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Cloud Contact Center Software
03.17.2014
Five9 & Salesforce.com
Chris Nelson – Five9 Sales Director chris.nelson@five9.com...
2
The Leader in Cloud Contact Center
12 years of cloud contact center experience
550+ employees
2,000+customers (5 contine...
Five9 Confidential
Five9 + SFDC = Happy Partners
• SFDC Partner since 2008
• ISV Partner since 2013
• APPX Partner FIVE9 C...
4
Complete the Cloud Migration
1980
• Green Screen
1990
• Siebel
2000+
• Salesforce.com
Cloud Contact Center
1980
• Nortel...
5
Large upfront investment
Long deployment cycles
Difficult & complex to integrate
Costly maintenance & upgrades
Not flexi...
6
Pay as you grow
No hardware
Ease of configuration, integration &
management
Agents anywhere
Scale on demand
Fast deploym...
Five9 Confidential
The Simply Smart Cloud Contact Center
Powered by Five9
Service
Cloud
Sales
Cloud
8
• Ensuring each contact is delivered to the right resource
• Guide customers through self-service when appropriate
• Des...
9
• Leverage outbound technology & tools to improve contact
ratios
• Triple the time your agents spend talking to prospect...
Five9 Confidential
Deliver Meaningful Value
Increase talk time
#1 budget item
Power of blending
Greater operational visibi...
11
 High-Speed Internet Connection
 Desktop or laptop
 USB Headset
• Softphone embedded into Salesforce
• All Agent and...
Five9 Confidential
Who is Centura Health?
• Headquartered in Englewood, CO
• Colorado’s largest health network (20,000+
em...
Five9 Confidential
Who is Delta Career Education?
• Headquartered in Virginia Beach, VA
• 16,000+ undergraduates currently...
Five9 Confidential
Who is K12?
• Headquartered in Herndon, VA
• 2,700 US Based Employees
• Largest Education Management Or...
15
“We looked not only at vendors that
integrate with Salesforce, but ones
that allowed the easiest integration—
and ones ...
Five9 Confidential
BPO/
Outsourcer
Banking/
FinServ/
Insurance
TechnologyHealthcareConsumer
Success Across Industries
Five9 Confidential
Fully Integrated Call Center Controls
• Availability and telephony controls are built into Salesforce I...
Screen pop including softphone call controls
• Ability to define Caller matching – phone
numbers, IVR data, etc
Click to d...
Ability to record call dispositions, and trigger
additional Five9 workflows or list updates.
Copy interaction information to records
Complete interaction history available in records
Single source for reporting
complete interaction history
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Five9 sfdc sales presentation july 23 2014 (1)

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Five9 Presentation for Raleigh User Group 7/23/2014

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Five9 sfdc sales presentation july 23 2014 (1)

  1. 1. Cloud Contact Center Software 03.17.2014 Five9 & Salesforce.com Chris Nelson – Five9 Sales Director chris.nelson@five9.com 561.653.1866 Aaron Wendel– Five9 Senior Sales Engineer
  2. 2. 2 The Leader in Cloud Contact Center 12 years of cloud contact center experience 550+ employees 2,000+customers (5 continents) 3bn+ calls per year Annual Revenue Five9 Confidential
  3. 3. Five9 Confidential Five9 + SFDC = Happy Partners • SFDC Partner since 2008 • ISV Partner since 2013 • APPX Partner FIVE9 Chatter Page • Integrate with Sales Cloud, Service Cloud, Work.com, Desk.com • 200+ Joint Customers (All sizes) 3
  4. 4. 4 Complete the Cloud Migration 1980 • Green Screen 1990 • Siebel 2000+ • Salesforce.com Cloud Contact Center 1980 • Nortel 1990 • Avaya 2000+ • Five9
  5. 5. 5 Large upfront investment Long deployment cycles Difficult & complex to integrate Costly maintenance & upgrades Not flexible or easily scalable Cumbersome & expensive technology management On-Premise Legacy Contact Center On Premise Challenges & Inefficiencies
  6. 6. 6 Pay as you grow No hardware Ease of configuration, integration & management Agents anywhere Scale on demand Fast deployment & automatically add new features seamlessly The Cloud Solves Significant Issues… Cloud Contact Center
  7. 7. Five9 Confidential The Simply Smart Cloud Contact Center Powered by Five9 Service Cloud Sales Cloud
  8. 8. 8 • Ensuring each contact is delivered to the right resource • Guide customers through self-service when appropriate • Designed with the business in mind, configuration is easy and fast • Features – ACD with Skills-Based Routing – IVR with Speech Recognition – CRM Integrations – Chat & Email Integrations to Salesforce – Web & Queue Callback Inbound
  9. 9. 9 • Leverage outbound technology & tools to improve contact ratios • Triple the time your agents spend talking to prospects • Ensure consistent sales call handling, generate more qualified leads, and increase sales revenues • Features – Automated Dialer Technologies • Predictive | Power | Progressive | Preview – Campaign& List Management & Synchronization – CRM Integrations to Salesforce – Web Callback – Agent Scripting – Real-time DNC List Management Outbound
  10. 10. Five9 Confidential Deliver Meaningful Value Increase talk time #1 budget item Power of blending Greater operational visibility Improve customer satisfaction scores Right agent at the right time Deep integration with CRM Better business outcomes Productive Agents Happier Customers
  11. 11. 11  High-Speed Internet Connection  Desktop or laptop  USB Headset • Softphone embedded into Salesforce • All Agent and Organizational activity captured – Real Time Monitoring - Historical Reporting System Requirements All You Need to Get Started
  12. 12. Five9 Confidential Who is Centura Health? • Headquartered in Englewood, CO • Colorado’s largest health network (20,000+ employees) • Expanded from Colorado to Kansas and Utah • Non-profit • More than 300 Active Agents • Became SFDC customer in 2014 Challenge • Established need to build virtual Call Center from scratch • No centralized management of existing agent activity • Multiple disparate data system inaccurately tracking call history and activity 12 The Centura Health Story Solution • Five9 Blended Inbound and Outbound Contact Center solution • Initial deployment of 50 seats, trending upwards to 300 seats • Centura agents are connected in multiple geographic locations • Reduced silos of data so agents have complete 360 visibility of customers and prospects to effectively upsell/cross-sell • Deep integration with SFDC interface • Support blended inbound and outbound call center • Increased flexibility for remote agents • Five9 solution allows Centura Health to go-to market quickly, accelerating their strategic plans Why Five9 was Selected
  13. 13. Five9 Confidential Who is Delta Career Education? • Headquartered in Virginia Beach, VA • 16,000+ undergraduates currently enrolled • Successful “for-profit” education services • 37 Campus & Learning Centers in 12 states • Wholly owned subsidiary of Gryphon Investors • SFDC customer since 2011 Challenge • Need for better contact center solution to drive admissions • Existing solution was outdated, proprietary • On-premise based solution was inflexible, lacked sufficient outbound dialing capabilities • Sense of urgency to upgrade technology 13 The Delta Career Education Story Solution Why Five9 was Selected • Five9 Blended Inbound and Outbound Cloud Contact Center • Mature integration of Five9 solution with Salesforce • 180 Five9 seats to start • Replace existing on-premise technology to allow agents more flexibility with cloud solution • Five9’s seamless integration with Salesforce interface • Superior outbound dialing solution • Simple set-up, quicker time to market • SFDC endorsement of Five9 to customer • Sales acumen working with line of business
  14. 14. Five9 Confidential Who is K12? • Headquartered in Herndon, VA • 2,700 US Based Employees • Largest Education Management Organization (EMO) • Multiple call centers in US • More than 1,000 Active Agents • Telesales is Primary Sales Model • Became Service Cloud Customer in 2012 Challenge • On-premise contact center solution costly to maintain • No centralized management of contact center solutions due to multiple locations • Former solution did not have seamless integration with Service Cloud interface • Lack of accurate reporting on call data • Not able to effectively determine agents skill set to enhance productivity 14 Five9 + Service Cloud = K12 Success! Solution • Five9 Blended Inbound and Outbound Contact Center solution • Initial deal 250 seats, opportunity to expand to 1000 seats over time • K12 Call Centers are connected in multiple geographic locations • Reduced silos of data so agents have complete 360 visibility of customers and prospects to effectively upsell/cross-sell • Deep integration with Service Cloud interface • Support blended inbound and outbound call center • No on-premise solution, Five9 completely in the Cloud with no costly infrastructure to maintain Why Five9 was Selected
  15. 15. 15 “We looked not only at vendors that integrate with Salesforce, but ones that allowed the easiest integration— and ones that would allow us to grow our business.” Joe Huffnagle Director of Telecommunications, Medical Alert – Emergency monitoring devices – 24/7contact center with 350 agents – 90,000 inbound calls monthly – Outbound sales return calls Medical Alert Five9 Confidential
  16. 16. Five9 Confidential BPO/ Outsourcer Banking/ FinServ/ Insurance TechnologyHealthcareConsumer Success Across Industries
  17. 17. Five9 Confidential Fully Integrated Call Center Controls • Availability and telephony controls are built into Salesforce Interface Call Routing on Salesforce Data • Five9 IVR can dip Salesforce to make routing decisions (e.g. route to who last worked a case; silver, gold, platinum customer) Automatic Screen-Pop on Call Arrival • Inbound & Outbound • Screen pop Lead, Contact, Account, or custom data Automatic Call Logging • Five9 logs call details (CDR) as Salesforce Task, even a link to the recording Click to Call • Five9 enables users to click on phone numbers in Salesforce to place an outbound call (logs it too!) Customer Click to Call • Web form can go directly to Salesforce –> to Five9, automatically called back upon agent availability Salesforce Campaign to Five9 Dialer for Automated Outbound • Lists, projects or campaigns in Salesforce are synched with the Five9 dialer for automated dialing 17 Salesforce OOB Integration
  18. 18. Screen pop including softphone call controls • Ability to define Caller matching – phone numbers, IVR data, etc Click to dial telephone number fields
  19. 19. Ability to record call dispositions, and trigger additional Five9 workflows or list updates.
  20. 20. Copy interaction information to records
  21. 21. Complete interaction history available in records
  22. 22. Single source for reporting complete interaction history

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