setup omnichannel in salesforce

© 2016 Vocalcom, Inc. p.1

Cloud Conversational Commerce Platform

OMNICHANNELVOICE/MOBILE

SMS/CHAT/EMAIL

MESSAGING /SOCIAL

PERSONALIZED VIDEO

SalesForce Edition PRESENTATION

© 2016 Vocalcom, Inc

Vocalcom Salesforce EditionThe only true native Omnichannel Solution


Sell more and serve better

One unique interface to handle every customer interactions with

your CRM+41%agent

productivity

+25%customer satisfaction

+34%Sells

acceleration

Be more productive by unifying all your channels (voice &

digital medias) in Salesforce

Provide a more personnalize, more flexible and faster

customer service

Build on a 100% Cloud plateform native in

Salesforce


A global partner for your business

A global coverage to handle all your

needs

A wide set of best in class partners to support your

business


Connects everything you know about your customers to every interactionyou have with them for much more successful conversations.


Prioritise, Size, and Route

The only true native Omnichannel solution for Salesforce

emailEmail

computerWeb

usergroupCommunity

shareSocial

chatChat

Sale

sfor

ce M

edia

s

Salesforce Objects

CR

EAT

E

ASSI

GN

TO Q

UEUE

Example Queue 1 Routing Config

Priority Size

= 1= 1 unit

Example Queue 2 Routing Config

PrioritySize

= 2= 50%

Routing Config

Priority Size

= 3= 2 units

Assign to Queue- Workflow- Assign Rules- APEX/VF- Manually- Process Builder

nth … 2nd 1st

nth … 2nd 1st W

ork

Item

for O

bjec

t Add

ed to

Que

ueAccept?

No, back to queue

- Agent Work record opened - Screen popped in agent’s workspaceItems are ordered for

routing first by the priority of the queue, then by :- Expertise in the queue- Holding time estimated- Skills of agents

Setup- Create a case for

each Service Channel

Case

Example Queue 3

nth … 2nd 1st

Voca

lcom

Campaign case 1

Campaign case 2

Campaign case 3

QueueVocalcom 1

QueueVocalcom 2

Queues- All queues handled By

Vocalcom- Multiple queues can

be created

Yes passed to agent


Real-time analytics for all of your Service Cloud users, queues and work items

Instant insight into all of your agents’ statuses, workload and desktop workspaces

Easily display time spent online, away and offline. Track workload and capacity over time using the agent timeline views

Service Cloud Omni Supervision: Workforce insight


The only fully intregated solution that meets customer requirements

Installation in 3 clicsfrom Appexchange

Integrated Supervision and Reporting « No Project, No Hassle, Start and Go »1 day setup, 1 week to be live

All medias from Salesforce and intelligent Voice from Vocalcom (inbound - Outbound: PPP)


Vocalcom Salesforce Edition customers (extract)

Latest signatures and on-going implementations


Use cases

ACF (insurance) – Australie

• Consumer loan and insurance

• Was looking for a telemarketing solution 100% integrated with Salesforce

• Generate lead for Credit and insurance

• Blended campaign (Inbound and Outbound)

• Live since April 2013

+132% daily productivity enhancement

+25% cost of sales reduction

+ 40% implementation time

ROI in less than 3 months

Probikeshop - France

• Cycling parts ecommerce merchandiser

• 50 agents live since Mach2015 ( plan of 80 by )

• Full Service Cloud for Customer service

• Contact center base in Saint-Etienne (FR) serving all Europe

• 6 countries supported: France, Portugal, Spain, Italy, Belgium, Switzerland

• Live since March 2015

+40% sales increase per telesales

10 jours implementation set only with scripts and campaigns

ROI in less than 1 month


“For over 20 years, we have put the customer at the center of all we do, and we passionately believe that great customer engagement drives great business outcomes. Vocalcom is

trusted by over 3,700 customers in 47 countries, to orchestrate over 1 billion contact center interactions per year in the cloud and on premises”,

A.Dinis Chairman & Founder

setup omnichannel in salesforce

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