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Service Cloud Console as a Platform

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  • Any purchase decisions customer make should be made based on currently available technology. Please visit our website sto review our Safe Harbor statement in detail.
  • Over the last year, the discussion has centered on our national performance as it relates to college success.   Of the 2 million people who enroll in bachelor programs each year, about 40 percent or 800,000 will never graduate.  For the second year in a row, a key theme in the President’s State of the Union Address was the importance of giving everyone the best possible chance at an education so we can again take the lead in the proportion of college graduates in the world.  
  • Over the last year, the discussion has centered on our national performance as it relates to college success.   Of the 2 million people who enroll in bachelor programs each year, about 40 percent or 800,000 will never graduate.  For the second year in a row, a key theme in the President’s State of the Union Address was the importance of giving everyone the best possible chance at an education so we can again take the lead in the proportion of college graduates in the world.  
  • In a nutshell, CTI allows you to do call control with a computer. The complexity goes far beyond that, but that’s the most significant piece from the salesforce perspective. Pause. So let’s say you as a customer call up your credit card company with an inquiry. It’s usually a 1800 number, and you are presented with options, starting with whether you want to continue in english or spanish. This piece is called the IVR, or Interactive Voice Response. The call is routed to an agent queue based on the skills required. The call reaches the hardphone at the agents desk, and it starts ringing. Pause. In the meanwhile, the call information, like the caller number, dialled number, options selected, account number etc are all available. These are all help identify the customer and the issue. Wouldn’t it be great if we could pull up the customers details based on this information?Pause. And that’s where CTI comes in. The salesforce CTI application allows telephony a telephony platform or CTI server to query salesforce for this information. It also renders a softphone to allows the agent to do call control. And based on the results, you can screen pop the appropriate page in salesforce.com.
  • The call control in salesforce is provided through a softphone. Here’s the softphone in the Service Cloud Console. When a call comes in, we screen pop the account details in a new tab. At the same time, all the existing tabs remain intact. In the standard salesforce app, it is housed in the sidebar available on most pages.Pause.The application consists of 2 pieces. The first piece speaks to salesforce. The second piece, also called the CTI adapter, speaks to the telephony systems using an API. Pause, Our partners customize the adapter to speak to ensure that the right call information gets presented to the agent.
  • Pause. CTI-4.0 is our newest CTI release. It is a complete re-architecture of the product, and is the first step to a complete server side CTI solution. In essence, we have taken out all the salesforce.com code that was housed in the application and moved it to the cloud. Pause. So what’s left on the client machine? Why is anything still left at all? Well, the partner adapter is still on the client. We want to introduce this re-architecture incrementally and grandfather partners in to this new model. What’s left on the client on the salesforce side however, is now just a shell, which communicates between the browser and the partners adapter. Pause. There are so many benefits with this re-architecture. I’m going to highlight a few of the most important ones. Pause.First, CTI can now be used with any browser! It’s still a windows application, so it has to be a windows browser. However, any thing FF 3+, IE8+, Chrome 10+ is supported. Second, we now give partners the complete source code to the application. This makes it easier for them to leverage and customize it. At the same time, it’s easier to maintain and debug. Finally, we’re out of the COM restriction. The standard web technologies we use allow us to innovate so much more. And for all browsers. It also means we are more stable and don’t have to concern ourselves with 32 bit vs 64 bit.
  • I’m not going to delve too much into this slide. However, at high level, I just want to point out the major differences between CTI-4.0 and it’s previous versions. Where AJAX is now, we user COM before. Pause.The “browser” box that you see used to be only IE, and Firefox 3.6. And finally, the Browser Connector Shell, with it’s impressive sounding name, was not available to partners as open code. This means that when something went wrong there, they had to reach out to us. Now, it is just a light weight message proxy.
  • Transcript

    • 1. Service Cloud Console as a Platform
      Service & Support Professionals
      Michael Ramsey, salesforce.com
      Derald Sue, InsideTrack
      Cindy Durnal, Honeywell Aerospace
    • 2. How to Find This Session in the Dreamforce Mobile App
      Chatter Feed: Touch the Session Name
      Session View
    • 3. Safe Harbor
      Safe harbor statement under the Private Securities Litigation Reform Act of 1995:
      This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services.
      The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of intellectual property and other litigation, risks associated with possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-Q for the most recent fiscal quarter ended July 31, 2011. This documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site.
      Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
    • 4. Agenda
      Service Cloud Console Overview
      Customer Presentations
      Q&A
    • 5. Michael Ramsey
      Director Product Management, Service Cloud
    • 6. Next Gen User Interface
      Manage Multiple Interactions
      Right Context / Right Time
      New Ability to Customize the User Experience
      3rd Party Application and Data Integration
      Robust Customer Interaction Platform
    • 7. Recent Features & RoadmapAccelerating Innovation
      Integration Toolkit
      Highlight Panels
      Winter’11
      Winter’11
      Interaction Log
      Spring’11
      Winter’11
      Suggested Knowledge
      Winter’12
      Pinned List Views
      Sub Tab Components
      Summer’11
      Dynamic Lists & Detail Pages
      Winter’12
      CTI 4.0
      Winter’12
      Custom Logos
      Primary Tab Components
      Short Term
      Short Term
      Mid Term
      Configurable Hotkeys
      Mid Term
      Application Components
    • 8. Pinned List Views, Visual Force & Web Tabs
      • Access Lists while Viewing & Updating customer records
      • 9. Left Sidebar or Header Orientation
      • 10. Call Down Lists
      • 11. Web & Email Case Queues
    • Dynamic Detail and List Views
      Push Notifications to Increase Agent Productivity
      Automatically Refresh Lists
      Alert Agents to Record Level Changes
      Visual Notification of Field Level Changes
    • 12. Service Cloud Console Resources
      API Documentation
      Service Cloud Console Integration Toolkit
      Blogs
      Providing More Context For Your Agents
      Not just Agent Console 2.0
      Where's my Home Tab?
      Zero Click Data with Custom Console Components
    • 13. Derald Sue
      Chief Information Officer
    • 14. We have a national graduation crisis
      800,000 of the 2 million students who
      start a bachelor’s program each year will never graduate
    • 15. We need to focus on success and access
      The US has done a good job of increasing access to college, but
      without an equal focus on college success, our efforts won’t achieve their desired result.
    • 16. We’ve been driving student engagement and success for more than a decade
      • More than 350,000 students Coached
      • 17. 15% impact on retention and graduation
      Home Office: San Francisco, CA
      Coaching Centers: Portland, San Francisco
    • 18. Solution overview
    • 19. Drop detail
      Retention rates
      Coached
      Control
      Rate of student satisfaction
      Coaching Management Systems drive impact and deliver deep insights into the student experience
      InsideTrack Catalyst
      Salesforce Platform
      • Detailed records of every student/coach interaction
      • 20. Structured capture of qualitative information
      • 21. Power analytics and reporting
    • Visualforce & CTI Toolkit 3.0 Development
    • 22. Salesforce platform roadmap template
      Salesforce Release
      Major Theme Release
      Minor Release/Bug Bucket
      Migration
      New/Expansion
    • 23. Long and short term development process
      Salesforce Release
      Major Theme Release
      Minor Release/Bug Bucket
      Migration
      New/Expansion
    • 24. Development takeaways
      • Find a good long term partner
      • 25. Success developing against CTI 3.0 Toolkit in Service Console
      • 26. Enhanced task/activity logging (call data)
      • 27. Optimized workflow
    • Cindy Durnal
      Sr Manager,CRM
    • 28. Honeywell at a Glance
      Honeywell Aerospace is a $11B global provider of integrated avionics, engines, systems and service solutions for aircraft manufacturers, airlines, business and general aviation, military, space and airport operations.Our primary focus is to enhance customer value by making flight safer, more reliable and more cost-effective through our unique capabilities in sophisticated avionics, flight safety products and systems, propulsion engines, auxiliary power units and wheels and brakes and our strong aftermarket service and support. We are committed to redefining customer- supplier relationships across a broad array of core competencies, including power, guidance, navigation, safety, communication and services - all through a spirit of partnership.Our aerospace products can be on virtually every type of aircraft in use, in nearly every region of the world. In the air and on the ground, Honeywell systems and components reflect cutting-edge technology incorporated from our product development efforts. These efforts contribute to Honeywell's unequaled variety of products and services, which in turn lead to greater customer satisfaction.
    • 29. Current Business Volumes
      2010
      Initial Salesforce.com deployment in 2010 to 2,000 users
      3 Distinct Releases
      Deployed Sales cloud to Global AT&R and D&S sales organizations supporting multiple sales processes
      Deployed Services cloud with Agent Console 2.0 (w/CTI integration to 300 call center agents and 300 back office agents)
      Email2Case – 55 inbound customer emails (50K cases/month)
      Web2Case – Integrated with Aerospace Customer Portal
      Support for Field Events, Service Requests, Request for Quote (RFQ), Contracts/Entitlements, Products, Fleet Data, VOC and Solutions
      Real-time NSS/NPS/VOC Surveys (ClickTools)
      2011
      Expanded user base by 20%, incorporated new lines of business
      Customer Training application migration to Force.com platform
      Leverage NetExam LMS App
      Deployed Chatter across the platform
      Real-Time Web Portal (API) Integration
      Salesforce-to-Salesforce instance Integration
      Deployed Robust Support Processes
    • 30. Solution Overview
      Improved productivity
      Navigation, primary and sub tabs; all information is displayed on the same screen
      Customer contact recognition and screen pops and ease of case creation
      Single search feature at top of screen
      Differentiated customer services due to increase service level adherence
      Proactive queue management with visibility to over 50K cases per month
      Increased ability to respond to customer requirements
      Navigational ease and data availability
    • 31. Case Study: Agent Console 2.0 call flow
      Agents login to the softphone that registers then with the PBX and AVAYA applications
      xxx-xxx-xxxx
      News calls are identified on the software with caller ID (incoming phone number) and call tree options selected
      In this scenario, NO contact records matched which prompted the new contact screen to open
    • 32. Case Study: Agent Console 2.0 call flow
      xxxxxxxxx
      xxxxxx
      xxx
      xxx
      xxx-xxx-xxxx
      xxx-xxx-xxxx
      Xxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxx@xxxx.com
      xxxxxxx
      xxxxxxx
      xxxxxxxx
      Xxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxx@xxxx.com
      Xxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxx@xxxx.com
      Xxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxx@xxxx.com
      Xxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxx@xxxx.com
      Xxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxx@xxxx.com
      Xxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxx@xxxx.com
      Xxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxx@xxxx.com
      Xxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxx@xxxx.com
      Xxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxx@xxxx.com
      Xxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxx@xxxx.com
      Xxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxx@xxxx.com
      Xxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxx@xxxx.com
      In this scenario, MULTIPLE contact records matched (see in softphone) and which prompted the search results screen to open and enable the agent to select the correct customer contact
    • 33. Case Study: Agent Console 2.0 call flow
      xxxxxxxxx
      xxx
      xxxxxx
      xxxxxx
      xxxxxxxxx
      xxx-xxx-xxxx
      xxx-xxx-xxxx
      xxxxxxxxxx
      xxxxxx
      xxx-xxx-xxxx
      xxxxxxxxx
      xxxxxxxxxx
      xxxxx
      xxx
      xxx
      xxx
      xxxxxx
      xxxxxxxxx
      xxx-xxx-xxxx
      xxxxxxxxx
      xxx-xxx-xxxx
      xxxxxx
      xxxxxxx
      xxxxxxx
      xxxxxxxx
      Agent selects the contact record and very quickly begin addressing customer needs – edit contact info, open new or existing case, look at activity history…
    • 34. Case Study: Agent Console 2.0 call flow
      Utilize the tab functionality to quickly and easily retrieve information from the console
      xxxxxxxxx
      xxx
      xxxxxxxxx
      xxx
      xxxxxxxxxxxxxxxxxxxxxxxxxxxx
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    • 35. Demo
      Cindy Durnal
      Sr Manager CRM
    • 36. Service Cloud Console Use
      300 call center agents and 300 back office agents
      Order Management and Technical Operations representatives
      Cases, Solutions, Service Requests, Skills, Feedback, My Tasks
      13K phone calls per month, 50K Web2Case/Email2Case
    • 37. Key Deployment Takeaways
      Rebuilt CTI integration between SDFC & AVAYA using Salesforce.com CTI adaptor API
      Key Features utilized:
      Ability to open multiple tabs and traverse between each without having to open new windows (i.e. Accounts, contacts, cases)
      Quick view on top of each record to show important information
      Customizable/collapsible interaction log on each record to create an activity
      Collapsible Soft Phone on bottom right to allow for more visibility of data on the screen
      Search All functionality on top to allow for searching on all objects
      Customizations that Honeywell added:
      New advanced console development toolkit
      Creation of My TaskVisualforce page to provide agents visibility to their tasks on the console
      Transfer with call/case context
      Issue with IE7 for console users – text skipping while typing; use of Firefox resolved the issue
    • 38. CTI 4.0
    • 39. Computer Telephony Integration enables call management via a computer
      CTI Overview
      CTI Server. Provides call information , IVR, routing etc
      Customer inquiry over voice
      Agent receives call and call information
      salesforce.com CTI
    • 40. The salesforce.com softphone
    • 41. CTI Partners & Adapter Options
      Midmarket
      Platforms
      On Demand
      Telephony
      Enterprise
      Platforms
      System
      Integrators
      32 partners
      100 different adapters
      80 different platforms
    • 42. Key Capabilities
      Call Control from Softphone
      Click-to-dial
      Automatic Call Logging
      Screen Pop any Object
      Easy Call Center and Softphone Setup
    • 43. The All New CTI – 4.0
    • 44. High Level Architecture
      Partner
      Agent Desktop
      salesforce.com
      Toolkit (shared code between salesforce.com and partner)
      Browser
      Salesforce.com
      AJAX
      SalesforceCTI (EXE)
      Telephony System
      CTI Adapter (Partner DLL)
    • 45.
    • 46. How Could Dreamforce Be Even Better? Tell Us!
      Every session survey you submit is a chance to win an iPad 2!
      Watch your inbox at the end of each day for an email from our survey partner, Alliance Tech.
      Click on the personalized link to be directed to the survey page for the sessions you attended.

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