setup omnichannel in salesforce
TRANSCRIPT
© 2016 Vocalcom, Inc. p.1
Cloud Conversational Commerce Platform
OMNICHANNELVOICE/MOBILE
SMS/CHAT/EMAIL
MESSAGING /SOCIAL
PERSONALIZED VIDEO
SalesForce Edition PRESENTATION
© 2016 Vocalcom, Inc
Vocalcom Salesforce EditionThe only true native Omnichannel Solution
© 2016 Vocalcom, Inc
Sell more and serve better
One unique interface to handle every customer interactions with
your CRM+41%agent
productivity
+25%customer satisfaction
+34%Sells
acceleration
Be more productive by unifying all your channels (voice &
digital medias) in Salesforce
Provide a more personnalize, more flexible and faster
customer service
Build on a 100% Cloud plateform native in
Salesforce
© 2016 Vocalcom, Inc
A global partner for your business
A global coverage to handle all your
needs
A wide set of best in class partners to support your
business
© 2016 Vocalcom, Inc. p.5
Connects everything you know about your customers to every interactionyou have with them for much more successful conversations.
© 2016 Vocalcom, Inc. p.6
Prioritise, Size, and Route
The only true native Omnichannel solution for Salesforce
emailEmail
computerWeb
usergroupCommunity
shareSocial
chatChat
Sale
sfor
ce M
edia
s
Salesforce Objects
CR
EAT
E
ASSI
GN
TO Q
UEUE
Example Queue 1 Routing Config
Priority Size
= 1= 1 unit
Example Queue 2 Routing Config
PrioritySize
= 2= 50%
Routing Config
Priority Size
= 3= 2 units
Assign to Queue- Workflow- Assign Rules- APEX/VF- Manually- Process Builder
nth … 2nd 1st
nth … 2nd 1st W
ork
Item
for O
bjec
t Add
ed to
Que
ueAccept?
No, back to queue
- Agent Work record opened - Screen popped in agent’s workspaceItems are ordered for
routing first by the priority of the queue, then by :- Expertise in the queue- Holding time estimated- Skills of agents
Setup- Create a case for
each Service Channel
Case
Example Queue 3
nth … 2nd 1st
Voca
lcom
Campaign case 1
Campaign case 2
Campaign case 3
QueueVocalcom 1
QueueVocalcom 2
Queues- All queues handled By
Vocalcom- Multiple queues can
be created
Yes passed to agent
© 2016 Vocalcom, Inc. p.7
Real-time analytics for all of your Service Cloud users, queues and work items
Instant insight into all of your agents’ statuses, workload and desktop workspaces
Easily display time spent online, away and offline. Track workload and capacity over time using the agent timeline views
Service Cloud Omni Supervision: Workforce insight
© 2016 Vocalcom, Inc. p.8
The only fully intregated solution that meets customer requirements
Installation in 3 clicsfrom Appexchange
Integrated Supervision and Reporting « No Project, No Hassle, Start and Go »1 day setup, 1 week to be live
All medias from Salesforce and intelligent Voice from Vocalcom (inbound - Outbound: PPP)
© 2016 Vocalcom, Inc. p.9
Vocalcom Salesforce Edition customers (extract)
Latest signatures and on-going implementations
© 2016 Vocalcom, Inc. p.10
Use cases
ACF (insurance) – Australie
• Consumer loan and insurance
• Was looking for a telemarketing solution 100% integrated with Salesforce
• Generate lead for Credit and insurance
• Blended campaign (Inbound and Outbound)
• Live since April 2013
+132% daily productivity enhancement
+25% cost of sales reduction
+ 40% implementation time
ROI in less than 3 months
Probikeshop - France
• Cycling parts ecommerce merchandiser
• 50 agents live since Mach2015 ( plan of 80 by )
• Full Service Cloud for Customer service
• Contact center base in Saint-Etienne (FR) serving all Europe
• 6 countries supported: France, Portugal, Spain, Italy, Belgium, Switzerland
• Live since March 2015
+40% sales increase per telesales
10 jours implementation set only with scripts and campaigns
ROI in less than 1 month
© 2016 Vocalcom, Inc. p.11
“For over 20 years, we have put the customer at the center of all we do, and we passionately believe that great customer engagement drives great business outcomes. Vocalcom is
trusted by over 3,700 customers in 47 countries, to orchestrate over 1 billion contact center interactions per year in the cloud and on premises”,
A.Dinis Chairman & Founder