Salesforce Screen Pop - By


Published on powered CTI popsup caller information into before the call is answered allowing agents to provide a more personalized experience to the callers

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Salesforce Screen Pop - By

  1. 1. ‘Screen Pop’ for Call Center Edition = +
  2. 2. Who is <ul><li>Founded in 1999 as a BU of MicroStrategy (MSTR) </li></ul><ul><li>Patented IVR Technology: 25+ granted, more pending </li></ul><ul><li>Over 1,600 customers running over 10,000 applications </li></ul><ul><li>Awards: </li></ul><ul><ul><li>AVIOS Best Call Center Hosting Solution and Best Voice Portal Approach </li></ul></ul><ul><ul><li>Speech Technology Magazine’s Top Ten Leaders in Speech </li></ul></ul><ul><ul><li>PC Magazine – 4.5 out of 5 stars </li></ul></ul>“’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. 3. Two Important Business Tools <ul><li>The two most important tools in your business organization are: Support System and Phone </li></ul><ul><li>But currently your Support System and your phone don’t interact with each other </li></ul><ul><li> integrates your Phone and Support System </li></ul>CRM
  4. 4. Unhappy callers waiting on hold? <ul><li>Are your customers frustrated? </li></ul><ul><li>Do your customers wait in long queues for a live agent to resolve basic inquiries, such as </li></ul><ul><ul><li>Checking case status </li></ul></ul><ul><ul><li>Updating cases </li></ul></ul><ul><ul><li>Checking order status </li></ul></ul><ul><ul><li>Getting payment confirmation </li></ul></ul>
  5. 5. Agents stressed out? <ul><li>Are your agents answering simple questions over the phone? </li></ul><ul><ul><li>e.g. Did you receive my online payment? </li></ul></ul><ul><ul><li>Just calling to check ticket status. </li></ul></ul><ul><li>Do your agents wish they knew the reason the customer is calling before they pick up the phone? </li></ul><ul><li>Are your agents used for easily automated tasks, while callers with complex task are left in queue? </li></ul><ul><li>Must your support reps manually log every call into your CRM instead of helping customers? </li></ul>
  6. 6. Customer Support Applications <ul><li>Customized caller experience through automated interaction with backend databases </li></ul><ul><li>Automated Call Distribution to get your customers to the most appropriate agent </li></ul><ul><li>Screen pop so your agents know who the customer is and why they are calling </li></ul>
  7. 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. 8. ‘Screen Pop’ caller data to your agents CTI Integration to Agent Desktop Caller input
  9. 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. 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 Caller input
  11. 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. 12. Benefits of the integration <ul><li>Screen Pop: </li></ul><ul><ul><li>Pop up caller information into before the call is answered </li></ul></ul><ul><ul><li>Collect information from front-end IVR and ‘pop’ it to agents </li></ul></ul><ul><li>Click to Call: </li></ul><ul><ul><li>Dial out from contacts, lead, accounts by just clicking on the number </li></ul></ul><ul><ul><li>Activity is automatically logged into Salesforce </li></ul></ul><ul><li>Automation: </li></ul><ul><ul><li>Customer can check status, update existing cases and open new cases </li></ul></ul><ul><ul><li>Automatically logs incoming and outgoing calls </li></ul></ul><ul><ul><li>Automatically logs comments under a case / contact in </li></ul></ul><ul><ul><li>Creates case updates for each voice message left by the customer </li></ul></ul>
  13. 13. CTI Features <ul><li>One login for your CRM and call centers </li></ul><ul><ul><li>Agents only have to log into to take calls </li></ul></ul><ul><ul><li>The call center is integrated seamlessly into your account </li></ul></ul><ul><ul><li>Centralize all support automation - web, email and phone support </li></ul></ul><ul><li>Reporting: </li></ul><ul><ul><li>Use the power of Dashboards and Reporting to track every call from into and out of your account </li></ul></ul><ul><ul><li>View real-time stats and monitor call activity </li></ul></ul><ul><li>Completely Hosted: </li></ul><ul><ul><li>ACD functionality </li></ul></ul><ul><ul><li>Call queuing and routing </li></ul></ul><ul><ul><li>Call whispering </li></ul></ul><ul><ul><li>Call management/monitoring </li></ul></ul>
  14. 14. Call center inside <ul><li>Agent login screen for Virtual Call Center </li></ul>
  15. 15. Call center inside <ul><li>Agent is logged into call queue and ready to take calls </li></ul>
  16. 16. Call center inside <ul><li>Agent receives a call, appropriate contact name, case number is popped-up </li></ul>
  17. 17. Call center inside <ul><li>After the call, agent can take notes about the call and save then into the contact, account or case </li></ul>
  18. 18. Add/Delete agents around the world <ul><li>Easily add / delete / edit agents around the world </li></ul>