RingDNA Presentation Vtom
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RingDNA is a software that allows sales representatives to make outbound calls appearing to come from a local phone number in the area code of the person being called. This helps increase call connection rates. The document discusses RingDNA's features like local presence, recordable voicemails, and click-to-call from within Salesforce. It provides pricing details and the results of a pilot test by 4 reps, which found slightly better response rates from local calls. While costs are high, the software could increase productivity enough to offset the price if connection rates increase by RingDNA's estimated 40%. An implementation is recommended.
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Link to recording: https://www.panagenda.com/webinars/emergency-alert-why-do-your-ceos-microsoft-teams-calls-keep-dropping/
A webinar by Ben Menesi, Doug Davis & Carl Baumann
Microsoft Teams has become the default Telecom System at many enterprise organizations. That means the call quality from Teams must be reliable and consistent, especially for executives. And troubleshooting issues needs to be fast and efficient. When problems arise, you need to react quickly, analyze all the performance data, find the root cause, and get it fixed!
However, without the detailed telemetry data to research the true cause, reported call quality issues continue unchecked by most IT groups. This is painfully true for remote workers where IT has visibility gaps for home networks, internet service providers (ISPs), and endpoint computer performance. Having the viewpoint from the end-user digital experience is of utmost importance when trying to find the root cause for Teams call quality issues. What processes and applications were running on the endpoint computer and how was the performance from the home office network and ISP (i.e., Dropped Packets, Hop Count, Round-Trip Times, Peering Distance)?
Enterprise organizations need a holistic monitoring tool that provides end-to-end visibility into the employee experience, regardless of where they are working. In this webinar, you will receive an introduction to OfficeExpert Endpoint Performance Monitoring (EPM). This new SaaS solution provides data analytics for Microsoft 365 performance and availability from the end-user perspective. If you want to know the truth about your Teams call quality experience, then please join us to see how actionable insights can speed troubleshooting and help remediate issues before they become escalations from an executive.
What you will learn
- Fast troubleshooting for call quality issue resolution
- Proactive monitoring for home office network performance
- Identify slow ISP’s causing poor call quality for remote users
- Detailed analytics for end-point computers (CPU, memory usage, background processes, etc.)
Wain kellum presentation
The document summarizes Wain Kellum's presentation about Vocalocity, a cloud communications company that provides voice, unified communications, and contact center solutions. Some key points:
- Vocalocity has experienced strong growth and was named the fastest growing tech company in Georgia in 2011 and 2012.
- Kellum outlines Vocalocity's approach to building a successful company, including identifying a large market, developing a distinct offering, building the right team, and having reliable financial projections.
- Vocalocity provides cloud-based phone systems, contact center solutions, and other communications tools to over 20,000 SMB customers through a proprietary cloud platform.
Coradiant
Alistair Croll, Interop conference faculty and Coradiant's VP of product management gives an unbiased, top down view of Web performance monitoring. This informative look at Web measurement business goals, operating processes, tools and metrics will give you a solid understanding of the issues, without a product pitch. Coradiant is the leader in Web Performance Monitoring. The award-winning TrueSight Real-User Monitor allows organizations to watch what matters to their business, by delivering accurate, detailed information on the performance and integrity of Web applications in real time. Incident management, service-level management and change-impact management are three key capabilities. TrueSight watches any web or enterprise web application and lets site operators identify problems more quickly, isolate root-cause faster, and effect fixes more quickly than anything else on the market. With TrueSight, every part of an IT organization is made more effective, responsive and productive. For more information, visit http://www.coradiant.com.
Super Barcode Training Camp - Vocollect Voice Picking Presentation
The document discusses voice-directed warehouse solutions. It describes how voice solutions work by transmitting assignments to wearable devices that provide voice commands to workers and receive spoken responses. Voice solutions can increase productivity by 15-20% for case picking and up to 50% for piece picking while improving accuracy to over 99%. Major customers report significant results from implementing voice, including improved throughput, accuracy, and productivity.
Salesforce’s Andy Kung on the Power of CRM Integrations
What happens when you combine the world’s most popular CRM solution with the power of Twilio APIs? Something electric called Lightning Dialer. Andy Kung, Director of Product Management for Sales Cloud at Salesforce, joined Twilio at SIGNAL 2017 to share all about this new VoIP product in Salesforce. Watch his full talk here: https://www.twilio.com/learn/contact-center/salesforce-s-andy-kung-on-the-power-of-crm-integrations
How Implementing Call-Back Technology Improved Customer Loyalty
Your customers will never wait on hold again, regardless of where the conversation begins – web, mobile or inbound call. Learn how Fonolo can help you increase sales, lower handle times and create happier customers!
Introduction to First Call Resolution
This is a high level introduction to First Call Resolution basics. These slides all have recorded webinars with more detail. Feel free to contact me at Upstream Works for access.
Service industry metrics
The document discusses key metrics for service industry support centers, including who is responsible for metrics, why metrics are reported, and what metrics should be measured. It covers common metrics like call volume, abandonment rates, average speed to answer, and financial metrics. It also provides formulas for calculating metrics like abandonment rates, average speed to answer, cost per call, and first call resolution. Tools for reporting metrics include reporting from service management systems, Crystal Reports, and Excel pivot tables.
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RingDNA Presentation Vtom
- 1. RingDNA Localizing calls for optimal ISR performance
- 3. Functions Ring DNA offers wide array of features, most notably Local Presence Recordable Automated Voicemail ClickToCall
- 4. Local Presence Enables Caller to look as though calling from localized area code Customers pick up the phone more often More connects More sales
- 5. Recordable Automated Voicemail Save time sending a voicemail Reports allow admins to see which voicemail gets most calls back Allow for greater efficiencies
- 6. ClickToCall Call directly from Salesforce No more Misdials Quicken Call time Less room for error as more user friendly
- 7. RingDNA Costs Localizing calls for optimal ISR performance
- 8. Base Costs: 60 Users $100/User Installation $6000 $75/User Costs(monthly) $4500/month $25/Administrator Costs(monthly) $125/month $500 Local Presence Costs (monthly)
- 9. Telephony Costs: 60 users $1/month/number (300 area codes in USA) 60 local numbers from RingDNA Outbound calls: $.015/minute Inbound Calls: $.0075/minute Estimated $65/user (monthly) $3900/month
- 10. Is It Worth It? $114,300 $1,905 per rep $179,500 $1,795 per rep
- 11. RingDNA Benefits Localizing calls for optimal ISR performance
- 12. Whitepapers • Local Calls • Up to 40% increase in local call responses* • Visibility of users – easier to metric • Voicemail • Test voice mail callback rates • Reduce time for voicemail • Standardize voice mails • Click to Dial • Reduce misdials *RingDNA and InsideSales.com
- 13. Local Presence Test: Prepaid Phone • 50 Calls made from a burner phone • 50% Local Presence • 5 responses total, insignificant data Not enough info to make a decision
- 14. Local Presence Test: Pilot • 4 Reps • ~110 calls per day connected • ~50% Local Presence • Tracked Response Rate • Qualitative Feedback
- 15. Quantitative Results Better response rate with local calls. last day only include small sample - 12 responses, so results may be skewed.
- 16. Qualitative Results More user friendly. Easier to make calls Has to run through Chrome browser Wrists don’t hurt from dialing Ability to click to dial, allowing to pull up oracle account and prep for call while phone is ringing. Some number’s do not allow click to dial Not a lot of real estate on monitor’s to have another program running (3rd monitor would solve this problem) It will only work for opportunities in SF. Can’t use local presence on leads not in SF.
- 17. Pros Potentially increases connect rate by up to 40% Cons Costs quite a bit if it doesn’t increase productivity No more misdials efficiency Must sign 12 month minimum contract CTI available next year will perform similar features Quick onboarding scalable growth Michael’s Recommendation: I believe we should get RingDNA because with an average of 2-5% increase in connect rates, it seems possible to increase production. On top of that, this software provides ISRs with efficiencies allowing them to make better use of their time.
- 18. Where will we go next?