Vocalcom Effortless Contact Center TM


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Vocalcom Effortless Contact Center TM

  1. 1. © 2014 Vocalcom, Inc. Effortless Contact Center™ Prepared for …
  2. 2. 2
  3. 3. © 2014 Vocalcom, Inc. ForContactCenterpeoplebyContactCenterpeople! 3 “Vocalcom was founded on a very simple principle: bring innovation to Contact Centers by creating solutions that Contact Center managers could adopt and manage by themselves” Anthony Dinis, Founder & CEO
  4. 4. © 2014 Vocalcom, Inc. Customer centricity tops the CxO agenda 4 7 in 10 CxOs recognize the imperative of transforming the customer experience IBM Global C-suite Study, Sep 2013
  5. 5. © 2014 Vocalcom, Inc. Customer Service needs to step-up… 5 • Provide easy access using customer’s desired channels • Reduce customer effort for getting things done • Surprise customers at moments of truth • Engage when relevant, and at the right time of interactions happen with Customer Service (source: Gartner) 75%
  6. 6. © 2014 Vocalcom, Inc. Source: Forrester's Top Trends for Customer Service In 2014 Give advice Provide multichannel service Put agent experience at the forefront Leverage the cloud for agility Proactive engagement Power good service with reliable data at the right time Proactively notify customers Provide smart offers, actions and connections Use customer feedback to operationalize insights Embrace mobile first Improve end to end Service with analytics … putting Contact Center managers under pressure 6
  7. 7. 7 CFI Group's 7th Contact Center Satisfaction Index (CCSI) study Despite all efforts, Customer Satisfaction with Contact Centers dropped a whopping 10% in 2013!
  8. 8. © 2014 Vocalcom, Inc. What’s the point of technology if it takes months to deploy & can never be changed ? 8
  9. 9. © 2014 Vocalcom, Inc. Speed Talent Scarcity Cost The new world has 3 currencies 9
  10. 10. © 2014 Vocalcom, Inc. Contact Centers need to become effortless 10 Effortless for customers Effortless for all constituents!
  11. 11. © 2014 Vocalcom, Inc. Effortless Contact Center™ 11 • Access on own terms • Get things done simply • Be remembered and engaged when relevant Customers • Streamlined experience • Information at fingerprints • Intuitive collaboration Agents • Personal dashboard • Monitoring & engagement • Self-Service reporting Supervisors • Out of the box capabilities • Ability to activate or change • Access to best practices ContactCenter Managers • Complete solutions that deploys in days/weeks • Choice of public or private Cloud • Integrate easily channels & applications ITManagers
  12. 12. © 2014 Vocalcom, Inc. Vocalcom unifies the front office across all channels 12
  13. 13. © 2014 Vocalcom, Inc. Vocalcom is an all-inclusive solution 13 Hermes multi-channel routing
  14. 14. © 2014 Vocalcom, Inc. Vocalcom is designed around 4 user experiences 14 Customer Agent Supervisor Administrator Vocalcom Multi-channel Contact Center
  15. 15. © 2014 Vocalcom, Inc. Unified Agent Experience 15
  16. 16. © 2014 Vocalcom, Inc. Personalizable Supervisor Experience 16
  17. 17. © 2014 Vocalcom, Inc. Empowering Administrator Experience 17
  18. 18. © 2014 Vocalcom, Inc. Vocalcom comes packaged in 4 editions 18 CloudContactCenter •Leverages Amazon Web Services platform •Operated by Vocalcom CloudContactCenterforSalesforce •Built on top of Salesforce1 platform •Integrates with all SalesForce applications •Leverages Service Cloud for CRM VirtualContactCenter •All-in-one Contact Center solution •Pure web architecture optimized in Private Cloud ContactCenterforAvaya •Multichannel addition for Aura and IP Office •Easy add-on maximizes existing investments Vocalcom in the Cloud Vocalcom on-premises
  19. 19. © 2014 Vocalcom, Inc. Vocalcom is cloud 19 First hosted client Hermes for Amazon Web Services 1/3 Vocalcom revenues are cloud Pure web architecture (Hermes.Net) Hermes for Salesforce (Force.com) 100th Cloud client
  20. 20. © 2014 Vocalcom, Inc. Vocalcom addresses new buying behaviors 20 Choice of deployment • Cloud • On-premises • Hybrid Predictable costs • Usage based pricing • Simple inclusive concurrent seat price • Optional competitive telecom pricing self-service model • Contact Center managers can turn-on/change capabilities • Guided configuration & wizards • Alleviate the IT burden deploying and maintaining the solutions Access to best practices • 2 decades of Vocalcom know- how baked into the solutions
  21. 21. © 2014 Vocalcom, Inc. Vocalcom features a powerful cloud architecture 21 • Leverages Amazon Web Services virtualization & redundancy • Automatic database failover • Agent, supervisor & administrator are all pure web clients • Voice is both fully redundant and monitored end-to-end Centralized recording Voice Experience monitoring Monitoring Console Full replication across Availability Zones & automatic failover AWS Direct Connect Hermes applications Redundant Call Control Redundant Media processing (Dialogic HMP) Redundant Voice termination (AudioCodes SBCs) Administration console Supervision console Home agent Hermes AgentHermes AgentAgent workplace Vocalcom NOC
  22. 22. © 2014 Vocalcom, Inc.  Paris EMEA NOCEquinix Virginia Equinix  Oregon Terrmark San Paolo  Americas NOC Telecity Group  London Vocalcom global Cloud deployment 22 • Global availability (13 countries) • 24x7 operation from 2 NOCs • 99.95% availability • PCI DSS compliant platform Legend Amazon Data Centers Voice Network termination Network Operation Center NOC
  23. 23. © 2014 Vocalcom, Inc. Vocalcom is integrated into Salesforce 23 • Contact Center capabilities built on top of the Salesforce1 platform • Seamless integration with Salesforce product suite
  24. 24. © 2014 Vocalcom, Inc. Vocalcom offers self-service configuration 24
  25. 25. © 2014 Vocalcom, Inc. 3,500 customers across industries 25
  26. 26. © 2014 Vocalcom, Inc. Vision 26 Innovate the Customer Experience by enabling Contact Center managers
  27. 27. © 2014 Vocalcom, Inc. The Vocalcom promise 27 1.All-in-one contact center solutions 2.Cloud delivery model of your choice 3.Differentiated user experiences to empower your customer-facing staff 4.Industry best practices baked into our products 5.A passion to bring innovation to Contact Centers
  28. 28. © 2014 Vocalcom, Inc. Effortless Contact Center™ 28 Learn how customers have deployed Effortless Contact Centers http://www.vocalcom.com/en/resources/call-center-software-solutions-testimonial-videos
  29. 29. © 2014 Vocalcom, Inc.29 The California Fair Employment & Housing Act (FEHA) and federal Americans with Disabilities Act (ADA), enforced by the California Department of Fair Employment & Housing (DFEH), prohibit employment discrimination and harassment based on a person’s disability or perceived disability. The California and federal laws require employers to reasonably accommodate individuals with mental or physical disabilities. Such accommodations include providing employees with visual impairments with access to screen reading software. The Hermes system is compatible with access software such as JAWS screen reading software, which allows users to hear the words displayed on the screen. Vocalcom will not charge its customers for the first two hours of professional service required to make minor script modifications of the Hermes system requested by customers to make JAWS screen reading software better meet a customer’s business needs.
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