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Salesforce Screen Pop - By Angel.com
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Salesforce Screen Pop - By Angel.com

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Angel.com powered CTI popsup caller information into Salesforce.com before the call is answered allowing agents to provide a more personalized experience to the callers

Angel.com powered CTI popsup caller information into Salesforce.com before the call is answered allowing agents to provide a more personalized experience to the callers


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Transcript

  • 1. Salesforce.com ‘Screen Pop’ for Call Center Edition = +
  • 2. Who is Angel.com
    • Founded in 1999 as a BU of MicroStrategy (MSTR)
    • Patented IVR Technology: 25+ granted, more pending
    • Over 1,600 customers running over 10,000 applications
    • Awards:
      • AVIOS Best Call Center Hosting Solution and Best Voice Portal Approach
      • Speech Technology Magazine’s Top Ten Leaders in Speech
      • PC Magazine – 4.5 out of 5 stars
    “ Angel.com’s Virtual Call Center solution has helped us to reduce our call abandonment rate by 67% and increase our average speed of answer by 44%.” - Gary Janos, Dir. of Tech. Support, Borland Software Corp.
  • 3. Two Important Business Tools
    • The two most important tools in your business organization are: Support System and Phone
    • But currently your Support System and your phone don’t interact with each other
    • Angel.com integrates your Phone and Support System
    CRM
  • 4. Unhappy callers waiting on hold?
    • Are your customers frustrated?
    • Do your customers wait in long queues for a live agent to resolve basic inquiries, such as
      • Checking case status
      • Updating cases
      • Checking order status
      • Getting payment confirmation
  • 5. Agents stressed out?
    • Are your agents answering simple questions over the phone?
      • e.g. Did you receive my online payment?
      • Just calling to check ticket status.
    • Do your agents wish they knew the reason the customer is calling before they pick up the phone?
    • Are your agents used for easily automated tasks, while callers with complex task are left in queue?
    • Must your support reps manually log every call into your CRM instead of helping customers?
  • 6. Customer Support Applications
    • Customized caller experience through automated interaction with backend databases
    • Automated Call Distribution to get your customers to the most appropriate agent
    • Screen pop so your agents know who the customer is and why they are calling
  • 7. Your CRM data drives an improved caller experience “ I see that there’s an order in progress for you.  Is that what you’re calling about today?” “ Welcome back! And thanks for your last payment, which was received on December 21 st …” “ I see that you’ve been dealing with a tech support issue. I’ll get you over to the specialist that was helping you earlier.”
  • 8. ‘Screen Pop’ caller data to your agents CTI Integration to Agent Desktop Caller input
  • 9. Click-to-Call to automate & track outbound calls Click the phone number within the lead or contact record An Activity is automatically logged with a recording of the call No more dialing and logging activities
  • 10. Automate routine call center tasks Data Logged Into CRM Case/Order status automatically given to customer Customer All calls are logged and available for reporting within salesforce.com Caller input
  • 11. CTI Reference Deployments & Components IVR ACD/PBX CTI CRM Reference Price Estimate 200 Agents, 1M Calls/Mo Speed $250K HW&SW $15K Support Greater than $500K $50K Support MANY ~$35/Agent/Mo ~$50K Integration 6 months 2 months 3 months Tomorrow MANY FREE Existing CTI OnPrem CTI Hosted CTI CTIaaS
  • 12. Benefits of the salesforce.com integration
    • Screen Pop:
      • Pop up caller information into Salesforce.com before the call is answered
      • Collect information from front-end IVR and ‘pop’ it to agents
    • Click to Call:
      • Dial out from contacts, lead, accounts by just clicking on the number
      • Activity is automatically logged into Salesforce
    • Automation:
      • Customer can check status, update existing cases and open new cases
      • Automatically logs incoming and outgoing calls
      • Automatically logs comments under a case / contact in Salesforce.com
      • Creates case updates for each voice message left by the customer
  • 13. Salesforce.com CTI Features
    • One login for your CRM and call centers
      • Agents only have to log into salesforce.com to take calls
      • The Angel.com call center is integrated seamlessly into your salesforce.com account
      • Centralize all support automation - web, email and phone support
    • Reporting:
      • Use the power of salesforce.com Dashboards and Reporting to track every call from into and out of your salesforce.com account
      • View real-time stats and monitor call activity
    • Completely Hosted:
      • ACD functionality
      • Call queuing and routing
      • Call whispering
      • Call management/monitoring
  • 14. Call center inside salesforce.com
    • Agent login screen for Virtual Call Center
  • 15. Call center inside salesforce.com
    • Agent is logged into call queue and ready to take calls
  • 16. Call center inside salesforce.com
    • Agent receives a call, appropriate contact name, case number is popped-up
  • 17. Call center inside salesforce.com
    • After the call, agent can take notes about the call and save then into the contact, account or case
  • 18. Add/Delete agents around the world
    • Easily add / delete / edit agents around the world