Presentation on theme: "Www.vocalcom.com Version 1.1 by Simon HarrisonJune 13th 2013 VIRTUAL CONTACT CENTER in the Cloud Hermes EC3 Name, Title."— Presentation transcript:
www.vocalcom.com Version 1.1 by Simon HarrisonJune 13th 2013 VIRTUAL CONTACT CENTER in the Cloud Hermes EC3 Name, Title
www.vocalcom.com Complete Cloud Contact Center Web native Call Center application –Centralized admin, configure all contact strategies and management tools via a single interface –Rapid development codebase, turn innovation into reality FAST –No client install – IE, Firefox and Chrome, (Windows, Linux, Mac OS) –No telephony device needed, just a headset True multi-channel support –Skills based, blended, email, fax, sms, chat, social –‘Real-time’ entirely customizable, extensive monitoring –Unrestricted access to management information 2
www.vocalcom.com Cloud Contact Center 3 Easy, graphically designed agent apps, workspaces and IVR –‘Action Builder’ makes it easy to ‘get connected’ to existing applications –1000’s seat Contact Center IVR via a single module of ‘Interface Designer’ Entirely cloud based, fully featured, multi-channel Contact Center
www.vocalcom.com Cloud Contact Center High Availability Cloud –Globally available, resilient and secure and unique –World class voice infrastructure technology and design –Compliance by design for PCI and Ofcom –Hybrid available using MPLS 4 active ready
www.vocalcom.com Core Modules and Features 5 The Wave The Drive ADMINISTRATION IVR DESIGNER SCREEN DESIGNER ADMINISTRATION IVR DESIGNER SCREEN DESIGNER WORKSPACE AGENT SUPERVISION REPORTING WORKSPACE AGENT SUPERVISION REPORTING MEDIA & INCOMING OUTGOING Voice - Chat - Email - Fax - Social Media MEDIA & INCOMING OUTGOING Voice - Chat - Email - Fax - Social Media RECORDING Administration Screen Designer IVR Designer Supervision Agent Reporting
www.vocalcom.com Unique Agent Workspace User friendly agent interface –‘Familiar’ web based features –Customizable workspace, media controls and context workflow, screen pop ‘apps’ –Agent control of breaks, dispositions, transfers, personal callbacks and more –Voice and screen recording 6
www.vocalcom.com Screen Scripts or Applications Web enabled design feature –Create screen scripts, (apps) and workflows –Drag and drop easy to use GUI –Real-time interaction data capture –‘Connect’ to multiple database sources –Conditional navigation and branching –‘Connect’ to CRM applications –Customized action builder 7
www.vocalcom.com Centralized Admin Simple, web based admin –Multi-site, multi-tenant, multi-channel –Real-time campaign management –Tiered level admin access –Manage HR and skills based routing –Manage ACD queues, outbound lists 8
www.vocalcom.com Inbound Voice Campaigns Inbound contact key features –Customize queue and welcome messages –Manage queue and overflow strategies –Assign resources and service hours –Associate workflow and screen scripts –Define recording rules –Set up pause codes and call qualification statuses and sub-statuses 9
www.vocalcom.com IVR Designer Drag and drop IVR designer –Feature rich interactive menus –Inbound campaign, inbound messaging, automated outbound –Call queuing, forwarding, outsourcing, VIP prioritization –Text to speech recognition –Marker technology for reporting –Multi-language –Voicemail management –Database lookups, web services, external software –Integrated testing capability –Secure IVR for PCI Compliance 10
www.vocalcom.com Live Proactive Web Chat Pro-active live web chat –Customizable chat bar –Chat on demand or proactive designer –Web call back, click-to-call, co-browse, video conferencing –Automatic form capture, satisfaction feature –Facebook Application –Agent pre-defined answers, push media and transcript send –API 11
www.vocalcom.com The Drive Connect with ‘off-line’ shoppers –Mobile application –Barcode product lookup –Connect with agents - infinite information, screen scripts –Video-conferencing, click-to-call –Any web application 12
www.vocalcom.com Outbound Dialing Advanced outbound strategies –Import assistant, easy filtering of callfiles –Define dialling mode and related ‘client target’ settings for preview, progressive, predictive, robot –Manage call back strategies –Advanced call file management, import, filtering and re-use capabilities –‘Normalised’ opening time management –Define recording strategies 13
www.vocalcom.com Real-Time Management Fully customizable Supervision –Real-time voice and data monitoring –Extended visibility multi-screen view –Supervision interactive toolbar –Coach, listen, take control, IM, record –Real-time dashboard view –Standard and customizable ‘KPI busting’ performance indicators –Unified multi-media reporting 14
www.vocalcom.com Performance Reporting Business Intelligence –Channel and agents activity –Unrestricted date and time reporting –Real-time indicators –Schedule and send by email –Export Word, Excel, PDF –Open database, extend even further 15
www.vocalcom.com Integration Methods 16 ActiveX DDE COM Objects Web Services TCP/IP Flash Objects
www.vocalcom.com Global Cloud Contact Center Global Reach –European and American data centers Local and regional redundancy –London / Ireland –New York –Brazil active ready
www.vocalcom.com High Availability Cloud Contact Center Key features High availability end user internet routing 100% SLA Elastic compute capacity, with fast instance replacement and predictability 99.95% availability Elastic load balancing across multiple instances, combined with auto-scaling to ensure enough instances to balance End to end privacy and security AWS PCI Compliance certified Multi-AZ deployed Oracle DBS with built-in automated fail-over. 18
www.vocalcom.com High Availability Voice Keep-alive technology –Automatic gateway switching –Call context synchronization, active calls unaffected during a switchover Hitless software upgrades –Can upgrade SBC firmware without disturbing current calls High capacity and scalability –Upto 10,000 agents supported on a single gateway Designed for PCI Compliance Multi-point voice redundancy –1+1 redundancy scheme –Dual protocol, ports, blades, gateways, geographies
www.vocalcom.com Technical Architecture Each Region 20
www.vocalcom.com Compliant – PCI Secure IVR 21 PSTNwww Agent requests card details from caller 1 1 Caller enters credit card digits by keypad 2 2 Touch tone digits removed 3 3 Agent cannot hear the touch tone digits but can hear the caller 4 4 Payment service provider 5 5 Merchant payment 6 6
www.vocalcom.com Compliant - Ofcom All of the tools to ensure Ofcom compliant Original and new regulations Includes all key metric management –3% abandoned rate –No abandoned re-calls in less than 72 hours –Calls connected to agents within specified and set time frames –Interactive Voice messaging for non- marketing calls Powerful callback configuration 22
www.vocalcom.com Value Proposition Productive agents anywhere, anytime, using any device –Scale up or down, FAST, easily with no hardware or software costs Use what you want, when you want it –On-demand flexibility –Use any single channel context to complement existing solutions Cost effective agile workspace, apps, more productive agents –Rapid - no IT, ‘no constraints’ to evolving fast –Partner up! Predict and reduce costs –No capital investment, no maintenance or upgrades –Reduced staff turnover and training costs 23
www.vocalcom.com Value Proposition Connect to more customers, right time, right device –Advanced, compliant dialer solution, truly blended Connect their way, be more efficient with agent resources –Ensure agents have ‘everything’, joined-up customer excellence –COMPLETE multi-channel solution –Transform the customer experience Risk free leading global voice and cloud infrastructure –Secure, future proof, compliant, fast Invest in the future, easy, compelling ROI 24
www.vocalcom.com Respond faster and easier how your customers want you to. Reduce costs, improve revenues and customer excellence. Complete Cloud Contact Center
www.vocalcom.com Version 1.1 by Simon HarrisonJune 13th 2013 VIRTUAL CONTACT CENTER in the Cloud Thanks for your time Name Telephone Number Email Address
www.vocalcom.com Version 1.1 by Simon HarrisonJune 13th 2013 VIRTUAL CONTACT CENTER in the Cloud Hermes EC3 FAQs & Discussion Points
www.vocalcom.com FAQs & Discussion Points We’re concerned with security in a shared environment. We need our own dedicated instance. We’re concerned with security in a shared environment. We need our own dedicated instance. Our TCO is lower with our existing solution. We’re heavily invested in our existing technology infrastructure. Our TCO is lower with our existing solution. We’re heavily invested in our existing technology infrastructure. Integration with a hosted application is too difficult. Integration with a hosted application is too difficult. Hermes EC3 is missing an important feature, one which a competitor currently offers. Hermes EC3 is missing an important feature, one which a competitor currently offers. What sort of Service Level Agreement can you offer? What sort of Service Level Agreement can you offer? What happens if Hermes EC3 or the internet goes down? What happens if Hermes EC3 or the internet goes down? Can I stay on an old release? I want to upgrade on my own schedule. Can I stay on an old release? I want to upgrade on my own schedule. Can I host it myself? Do you have an on-premise option or migration path? Can I host it myself? Do you have an on-premise option or migration path? Does Vocalcom have a data center in…? Does Vocalcom have a data center in…? Other vendors are less expensive. Other vendors are less expensive. I want to run a limited pilot on a month-to-month basis. I want to run a limited pilot on a month-to-month basis. I don’t want to begin payments until my users go live. I don’t want to begin payments until my users go live. Hermes EC3 has too many features, we shouldn’t have to pay for things we don’t need. Hermes EC3 has too many features, we shouldn’t have to pay for things we don’t need.
www.vocalcom.com We’re concerned with security in a shared environment. We need our own dedicated instance. Questions –What are your specific security requirements? Is your concern Security or data ownership? Response –Security of customer data is the number one priority of Vocalcom. 100% of our customers enjoy a level of security that is comparatively far more secure than a premises based solution. –Our system has been architected from day 1 as a multi-tenant application that can securely store multiple customers data on a shared architecture. This is the same approach that consumer banking web sites have followed for the past 10 years. –We are also able to offer a dedicated private cloud, if you still feel unsure about our shared platform. Of course, this is provided at a slightly higher premium in terms of price.
www.vocalcom.com Our TCO is lower with our existing solution. We’re heavily invested in our existing technology infrastructure. Questions: –How are you calculating Total Cost of Ownership? –What type of investments have you made? How much? –What if you could leverage all of your existing investments for your Hermes EC3 deployment? Responses: –Calculating an accurate TCO can be a major challenge. It is difficult to value opportunity cost (higher priorities for IT resources, cost of not upgrading, missing features, etc.) –A few of our customers have calculated that an on demand system may be slightly more expensive than in-house over 5+ years. Regardless of which system may be cheaper, customers have found calculating ROI the best metric. –Would moving IT resources from maintenance to innovation help you achieve your Business Issues (objectives) faster? –Other considerations: Upgrades & IT: maintenance to innovation Proof: –Sample TCO model / Customer references & stories
www.vocalcom.com Integration with a hosted application is too difficult. Questions: –What are your integration requirements? What systems are you looking to integrate to? Data loading? Batch integration? Real-time integration? –What does too difficult mean? –Have you had a difficult integration experience before? Response –We understand your concern, successful integration is critical to the success of most of our customers –Our application is built to be ‘connected’ to existing applications. One of our unique values is our product was designed from the ground up to accommodate ‘adopting’ existing customer solutions into the agent workspace. We want to encourage this, to ensure the agents have everything they need to better serve customers. –We can support a dedicated cloud, we can support client side integration. Our workspace makes it easy to connect to existing systems.
www.vocalcom.com Hermes EC3 is missing an important feature, one which a competitor currently offers. Questions –How are you doing this today? –How important to the overall project? –How are you going to use that feature? Which problem will it help you solve? Is this your most pressing problem? –How are you currently solving this? Could we integrate? –Have you seen all the “applications” our customers are building? –Have you had a chance to look at our extensive partner ecosystem? Responses: –The Vocalcom code base is very modern, adopted to ensure rapid development of new customer requirements. –We can propose a one off price as a project to add a new feature or we can decide it’s something that will benefit all of our customers and add it to a coming release.
www.vocalcom.com What sort of Service Level Agreement can you offer? Questions –Help me understand why you need an SLA?? –Do you have SLAs with other vendors? –Is this a competitive issue? Response –After security of customer data, the availability of our service is our highest priority. –We have industry-leading, extremely high levels of availability. –Multi-tenancy delivers the highest levels of availability and makes SLAs largely unnecessary. If you’re down, thousands of other customers are down and thus we are highly incented to maintain high uptime rates. –If you’re still not happy we can decide on a mutually agreed SLA.
www.vocalcom.com What happens if Hermes EC3 or the internet goes down? Questions –How likely is it that the internet will go down? Is this a data availability issue or a performance issue / concern? Response –We understand your concerns, the availability of our solution is one of the most important issues that our customers evaluate –We have industry-leading availability and uptime rates –Multi-tenancy delivers the highest levels of availability – this is why Google, Ebay, Yahoo and Amazon all use this architecture. –We have comprehensive backups of your data. –Our servers and voice infrastructure is deployed in a very high availability and robust configuration. We duplicate from multiple regions and geographies, right down to protocols supported on a single gateway.
www.vocalcom.com Can I stay on an old release? I want to upgrade on my own schedule. Questions –Help me understand what you’re worried about with a new release? –How do you maintain a consistent user experience today? Response: –We understand your desire to have control over the release process. –Vocalcom has strong leadership in terms of (1) delivering on customer-requested features and (2) delivering these new features at a rapid pace –You will retain control over when new features are delivered to end users. Every new feature in a release is enabled for all of our customers, but the majority are not automatically visible and requires administrative setup to be visible. Proof –2-3 releases per year
www.vocalcom.com Can I host it myself? Do you have an on- premise option or migration path? Questions: –Help me understand why you want to host this application on premise? –What do you think the advantages might be with an on-premise solution? –Which users do you need hosted? –What do you mean by hosting? –What would cost you to migrate in house to on-demand? (TCO) Response: –A Vocalcom customer can always take their data and implement an on-premise solution –Hybrid is also an available model with some telephone switch solutions –There’s clearly an upfront investment, ongoing maintenance and upgrades in terms of cost if you switch to a premises solution.
www.vocalcom.com Does Vocalcom have a data center in…? Questions: –Help me understand why you need a data center in x? Are you worried about system performance or legal compliance? Response: –Thousands of Vocalcom customers are satisfied with performance –Dependent on demand we can and will consider additional data centers
www.vocalcom.com Other vendors are less expensive? Questions: –What is the cost of failure? –How are you calculating cost? –If prices were equal, what solution would you choose? –Which features do they claim are “coming soon”? –How critical are these to solving your current business problems? –Are you primarily concerned with cost or return on your investment? Have you had a chance to calculate an ROI? Response: –We can talk about price, but I would like to focus on understanding & solving your business problems first. –Our customers have historically happily paid for our solution since it gives them the highest chance for success. Proof: –According to Gartner, on-demand solutions are at least 10-13% cheaper over 5 years when examining all the costs associated with an on-premise deployment –References
www.vocalcom.com I want to run a limited pilot on a month-to- month basis. Questions: –What are you major risks? –What do you consider the major risks for this project? –Is this a financial concern or business or technological concern? –Would this be for a limited roll-out or for everyone? –How will the results be measured to make a long term call? –Would a fully-supported free-trial (usability test) help us avoid this? –What is your Success criteria? Response: –The downside is that the potential lack of commitment might impact the success of the pilot and hurts us both in the long run. –The downside for you is that we will be unable to extend discounts based on that lack of commitment. –We will however consider this, for special cases. Proof: –Find a customer who implemented a lot of users in short period of time.
www.vocalcom.com I don’t want to begin payments until my users go live. Questions: –What’s driving this? –How are you deciding who gets turned on first? –How do you plan on rolling this out? Response: –When providing Cloud Contact Center we are contractually bound by our own partners in terms of commitment both in terms of usage and infrastructure. As such, if we don’t ask for an upfront order, we are accepting all of the risk. –In terms of telephony we can bill on a usage basis however agent licenses is something that needs to be paid in advance. Proof: –Find a customer who implemented a lot of users in short period of time.
www.vocalcom.com Hermes EC3 has too many features, we shouldn’t have to pay for things we don’t need. Questions: –What functionality is required for your project? –Do you have a documented list of functional requirements that we could review in order to determine whether Hermes EC3 is an appropriate solution for your company –What is the other customized solution that you are evaluating? Other vendor? Custom build? Response –Hermes EC3 is a single application, providing access to all features and functionality by default and so we encourage customers to fully utilize the system. –While you may not currently need all of our features, you can easily configure our solution to deliver the features you need. –You can easily expand your use of our solution by turning on new functions as your needs grow … contrast this to a custom developed solution that may be difficult / expensive / slow to modify. –Otherwise, it is possible to consider buying licenses for certain channel contexts at this point in time. Proof –3,000+ successful customers of all sizes