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 GENERAL QUESTIONS
- What is the Experticity
solution?
- How is the Experticity
solution different from ordinary video-conferencing?
- What companies
are currently using the Experticity solution?
- How do consumers
react to the Experticity solution?
- How have in-store
employees adopted this technology?
- Is this technology
patented?
TECHNICAL QUESTIONS
- What operating
platform is the Experticity solution based on?
- What are the bandwidth
requirements?
- What about security
issues?
- How does the Experticity
solution handle session initiation and switching?
- How does the Experticity
solution tie into existing CRM/ERP systems?
- How does the Experticity
solution integrate with legacy systems?
- Can companies customize
the Experticity solution?
- What hardware manufacturers
are you working with?
GENERAL
QUESTIONS
01. What is the Experticity
solution?
The Experticity solution is the next logical in-store
extension of web/phone support and is a critical gain
in competitiveness. It improves labor flexibility and
customer service. Until now, companies hired front-line
staff for 4-8 hour shifts. Experticity’s labor
distribution software redefines how companies can allocate
costly human resources by allowing service businesses
to staff fewer employees who can cover multiple geographic
locations, no matter how remote.
Benefits of the Experticity solution
- Improves customer service: Eliminates lines, no
more waiting for help.
- Increases sales: Web-powered on-screen experts up-sell
and cross-sell more products.
- Reduces costs: Lowers employee headcount and process
loss.
02. How is the Experticity solution
different from ordinary video-conferencing?
The Experticity solution is specifically designed
to meet the special needs of retail by improving the
customer experience. Video-conferencing systems are
designed for corporate meetings. The Experticity solution
is optimized to keep picture quality at a maximum and
bandwidth to a minimum and offers a number of features
that video-conferencing can't provide, such as:
- Call activation system - Our proprietary triggered
and switching features ensure the appropriate on-screen
agent is positioned wherever and whenever needed most.
- Dynamic content - The system allows agents to easily
push out and pull in data. Content can be location-driven
(store-specific information), and allows for up-sell/cross-sell
functionalities. Content structures are easily configurable
and allow for timestamp expirations.
- Integration of peripherals - For higher levels of
customer service capabilities the system can be configured
to use card swipes, scanners, and printers.
- Other powerful marketing, sales, management and
measurement tools - The system monitors and records
many metrics including agent productivity.
03. What companies are currently
using the Experticity solution?
We are currently working with several big-box retailers,
stay tuned for breaking news!
04. How do consumers react to
the Experticity solution?
70% of customers who interact with the in-store system
indicate they love the idea and would use it again if
available. The Experticity interface is extremely user-friendly
and requires no technical background to use. Several
customers reported they appreciate the undivided attention
they receive through an on-screen expert. "The quality
of knowledge in subject matter adds value to the shopping
experience and minimizes the research time and energy
spent in-store," Timothy Zacra, an in-store retail
customer.
05. How have in-store employees
adopted this technology?
Many times in-store employees refer customers to the
Experticity solution. Employees often choose to guide
a customer to an on-screen agent based on the customer's
desired service skill-set or preferred language. Because
on-screen experts possess Web-based visual aids to convey
information in a more compelling and effective manner,
on-screen agents are better prepared to offer deeper
insight into the customer's request.
06. Is this technology patented?
We have patent applications pending on a number of
aspects of the technology.
TECHNICAL
QUESTIONS
01. What operating platform is
the Experticity solution based on?
Experticity uses Microsoft
Windows XP for the client applications and Microsoft Windows
Server 2003 for the supporting
servers IIS and SQL.
02. What are the bandwidth requirements?
We recommend a minimum connection rate of 160k for
the client side, but Experticity's platform can support
connection rates as low as 56k.
03. What about security issues?
Experticity uses SSL 128-bit
encryption and integrates with existing corporate security
infrastructures.
04. How does the Experticity solution
handle session initiation and switching?
A customer activates a session with an on-screen agent
simply by initiating a request at the customer station.
A customer may trigger an event through touchscreen,
handset pickup, movement and/or voice activation. The
triggered event can activate sessions and assign the
appropriate on-screen agent dependent on availability,
skill-set and/or language preference.
A customer may also be transferred to another agent
or supervisor for further service needs.
05. How does the Experticity solution
tie into existing CRM/ERP systems?
The Experticity solution can immediately utilize any
Web-based interface or non-Web system. More importantly,
the Experticity solution leverages prior investments
in CRM/ERP by equipping on-screen agents with hands-on
information and insight that ordinary floor-based staff
can't easily access.
06. How does the Experticity solution
integrate with legacy systems?
There is no system in principle that we cannot integrate
into the Experticity platform.
07. Can companies customize the
Experticity solution?
Yes, the look and feel of the user interface can be
adapted to each user's specific needs.
08. What hardware manufacturers
are you working with?
We are hardware neutral. We work with a number of
leading hardware, software and service providers.
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