Download - Vocalcom corporate présentation 2017
© 2017 Vocalcom p.1
Cloud Conversational Commerce Platform
OMNICHANNELVOICE/MOBILE
SMS/CHAT/EMAIL
MESSAGING /SOCIAL
PERSONALIZED VIDEO
Corporate Presentation
© 2017 Vocalcom p.2
Agenda
Vocalcom Company Profile
Vocalcom, SalesForce and Amazon (AWS), a long-term choice since 2011
Our strategy for the future
© 2016 Vocalcom – Management presentation – Strictly confidential p.3
Company profile
© 2017 Vocalcom p.4
Leading provider for innovative Omnichannel digital software solutions for the contact center market
Founded by a visionary Customer interaction management innovator, Anthony Dinis, in 1996
Company backed by Private Equity fund Apax Partners France as majority shareholder since May 2011
HQ in Paris, France, strong international exposure with +16 offices supporting Clients in 47+ countries, with a specific focus on Europe & emerging countries (e.g. North Africa, Latin America)
Turnover of c. €32,6m in 2015
Company outlook
© 2017 Vocalcom p.5
History
Has developed from the beginning a complete suite of digital solutions for the customer relationship & contact centers market
First Full web omnichannel interaction platform solution browser agnostic available in 24 languages
Having reached the leadership with on premises solutions gaining over 3600 Customers, has decided in 2012 to develop new Cloud Solutions such as Vocalcom Cloud and Salesforce Edition
Went through acquisition in 2016 in leading Cloud digital Marketing solutions to extend the reach of its portfolio
Internationally recognized for its know-how in creating innovative solutions for the contact centers market (e.g. predictive dialer) to best answer clients’ needs
Mentioned for 5 years in a row in Gartner’s Magic Quadrant for Contact Center Solutions and seen as visionary since 2013 for its next generate of architecture
© 2017 Vocalcom p.6
Multi-vertical, loyal, blue-chip customer base
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Global Coverage (Vocalcom + distributors)
Operations in 16 offices supporting +3600 customers across 47 countries
Vocalcom OfficesDistributors
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Combined technology, business model, CEM expertise to disrupt the industry
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A long-term architecture choice since 2011
© 2017 Vocalcom p.10
Powerful cloud architecture
• Cloud Architecture Second to none (Gartner 2012)
• On the fly/instant provisioning, High availability platform capacity
• Leverages AWS multi AZ and automatic failover to provide 99,95%
• Amazon security compliance PCI-DSS and ISO 27001
• Local Telecom datacenter for regulation, sovereignty and hybrid deployment
Voice Experiencemonitoring
MonitoringConsole
Full replication across Availability Zones & automatic
failover
Dark Fiber
Hermesapplications
Redundant Call Control
Local Data Centers
Vocalcom NOC
Centralizedrecording
Vocalcom Web Applications
© 2017 Vocalcom p.11
Vocalcom Worldwide Cloud Coverage
ParisEMEANOC
Equinix
Virginia
Equinix
Oregon
Terrmark
San Paolo
AmericasNOC
TelecityGroup
London
LegendAmazon
Data CentersVoice Networktermination
NetworkOperation Center
NOC
Frankfurt
Macquarie Telecom IC2
• Global Availability (+15 countries)
• 24x7 operation from 2 NOCs
• 99.95% availability
• PCI DSS compliant platform
© 2017 Vocalcom p.12
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
© 2017 Vocalcom p.13
Vocalcom & Gartner
Vocalcom appears in the Contact Center Infrastructure MQ the last 5 consecutive years
Vocalcom appears in the Western Europe Contact Center As A Service MQ for the first time as visionary
“Vocalcom's Cloud Edition offering demonstrates Vocalcom's visionary and early-to-market approach for the next generation of cloud architecture.” (May,2014 & 2015)
“Vocalcom's Cloud Contact Center approach has enabled it to expand into new markets by using flexible third-party infrastructure as a service (IaaS).” (May,2016)
“Vocalcom is making strong progress in offering cloud services in Western Europe and Latin America.” (May, 2016)
“Vocalcom is a contender for organizations looking especially at Salesforce connections and for sub-250-seat contact centers.” (October, 2016)
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Gartner Iaas Magic Quadrant for contact centers 2016
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Western Europe 2016 CCaaS Gartner Magic Quadrant
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Customer quotes
« What we love about the Vocalcom solution is the simplicity of having everything inside of Salesforce and being able to manage everything from within the platform. The omni- channel routing provided by Vocalcom allows us to ‘push’ all channels to any agent that has that skill set which makes them more productive. » Jacob Murray-White, General Manager- Digital & IT
« We are very impressed with Vocalcom's system. The results are there. Higher contact, call volumes, and contact ratios. Reps work much faster than they ever could. We're able to turbocharge our sales efforts. It has more than doubled our productivity and given us better visibility into inside sales efforts. » Edouard Ibled, Sales Director
« Nothing less than PHENOMENAL 100% of the time. Great product, makes agent experience quick and simple - It's all in one place! Vocalcom has been transformative to our business as we have enhanced our service and sales operation dramatically, including a 132% percent in daily productivity, and a 20 percent reduction in average handling times. », Dave Hyman, CEO and co-founder
« …together with Vocalcom, we are setting up new standards for mobile customer service experiences»Philippe Laulanie Chairman Retail Mobile Wallet
© 2017 Vocalcom p.17
Our strategy for the future
© 2017 Vocalcom p.18
Secular trends amplify necessitate proliferation of cloud base communication solution
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Revolutionizing Customer engagement
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Leading the transformation of contact centers
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Product Lifecycle management
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Idea generation
Partner
comm
unity
feedback
Chief strategy
insights
Analy
sts
insig
hts
Custo
mer
Adv
isory
Bo
ard
Marketing research
Vocalcom expert
community feedback
© 2017 Vocalcom p.23
Product management monitoring
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Sprint mode every two weeks
2 weeks development
2 weeks testingR&D
R&DQA
© 2017 Vocalcom p.25
Conclusion
« …together with Vocalcom, we are setting up new standards for mobile customer service experiences»
Philippe LaulanieChairman Retail Mobile WalletBNP Paribas
© 2017 Vocalcom p.26
“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 3,600 customers in 47 countries, to orchestrate over 1 billion contact center interactions per year in the cloud and on premises”,
A.Dinis Chairman & Founder