www.vocalcom.com VIRTUAL CONTACT CENTER in the Salesforce Cloud
Hermes Cloud 2.0 Name, Title Version 1.0November 7th 2013
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www.vocalcom.com Hermes Cloud Leading Cloud Call Center
Solution within Salesforce Nearly 18 years Call Center Get it now
Hermes Cloud CRM or existing org Package to screen pop in 20 mins
Nearly 2,000 complimentary appexchange partners All phones
supported Free numbers home, mobile, extension SIP embedded browser
or external
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www.vocalcom.com The AppExchange One click Get it Now Existing
org, sandbox or trialforce org 30 day trial for free 3
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www.vocalcom.com Hermes Cloud No CTI client software Salesforce
OpenCTI adapter True Cloud Call Center technology Futureproof CTI
solution Same platform as Salesforce Sales Cloud, Service Cloud,
Hermes Cloud Salesforce native code Apex 4GL Entirely Salesforce UI
and Dashboard Native Call Center in the Sales and Service Cloud
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www.vocalcom.com Call Control Sales and Service Cloud console
CTI toolbar Login, logout, pause, extend pause, auto-ready access
control Agent status check, click-to-call recent contacts list
Blind, conference transfers Campaign and Contact Pop Custom CTI
Buttons Quick create contact, case, lead, opportunity already
defined Manual, preview dial calls Call qualification Click-to-call
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www.vocalcom.com Campaign Feature List Inbound Campaigns setup
features Manage queues, embedded IVR Message Handling Calling
number display settings Associate call status groups Set up
overflow management Define skills based routing Outbound Campaigns
setup features Calling lists, Salesforce contacts, leads, bulk
import Preview, Progressive, Predictive dialing modes Personal and
group call backs Dialing Management (complex : average between 2
calls, call attempts, % of retention, maximum ring number)
Associate Open Hours and Holidays Review call file information
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www.vocalcom.com IVR Use Salesforce objects, input menus and
customize 8
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www.vocalcom.com Call Recording Simple, fast playback 9
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www.vocalcom.com Real-Time Agent Management Supervisor key
features Create agent groups, agents, define skills groups and
individual skills Use the power of the Supervisor Module - View
live status of calls, campaigns, agents 10
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www.vocalcom.com Admin and Control Simple administration
features Manage hours, holidays, exceptional days Define inbound
and outbound campaign statuses and sub status Intuitive Reporting
Per call reporting in Salesforce Qualifications visible Associates
call log to the right contact in case of multiple contacts 11
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www.vocalcom.com KPI and Custom Reports Customize, native
reporting via Salesforce Dashboard 12
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www.vocalcom.com Call Flow Scripting Visual Workflow scripter
Step agents through collecting and updating data through flow work
screens Associate flows to custom buttons, tabs, links or access
via a direct URL Workflow agent interactions Utilise Salesforce
data and write-back changes Create new records and set up
activities through flow events 13
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www.vocalcom.com Social Enterprise Chatter Easily share
content, ideas, requests with colleagues Find and follow content
and Salesforce objects Accounts, opportunities, cases, sales,
operational dashboards and more. 14 The right information,
applications, expertise and content to you, wherever you are
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www.vocalcom.com Content Management Upload and share content
Create content libraries Build content packages, multiple files
Preview content in the cloud Tag files for filtering, add sharing
privileges share content outside the organisation Subscribe or
follow content Powerful search capabilities 15
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www.vocalcom.com CRM Features Additional Hermes Cloud CRM
features Define views with field customization Real-time worflows
and approval engine Real-time analytics Salesforce chatterbox
Identity multiple app single sign-on 16 Visual Process Manager
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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, TCPA and OfCom Hybrid available using MPLS 17 active
ready
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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
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www.vocalcom.com PCI Compliance / Key Security Technology
Encryption Communication streams and signal messaging encrypted
SRTP for media stream encryption (RFC 4568 SDES voice and video)
TLS Security signal messaging encryption Network Privacy (topology
hiding) Advanced security applied at each leg in communication
Dynamic restrictions on untrusted legs Protection against DOS/SIP
attacks Rich message filtering rules: message size, number of
headers, message body types, request type and more Access lists,
concurrent calls, layer 3 and SIP Dialog rate limiting
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www.vocalcom.com Compliant - TCPA Dialler solution cannot dial
ahead or dial automatically No dialling without action and
intervention by the live representative No predictive dialing or
other dialing approach Preview dialling only a live representative
MUST selectively specify telephone number to be called. Agent on
the line from the beginning No delay between when the called party
answers the telephone No delay when the live representative is
available to speak with the called party For example a delay caused
by connecting the live representative to the called party No
possibility that any calls could be abandoned whereby the live
representative is unable to speak with the called party. 20
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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 21
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www.vocalcom.com Compliant PCI Secure IVR 22 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
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www.vocalcom.com Sales Cloud Value Proposition Call more
prospects and at the right time Leading edge predictive dialler,
easy call file cleansing and set-up Plan automatic call backs
Simplify the appointment process Share agendas for calls and
call-backs Chatter for sales agents, collaborative help Maximise
sales team efficiency Add new sales agents within 3 minutes Silent
monitoring with whisper paging to help train agents Call scripter,
(flow) with click-to-call Real time activity monitoring 23
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www.vocalcom.com Service Cloud Value Proposition Increase First
Contact Resolution rate, customer excellence Qualify calls through,
IVR, manage VIP calls Route calls best qualified agent, skills
routing Eliminate hold-times Improve agent productivity Silent
monitoring Plan automatic call-backs Share agendas for calls and
call-backs Chatter for sales agents, collaborative help Monitor
SLAs per customer Real-time monitoring and phone interactions
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www.vocalcom.com Call Center in Salesforce Sell more advanced
compliant dialling, call more prospects Improve customer care
filter through IVR, route to best agent, eliminate hold times,
prioritize callers Improve agent productivity planned automatic
call backs, screen pops, workflow interactions, collaboration Scale
fast and easily add new sales agents in seconds Improve operational
performance advanced supervision, custom reporting Reduce costs
efficient, global voice infrastructure comes standard! 25
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www.vocalcom.com Call Center in Salesforce Cloud based
productive agents anywhere, at anytime on any device Secure, future
proof, compliant and fast cloud infrastructure Easy, rapid native
Call Center appexchange install Scale up easily with no hardware or
software costs Call more customers, increase sales and productivity
Powerful CRM agent interaction scripting Work-flow no IT, no
constraints Call Center solution Full Sales Cloud and market
defining outbound dialing Manage real-time, and via Salesforce
dashboard reporting Ensure optimum agent performance Measure for
continuous improvements to customer excellence 26
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www.vocalcom.com Call Center in Salesforce Route customers to
the the most effective and knowledgeable agent first time, every
time Leverage collaborative enterprise and content management to
provide joined-up customer excellence Scale up easily with no
hardware or software costs Predict subscription cost for full Call
Center and CRM Realise training and operational cost efficiencies
No maintenance or upgrade costs Invest in the future, compelling
ROI 27
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www.vocalcom.com VIRTUAL CONTACT CENTER in the Salesforce Cloud
Thanks for your time Name Contact Number Email address
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www.vocalcom.com VIRTUAL CONTACT CENTER in the Salesforce Cloud
Vocalcom Hermes Cloud FAQs & Discussion Points
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www.vocalcom.com FAQs & Discussion Points Were concerned
with security in a shared environment. We need our own dedicated
instance. Were concerned with security in a shared environment. We
need our own dedicated instance. Our TCO is lower with our existing
solution. Were heavily invested in our existing technology
infrastructure. Our TCO is lower with our existing solution. Were
heavily invested in our existing technology infrastructure.
Integration with a hosted application is too difficult. Integration
with a hosted application is too difficult. Salesforce is missing
an important feature, one which a competitor currently offers.
Salesforce 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 salesforce.com or the internet goes down? What happens
if salesforce.com 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 salesforce have a data center in? Does salesforce 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 dont
want to begin payments until my users go live. I dont want to begin
payments until my users go live. Salesforce has too many features,
we shouldnt have to pay for things we dont need. Salesforce has too
many features, we shouldnt have to pay for things we dont need.
We've barely got our sales people to use basic CRM, Chatter will
distract them. We dont want them using Facebook in the workplace.
We've barely got our sales people to use basic CRM, Chatter will
distract them. We dont want them using Facebook in the
workplace.
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www.vocalcom.com Were 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 has been the #1
priority of salesforce.com from day 1. 100% of our customers enjoy
a level of security that historically only a few companies could
afford to build. 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
maintain the highest security standards at three levels Application
Security: Every row of data in every table is tagged with a unique
identifier for each customer. Every query of our system is filtered
on this field. This ensures that customers only see there data.
Facilities security: Highest security facilities, 5 hand scans to
get to our cages, man-traps Network security: Secure OC-48
connection between data centers. 3rd party certifications,
White-hat hackers Proof SAS70 Type II certified, SysTrust certified
Zero intrusions / security failures in our 8 year history Deep
customer security audits: Merrill Lynch, Cisco, Symantec, Citibank,
Deutsche Bank, including the Top 3 Firewall providers
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www.vocalcom.com Our TCO is lower with our existing solution.
Were 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 SFDC deployment?
Responses: Most customers find that we are more cost effective when
they calculate a comprehensive TCO. Would it make sense for me to
put you in touch with some of these customers or share some TCO
calculations/models? Calculating an accurate TCO can also 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 my 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
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www.vocalcom.com Integration with a hosted application is too
difficult. Questions: What are your integration requirements? What
systems are you looking to integrate too? 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 CRM customers More than half of
the traffic in our service is integration transactions vs. page
views and we now do more than 1 Billion integration transactions
per month Proof Native connectors for SAP R/3 and Oracle 11i 32
certified integration middleware partners 300+ pre-built
integrations to external web services on AppExchange Custom-build
with our API and developer toolkits Native connectors to desktop
applications
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www.vocalcom.com Salesforce 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? **Last Resort Concession with FULL
disclaimer Product Roadmap Responses: AppExchange / Apex Code /
Visual Force / Siteforce Product Roadmap / Idea Exchange Proof: 3
Releases a Yr
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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 youre down,
thousands of other customers are down and thus we are highly
incented to maintain high uptime rates. This is why we do not offer
SLAs. Proof Trust.salesforce.com Most customers without an SLA
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www.vocalcom.com What happens if salesforce.com 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
not only have comprehensive backups of your data but we have a
complete full-scale backup data center that is dedicated to
disaster recovery. All backups are done over our secure network. No
tapes on the highways. We have the ability to restore data in the
event of accidental deletion We have many mechanisms to allow
customers to store and refresh local backups of their data Proof
Trust.salesforce.com
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www.vocalcom.com Can I stay on an old release? I want to
upgrade on my own schedule. Questions Help me understand what your
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. This is a requirement of all of
our customers. Salesforce 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 3-4 releases per year IdeaExchange
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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 salesforce.com
customer can always take their data from SFDC and implement an on-
premise solution Hybrid is not viable/referenceable model Its
actually easier to integrate SFDC to on-premise solutions Proof:
Large Customers: Japan Post, Cisco, Starbucks
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www.vocalcom.com Does salesforce 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 customers outside the US are satisfied with
performance EUs Data Protection Directive & Safe Harbor Data
processor vs. data controller Customer references Proof: Tyco Latin
America First Caribbean Bank
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www.vocalcom.com We can get MSCRM for FREE, we can get SOD/ORCL
for $17/monthAND, they will have all the features of SFDC within 6
months 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 later, but I would like to focus on understanding &
solving your business problems first. Our customers have
historically paid a premium 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
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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 I will be unable to extend you
the discounts and other terms that I hoped for here. Proof: Find a
customer who implemented a lot of users in short period of time
like Qualcomm
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www.vocalcom.com I dont want to begin payments until my users
go live. Questions: Whats driving this? How are you deciding who
gets turned on first? How do you plan on rolling this out?
Response: Its standard that we spend most of our implementation
time creating the right user profiles, experience, and data. Doing
this helps us do one initial roll-out project vs. two (more cost
effective) By setting up these users in advance, we can test
everything to ensure that you dont have any setbacks in your first
month of deployment Concession Option: Well there really is no way
to start your deployment without licenses in place, so I would be
willing to give you a free month on the back end of your contract
if you extend to 2 years this means paying for 24 months, but
getting 25. Proof: Find a customer who implemented a lot of users
in short period of time like Qualcomm
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www.vocalcom.com Salesforce has too many features, we shouldnt
have to pay for things we dont 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 salesforce is an appropriate solution for your company What
is the other customized solution that you are evaluating? Other
vendor? Custom build? Response We have a broad range of offerings
priced at different levels for our customers diverse set of
functional requirements. While you may not currently need all of
our features, you can easily configure our solution to deliver the
features you need to your end users. 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 Proof 82,400+ successful customers of
all sizes
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www.vocalcom.com We've barely got our sales people to use basic
CRM, Chatter will distract them. We dont want them using Facebook
in the workplace. Questions: What is prompting your concerns with
using Chatter? How is social media being leveraged in your company
today? Response: Chatter increases the value of the CRM
functionality for sales people. In a third party survey of existing
customers who have turned on Chatter, sales people reported: 19%
faster finding information, 10% increase in productivity, 13%
reduction in e- mail, and a 4% increase in sales! Proof: Dell using
Chatter company-wide 100,000 users