© 2014 Vocalcom, Inc.
Eff ort less Contact Center™Prepared for …
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Multichannel Contact Center leader
Est.1995
19offices
worldwide
3,500+CUSTOMERS
9 of 10top EMEAoutsourcers
$50+MREVENUE
© 2014 Vocalcom, Inc.3
For Contact Center people by Contact Center people!
• 300+ employees• 1 in 4 from the Contact Center industry
“Vocalcom was founded on a very simple principle: bring innovation to Contact Centers by creating solutions that Contact Center managers could adopt and manage by themselves” Anthony Dinis, Founder & CEO
© 2014 Vocalcom, Inc.4
Customer centricity tops the CxO agenda
7 in 10 CxOs recognize the imperative of transforming the customer experience
IBM Global C-suite Study, Sep 2013
© 2014 Vocalcom, Inc.5
Customer Service needs to step-up…
• Provide easy access using customer’s desired channels
• Reduce customer effort for getting things done
• Surprise customers at moments of truth
• Engage when relevant, and at the right time
of interactions happen with Customer Service
(source: Gartner)
75%
© 2014 Vocalcom, Inc.
Source: Forrester's Top Trends for Customer Service In 2014
Rigid and inflexible solutions of the past
Give adviceProvide multichannel service
Put agent experience at the forefrontLeverage the cloud for agility
Proactive engagementPower good service with reliable data at the right time
Proactively notify customersProvide smart offers, actions and connections
Use customer feedback to operationalize insights
Embrace mobile first
Improve end to endService with analytics
… putting Contact Center managers under pressure
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7 CFI Group's 7th Contact Center Satisfaction Index (CCSI) study
Despite all efforts, Customer Satisfaction with Contact Centers dropped a whopping 10% in 2013!
© 2014 Vocalcom, Inc.
What’s the point of technologyif it takes months to deploy & can never be changed ?
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© 2014 Vocalcom, Inc.9
Speed
TalentScarcity
Cost
The new world has 3 currencies
© 2014 Vocalcom, Inc.
Contact Centers need to become effortless
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Effortless for customers
Effortlessfor all
constituents!Agents
Customers
Supervisors
Contact Center Managers
IT Managers
© 2014 Vocalcom, Inc.11
Effortless Contact Center™
• Access on own terms• Get things done simply
• Be remembered and engaged when relevant
Customers
• Streamlined experience
• Information at fingerprints
• Intuitive collaboration
Agents
• Personal dashboard • Monitoring & engagement
• Self-Service reporting
Supervisors
• Out of the box capabilities
• Ability to activate or change
• Access to best practices
Contact Center Managers
• Complete solutions that deploys in days/weeks
• Choice of public or private Cloud
• Integrate easily channels & applications
IT Managers
© 2014 Vocalcom, Inc.12
Vocalcom unifies the front office across all channels
© 2014 Vocalcom, Inc.13
Vocalcom is an all-inclusive solution
Hermes multi-channel routing
© 2014 Vocalcom, Inc.14
Vocalcom is designed around 4 user experiences
Customer Agent Supervisor Administrator
Vocalcom Multi-channel Contact Center
© 2014 Vocalcom, Inc.
Unified Agent Experience
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© 2014 Vocalcom, Inc.
Personalizable Supervisor Experience
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© 2014 Vocalcom, Inc.
Empowering Administrator Experience
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© 2014 Vocalcom, Inc.
Vocalcom comes packaged in 4 editions
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Cloud Contact Center
• LeveragesAmazon Web Services platform
• Operated by Vocalcom
Cloud Contact Center for Salesforce• Built on top of Salesforce1 platform
• Integrates with all SalesForce applications
• Leverages Service Cloud for CRM
Virtual Contact Center• All-in-one Contact Center solution
• Pure web architecture optimized in Private Cloud
Contact Center for Avaya• Multichannel addition for Aura and IP Office
• Easy add-on maximizes existing investments
Vocalcom in the Cloud Vocalcom on-premises
© 2014 Vocalcom, Inc.
Vocalcom is cloud
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First hosted client
Hermes for Amazon Web Services
1/3 Vocalcom revenues are cloud
Pure web architecture (Hermes.Net)
Hermes for Salesforce (Force.com)
100th Cloud client
2004
2007
2012
2011
2010
2013
© 2014 Vocalcom, Inc.
Vocalcom addresses new buying behaviors
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Choice of deployment
• Cloud
• On-premises
• Hybrid
Predictablecosts
• Usage based pricing
• Simple inclusive concurrent seat price
• Optional competitive telecom pricing
self-service model
• Contact Center managers can turn-on/change capabilities
• Guided configuration & wizards
• Alleviate the IT burden deploying and maintaining the solutions
Access to best practices
• 2 decades of Vocalcom know-how baked into the solutions
© 2014 Vocalcom, Inc.21
Vocalcom features a powerful cloud architecture
• Leverages Amazon Web Services virtualization & redundancy
• Automatic database failover
• Agent, supervisor & administrator
are all pure web clients
• Voice is both fully redundant and monitored end-to-end
Centralizedrecording
Voice Experiencemonitoring
MonitoringConsole
Full replication across Availability Zones & automatic
failover
AWS Direct Connect
Hermesapplications
Redundant Call Control
Redundant Media processing (Dialogic HMP)
Redundant Voice termination (AudioCodes SBCs)
Administrationconsole
Supervisionconsole
Homeagent
HermesAgentHermesAgentAgent
workplace
Vocalcom NOC
© 2014 Vocalcom, Inc.22
ParisEMEANOCEquinix
Virginia
Equinix
Oregon
Terrmark
San Paolo
AmericasNOC
TelecityGroup
London
Vocalcom global Cloud deployment
• Global availability (13 countries)
• 24x7 operation from 2 NOCs
• 99.95% availability
• PCI DSS compliant platform
LegendAmazon
Data CentersVoice Networktermination
NetworkOperation Center
NOC
© 2014 Vocalcom, Inc.23
Vocalcom is integrated into Salesforce
• Contact Center capabilities built on top of the Salesforce1 platform
• Seamless integration with Salesforce product suite
© 2014 Vocalcom, Inc.24
Vocalcom offers self-service configuration
© 2014 Vocalcom, Inc.25
3,500 customers across industries
© 2014 Vocalcom, Inc.26
Vision
Innovate the Customer Experienceby enabling Contact Center managers
© 2014 Vocalcom, Inc.27
The Vocalcom promise
1.All-in-one contact center solutions
2.Cloud delivery model of your choice
3.Differentiated user experiences to empower your customer-facing staff
4.Industry best practices baked into our products
5.A passion to bring innovation to Contact Centers
© 2014 Vocalcom, Inc.
Eff ort less Contact Center™
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Learn how customers have deployed Effortless Contact Centers http://www.vocalcom.com/en/resources/call-center-software-solutions-testimonial-videos
© 2014 Vocalcom, Inc.29
The California Fair Employment & Housing Act (FEHA) and federal Americans with Disabilities Act (ADA), enforced by the California Department of Fair Employment & Housing (DFEH), prohibit employment discrimination and harassment based on a person’s disability or perceived disability.
The California and federal laws require employers to reasonably accommodate individuals with mental or physical disabilities. Such accommodations include providing employees with visual impairments with access to screen reading software. The Hermes system is compatible with access software such as JAWS screen reading software, which allows users to hear the words displayed on the screen. Vocalcom will not
charge its customers for the first two hours of professional service required to make minor script modifications of the Hermes system requested by customers to make JAWS screen reading software better meet a customer’s business needs.
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