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The Next Generation Multi-channel Agent Console
 

The Next Generation Multi-channel Agent Console

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Your agents deal with multiple windows, multiple channels, and multiple applications. They waste precious minutes searching for answers across post-it notes, lengthy manuals, and multiple content ...

Your agents deal with multiple windows, multiple channels, and multiple applications. They waste precious minutes searching for answers across post-it notes, lengthy manuals, and multiple content systems. The inefficiencies of such swivel-chair integrations lead beyond just customer frustration. Join us to learn how the Service Cloud delivers an industry-leading, multi-channel agent console that is intuitive, configurable, and built from the ground up for high volume case management.

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    The Next Generation Multi-channel Agent Console The Next Generation Multi-channel Agent Console Presentation Transcript

    • The Next Generation Multi-Channel Agent ConsoleChannel Agnostic Case ManagementGautam Vasudev, salesforce.com, Product Manager@Gautam_Vasudevhttp://www.linkedin.com/in/gautamvasudev
    • 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.
    • Agenda• The Console Design • The Multi-Channel Console Philosophy • Future Capabilities• The Multi-Channel Agent – Why we talk about it… • Beyond Case Management
    • The Console Design Philosophy Context Relevant, Timely, Sufficient UI and 3rd Party Component Application & Framework Data Integration Push Configurable Integrate Agent Channel Why are channel agnostic Information, interactions key? Action Experience Solutions
    • Bobby BuntinManager, Deloitte Consulting LLP@BobbyBuntin
    • All about Deloitte Deloitte is the world’s largest private professional services organization with US$26.6 billion revenue in FY 2009/2010. Deloitte has approximately 170,000 people spread across 150 locations worldwide.  More than 80 Certified Service Cloud Consultants spread across US, EMEA and Asia (300 Salesforce certified practitioners globally)  Strong relationship with key technology partners in service cloud ecosystem such as ServiceMax, Boomi, Radian6, BigMachines, and InContact  Experienced practitioners with Global Contact Center expertise, strong Salseforce.com implementation track record, and knowledge of service industry best practices
    • Evolution to “Omnichannel” Customers are evolving to communicate through multiple channels simultaneously The Future : Omnichannel The Present : Multi-Channel The Past : Silo Channels • Consumers interact via web, mobile, voice simultaneously • Distinctions between channels • Emphasis on deflection fade and metrics by channel prove elusive • Chat agents then direct customer to call 1-800-Call-Center • Focus on customer experience • Fragmented experience for • Company’s channel siloes must be• Metrics measured by • Customer experience customers reduced channel inconsistent among channels
    • Understand the Common Channel ProgressionsMost interactions start in a low efficacy channel and build as the conversation gets more complex.Agents must be able to move with the customer among the channels. Email Voice Mobile App Video / Co- Web Voice Email Web Browse Voice Voice Chat Chat Chat Web Web Web Web
    • Companies focusing on the multi-channel experience“What are your firm’s three (3) most important customer service goals over the next 12 months?” 1 2 3 Improve the experience of interacting with customer service agents 16% 10% 8% Improve the cross-channel customer service experience 14% 15% 5% Reduce the costs of servicing customers 14% 12% 13% Improve the online/web custom er service 12% 14% 15% Improve the profitability of customers 11% 7% 9% Offer expanded products to increase revenue potential 9% 7% 11% Create a competitive advantage 7% 12% 7% Improve the store/branch customer service experience 5% 1% 6% Catch up to the competition 3% 2% 2% Offer a m obile customer service. 3% 9% 9% Improve the phone self-service (IVR) customer service experience 3% 5% 5% Offer additional communication channels (ex. email, chat) to existing customers 3% 5% 7% 1% Offer social customer service, using for example Twitter of Facebook 3% 3% Base: 152 North American Customer Service decision-makers Source: A commissioned study conducted by Forrester Consulting on behalf of salesforce.com, July 2012
    • Customer Satisfaction is the Leading Metric “What are the main measurements of success for your customer service operations?" (Select your top 5) Base: 152 North American Customer Service decision-makers Source: A commissioned study conducted by Forrester Consulting on behalf of salesforce.com, July 2012
    • Evolution of Channel Support Support cost and operational complexity increases with every channel supported. Start simple and only add when there is a strong business reason. • Video Others • SMS • Mobile AppOperational Complexity • Social Media Voice Voice Chat Chat Chat Email Email Email Email Web Web Web Web Web Typical Channel Evolution
    • Evolution to “Omnichannel” Source: http://catchwordbranding.com
    • Difficult to Delight Your Customers TodayInconsistent Service Across Low Agent Poor Customer Experiences Channels Productivity Unhappy Customers Disconnected systems Multiple service screens No context Multiple knowledge No single knowledge source Not personalized bases Slow, inaccurate answers Not connected to back-office No support for social Low quality of interaction No collaboration No support for mobile Companies Agents must use Customers stop92% reported decline in customer 54% multiple sources to 86% doing business after answer customer one negative satisfaction inquiries interaction
    • Grow Customer Satisfaction with Service Cloud Cloud . Mobile . Social +34% Customer Satisfaction Outstanding Multi- Higher Agent Amazing Customer Channel Service Productivity Experiences +37% +36% +28% Increase in first Higher agent Increase in customer contact resolution productivity retentionSource: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
    • The Multi-Channel Console Available Channels • Logging Interactions • Case Feed
    • The Multi-Channel Console Demo
    • The Multi-Channel Console Available Channels • Logging Interactions • Case Feed
    • The Multi-Channel Console Available Channels • Logging Interactions • Case Feed
    • The Multi-Channel Console Available Channels • Logging Interactions • Case Feed
    • The Multi-Channel Console Available Channels • Logging Interactions • Case Feed
    • The Multi-Channel Console Available Channels • Logging Interactions • Case Feed
    • The Multi-Channel Console Available Channels • Logging Interactions • Case Feed
    • The Multi-Channel Console Available Channels • Logging Interactions • Case Feed
    • Future Capabilities• Next Generation Console• Open CTI• Presence
    • Future Capabilities
    • Beyond Case Management • What are the right channels for your business • The Console in Contact Centers
    • Nathan BeckerExecutive Director – Solutions ManagementYP
    • YP is North America’s largest local search, media and advertising company YP Local Ad Network: 76 Million uniques monthly (10 million on mobile) 18 Million listings 500,000+ Advertisers 5,000+ Sales Force 300+ PublishersSources: 1) Sales Force Ranking from Gordon Borrell, Borrell Associates, Feb 2011 2) YELLOWPAGES.COM, comScore Top 2000 Web Domains Report, June 2011 3) 38B Impressions Based onAT&T Interactive Internal Reporting of Free and Paid Business Listing Impressions Across Entire YP Local Ad Network in 2010 4) Run Rate Revenue Based on AT&T Interactive Internal Reporting5) Local Business Listings Based on AT&T Interactive Internal Reporting 6) Monthly Unique Visitors Based on YP.COM Network, comScore, June 2011 7) Publisher Sites and Apps Figure Basedon AT&T Interactive Internal Reporting 8) Sales Presence Figure Based on AT&T Interactive Internal Reporting
    • • Customer since 2004• 20+ Apps across many Sales, Service, Operations, Publishing, and Finance channels.• 2600 Salesforce users – 5700 by Q2• 660 Portal users• 148 Custom objects, 180 VF pages, 360 Dashboards…• 15 integrated external systems
    • Cloud Console for TelesalesObjectives• Move telesales to the Cloud - replace on premise system• Rapid fire dialing • Balance effective preview time with high volume calls• All in one place - Customer vitals, dialing, dispositions• CTI call control• Guided (forced) action - disposition before moving next• Flexible process config for Campaign Admins • Preview time • Time before recalling • Call and preview limits• Measure everything
    • Campaign Admin
    • Campaign Admin
    • Campaign Admin
    • Cloud Console for theAccount Executive
    • Cloud Console for theAccount Executive
    • Cloud Console for theAccount Executive
    • Cloud Console for theAccount Executive
    • Cloud Console for theAccount Executive
    • Cloud Console for theAccount Executive
    • Cloud Console Future• Integrated proposal and product performance apps• Auto dialing• Cloud CTI• Omni channel focus on customer experience
    • Shout outsLauren Hsu, Shrikant Zile, Emilio Castillo, Sayeed Faruki, Kathryn Lanee, Vishal Mehta, SarahKhakhayev, Holly Lite, Shane Moore, Katie Eck, Maureen Spray, Ann Lee, Ravi Ravichandran,Denise Belotti, Fay Lung …We are hiring! Join our team!Director of Product ManagementCRM Solution Developers/AdminsSoftware Engineers/ArchitectsTechnical Product Managers/Designers
    • Visit the Live Call Center
    • Gautam Vasudev Bobby Buntin Nathan Becker Product Manager, Manager, Deloitte Consulting Executive Director –@Gautam_Vasudev LLP Solutions Management, YP @BobbyBuntin A big thanks to the Agent Experience Team!
    • 2011 2012 Hot Keys Pinned List Views Push Notification API CTI 4.0 Cross Domain JavaScript API Push Notifications Personalization Contextual Detail Components Open CTI Suggested Knowledge Live AgentIntegration Toolkit JavaScript API Global Event Model, Application Components Navigation Tab Contextual Workspace Components Highlight Panel Bookmark-able URLs Interaction Log Custom Logos
    • 2011 2012 Hot Keys Pinned List Views Push Notification API CTI 4.0 Cross Domain JavaScript API Push Notifications To learn more, visit our blog site - Personalization Contextual Detail Components http://wiki.developerforce.com/page/DevelopingWithSer CTI Open viceAndSupport#The_Service_Cloud_Console Suggested Knowledge Live AgentIntegration Toolkit JavaScript API Global Event Model, Application Components Navigation Tab Contextual Workspace Components Highlight Panel Bookmark-able URLs Interaction Log Custom Logos