vocalcom effortless contact center tm

29
© 2014 Vocalcom, Inc. Effortless Contact Center™ Prepared for …

Upload: vocalcom-powering-next-generation-of-contact-center-software

Post on 21-Jan-2015

695 views

Category:

Presentations & Public Speaking


4 download

DESCRIPTION

 

TRANSCRIPT

Page 1: Vocalcom Effortless Contact Center TM

© 2014 Vocalcom, Inc.

Eff ort less Contact Center™Prepared for …

Page 2: Vocalcom Effortless Contact Center TM

2

Multichannel Contact Center leader

Est.1995

19offices

worldwide

3,500+CUSTOMERS

9 of 10top EMEAoutsourcers

$50+MREVENUE

Page 3: Vocalcom Effortless Contact Center TM

© 2014 Vocalcom, Inc.3

For Contact Center people by Contact Center people!

• 300+ employees• 1 in 4 from the Contact Center industry

“Vocalcom was founded on a very simple principle: bring innovation to Contact Centers by creating solutions that Contact Center managers could adopt and manage by themselves” Anthony Dinis, Founder & CEO

Page 4: Vocalcom Effortless Contact Center TM

© 2014 Vocalcom, Inc.4

Customer centricity tops the CxO agenda

7 in 10 CxOs recognize the imperative of transforming the customer experience

IBM Global C-suite Study, Sep 2013

Page 5: Vocalcom Effortless Contact Center TM

© 2014 Vocalcom, Inc.5

Customer Service needs to step-up…

• Provide easy access using customer’s desired channels

• Reduce customer effort for getting things done

• Surprise customers at moments of truth

• Engage when relevant, and at the right time

of interactions happen with Customer Service

(source: Gartner)

75%

Page 6: Vocalcom Effortless Contact Center TM

© 2014 Vocalcom, Inc.

Source: Forrester's Top Trends for Customer Service In 2014

Rigid and inflexible solutions of the past

Give adviceProvide multichannel service

Put agent experience at the forefrontLeverage the cloud for agility

Proactive engagementPower good service with reliable data at the right time

Proactively notify customersProvide smart offers, actions and connections

Use customer feedback to operationalize insights

Embrace mobile first

Improve end to endService with analytics

… putting Contact Center managers under pressure

6

Page 7: Vocalcom Effortless Contact Center TM

7 CFI Group's 7th Contact Center Satisfaction Index (CCSI) study 

Despite all efforts, Customer Satisfaction with Contact Centers dropped a whopping 10% in 2013!

Page 8: Vocalcom Effortless Contact Center TM

© 2014 Vocalcom, Inc.

What’s the point of technologyif it takes months to deploy & can never be changed ?

8

Page 9: Vocalcom Effortless Contact Center TM

© 2014 Vocalcom, Inc.9

Speed

TalentScarcity

Cost

The new world has 3 currencies

Page 10: Vocalcom Effortless Contact Center TM

© 2014 Vocalcom, Inc.

Contact Centers need to become effortless

10

Effortless for customers

Effortlessfor all

constituents!Agents

Customers

Supervisors

Contact Center Managers

IT Managers

Page 11: Vocalcom Effortless Contact Center TM

© 2014 Vocalcom, Inc.11

Effortless Contact Center™

• Access on own terms• Get things done simply

• Be remembered and engaged when relevant

Customers

• Streamlined experience

• Information at fingerprints

• Intuitive collaboration

Agents

• Personal dashboard • Monitoring & engagement

• Self-Service reporting

Supervisors

• Out of the box capabilities

• Ability to activate or change

• Access to best practices

Contact Center Managers

• Complete solutions that deploys in days/weeks

• Choice of public or private Cloud

• Integrate easily channels & applications

IT Managers

Page 12: Vocalcom Effortless Contact Center TM

© 2014 Vocalcom, Inc.12

Vocalcom unifies the front office across all channels

Page 13: Vocalcom Effortless Contact Center TM

© 2014 Vocalcom, Inc.13

Vocalcom is an all-inclusive solution

Hermes multi-channel routing

Page 14: Vocalcom Effortless Contact Center TM

© 2014 Vocalcom, Inc.14

Vocalcom is designed around 4 user experiences

Customer Agent Supervisor Administrator

Vocalcom Multi-channel Contact Center

Page 15: Vocalcom Effortless Contact Center TM

© 2014 Vocalcom, Inc.

Unified Agent Experience

15

Page 16: Vocalcom Effortless Contact Center TM

© 2014 Vocalcom, Inc.

Personalizable Supervisor Experience

16

Page 17: Vocalcom Effortless Contact Center TM

© 2014 Vocalcom, Inc.

Empowering Administrator Experience

17

Page 18: Vocalcom Effortless Contact Center TM

© 2014 Vocalcom, Inc.

Vocalcom comes packaged in 4 editions

18

Cloud Contact Center

• LeveragesAmazon Web Services platform

• Operated by Vocalcom

Cloud Contact Center for Salesforce• Built on top of Salesforce1 platform

• Integrates with all SalesForce applications

• Leverages Service Cloud for CRM

Virtual Contact Center• All-in-one Contact Center solution

• Pure web architecture optimized in Private Cloud

Contact Center for Avaya• Multichannel addition for Aura and IP Office

• Easy add-on maximizes existing investments

Vocalcom in the Cloud Vocalcom on-premises

Page 19: Vocalcom Effortless Contact Center TM

© 2014 Vocalcom, Inc.

Vocalcom is cloud

19

First hosted client

Hermes for Amazon Web Services

1/3 Vocalcom revenues are cloud

Pure web architecture (Hermes.Net)

Hermes for Salesforce (Force.com)

100th Cloud client

2004

2007

2012

2011

2010

2013

Page 20: Vocalcom Effortless Contact Center TM

© 2014 Vocalcom, Inc.

Vocalcom addresses new buying behaviors

20

Choice of deployment

• Cloud

• On-premises

• Hybrid

Predictablecosts

• Usage based pricing

• Simple inclusive concurrent seat price

• Optional competitive telecom pricing

self-service model

• Contact Center managers can turn-on/change capabilities

• Guided configuration & wizards

• Alleviate the IT burden deploying and maintaining the solutions

Access to best practices

• 2 decades of Vocalcom know-how baked into the solutions

Page 21: Vocalcom Effortless Contact Center TM

© 2014 Vocalcom, Inc.21

Vocalcom features a powerful cloud architecture

• Leverages Amazon Web Services virtualization & redundancy

• Automatic database failover

• Agent, supervisor & administrator 

are all pure web clients

• Voice is both fully redundant and monitored end-to-end

Centralizedrecording

Voice Experiencemonitoring

MonitoringConsole

Full replication across Availability Zones & automatic 

failover

AWS Direct Connect

Hermesapplications

Redundant Call Control

Redundant Media processing (Dialogic HMP)

Redundant Voice termination (AudioCodes SBCs)

Administrationconsole

Supervisionconsole

Homeagent

HermesAgentHermesAgentAgent

workplace

Vocalcom NOC

Page 22: Vocalcom Effortless Contact Center TM

© 2014 Vocalcom, Inc.22

 ParisEMEANOCEquinix

Virginia

Equinix

 Oregon

Terrmark

San Paolo 

AmericasNOC

TelecityGroup

 London

Vocalcom global Cloud deployment

• Global availability (13 countries)

• 24x7 operation from 2 NOCs

• 99.95% availability

• PCI DSS compliant platform

LegendAmazon 

Data CentersVoice Networktermination

NetworkOperation Center

NOC

Page 23: Vocalcom Effortless Contact Center TM

© 2014 Vocalcom, Inc.23

Vocalcom is integrated into Salesforce

• Contact Center capabilities built on top of the Salesforce1 platform

• Seamless integration with Salesforce product suite

Page 24: Vocalcom Effortless Contact Center TM

© 2014 Vocalcom, Inc.24

Vocalcom offers self-service configuration

Page 26: Vocalcom Effortless Contact Center TM

© 2014 Vocalcom, Inc.26

Vision

Innovate the Customer Experienceby enabling Contact Center managers 

Page 27: Vocalcom Effortless Contact Center TM

© 2014 Vocalcom, Inc.27

The Vocalcom promise

1.All-in-one contact center solutions

2.Cloud delivery model of your choice

3.Differentiated user experiences to empower your customer-facing staff 

4.Industry best practices baked into our products

5.A passion to bring innovation to Contact Centers

Page 28: Vocalcom Effortless Contact Center TM

© 2014 Vocalcom, Inc.

Eff ort less Contact Center™

28

Learn how customers have deployed Effortless Contact Centers  http://www.vocalcom.com/en/resources/call-center-software-solutions-testimonial-videos 

Page 29: Vocalcom Effortless Contact Center TM

© 2014 Vocalcom, Inc.29

The California Fair Employment & Housing Act (FEHA) and federal Americans with Disabilities Act (ADA), enforced by the California Department of Fair Employment & Housing (DFEH), prohibit employment discrimination and harassment based on a person’s disability or perceived disability.  

The California and federal laws require employers to reasonably accommodate individuals with mental or physical disabilities. Such accommodations include providing employees with visual impairments with access to screen reading software. The Hermes system is compatible with access software such as JAWS screen reading software, which allows users to hear the words displayed on the screen. Vocalcom will not 

charge its customers for the first two hours of professional service required to make minor script modifications of the Hermes system requested by customers to make JAWS screen reading software better meet a customer’s business needs.