer care, retention, help
desk, marketing & sales
campaigns… SMART
behavioural targeting;
trigger-based entries.
web 2.0
state-of-the-art recommendation
& clustering algorithms.

14. INSIGHT proactivity engine
 multi-service management
 parameters selection and rules creation
priority
events
(if and when interact in the page)
media
customizations
 Javascript functions repository
 graphic repository
(where and how interact in the page)
new page
popup
iFrame (complete and indipendent HTML
document in a page)
div (inline, shares the context in a page)

15. INSIGHT proactivity parameters
timing
- holiday/working days
- h24 vs shifts
- days/hours
user behaviour media
- feedback - chat
- history - audio call and recall
- economics - one/two way video
contact center status
browser and O.S.
- queues on hold
- vendors
- skilled agents
- versions
- groups and services

16. INSIGHT proactivity rule samples
visit loyalty and recency
- back within x days
- first interaction?
- media memory
Google AdWords
e-commerce cart
- keyword-based
- purchasing threshold
proposition
- bundles and discounts
- landing page with chat
browsing
problem solving
- page timeout
- form sharing
- page views threshold
- help for content search
- domain exit

17. INSIGHT client interface
Multi Operative System
Multi Browser

18. INSIGHT custom client interface

19. INSIGHT custom client interface

20. INSIGHT custom client interface

21. INSIGHT custom client interface

22. INSIGHT agent desktop
contact center toolbar: planning,
integrated management of agent
queues, pause, vocal ordering,
status and services availability on
audio/video settings…
website, queues and statistics…
Push and Share Services
Web pages, PDF, audio/video,
forms…
Proactivity
Depending on particular contexts
and parameters, it’s possible to
propose assistance during customer
browsing (up-selling, promotions,
customer care…)
Integrations
CRM, Knowledge Management…
Knowldege Base integration,
content-push (FAQ, file, link…), contextual contents for the active
form-sharing. conversation, tagging, sessions sync.
between phone and web…

23. INSIGHT knowledge base
vivocha is equipped with a knowledge
base web application (synchronized login
and contextual contents for active
services), also available in stand-alone
modality.
tagging, recommendation and
metadata extraction systems;
non-stop development and upgrading
of collaboration features (comments
platform, wiki, messaging;
installation Wizard.
multi-content:
text, link, file
massive uploads:
RSS feed, .csv

24. INSIGHT contact center analytics

25. INSIGHT web analytics

26. VSP VIVOCHA SERVICE PROVIDER
Would you like to increase sales on your e-commerce portal but avoid investments in infrastructure?
Are you interested in an Online Customer Interaction campaign but don’t have an internal contact
center structure?
Would you like to decrease time to market with an integrated service?
VSPs – vivocha service providers – are organizations that can provide operators who are particularly skilled in
online support. They know how to best use the multiple channels offered by vivocha and are prepared to
provide a high-quality service in less time.
Contact a vivocha service provider directly or fill out this form for assistance in selecting the most suitable
partner for your project!

27. www.vivocha.com
member