CTI In the Cloud: the New World of Cloud-based Telephony

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Even in our increasingly social world, the telephone is still the largest channel for customer service. Join us to learn how Open CTI allows you to create interactive, customizable, web-based telephony integrations that are 100% cloud-based.

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CTI In the Cloud: the New World of Cloud-based Telephony

  1. 1. CTI in the CloudThe New World of Cloud-based TelephonyGautam Vasudev, salesforce.com, Product Manager@Gautam_Vasudevhttp://www.linkedin.com/in/gautamvasudev
  2. 2. 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, 2012. 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.
  3. 3. Agenda• A Little History • Customer Speakers• Open CTI • Lumesse• CTI Capabilities • Google
  4. 4. A little history… • First release of product – 2006 • A lot has changed in the last 2 years • No suitable web based solution to “push” html into the browser • Cross Domain • We couldn’t update the agent’s Communication Sofphone! • • COM based architecture selected
  5. 5. The salesforce.com Softphone
  6. 6. The salesforce.com Softphone (Standard App)
  7. 7. The Challenge How can we make this simpler? CTI Server. Provides call information , IVR,Customer inquiry over voice routing etc Agent receives call and call information salesforce.com CTI
  8. 8. Open CTI A new look at salesforce.com CTI… CTI Server. Provides call CTI API information , IVR,Customer inquiry over voice routing etc Agent receives call and call information Firefox - http://www.mozilla.org/en-US/firefox/fx/ Intenet Explore http://www.microsoft.com/windows/ie/default.htm Chrome - https://www.google.com/intl/en/chrome/browser/ Safari - http://www.apple.com/safari/
  9. 9. Open CTI High Level Architecture Partner Agent Desktop CTI API Salesforce.com Web Based Soft- CTI salesforce.com Phone API Telephony System Browser
  10. 10. Key CapabilitiesScreen pop any objectClick-to-dialCall loggingEasy Call Center and Softphone setupMultiple Call CentersApex data dips
  11. 11. What Open CTI Brings To The Table Browser Independent Platform Independent Embed 3rd Party softphones Cloud Based Cross Domain API in Salesforce Single Codebase Simpler Support Model (for Partners)
  12. 12. What Open CTI Brings To The Table Cloud Based Faster Innovation Multi - Channel Deep Console API Integration
  13. 13. Carole PittsHead of Global Customer SupportCarole.Pitts@lumesse.com
  14. 14. Who are Lumesse ?• Deliver integrated Talent Management Solutions as a service (SaaS), on-premise or hosted• Private, independent software vendor• 2011 turnover €76.3m - $94.3m• >2000 Customers across 70 countries• Lumesse offices and partners in more than 40 countries• 670+ employees• Helping millions of people: – 1,500,000 users – 43,000,000 candidates
  15. 15. Lumesse Customer Support Follow-the-sun Support Centres around the globe UK US PL CN Additional remote staff globally providing local language support
  16. 16. ChallengesApril 2011 :  Huge backlog of Cases (>6 weeks); 60% Cases resolved within SLA  Disjointed / silo’d Support Organisation  Customer telephone calls being ‘lost’ / not tracked  Low levels of Customer SatisfactionSept 2012 :  Backlog Queue of Cases handled within SLA  Global, follow-the-sun, Support Organisation  Customer telephone calls seamlessly directed to agents with correct language / product skills, integrated with Salesforce  Greatly improved levels of Customer Satisfaction
  17. 17. So how did we do it ?Customer Satisfaction  Strategic Focus Area on Executive Agenda, lead by Lumesse CEO, Matthew ParkerCustomer Support – Key Focus Area  Implemented Global Support Management team, with common processes globally and shared product queues in Salesforce  Implemented Salesforce dashboards to directly measure workload and performance  Introduced new telephony / call handling (NewVoiceMedia), which integrates with Salesforce
  18. 18. Telephony Requirements • Minimal Capital investment (we’re a SaaS company !) • Local telephone no.s in all countries where we do business • Ability to handle multiple products, multi-lingual • Different call plans for weekends, holidays • Integration with Salesforce • Call recording / statistics • Dynamic Case routing • DR capabilities / remote working
  19. 19. ContactWorld for Salesforce Technology Overview Updates + Upgrade Interactive Stats and Voice Reports Response Call delivered to agents DDI Real-Time Global number Call View of Contact Recording Call Queuing Centre + Distribution Customer Cloud Integration delivering: Call Data-Driven Routing Click to Dial Inbound Screen Pop Integrated Stats + reports Caller Data delivered via Salesforce UI
  20. 20. Demo …… • Phone : 512 600 9325 • Case : 186350
  21. 21. Implementation experience• Install / upgrade ~1 hour by standard Salesforce Administrator• Call plan design• 2 days consultancy, no problems at go-live• Telco no.s• Availability and performance: www.newvoicemedia/trust
  22. 22. Next Steps• Future enhancement to attach call record to Cases rather than contact• Post call survey integrated with Salesforce and NewVoiceMedia• Inside Sales team now adopting NewVoiceMedia
  23. 23. Harry NachnaniManager, Contact Center EngineeringGoogleharryn@google.com
  24. 24. Case Study: Click2Dial Google enables Click2Dial for internal sales team • Few thousand potential users • Click2dial “Open CTI enabled us to build • Automatic logging of call activity a browser and OS independent • Centralized Call Reporting CTI solution” - Harry Nachnani Manager, Contact Center Engineering
  25. 25. Demo
  26. 26. Screenshots
  27. 27. Outbound Calls – Sales Cloud Old user experience – Pain points New user experience – Business requirements •Manual dialing, cumbersome, error prone •Click on hyperlinked phone number •No call activity logging •Auto activity logging (New task or update task) •No call stats •Centralized reports Hybrid User Environment OS: Mac OS, Windows, Linux, Chrome OS Corp Voice: Avaya phones, AES, ACD Browser: Chrome, Firefox, IE, Safari CRM apps: Salesforce.com, In-house CRM apps Why build a Google Softphone? Benefits • Market avail solutions were Win/IE dependent • Browser & OS independent • Easy to customize and extend • No need to install any CTI adapters • Reuse CTI Middleware for other CRM apps • Increased contact rates, Auto call tracking
  28. 28. High Level Architecture Google environment Open CTI APIGoogle Network Salesforce.com Agent Desktop JavaScript Google Google Click2Dial APIs Softphone Open CTI API (CTI Middleware) (Visualforce Internet Salesforce.com Page) JTAPI Browser Avaya AES / CM Implementation • Small Dev team • <12 weeks from concept to pilot
  29. 29. Roadmap Continuously improve Customer and Agent experience • Full Softphone features - Answer, Hold, Disconnect, Transfer calls • Agent state control – Login, Logout, Ready, AUX • Screen pop for Inbound calls • Sales Cloud - Search Caller’s phone number & pop contact or lead’s record • Service Cloud - Search IVR collected account number & pop a new or existing case • Call recording – Start & Stop recording on demand and save URL in the call activity
  30. 30. Open CTI Gallery
  31. 31. Interactive Intelligence
  32. 32. Interactive IntelligenceDirectory Lookup, search for users in thecompany directory and get their statusinformation
  33. 33. Interactive IntelligenceUser Voicemail
  34. 34. Interactive IntelligenceDial Pad
  35. 35. Interactive IntelligenceCall History
  36. 36. Interactive IntelligenceAdvanced Status Information
  37. 37. Interactive IntelligenceConference
  38. 38. New Voice Media
  39. 39. New Voice MediaAppexchange - http://appexchange.salesforce.com/listingDetail?listingId=a0N300000025yAGEAY
  40. 40. New Voice MediaAppexchange - http://appexchange.salesforce.com/listingDetail?listingId=a0N300000025yAGEAY
  41. 41. New Voice MediaAppexchange - http://appexchange.salesforce.com/listingDetail?listingId=a0N300000025yAGEAY
  42. 42. M5
  43. 43. M5 – Outbound, Hold, Multiple Lines
  44. 44. M5 – Contacts, Call Transfer
  45. 45. M5 – Call Logging, Wrapup, Recent Calls
  46. 46. M5 – SMS
  47. 47. Bucher + SuterAppexchange - http://appexchange.salesforce.com/listingDetail?listingId=a0N300000059NTvEAM
  48. 48. Bucher + SuterAppexchange - http://appexchange.salesforce.com/listingDetail?listingId=a0N300000059NTvEAM
  49. 49. Bucher + SuterAppexchange - http://appexchange.salesforce.com/listingDetail?listingId=a0N300000059NTvEAM
  50. 50. Bucher + SuterAppexchange - http://appexchange.salesforce.com/listingDetail?listingId=a0N300000059NTvEAM
  51. 51. InGenius
  52. 52. InGenius
  53. 53. InGenius
  54. 54. InGenius
  55. 55. InGenius
  56. 56. InGenius
  57. 57. InGenius
  58. 58. InGenius
  59. 59. InGenius
  60. 60. InGenius
  61. 61. LiveOps
  62. 62. LiveOps
  63. 63. LiveOps
  64. 64. Visit the Live Call Center
  65. 65. To Learn More… You can learn more about Open CTI here – Open CTI: Moving CTI Integrations to the Cloud : http://blogs.salesforce.com/company/2012/08/open-cti-moving-cti-integrations-to- the-cloud.html. "An Introduction to Open CTI" video - To find “Introduction to Open CTI” simply go to Help & Training | Take Training and enter "Introduction to Open CTI" in the course search box. Open CTI Wiki Page – http://wiki.developerforce.com/page/Open_CTI
  66. 66. Gautam Vasudev Speaker Name Speaker Name Product Manager, Head of Global Customer Manager, Contact Center@Gautam_Vasudev Support Engineering, Google Carole.Pitts@lumesse.com harryn@google.com A big thanks to the Agent Experience Team!

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