CTI: Ringing in Customer Loyalty
Track 1: Becoming Customer Centric
Marco Casalaina – Salesforce.com
Product Manager
Christoph Mosing, Envox
Vice President Professional Services
Robert J. Callaci , TranUnion
Vice President, USIS Sales Operations
Murugan Chellasamy, TranUnion
CRM Manager, USIS Sales Operations

The Challenge For Salesforce.com
 Support the phone system you have
On-Premise Call Centers On-Demand Call Centers

Our Strategy
 Provide a toolkit for partners who are experts in
telephony systems
 Make it easy for them to create a killer integration
with Salesforce

Christoph Mosing
Vice President, Professional Services
christoph.mosing@envox.com
envoxphonelink@envox.com
508-898-2600
www.envox.com

Envox Worldwide: Leading global
provider of IP-based voice solutions
Over 1,000,000 Contact Center Agents Served
Over 1,250,000 IVR Ports Deployed Worldwide

Introducing Envox PhoneLink
Adds telephony functions and provides instant access to
customer data contained in Salesforce
=

Benefits of CTI – Screen-pop
 Screen-pop cuts 20-60
SAVINGS TRANSLATION
seconds per call
• Save 5 hours for every 1,000
 Average call duration: 210 sec
• Average savings per call: $0.57
calls made
• Savings per 1000 calls: $570
 Provide agents with the
information they need to
improve first call resolution Agent answers the … initiating a screen
call… pop

Benefits of CTI – 360 View of Customer
BENEFIT TRANSLATION
 Provides immediate info to
agentsAgent Efficiencyis calling
Improve about who
and all more calls
previous customer
• Handle
interactions Satisfaction
Increase Customer
• ”Warm” handoff for multi-agent
contacts
• No need to restate information
 Eliminates the need for
customers to repeatEntry
Improve Accuracy of Data
• Single click to add entries
information if the call needs
to be transferred
Agent can add
comments

Benefits of CTI – Quick Dial
 Up to 10% of calls are mis-dialed
SAVINGS TRANSLATION
 The cumulative time and financial
cost of these errors can be
substantialper hour:
Agent cost $25
Dial-misdial-redial time: 20 sec
 One Click dialing using Envox
Savings per misdial: $.14
PhoneLink eliminates this
Min Savings/1000 calls: $140
problem
Agent clicks to dial

Value of CTI to Your Call Center
 Realize the value of your CRM system using CTI
 Improve agent efficiency
 Capture critical data from callers
 Improve customer service
* Fo re ca st CRM so ftw a re , W o rld w id e , 2 0 0 5 – 2 0 1 0 . ^ July 2 0 0 6 , G a rtne r

Envox PhoneLink

Ro be rt J. Callaci
VP – U SIS Sale s Ope ratio ns
rcallaci@transunio n.co m
Murugan Che llasamy
CRM Manage r – U SIS Sale s Ope ratio ns
mche lla@transunio n.co m

Why Salesforce.com
 Trans Unio n’s Ne w Way o f Do ing Bus ine s s
 Purs ue and attain ag g re s s ive g ro wth g o als
 Alig n re s o urc e s ag ains t po c ke ts o f o ppo rtunity
 Fit and Fo c us
 Impro ve s ale s o pe ratio ns by inve s ting in s ale s fo rc e
auto matio n to o ls and impro ving o ur RFP pro c e s s

InTouch Roadmap

Business Goals for Service & Support

Salesforce Call center – Telephony Integration
1. Identify
6 . Survey • C I Scre e n Pop
T
• Re al Time Fe edback
• 3 6 0 vie w of custome r
•L inke d to Case History
5. Close 2. Record
• Up Se ll Cross Se ll •C ase Manage me nt
• Re porting • Routing and Escalation
•C lose C ase
Analytics
4. Communicate Solution 3 . Research & Resolve
• Email / Phone C ommunication • Search Knowle dge Base
• Publish Solution T Knowle dge Base
o • Inte grate d Sale s and Acct Data

Be fo re InTo uc h – Cas e s & Ac tivitie s

Salesforce Call Center Implementation

Project Implementation / Mgt Expectations

CS S – Cas e s To day

Results Analysis – Average Call Times
Inbound call duration on
CTI calls are approx a
minute less than non CTI
calls.
Outbound call duration
on both lines have gone
up by approx 10% since
launch.

Results Analysis – Opportunity Analysis
Total win count up by 17%
Same day wins up by 182%
14 day wins up by 83%

Lessons learned

What next?

QUESTION & ANSWER
SESSION
Marco Casalaina
Product Manager, Call Center
Christoph Mosing
Vice President Professional Services
Envox
Robert J. Callaci
TransUnion | Vice President, USIS
Sales Operations
Murugan Chellasamy
TransUnion | USIS Sales Operations