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Odigoforce demodeck

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Odigoforce demodeck

  1. 1. Demo by Slides Prosodie Capgemini & Salesforce.com
  2. 2. Betty The agent Betty has an intense and challenging mission: dealing daily with the ever demanding customers. She is under pressure to meet her daily KPI. And manage more calls in less time. She needs a tool that helps her enchant the customer, by simplifyng her access to the right information, and gaining time in her daily routines. Paul The call center manager Daniel The boss
  3. 3. 1. SSO 2. Manages her status 3. Picks up a call 4. Transfers a call 5. Records a call 6. Puts on hold 7. Schedules a call back 8. Logs the call 9. Sends an SMS 10. Makes an outbound call 11. Checks her daily stats 12. Changes her status The agentThe agent Betty enters her SFDC login and password, and is automatically identified into Odigo (SSO). She doesn’t need to login into 2 different solutions.
  4. 4. 1. SSO 2. Manages her status 3. Picks up a call 4. Transfers a call 5. Records a call 6. Puts on hold 7. Schedules a call back 8. Logs the call 9. Sends an SMS 10. Makes an outbound call 11. Checks her daily stats 12. Changes her status The agentThe agent Betty is now connected to the service cloud console mode. (Odigoforce also works in the sales mode). Until she has connected to Odigo, she won’t be seen as available to take a call. For this reason, the phone pad features are deactivated. This is the Odigoforce phone pad. 1 2 3
  5. 5. 1. SSO 2. Manages her status 3. Picks up a call 4. Transfers a call 5. Records a call 6. Puts on hold 7. Schedules a call back 8. Logs the call 9. Sends an SMS 10. Makes an outbound call 11. Checks her daily stats 12. Changes her status The agentThe agent Betty needs to connect to Odigo, letting the Odigo Control Center know she is available to take a call. 1 The solution is cloud, so Betty can enter the phone number where she is reachable today. She can use any type of phone, a softphone, a mobile phone or a landline phone. This means she can connect from a home office. If she is in a contact center, she can sit at any desktop in the center, without having to unregister the phone at her previous location. This feature is also interesting for disaster recovery situations. 2 The agent can also choose a set of skills (skill model or template). The calls she will receive will be related to the skills she has selected. This choice will often depend on the time of the day, some skills being more demanded in the morning vs the afternoon. The selected set of skills appears here, and can be updated if necessary. 4 3
  6. 6. 1. SSO 2. Manages her status 3. Picks up a call 4. Transfers a call 5. Records a call 6. Puts on hold 7. Schedules a call back 8. Logs the call 9. Sends an SMS 10. Makes an outbound call 11. Checks her daily stats 12. Changes her status The agentThe agent Betty can control her availability by selecting the right status. There are up to 20 different types of agent status that can be added to the list. The time spent on the different status is tracked by Odigo, and added to the SFDC analytics dashboards.
  7. 7. 1. SSO 2. Manages her status 3. Picks up a call 4. Transfers a call 5. Records a call 6. Puts on hold 7. Schedules a call back 8. Logs the call 9. Sends an SMS 10. Makes an outbound call 11. Checks her daily stats 12. Changes her status The agentThe agent His status is also displayed on the bottom of the page Betty’s status is also displayed on the bottom of the page, when the phone pad is hidden.
  8. 8. 1. SSO 2. Manages her status 3. Picks up a call 4. Transfers a call 5. Records a call 6. Puts on hold 7. Schedules a call back 8. Logs the call 9. Sends an SMS 10. Makes an outbound call 11. Checks her daily stats 12. Changes her status The agentThe agent As soon as Betty is selected as the best available agent, a pop-up of the contact of the customer is pushed. So the agent knows who is calling before picking up the call. Odigo can route the call to the caller’s preferred agent, or to the agent the caller spoke to during his last call. The call can also be routed according to an information based in SFDC.
  9. 9. 1. SSO 2. Manages her status 3. Picks up a call 4. Transfers a call 5. Records a call 6. Puts on hold 7. Schedules a call back 8. Logs the call 9. Sends an SMS 10. Makes an outbound call 11. Checks her daily stats 12. Changes her status The agentThe agent Odigoforce can push other SFDC objects. A new case for example, if the caller is calling for an after-sales issue. If the caller is a new customer, SFDC will open a new customer file. Or an opportunity if the call is related to a potential sale. Odigoforce just needs information to identify that object (a phone number usually, or a reference entered in the IVR).
  10. 10. 1. SSO 2. Manages her status 3. Picks up a call 4. Transfers a call 5. Records a call 6. Puts on hold 7. Schedules a call back 8. Logs the call 9. Sends an SMS 10. Makes an outbound call 11. Checks her daily stats 12. Changes her status The agentThe agent : Betty can also follow the steps taken by Odigo to connect them with the customers: from “Available”, to “Selected” , to “Inbound call” and finally “Communication”. … the selection made in the IVR menu by the customer He can also see the actual waiting time of the customer, so if the customer has been waiting a long time he knows it and he can react accordingly. As soon as he is in communication, further options are available. Betty can see the number that was dialed… …as well as the customer's phone number. If the customer enters a file reference it will appear here.
  11. 11. 1. SSO 2. Manages her status 3. Picks up a call 4. Transfers a call 5. Records a call 6. Puts on hold 7. Schedules a call back 8. Logs the call 9. Sends an SMS 10. Makes an outbound call 11. Checks her daily stats 12. Changes her status The agentThe agent Betty can transfer the call to any number, select from a directory, or find an agent or group of agent based on their particular skill. Supervised (Warm): the first agent stays connected, so it’s a 3-way conference with the 2nd agent and the caller. Half-supervised (Cold): the first agent connects with the second agent, then hangs up. The lead is connected with the new Agent. Blind: the first agent is disconnected ; he doesn’t know if the call has been successfully transferred. 1 2
  12. 12. 1. SSO 2. Manages her status 3. Picks up a call 4. Transfers a call 5. Records a call 6. Puts on hold 7. Schedules a call back 8. Logs the call 9. Sends an SMS 10. Makes an outbound call 11. Checks her daily stats 12. Changes her status The agentThe agent Betty can record the call if he is having a touchy conversation. The recording can also be automatic/systematic (for training purposes). 12
  13. 13. 1. SSO 2. Manages her status 3. Picks up a call 4. Transfers a call 5. Records a call 6. Puts on hold 7. Schedules a call back 8. Logs the call 9. Sends an SMS 10. Makes an outbound call 11. Checks her daily stats 12. Changes her status The agentThe agent The agent can resume the call if he needs his customer to wait while he interacts with a third party. The call is put on hold, and the customer listens to a music while the agent investigates. He can take the call back at anytime. 12
  14. 14. 1. SSO 2. Manages her status 3. Picks up a call 4. Transfers a call 5. Records a call 6. Puts on hold 7. Schedules a call back 8. Logs the call 9. Sends an SMS 10. Makes an outbound call 11. Checks her daily stats 12. Changes her status The agentThe agent If Betty needs more than just a few minutes to get the information requested by the customer, she can schedule a call-back with the customer. 2 She can arrange a call-back with either herself, a specific agent or a skill. 3 1
  15. 15. 1. SSO 2. Manages her status 3. Picks up a call 4. Transfers a call 5. Records a call 6. Puts on hold 7. Schedules a call back 8. Logs the call 9. Sends an SMS 10. Makes an outbound call 11. Checks her daily stats 12. Changes her status The agentThe agent The call log will be automatically attached to the latest contact or lead file visited by the agent (name), as well as the latest case (related to). During the call the agent can also use a call log system right on the banner to keep track of the interaction with the customer which should make the wrap up even quicker. 1 Here the agent can take notes while the customer is talking, add reminders or follow up tasks, or even pre-complete the output of the call. 2 3
  16. 16. 1. SSO 2. Manages her status 3. Picks up a call 4. Transfers a call 5. Records a call 6. Puts on hold 7. Schedules a call back 8. Logs the call 9. Sends an SMS 10. Makes an outbound call 11. Checks her daily stats 12. Changes her status The agentThe agent After hanging up the call, it’s wrap-up time. The duration of this post call status is configurable. Betty can verify the info and update it if necessary. Odigo pushes all call details records to SFDC. So other agents and supervisors can retrieve that information form SFDC when they need it. How long did the call last? How long was the waiting time? What choice did the customer make in the IVR?
  17. 17. 1. SSO 2. Manages her status 3. Picks up a call 4. Transfers a call 5. Records a call 6. Puts on hold 7. Schedules a call back 8. Logs the call 9. Sends an SMS 10. Makes an outbound call 11. Checks her daily stats 12. Changes her status The agentThe agent The call creates a Task The call type is inbound or outbound. The call duration includes the waiting time. The IVR number and the choice that was made in the IVR.
  18. 18. 1. SSO 2. Manages her status 3. Picks up a call 4. Transfers a call 5. Records a call 6. Puts on hold 7. Schedules a call back 8. Logs the call 9. Sends an SMS 10. Makes an outbound call 11. Checks her daily stats 12. Changes her status The agentThe agent At anytime Betty can send an SMS to the customer and use preformatted templates, to confirm a meeting for example. This will be logged into SFDC. 12 Let me confirm that our meeting is scheduled for next week, on the 19th of June’
  19. 19. 1. SSO 2. Manages her status 3. Picks up a call 4. Transfers a call 5. Records a call 6. Puts on hold 7. Schedules a call back 8. Logs the call 9. Sends an SMS 10. Makes an outbound call 11. Checks her daily stats 12. Changes her status The agentThe agent The SMS will be logged into SFDC.
  20. 20. 1. SSO 2. Manages her status 3. Picks up a call 4. Transfers a call 5. Records a call 6. Puts on hold 7. Schedules a call back 8. Logs the call 9. Sends an SMS 10. Makes an outbound call 11. Checks her daily stats 12. Changes her status The agentThe agent 123 Betty can make an outbound call by using the company’s internal phone book. Betty can also call any phone number by filling the field.
  21. 21. 1. SSO 2. Manages her status 3. Picks up a call 4. Transfers a call 5. Records a call 6. Puts on hold 7. Schedules a call back 8. Logs the call 9. Sends an SMS 10. Makes an outbound call 11. Checks her daily stats 12. Changes her status The agentThe agent Betty can click to dial on any phone number in SFDC to make an outbound call
  22. 22. 1. SSO 2. Manages her status 3. Picks up a call 4. Transfers a call 5. Records a call 6. Puts on hold 7. Schedules a call back 8. Logs the call 9. Sends an SMS 10. Makes an outbound call 11. Checks her daily stats 12. Changes her status The agentThe agent As with on inbound call, the outbound call is logged into SFDC.
  23. 23. 1. SSO 2. Manages her status 3. Picks up a call 4. Transfers a call 5. Records a call 6. Puts on hold 7. Schedules a call back 8. Logs the call 9. Sends an SMS 10. Makes an outbound call 11. Checks her daily stats 12. Changes her status The agentThe agent 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. 1 2
  24. 24. 1. SSO 2. Manages her status 3. Picks up a call 4. Transfers a call 5. Records a call 6. Puts on hold 7. Schedules a call back 8. Logs the call 9. Sends an SMS 10. Makes an outbound call 11. Checks her daily stats 12. Changes her status The agentThe agent A caller can see metrics about his personal activity, and about what’s happening in the call center as a whole. 1 2
  25. 25. 1. SSO 2. Manages her status 3. Picks up a call 4. Transfers a call 5. Records a call 6. Puts on hold 7. Schedules a call back 8. Logs the call 9. Sends an SMS 10. Makes an outbound call 11. Checks her daily stats 12. Changes her status The agentThe agent 1 2
  26. 26. 1. SSO 2. Manages her status 3. Picks up a call 4. Transfers a call 5. Records a call 6. Puts on hold 7. Schedules a call back 8. Logs the call 9. Sends an SMS 10. Makes an outbound call 11. Checks her daily stats 12. Changes her status The agentThe agent 1 2
  27. 27. Betty The agent Paul The call center manager As a Call Center manager, Paul needs to monitor the call center’s activity in real time. He needs KPIs on the web and his SFDC1 mobile app. He also needs to take action to listen or record to a conversation. Daniel The boss
  28. 28. 1. Real time supervision 2. Personalize your view 3. Record a call 4. Listen to a call 5. Change an agent’s status 6. All in your pocket The supervisorThe supervisor Over 50 Odigo metrics are already available in SFDC. Odigo has 300 metrics overall, that can be added into SFDC. By selecting Supervision, Paul can access to real time supervision metrics from his SFDC account. With Odigoforce ‘s SSO, one login/password fits all.
  29. 29. 1. Real time supervision 2. Personalize your view 3. Record a call 4. Listen to a call 5. Change an agent’s status 6. All in your pocket The supervisorThe supervisor Monitoring Board customizable with over 100 supervision metrics Paul can personalize his monitoring board by choosing the metrics he wishes to monitor.
  30. 30. 1. Real time supervision 2. Personalize your view 3. Record a call 4. Listen to a call 5. Change an agent’s status 6. All in your pocket The supervisor A view with just a few metrics A view full of metrics
  31. 31. 1. Real time supervision 2. Personalize your view 3. Record a call 4. Listen to a call 5. Change an agent’s status 6. All in your pocket The supervisor The same metrics apply to 2 objects: the agent or the gate (or queue). Paul can switch from one another.
  32. 32. 1. Real time supervision 2. Personalize your view 3. Record a call 4. Listen to a call 5. Change an agent’s status 6. All in your pocket The supervisor Select an agent on which you would like to trigger some actions.
  33. 33. 1. Real time supervision 2. Personalize your view 3. Record a call 4. Listen to a call 5. Change an agent’s status 6. All in your pocket The supervisor You can record an agent’s conversations.
  34. 34. 1. Real time supervision 2. Personalize your view 3. Record a call 4. Listen to a call 5. Change an agent’s status 6. All in your pocket The supervisor You can listen to a conversation.
  35. 35. 1. Real time supervision 2. Personalize your view 3. Record a call 4. Listen to a call 5. Change an agent’s status 6. All in your pocket The supervisor Change the status of an agent if you have a traffic pic, or if he forgot to put himself unavailable.
  36. 36. 1. Real time supervision 2. Personalize your view 3. Record a call 4. Listen to a call 5. Change an agent’s status 6. All in your pocket The supervisor All the monitoring board is right there in SFDC1.
  37. 37. 1. Real time supervision 2. Personalize your view 3. Record a call 4. Listen to a call 5. Change an agent’s status 6. All in your pocket The supervisor Paul can supervise or take some actions right there from his mobile.
  38. 38. Betty The agent Paul The call center manager Daniel The boss Daniel needs to have some analytical view on the experience provided by his call center. He needs to cross call center metrics with business metrics provided by SFDC. For example, are my top customers satisfied with their call experience?
  39. 39. 1. Preconfigured reports 2. Personnalize your report 3. All in your pocket The boss Daniel can check some reports on the call center’s activity by choosing Dashboards in the dropdown menu.
  40. 40. 1. Preconfigured reports 2. Personnalize your report 3. All in your pocket The boss 4 preconfigured reports are provided by Odigoforce.
  41. 41. 1. Preconfigured reports 2. Personnalize your report 3. All in your pocket The boss Personalized reports can be made with Odigoforce’s metrics.
  42. 42. 1. Preconfigured reports 2. Personnalize your report 3. All in your pocket The boss All the statistics are right there in SFDC1.

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