Integrare Call Center în Cloud - · PDF fileDirector Vanzari - Bucuresti ... Andy...
Transcript of Integrare Call Center în Cloud - · PDF fileDirector Vanzari - Bucuresti ... Andy...
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Integrare Call Center în Cloud:CISCO și Salesforce Service Cloud
www.brinel.com©2014 BRINEL. All rights reserved
Speakeri:
Bogdan MustataDirector Vanzari - Bucuresti
Claudiu BoarNetworking Manager
Andy LengyelSalesforce Certified Consultant
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www.brinel.com
About BRINEL
For 24 Years… IT solutions represent us Our experience recommends us Our clients’ trust honors us
… with every new project
Since 1991, in Cluj- Napoca
presently: the most important independent IT & C solution provider
team: 160 employees in the most important locations in the country:
Cluj, Bucureşti, Oradea and Sibiu with national coverage
Quality: ISO 9001, ISO14001, ISO 27001, ISO 20000
©2014 BRINEL. All rights reserved
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www.brinel.com
About BRINEL
©2014 BRINEL. All rights reserved
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www.brinel.com
BRINEL Partners
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INFRASTRUCTURE Hardware & Software
Resources management applications
Any relationship management
Budget planning and consolidation
Reporting(Business Intelligence)
About BRINELHardware, software and services leading IT integrator!
Our competences:
©2014 BRINEL. All rights reserved
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www.brinel.com
• IT assessment
• Solution Design
• Implementation
• Project Management
• Training
• Support
• Managed services
INFRASTRUCTURE Hardware & Software
• Identity management
• Server Management
• Database design and administration
• Email and Collaboration
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Collaboration overview
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What Do People Want?
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People don’t want
computers.
They want to relate,
share, communicate,
enjoy, learn, discover,
analyze, and create.
Gartner
““
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Simplicity Allows Innovation
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WE
WANT
TO GET
STUFF
DONE
as if we were
all in the same
room
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www.brinel.com
Raising the productivity of employees whose jobs can’t be
automated is the next great performance challenge — and
the stakes are high.
McKinsey & Company,
The 21st Century Organization
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The Workforce Needs More Flexibility
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40%
of the workforce
will be mobile
by 2016
40%
of video users use
three or more devices
for video calling
94%
of business leaders
say cloud
collaboration enables
flexible work
environments
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Collaboration Across Your Business
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Mobile WorkerAccount Manager
Information WorkerFinancial Analyst
Contact CenterContact Center Agent
Deskless WorkerFactory Supervisor
ExecutiveVP of Marketing
Customers Partners Suppliers
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Day in the Life of an Account Manager
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08:00 a.m. Works from home office
11:30 a.m. Locates call-center expert
04:00 p.m. Attends sales meeting
Travels to
customer meeting
Receives order alert and
updates executive
Starts day at home office
accessing sales tools
and attending meetings
through Cisco WebEx®
conferencing
Works from regional
office
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Day in the Life of an Account Manager
www.brinel.com
08:00 a.m. Works from home office
11:30 a.m. Locates call-center expert
04:00 p.m. Attends sales meeting
Travels to
customer meeting
Works from regional
office
Receives order alert and
updates executive
During her drive, a customer
calls to rush an order. She finds
a contact center agent, who
adds others to the call
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Day in the Life of an Account Manager
www.brinel.com
08:00 a.m. Works from home office
11:30 a.m. Locates call-center expert
04:00 p.m. Attends sales meeting
Works from regional
office
Receives order alert and
updates executive
Attends sales meeting
in regional office with remote
participants using video
Travels to
customer meeting
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Cisco Jabber: All-in-One Unified
Communications Application
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Best-in-class unified communications
capabilities
Presence and IM
Voice, video, voice messaging
Desktop sharing, conferencing
Collaborate from any workspace
PC, Mac, tablet, smartphone
On premises and cloud
Integration with Microsoft Office
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Communications-Enabled ProcessesCisco Jabber SDK
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www.jabberdeveloper.com
Easily add
collaboration
functionality
to web
applications
and business
processes
VideoVoice
Web Conferencing
Voicemail
IM/Chat Presence
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From the Browser to the Boardroom
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Browser/
mobile
Home
Office
Work
Office
Small Group
Spaces
Larger
SpacesBoardrooms
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DEMOIntegrare Call Center în Cloud:CISCO și Salesforce Service Cloud
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Obiective Call Center
• Permiteți clienților să interacționeze utilizând canalul lor preferat
– Access rapid la persoana corespunzătoare pentru gestionarea nevoilor sale
– Obțin informațiile de care au nevoie rapid și ușor
– Experiență pozitivă consecventă
• Încurajați agenții să ofere o experiență deosebită
• Mediu de lucru unic pentru toate canalele
• Acces ușor la informații, în context
• Instrumente eficiente de comunicare
• Optimizarea costurilor si utilizarea resurselor
• Îmbunătățirea continuă a performanțelor
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Componentele de bază
• Sisteme de rutare
• Centrale telefonice
• Gestionare agenți
• Profil client
• Management suport / SLAs
• Fluxuri automate de date
• Instrumente de Colaborare
• Istoric interacțiuni
• Baza de date cu cunoștințe
Infrastructurămulti-canal CRM
• Raportare
Cantitativa
Calitativa
• Instrumente de
comunicare
Softphone, Web Chat, Email,
Cobrowse
• Consola unitara
Accesibilitate
Informații contextuale
Arii comune
Interfața
Agent
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Simplificarea arhitecturii de integrare
Sistem de rutare
Web Services API
Agent Status
Open
CTIAdaptor
CTI
Platforma
multi-canal
• Minimizarea
punctelor de
integrare
• Amprenta redusă pe
spațiul de lucru al
utilizatorului
• Soluții OOB la
îndemâna clientului
Service
Cloud
Bucher
+
Suter
Cisco Unified
Communications
Manager
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CISCO și Salesforce Service Cloud
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BRINELBusiness Technology Solution Center
Va multumesc!
www.brinel.com
Headquarters:BRINEL [email protected]
Branches:BRINEL BucharestBRINEL OradeaBRINEL Sibiu
Discover more about us: www.brinel.com
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