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How Oracle Digital Assistants / ChatBots can revolutionize your Oracle Legacy...AuraPlayer
Check out Mia Urman's presentation from Oracle Open World 2018... and learn all about how digital assistants are not just the latest buzz word but can be used to revolutionize your business. Talking to your back-office applications in natural language can open a new world of business opportunities. Reach out to us at info@auraplayer.com if you want to learn more.
Boost your ITSM maturity with a service catalogAxios Systems
View the full recorded webinar here:
http://forms.axiossystems.com/spalding_september_reg_en
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Defining Services for a Service CatalogAxios Systems
To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=289
Faced with continued cost pressures, as well as growing business unit demand for new services and higher service levels, IT is about to make transformation. IT is having to align their services with the needs of the business, develop standardized process and improve overall internal customer satisfaction. Arguably the most important tool to deliver these demands is the Service Catalog.
Northern Gas Networks and CKDelta at Neo4j GraphSummit London 14Nov23.pptxNeo4j
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This is an overview of "VISIBLE OPS HANDBOOK: Implementing ITIL in 4 Practical and Auditable Steps" written by Kevin Behr, Gene Kim, and George Stafford.
How Oracle Digital Assistants / ChatBots can revolutionize your Oracle Legacy...AuraPlayer
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Boost your ITSM maturity with a service catalogAxios Systems
View the full recorded webinar here:
http://forms.axiossystems.com/spalding_september_reg_en
In this webinar, George Spalding, Executive VP at Pink Elephant, talks about how a service catalog can help you increase your ITSM maturity, and shares some of the secrets of a successful implementation.
Joe Beighley, Business Solutions Consultant at Axios Systems, shows you how a service catalog works from the business perspective, and how IT can quickly deploy a catalog that takes strain off the service desk and releases IT resources for innovation.
Documentation Framework for IT Service DeliverySimon Denton
I developed this for a project that I am currently involved in. The project aim is to develop a documentation framework for the provision of IT as a Service. I devised the framework using the Microsoft Operations Framework as ‘glue’ between other frameworks like ITIL. I thought I’d share it as it might be useful to others who are in a similar situation. The end result is a relatively compact set of documents for each service offered by IT.
Defining Services for a Service CatalogAxios Systems
To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=289
Faced with continued cost pressures, as well as growing business unit demand for new services and higher service levels, IT is about to make transformation. IT is having to align their services with the needs of the business, develop standardized process and improve overall internal customer satisfaction. Arguably the most important tool to deliver these demands is the Service Catalog.
Northern Gas Networks and CKDelta at Neo4j GraphSummit London 14Nov23.pptxNeo4j
Presented by Northern Gas Networks and CK Delta at GraphSummit in London Nov 2023, on how they are using Neo4j graph database to increase operational efficiency in the gas network.
Outrageous ideas for Graph Databases
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SAP S/4HANA Enterprise Management provides the lean digital core that serves as a foundation for business innovation and optimisation, enabling the enterprise to start the digital journey in line with its individual benefits/risk profile.
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ServiceNow is the enterprise IT cloud company. We transform IT by automating and managing IT service relationships across the global enterprise. Organizations deploy our service to create a single system of record for IT and automate manual tasks, standardize processes, and consolidate legacy systems. Using our extensible platform, our customers create custom applications and evolve the IT service model to service domains inside and outside the enterprise.
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Read More:
http://www.genre.com/knowledge/blog/?c=n
How to build an integrated and actionable IT Service Catalogmboyle
This presentation provides a lower level of detail on how to build a n IT service catalog than provided by ITIL V3. It augments thinking in this area based on 25 years of building Service Catalogs
Outrageous ideas for Graph Databases
Almost every graph database vendor raised money in 2021. I am glad they did, because they are going to need the money. Our current Graph Databases are terrible and need a lot of work. There I said it. It's the ugly truth in our little niche industry. That's why despite waiting for over a decade for the "Year of the Graph" to come we still haven't set the world on fire. Graph databases can be painfully slow, they can't handle non-graph workloads, their APIs are clunky, their query languages are either hard to learn or hard to scale. Most graph projects require expert shepherding to succeed. 80% of the work takes 20% of the time, but that last 20% takes forever. The graph database vendors optimize for new users, not grizzly veterans. They optimize for sales not solutions. Come listen to a Rant by an industry OG on where we could go from here if we took the time to listen to the users that haven't given up on us yet.
SAP S/4HANA Enterprise Management provides the lean digital core that serves as a foundation for business innovation and optimisation, enabling the enterprise to start the digital journey in line with its individual benefits/risk profile.
The launch of ITIL4 revived Axelos presence in the Service Management scene. Although it is only the foundation material, it gives a good indication of the direction the latest framework version wants to guide you on your service management journey.
In this session, we will review how ITIL positioned itself in the new Service Management world. Both the new and renewed concepts will be analysed. What is that SVS all about? Will the SVC be supportive enough in your daily practice? And what about the openness towards other models? Does agile really fit in? Can ITIL and DevOps connect
ServiceNow is the enterprise IT cloud company. We transform IT by automating and managing IT service relationships across the global enterprise. Organizations deploy our service to create a single system of record for IT and automate manual tasks, standardize processes, and consolidate legacy systems. Using our extensible platform, our customers create custom applications and evolve the IT service model to service domains inside and outside the enterprise.
Blackout of Critical Services: Do you know your exposure?Gen Re
What happens to society when critical infrastructure fails? Imagine the effect of a large-scale failure in the power network on telecommunications, healthcare and the water supply. How would the emergency services cope?
Read More:
http://www.genre.com/knowledge/blog/?c=n
How to build an integrated and actionable IT Service Catalogmboyle
This presentation provides a lower level of detail on how to build a n IT service catalog than provided by ITIL V3. It augments thinking in this area based on 25 years of building Service Catalogs
Cloud Financial Apps Then and Now: Study Reveals Why CFOs Are Cloud ReadyProformative, Inc.
Video & Slides: http://www.proformative.com/events/cloud-financial-apps-then-now-study-reveals-why-cfos-are-cloud-ready
The adoption rate of cloud financial applications continues to explode at companies of all industries and sizes. CFOs at these companies are leveraging these applications to drive growth and competitive advantage. Join Brian Sommer, accounting software expert, and founder of Vital Analysis and Tom Brennan, VP, FinancialForce.com, as they discuss the findings of in-depth interviews with CFOs and a subsequent research report, revealing how attitudes towards cloud financials have changed in recent years, and why the adoption rates are rising. They’ll highlight the unique, often enlightening perspectives on why CFOs are embracing cloud financial systems today and the specific benefits they are seeing from their implementations.
How Small Businesses can grow faster using Cloud Communications and TelephonyKnowlarity
SMEs and SMBs are often hailed as the backbone of emerging market economies. Traditionally they have relied on outdated technology and systems which have limited their productivity and prevented them from realising their true potential. However, an increasing number of SMEs are beginning to adopt technology that can help them jump to the next level of evolution.
Cloud telephony is one such technology that the SME and SMB space is embracing with a certain degree of alacrity as business owners begin to understand how it can help them enhance customer retention, loyalty and decrease operational costs. Enlisted below are six of the most business benefits of cloud telephony for SMEs and SMBs.
Get a comprehensive guide about Salesforce and its benefits and understand how Salesforce helps you serve customers more efficiently, leading to better business.
COVID-19 has put cloud contact center, otherwise known as Contact Center as a Service (CCaaS), in the spotlight. Even before COVID-19, CCaaS was experiencing explosive growth. There are several significant apparent and not-so-apparent shifts that have CCaaS “trending.” In this presentation, we outline those reasons and help you understand why CCaaS may be your next move to the cloud.
Hybrid IT: The Importance of Integration to Salesforce SuccessDarren Cunningham
Are you struggling to integrate Salesforce with other systems? Are you looking for ways to get more from both cloud and on-premise investments? According to IDC research, “IT organizations are looking for ways to improve cloud governance and control, while also ensuring business continuity and continued innovation.” This session will feature three case studies outlining best practices and examples of how the right approach to data integration can accelerate Salesforce adoption and ROI. This session is brought to you by Informatica, a proud sponsor of Dreamforce.
Nextiva was founded on core values which include reliability and "amazing service". Using our Next OS platform, we are redefining the communications space by bringing innovative technologies and a unique approach to providing UCAAS and contact center solutions.
Connect First Company Information CatalogConnect First
Find out what makes Connect First the best solution for your contact center.
Connect First is a leading cloud contact center infrastructure provider that focuses on exceptional customer experiences and rock-solid reliability. Connect First’s robust platform is designed and supported by a team of highly experienced engineers, architects and business analysts, in addition to being backed with award-winning, in-house customer support.
Similar to Five9 sfdc sales presentation july 23 2014 (20)
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Enterprise Resource Planning System includes various modules that reduce any business's workload. Additionally, it organizes the workflows, which drives towards enhancing productivity. Here are a detailed explanation of the ERP modules. Going through the points will help you understand how the software is changing the work dynamics.
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Five9 sfdc sales presentation july 23 2014
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
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
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
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
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
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
• 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. 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
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. 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. 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. 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
“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
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. Screen pop including softphone call controls
• Ability to define Caller matching – phone
numbers, IVR data, etc
Click to dial telephone number fields
19. Ability to record call dispositions, and trigger
additional Five9 workflows or list updates.
Five9 Connect: Better Engagement, Faster Response, Empowered Agents
With the summer release we now offer all of these channels natively. We’ve taken what we believe is a very different, transformative approach, to multichannel apps, unlike anything else in the CCC market today; Our new multichannel apps are powered by a unique technology layer we call Five9 Connect. These are the advanced technologies we loved from scc-
It
includes an advanced Natural Language Processing (NLP) engine to filter & categorize interactions, eliminate spam & determine sentiment.
business rules and routing engine that prioritizes and routes interactions based on your unique business policies and needs.
Five9 Connect powers our agent assistance tools to help agents resolve issues quickly.
Results in;
much more efficient management of multichannel interactions;
unlike our competitors, who take a “firehose” approach to multichannel- all posts, chats, emails, no intelligence, filtering or spam elimination
Five9 Connect allows cc to better focus resources on the higher priority interaction
For an inbound call center, our IVR, ACD, Quality Monitoring, and CRM Integrations will give you the tools to provide exceptional customer service while lowering operational costs.
For an inbound call center, our IVR, ACD, Quality Monitoring, and CRM Integrations will give you the tools to provide exceptional customer service while lowering operational costs.
USB Headset USB Headset - (Plantronics DSP models recommended)
Desktop or Laptop - Intel Pentium IV 1.6 GHz+, 1 GB RAM+, Java Runtime Environment 1.6.15+, Internet Explorer 7+ or Firefox 3+
Hi Speed Internet - 64 kbps bi-directional
Need:
Before Five9, NetSuite’s 200 customer support agents in Canada, the Czech Republic, Japan, and the Philippines were experiencing voice quality issues, global routing issues, downtime, delays and echoes during critical customer support calls.
NetSuite decided to use the Five9 solution to ensure all calls were high quality, properly routed and recorded.
Experience:
After implementing Five9, voice quality and call routing dramatically improved.
NetSuite saw an immediate jump in first call resolution and ultimately an increase in customer satisfaction.
Plus, the integration of Five9 with NetSuite’s own CRM solution significantly improved agent productivity.
