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Odigo for salesforce com

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Cloud Voice solution fort contact centers

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Odigo for salesforce com

  1. 1. 1Copyright © Prosodie Capgemini 2013. All Rights Reserved Presentation Title | Date OdigoforceOdigo for Salesforce.com Cloud voice solution for contact centers
  2. 2. Odigo is a cloud-based voice solution that redefines how accessible you are to your customers and your ability to be responsive. Salesforce allows you to manage your customers with a unified solution, providing all the channels except the voice. Salesforce.com customers have a fulll cloud service, from the digital to voice channels. Cloud Voice solution Cloud CRM & digital channels 100% cloud customer service 1 Executive summary 2 Our solution 3 Our customers 4 Who we are BRINGING THE VOICE TO SALESFORCE.COM Odigo for Salesforce.com Odigo
  3. 3. 3 THINGS YOU NEED TO KNOW Odigo retires your PBX Odigo completely removes the need for you to manage or maintain onsite PBX hardware. So there is no need to be concerned about where employees are based or what device they are using to communicate with your customers. The Odigo platform is built in a highly available, load balanced, instantly scalable environment that has no dependency on a physical location or datacentre. All you need is a web access and a phone (landline, mobile or softphone). Odigo goes beyond the call center 50% of the 2 billion calls we manage per year are not happening in a call center. Branches, shops, remote experts, sales representatives,… We are all contact center agents when it comes to dealing with a customer. Odigo is not a Contact Center Solution, we are a Customer Center Solution. Telco is hard, we are telco For most of our customers, telco is a problematic area. It’s a complex world. We are both a software company, creating new communications experiences, and a telco operator. Odigo is bridging the gap between the traditional communications and software worlds and eliminating the past complexity and expense. Odigo provides a unique end to end service, from telco to software. 1 2 3 1 Executive summary 2 Our solution 3 Our customers 4 Who we are
  4. 4. ”As unsexy and low-tech as it may sound, our belief is that the telephone is one of the best branding devices out there.” Tony Hsieh Zappos Founder
  5. 5. Susan The customer I want to get connected to the right person right away, without waiting. And I hate having to repeat myself. I also need help when I am connected on your websites or mobile app. Betty The agent I want to know who is calling, and what for before I pick up the phone. I also need call management features: call transfer, recording, post call qualification. I also want to be useful, so just give me high added value calls. Paul The call center manager I need to have real-time supervision metrics, to have a global vision of the quality of the service. And I need to be able to get in the action on targeted calls. Daniel The salesman I have phone conversation with my customers everyday. Every important communication I have with my customers is on the phone: winning a deal or managing a crisis. DIFFERENT EXPECTATIONS 1 Executive summary 2 Our solution 3 Our customers 4 Who we are
  6. 6. Susan dials a local number or vocal portal. She can also make a smart call via a mobile app or website. Odigo understands what she wants, and who she is. In some cases she will be sent to a voice self service Susan is having a conversation with the right agent, who knows who she is and what she wants. Susan can rate her experience after the call. Betty will know before receiving the call the choice Susan made in the IVR, the number she called, and her waiting time. She will have a screen pop in Salesforce.com Betty can take notes, record, or transfer the call., She can schedule a call back and send an SMS. Call tracking and agent notes are logged into Salesforce.com Paul knows the traffic and queues on the various sites, skills and entities of his virtual contact center. Paul has real-time supervision dashboards. He can take action, by listening or recording a conversation. Paul gets statistical reports. He can do some quality monitoring or workforce management. If Daniel is unavailable (meeting, holidays) he declares via a simple touch in Slaesforce1.. Daniel can record the call, transfer it or have a conference call with a colleague. He can also make an outbound call via a touch to call. Call tracking and notes are logged into Salesforce.com Before a conversation During a conversation After a conversation DIFFERENT EXPERIENCES 1 Executive summary 2 Our solution 3 Our customers 4 Who we are The customer The agent The call center manager The salesman
  7. 7. THE CUSTOMER EXPERIENCE S Susan uses a mobile application With Smart Call, Susan can reach your company in a new easy way, by using your company’s application or mobile website. In a few seconds she browses though the visual IVR in the app. Once she has made her choice from the menu, her waiting time is displayed. With a simple touch she can register herself in the queue, without actually calling. Then she is free to leave the application. And when her turn comes, she is notified by Odigo. For Susan, it means no more time wasted, and waiting time is free of charge. The Smart Call experience can be embedded in an existing app on Android or iOS. Click here to watch the video With Smart Call, make your app conversational 1 Executive summary 2 Our solution 3 Our customers 4 Who we are
  8. 8. If the call center is closed, Susan will see it right away. Waiting time is free of charge! Bye Bye Give us your feedback! Send Susan can easily give some feedback I love this Smart Call experience! THE CUSTOMER EXPERIENCE S Susan uses a mobile application 1 Executive summary 2 Our solution 3 Our customers 4 Who we are
  9. 9. Susan is a runner, she wants to buy a new heart rate monitoring watch. It’s an expensive product, and it can be somtimes complex to be sure it’s the right choice. She needs to be reassured she is making the right choixe. She uses the one touch live support. No need to explain why she is calling, we know she has questions on that product. Live support has asked for an agent with the right skill to assist Susan. The agent knows even much more about Susan as she is in our Salesforce.com database. With the one touch live support, no need to ask your customer why they are calling. The webpage they are calling from is enought. THE CUSTOMER EXPERIENCE S Susan uses a mobile application With the one touch live support, we know why Susan is calling without asking. 1 Executive summary 2 Our solution 3 Our customers 4 Who we are
  10. 10. Let your customers know if you are open and available before they make the call. Susan wants to call her bank, and is looking for the contact details on the website. Before making the call, she sees the waiting time? She can ask for a web call back. THE CUSTOMER EXPERIENCE S Susan uses a mobile application 1 Executive summary 2 Our solution 3 Our customers 4 Who we are
  11. 11. When calling the traditional way, Susan will be welcomed by a “human like “ IVR. She will express herself using her own words with extra phrases like ‘Um, I guess’ or ‘Yeah, I’d like. Odigo’s natural language technology understands complex sentences, multi- string words, abbreviations, slang, misspellings, fragments, and all things that make up a real human conversation. You can consistently deliver a great customer service experience while improving your self- service system’s containment rate. Odigo encourages natural, human-like conversations – the conversations that create more satisfying interactions with your customers. THE CUSTOMER EXPERIENCE S Susan calls a natural speaking IVR Let your customers use their own words to better understand what they want You can’t see her, but she can hear you. Hello, how can I help you? 1 Executive summary 2 Our solution 3 Our customers 4 Who we are
  12. 12. SSO When signing in Salesforce.com, Betty is signed in automattically into Odigoforce Freesitting Betty can choose to receive a call on her mobile, a lndline phone or a softphone Alerted that a call is coming in Pop up of customer contact info Call management Betty can record a call, transfer that call, put it on hold or have a conference call. She can also take notes during the call Click to call Fix an appointement Fix a call back and send confirmation via SMS My Activity Betty checks her personal dashboard Take a break Update of record in Salesforce.com During a callBefore a call After a call automatic THE AGENT EXPERIENCE Betty manages calls from Salesforce.com 1 Executive summary 2 Our solution 3 Our customers 4 Who we are
  13. 13. SSO: log once Every morning Betty logs into Salesforce.com to get all the info she needs to deal with customers. She is also automatically logged to Odigo (SSO). Free seating: log the phone number of your choice Betty can use different phones to connect with Odigo: a traditional landline phone, her mobile or a softphone integrated in her computer. The only thing Odigo needs is a phone number. Context of the call before the conversation All the information on the context of the call is transferred to Betty before she picks up: the phone number dialed by the caller, the choice he made in the IVR and his phone number. The actual waiting time (vs announced) is also pushed to Betty. Of course, there is a Salesforce.com screen pop. THE AGENT EXPERIENCE Betty manages calls from Salesforce.com 1 Executive summary 2 Our solution 3 Our customers 4 Who we are
  14. 14. Transfer, record and have a conference call Betty can manage her calls right from the Service Cloud: pick up, click to dial, record, transfer, put on hold and have a conference call. Take notes during the call Betty can take notes during the conversation, these notes will be logged into Salesforce.com as soon s as the call is hanged up. Different status to the call can be defined (ex…). Send a message At anytime she can send an SMS to her customer and use preformatted templates, to confirm a meeting for example Preview before call back When making an automatic call back, the agent can preview the call back to accept or refuse the call THE AGENT EXPERIENCE Betty manages calls from Salesforce.com 1 Executive summary 2 Our solution 3 Our customers 4 Who we are
  15. 15. Change your skills in real time If the call center manager gave her the right to, Betty can change her skill to in real time. This can be usefull when the waiting time for a specific skill is too long for example Call log into Salesforce.com Of course, the customer’s historical contacts is automatically updated (when the customers called, how long it lasted, as well as post call qualification). My activity A caller can see metrics about his personal activity, and about what’s happening in the call center as a whole. THE AGENT EXPERIENCE Betty manages calls from Salesforce.com 1 Executive summary 2 Our solution 3 Our customers 4 Who we are
  16. 16. Paul needs to have real-time supervision metrics, to have a global vision of the quality of the service. Configuring and checking dashboards He can configure in Salesforce.com the supervision dashboard he wants by choosing his KPIs. These real- time metrics will be available on his laptop and the Salesforce1 mobile application. So Paul always knows what’s happening, even when not at his desk Listening or recording a call from Salesforce1 At anytime, from his PC or mobile, Paul can privately listen to a conversation or decide to record a call for training purposes. THE CALL CENTER MANAGER EXPERIENCE Paul supervises in real-time from Salesforce.com 1 Executive summary 2 Our solution 3 Our customers 4 Who we are
  17. 17. Skills-based routing Finds the best skilled and available agent for your customer, with a skill proficiency reflecting the agent’s level of knowledge. Multi-site routing Treat all your agents as a single pool of available resources based on skills, and deliver the interaction to the best available resource across any location. Non-call centre or external routing Route and monitor incoming calls to non-call centre staff for extra capacity. You don’t need to manage the local call centre platform, you manage the queue in the cloud and offer overflows’ capacity in case of none response. Service objective routing Intelligently analyzes your service levels to make real-time decisions on the most efficient routing path, balancing service levels across predefined queues. In times when you are understaffed, service objective routing will try to find the best possible outcome. Last Agent routing Assigns interactions to the agent who last handled the customer interaction, even across multiple channels.. Schedule-based routing Guarantee the volume of calls to your outsourcers or pools of agents per certain hours or days of a week THE CALL CENTER MANAGER EXPERIENCE Paul defines call-flow and routing 1 Executive summary 2 Our solution 3 Our customers 4 Who we are
  18. 18. Put calls in your 360 view of the customer to make more business. Everytime Daniel has a call with a customer, it is handeled by Odigo and automatically tracked into Salesforce.com. Daniel and his manager can get a 360 view of their business. Daniel or his manager can also record a call, for monitoring and training purposes, to make sure employees are on-point and up- to-date, and to improve their productivity. No information is lost and calls can be listened to again to retrieve important facts. If Daniel is not avaialble to take calls, he notifies it in Salesforce1, and his customers will be routed to his assistant, a colleague or his voicemail. CRM interaction time can be significantly reduced with features such as click-to-dial and wrap up notes to progress the sales cycle, all from within Salesforce. Daniel can therefore spend less time on admin and more time selling. On call SMS THE SALESMAN EXPERIENCE Daniel improves his voice communication 1 Executive summary 2 Our solution 3 Our customers 4 Who we are
  19. 19. Daniel updates his status declaring himself as available or not for incoming calls. Business messages are logged into Salesforce.com, and displayed as conversations Daniel has a buiness voicemail, safer than a personal voicemail. His messages are stored in the cloud, and can be shared on Chatter. Daniel makes a call wrap- up and can schedule a call back or other activity Status Schedule a callback Schedule an activity Post on Chatter Steve Bugger needs a discount on our latest proposal by friday. Notes THE SALESMAN EXPERIENCE Daniel improves his voice communication 1 Executive summary 2 Our solution 3 Our customers 4 Who we are
  20. 20. ODIGO FORCE.COM FEATURES Betty The agent Paul The manager Daniel The salesman Call management SSO X X X Screen pop (on PC/Mac) X X X Free seating X - - Transfer a call X X Salesforce1 Conference call X X X Schedule a call back X X - Click to call X X X Enriching the 360 view Call log into SFDC X X X Call notes X X X Real-time statistics for the contact center - Salesforce1 - Real-time statistics for the agent X - - Record a call X Salesforce1 Salesforce1 Messaging (SMS) X X X All these features have been redevelopped in force.com and are fully compatible with the various Salesforce.com services (Sales &, Service cloud). 1 Executive summary 2 Our solution 3 Our customers 4 Who we are
  21. 21. Call Center Management Skills-based routing - X - Multi-site routing - X - Non-call centre or external routing - X - Service objective routing - X - Last Agent routing - X - Schedule-based routing - X - Statistics - X - IVR builder - X - Optimizing the voice experience (optional modules) Speech recognition & natural language - X - Speech analytics - X - Quality monitoring - X - Betty The agent Paul The manager Daniel The salesman These features are provided by the Odigo suit. All the Call Center management features are core features. The omptimization features are optional modules. OTHER ODIGO FEATURES 1 Executive summary 2 Our solution 3 Our customers 4 Who we are
  22. 22. ODIGO TECHNICAL OVERVIEW Odigo Cloud Platform Telco gateways SIP / TDM / IP Security PCI DSS Database Processing platform Odigo functionnalities Connect Welcome Engage Optimize Virtualization Multi-tenancy Phone numbers Messaging Short codes Carrier connectivity IVR Smart Call Speech recognition Call recording ACD Queue management Presence management Skill based routing CTI Statistics Quality monitoring Speech analytics Workforce managment Preferred agent routing Inbound / Outbound / Blended 1 Executive summary 2 Our solution 3 Our customers 4 Who we are
  23. 23. 170 CUSTOMERS ACROSS ALL INDUSTRIES With 4 major sectors Financial services Industry & utilities Retail Public sector 1 Executive summary 2 Our solution 3 Our customers 4 Who we are
  24. 24. PAGES JAUNES Who is Pages Jaunes? Pages Jaunes, the french Yellow Pages, is part of the Solocal Group which ranks #1 on local communication in France, with revenues of €1.07 billion in 2012. It employs 4,900 people in France, Spain, Luxembourg and Austria, including 2,300 sales advisers to support its 677,000 local and national advertising customers. Pages Jaunes offers to local professionals the possibility to communicate on its annuary, print and digital (videos, website, click to call). The challenge Pages Jaunes is going trough a global transformation, from a product centered company selling paper annuaries to a customer company selling digital services. A major transformation driver is its customer serivice. Pages Jaunes has more than 650,000 advertsing customers that can contact the customer service for questions regarding their business contracts with Pages Jaunes. The group needs to give more autonomy to its local presence, and develop its customer intimacy. The virtualization of the contact center, with more than 300 internal employees on 30 differents locations, is an important step in that process. Pages Jaunes also wanted to reinforce its local touch by keeping its local phone numbers, instead of providing a national phone number. Pages Jaunes needed a solution that would be: • Easy to deploy • integrated with the service console • Scalable • With a rich functional scope Prosodie was competing against Orange Business Sevices (OBS). Why we won Odigo was chosen for 4 reasons: • Its open CTI connector • A timetomarket solution • The SLAs • It’s scalability « How do you give a local touch to your customer service on 30 different locations with a centralized customer service solution? » 1 Executive summary 2 Our solution 3 Our customers 4 Who we are
  25. 25. My Advisor, an application that generates conversations that make a difference Odigo helps customers from the Credit Agricole reach their bank through a mobile application, My Advisor. With a simple touch the customer can call his personal advisor without knowing his phone number. He can also send him a message without knowing his email. He can also program an appointment through a connected agenda. The application was developed by Backelite, Prosodie’s mobile agency, BANK CREDIT AGRICOLE 1 Executive summary 2 Our solution 3 Our customers 4 Who we are
  26. 26. A COMPLETE RANGE OF IT SERVICES Back office digital transformation Large scale projects Front-office service provider Odigo Payment transactions Hosting Mobile agency Web & mobile UX 1 Executive summary 2 Our solution 3 Our customers 4 Who we are
  27. 27. 1 Executive summary 2 Our solution 3 Our customers 4 Who we are Click here to watch the video FRONT OFFICE SERVICE PROVIDER Prosodie is both a cloud software company and a telco operator. We manage multichannel customer services, payment, telephony over ip, ebusiness platforms, online payment and prepaid solutions. Prosodie is ISO 9001-2000 and ISO 20000. Our multichannel payment platform is also PCI-DSS certified. A few figures: - 1 000 employees - 2 billion calls per year - 300 million SMS per year - 100 000 Odigo agents - Up to 5 000 payment transaction per second - 500 connected IT systems - 8 datacenters (France, Italy & Spain)
  28. 28. COMMUNITY Our business telephony solution 1 Executive summary 2 Our solution 3 Our customers 4 Who we are
  29. 29. Check our videos 1 Executive summary 2 Our solution 3 Our customers 4 Who we are
  30. 30. www.prosodie.com www.capgemini.com About Capgemini With more than 120,000 people in 40 countries, Capgemini is one of the world's foremost providers of consulting, technology and outsourcing services. The Group reported 2011 global revenues of EUR 9.7 billion. Together with its clients, Capgemini creates and delivers business and technology solutions that fit their needs and drive the results they want. A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business ExperienceTM, and draws on Rightshore ®, its worldwide delivery model. The information contained in this presentation is proprietary. © 2013 Prosodie Capgemini. All rights reserved. Rightshore® is a trademark belonging to Capgemini.

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