SlideShare a Scribd company logo
Cloudforce in a box
18th April
Mark Dunn
Commercially in Confidence
• UK Consumers that are irritated, furious
or annoyed with Customer Service
2003 - 15%,
2006 - 17%
2010 - 27%
• Those rating phone service as poor or
very poor has almost trebled in that time
8% - 23%
Is the Voice Channel Delivering
Commercially in Confidence
What is CTI?
Originally an
‘Enterprise’ only
solution
CTI Adaptor ContactWorld
for Salesforce
(Open CTI)
CAPEX
On-premise
Expensive
No flexibility
Long time to value
On-premise
Install onto every work station
Basic functionality
Not native to SFDC
Heavy programming and
integration project
OPEX
Cloud 2 cloud integration
Intelligent call routing
Native to Salesforce – reporting
True multi-tenant service
Flexible and scalable to manage changes as required
Full resilience
Commercially in Confidence
CTI is now available for every
business
• Click-to-dial – efficient outbound calling
• Inbound screen-pop of recognised callers details
• Automated call logging – complete visibility of every customer
interaction – stats are fundamental, FCR, AHT, answered in
• All calls recorded – coaching, training, monitoring, legislative
• Case based routing
• Dynamic call routing
• Real-time visibility of performance and team availability
through wallboards
• Post call surveys – linking customer feedback into Salesforce
Commercially in Confidence
Why would you consider CTI?
• You don’t have to be a contact centre!
• In reality, it is a team of people that use the phone
Commercially in Confidence
What is important in CTI
1. Reliability – trust
1. AppExchange
2. Multi-tenant – true cloud, who owns the code?
‘The only CCaaS
provider to publish live
service availability and
performance data to
its customers and
prospects’
Commercially in Confidence
ContactWorld for Salesforce Technology Overview
Customer
Call
Caller Data
delivered via
Salesforce UI
Call delivered
to agents DDI
number
Cloud Integration delivering:
Data-Driven Routing
Click to Dial
Inbound Screen Pop
Integrated Stats + reports
Stats and
Reports
Call
Recording
Call
Queuing +
Distribution
Real-Time
Global View of
Contact Centre
Updates +
Upgrade
Interactive
Voice
Response
Commercially in Confidence
• Company
– ContactWorld platform launched
2006
– Customer retention rate 97%
since launch
• Company Structure
– Global sales team
– UK marketing, service delivery
and development teams
– Trust Site - Performance,
availability, security are in our
operational DNA
• Customer base
– 200+ customers
– 300 Call centres in 28 countries
– 8,000+ Agents
NewVoiceMedia Overview
Commercially in Confidence
CTI screen-pop and data directed routing
Commercially in Confidence
Lead to Customer Process
New
Nurture
Qualifie
d
Opportunity Won
Lost
Telemarketin
g
The Calling List:
“Next Call Back”
Commercially in Confidence
“Next Call Back”
• Custom “Date Field” on leads and contacts.
• Marketo triggers updates based on lead creation and
program responses.
• Calls prioritised on Lead Score
• Manually updated after call by Telemarketing team:
– Custom buttons to update to 1/7/30/90 days.
– Directly editing the field for a specific call back date.
Commercially in Confidence
The Calling List
Commercially in Confidence
Updating the Calling List
Commercially in Confidence
Reporting & Dashboards
Commercially in Confidence
Reporting & Dashboards
Commercially in Confidence
About SHL
– Behavioural and Ability Assessment Tools
– 150 Agents, HQ in Thames Ditton
– Presence in 50 Countries
– FT Top 100 Growing Companies in 2011
What we helped them do
– Consolidate from 20 into 4 contact centres (UK, US, South Africa and Sweden)
– Virtualised into a 24/5 follow the sun operation
– Language Based Routing
– Prioritise callers returning to the queue
– Schedule Outbound Calls based on Activity Levels
The Results
– SLA went from 80/20 to 90/20
– Calls Abandoned reduced from 5% to 1.3%
– Net Promoter Scores increased from 30 to 50
– Upsell Increased by 100%
– First Call Resolution increased from 70 – 95%
– Screen Popping reduced AHT by 30 Seconds
– Best Small – Mid Award at European Contact Centre and Customer Service Awards 2012
A Success Story
Commercially in Confidence
Thank you
Mark Dunn
Head of Corporate Sales
mark.dunn@newvoicemedia.co
m
Commercially in Confidence
Q & A
Commercially in Confidence

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Intro to cti mark dunn new voicemedia

  • 1. Cloudforce in a box 18th April Mark Dunn
  • 2. Commercially in Confidence • UK Consumers that are irritated, furious or annoyed with Customer Service 2003 - 15%, 2006 - 17% 2010 - 27% • Those rating phone service as poor or very poor has almost trebled in that time 8% - 23% Is the Voice Channel Delivering
  • 3. Commercially in Confidence What is CTI? Originally an ‘Enterprise’ only solution CTI Adaptor ContactWorld for Salesforce (Open CTI) CAPEX On-premise Expensive No flexibility Long time to value On-premise Install onto every work station Basic functionality Not native to SFDC Heavy programming and integration project OPEX Cloud 2 cloud integration Intelligent call routing Native to Salesforce – reporting True multi-tenant service Flexible and scalable to manage changes as required Full resilience
  • 4. Commercially in Confidence CTI is now available for every business • Click-to-dial – efficient outbound calling • Inbound screen-pop of recognised callers details • Automated call logging – complete visibility of every customer interaction – stats are fundamental, FCR, AHT, answered in • All calls recorded – coaching, training, monitoring, legislative • Case based routing • Dynamic call routing • Real-time visibility of performance and team availability through wallboards • Post call surveys – linking customer feedback into Salesforce
  • 5. Commercially in Confidence Why would you consider CTI? • You don’t have to be a contact centre! • In reality, it is a team of people that use the phone
  • 6. Commercially in Confidence What is important in CTI 1. Reliability – trust 1. AppExchange 2. Multi-tenant – true cloud, who owns the code? ‘The only CCaaS provider to publish live service availability and performance data to its customers and prospects’
  • 7. Commercially in Confidence ContactWorld for Salesforce Technology Overview Customer Call Caller Data delivered via Salesforce UI Call delivered to agents DDI number Cloud Integration delivering: Data-Driven Routing Click to Dial Inbound Screen Pop Integrated Stats + reports Stats and Reports Call Recording Call Queuing + Distribution Real-Time Global View of Contact Centre Updates + Upgrade Interactive Voice Response
  • 8. Commercially in Confidence • Company – ContactWorld platform launched 2006 – Customer retention rate 97% since launch • Company Structure – Global sales team – UK marketing, service delivery and development teams – Trust Site - Performance, availability, security are in our operational DNA • Customer base – 200+ customers – 300 Call centres in 28 countries – 8,000+ Agents NewVoiceMedia Overview
  • 9. Commercially in Confidence CTI screen-pop and data directed routing
  • 10. Commercially in Confidence Lead to Customer Process New Nurture Qualifie d Opportunity Won Lost Telemarketin g The Calling List: “Next Call Back”
  • 11. Commercially in Confidence “Next Call Back” • Custom “Date Field” on leads and contacts. • Marketo triggers updates based on lead creation and program responses. • Calls prioritised on Lead Score • Manually updated after call by Telemarketing team: – Custom buttons to update to 1/7/30/90 days. – Directly editing the field for a specific call back date.
  • 16. Commercially in Confidence About SHL – Behavioural and Ability Assessment Tools – 150 Agents, HQ in Thames Ditton – Presence in 50 Countries – FT Top 100 Growing Companies in 2011 What we helped them do – Consolidate from 20 into 4 contact centres (UK, US, South Africa and Sweden) – Virtualised into a 24/5 follow the sun operation – Language Based Routing – Prioritise callers returning to the queue – Schedule Outbound Calls based on Activity Levels The Results – SLA went from 80/20 to 90/20 – Calls Abandoned reduced from 5% to 1.3% – Net Promoter Scores increased from 30 to 50 – Upsell Increased by 100% – First Call Resolution increased from 70 – 95% – Screen Popping reduced AHT by 30 Seconds – Best Small – Mid Award at European Contact Centre and Customer Service Awards 2012 A Success Story
  • 17. Commercially in Confidence Thank you Mark Dunn Head of Corporate Sales mark.dunn@newvoicemedia.co m