intro to cti mark dunn new voicemedia

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


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


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


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


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’


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


• 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


CTI screen-pop and data directed routing


Lead to Customer Process

New

Nurture

Qualifie

d

Opportunity

Won

Lost

Telemarketin

g

The Calling List: “Next Call Back”


“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.


The Calling List


Updating the Calling List


Reporting & Dashboards


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


Thank you

Mark Dunn

Head of Corporate Sales

[email protected]

m

mailto:[email protected]

mailto:[email protected]


Q & A

intro to cti mark dunn new voicemedia

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