five9 sfdc sales presentation july 23 2014

22
Cloud Contact Center Software 03.17.2014 Five9 & Salesforce.com Chris Nelson – Five9 Sales Director [email protected] 561.653.1866 Aaron Wendel– Five9 Senior Sales Engineer

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Five9 Cloud Contact Center + Salesforce.com

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Page 1: Five9 sfdc sales presentation july 23 2014

Cloud Contact Center Software

03.17.2014

Five9 & Salesforce.com

Chris Nelson – Five9 Sales Director [email protected] 561.653.1866Aaron Wendel– Five9 Senior Sales Engineer

Page 2: Five9 sfdc sales presentation july 23 2014

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The Leader in Cloud Contact Center

12 years of cloud contact center experience

550+ employees

2,000+ customers (5 continents)

3bn+ calls per year~50% CAGR (2

008 – 2012)

Annual Revenue Five9 Confidential

Page 3: Five9 sfdc sales presentation july 23 2014

Five9 Confidential

Five9 + SFDC = Happy Partners

• SFDC Partner since 2008• ISV Partner since 2013• APPX Partner FIVE9 Chatter Page• Integrate with Sales Cloud, Service Cloud,

Work.com, Desk.com• 200+ Joint Customers (All sizes)

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Page 4: Five9 sfdc sales presentation july 23 2014

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Complete the Cloud Migration

1980• Green Screen

1990• Siebel

2000+• Salesforce.com

Cloud Contact Center

1980• Nortel

1990• Avaya

2000+• Five9

Page 5: Five9 sfdc sales presentation july 23 2014

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Large upfront investment

Long deployment cycles

Difficult & complex to integrate

Costly maintenance & upgrades

Not flexible or easily scalable

Cumbersome & expensive technology management

On-Premise

Legacy

Contact

Center

On Premise Challenges & Inefficiencies

Page 6: Five9 sfdc sales presentation july 23 2014

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Pay as you grow

No hardware

Ease of configuration, integration & management

Agents anywhere

Scale on demand

Fast deployment & automatically add new features seamlessly

The Cloud Solves Significant Issues…

Cloud

Contact

Center

Page 7: Five9 sfdc sales presentation july 23 2014

Five9 Confidential

The Simply Smart Cloud Contact CenterPowered by Five9

Service Cloud

Sales Cloud

Page 8: Five9 sfdc sales presentation july 23 2014

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• Ensuring each contact is delivered to the right resource• Guide customers through self-service when appropriate• Designed with the business in mind, configuration is easy

and fast• Features

– ACD with Skills-Based Routing – IVR with Speech Recognition – CRM Integrations– Chat & Email Integrations to Salesforce– Web & Queue Callback

Inbound

Page 9: Five9 sfdc sales presentation july 23 2014

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• Leverage outbound technology & tools to improve contact ratios

• Triple the time your agents spend talking to prospects• Ensure consistent sales call handling, generate more

qualified leads, and increase sales revenues• Features

– Automated Dialer Technologies • Predictive | Power | Progressive | Preview

– Campaign& List Management & Synchronization– CRM Integrations to Salesforce– Web Callback– Agent Scripting– Real-time DNC List Management

Outbound

Page 10: Five9 sfdc sales presentation july 23 2014

Five9 Confidential

Deliver Meaningful Value

Increase talk time

#1 budget item

Power of blending

Greater operational visibility

Improve customer satisfaction scores

Right agent at the right time

Deep integration with CRM

Better business outcomes

Productive Agents Happier Customers

Page 11: Five9 sfdc sales presentation july 23 2014

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High-Speed Internet Connection

Desktop or laptop

USB Headset

• Softphone embedded into Salesforce

• All Agent and Organizational activity captured

– Real Time Monitoring - Historical Reporting

System RequirementsAll You Need to Get Started

Page 12: Five9 sfdc sales presentation july 23 2014

Five9 Confidential

Who is Centura Health?• Headquartered in Englewood, CO• Colorado’s largest health network (20,000+

employees)• Expanded from Colorado to Kansas and Utah• Non-profit • More than 300 Active Agents• Became SFDC customer in 2014

Challenge• Established need to build virtual Call

Center from scratch• No centralized management of existing

agent activity• Multiple disparate data system

inaccurately tracking call history and activity

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The Centura Health Story

Solution

• Five9 Blended Inbound and Outbound Contact Center solution

• Initial deployment of 50 seats, trending upwards to 300 seats

• Centura agents are connected in multiple geographic locations

• Reduced silos of data so agents have complete 360 visibility of customers and prospects to effectively upsell/cross-sell

• Deep integration with SFDC interface• Support blended inbound and outbound

call center• Increased flexibility for remote agents• Five9 solution allows Centura Health to

go-to market quickly, accelerating their strategic plans

Why Five9 was Selected

Page 13: Five9 sfdc sales presentation july 23 2014

Five9 Confidential

Who is Delta Career Education?• Headquartered in Virginia Beach, VA• 16,000+ undergraduates currently enrolled• Successful “for-profit” education services• 37 Campus & Learning Centers in 12 states• Wholly owned subsidiary of Gryphon Investors • SFDC customer since 2011

Challenge• Need for better contact center solution to drive

admissions• Existing solution was outdated, proprietary• On-premise based solution was inflexible,

lacked sufficient outbound dialing capabilities• Sense of urgency to upgrade technology

13

The Delta Career Education Story

Solution Why Five9 was Selected• Five9 Blended Inbound and Outbound Cloud

Contact Center• Mature integration of Five9 solution with

Salesforce• 180 Five9 seats to start• Replace existing on-premise technology to

allow agents more flexibility with cloud solution

• Five9’s seamless integration with Salesforce interface

• Superior outbound dialing solution• Simple set-up, quicker time to market• SFDC endorsement of Five9 to customer• Sales acumen working with line of business

Page 14: Five9 sfdc sales presentation july 23 2014

Five9 Confidential

Who is K12?• Headquartered in Herndon, VA• 2,700 US Based Employees• Largest Education Management Organization

(EMO)• Multiple call centers in US• More than 1,000 Active Agents• Telesales is Primary Sales Model• Became Service Cloud Customer in 2012

Challenge• On-premise contact center solution costly to

maintain• No centralized management of contact center

solutions due to multiple locations• Former solution did not have seamless integration

with Service Cloud interface• Lack of accurate reporting on call data• Not able to effectively determine agents skill set to

enhance productivity

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Five9 + Service Cloud = K12 Success!

Solution

• Five9 Blended Inbound and Outbound Contact Center solution

• Initial deal 250 seats, opportunity to expand to 1000 seats over time

• K12 Call Centers are connected in multiple geographic locations

• Reduced silos of data so agents have complete 360 visibility of customers and prospects to effectively upsell/cross-sell

• Deep integration with Service Cloud interface

• Support blended inbound and outbound call center

• No on-premise solution, Five9 completely in the Cloud with no costly infrastructure to maintain

Why Five9 was Selected

Page 15: Five9 sfdc sales presentation july 23 2014

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“We looked not only at vendors that

integrate with Salesforce, but ones

that allowed the easiest integration—

and ones that would allow us to grow

our business.”

Joe HuffnagleDirector of Telecommunications, Medical Alert

– Emergency monitoring devices

– 24/7contact center with 350 agents

– 90,000 inbound calls monthly

– Outbound sales return calls

Medical Alert

Five9 Confidential

Page 16: Five9 sfdc sales presentation july 23 2014

Five9 Confidential

BPO/Outsourcer

Banking/FinServ/

InsuranceTechnologyHealthcareConsumer

Success Across Industries

Page 17: Five9 sfdc sales presentation july 23 2014

Five9 Confidential

Fully Integrated Call Center Controls • Availability and telephony controls are built into Salesforce Interface

Call Routing on Salesforce Data• Five9 IVR can dip Salesforce to make routing decisions (e.g. route to who last worked a case; silver,

gold, platinum customer)

Automatic Screen-Pop on Call Arrival• Inbound & Outbound• Screen pop Lead, Contact, Account, or custom data

Automatic Call Logging• Five9 logs call details (CDR) as Salesforce Task, even a link to the recording

Click to Call• Five9 enables users to click on phone numbers in Salesforce to place an outbound call (logs it too!)

Customer Click to Call• Web form can go directly to Salesforce –> to Five9, automatically called back upon agent availability

Salesforce Campaign to Five9 Dialer for Automated Outbound• Lists, projects or campaigns in Salesforce are synched with the Five9 dialer for automated dialing

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Salesforce OOB Integration

Page 18: Five9 sfdc sales presentation july 23 2014

Screen pop including softphone call controls• Ability to define Caller matching – phone

numbers, IVR data, etcClick to dial telephone number fields

Page 19: Five9 sfdc sales presentation july 23 2014

Ability to record call dispositions, and trigger additional Five9 workflows or list updates.

Page 20: Five9 sfdc sales presentation july 23 2014

Copy interaction information to records

Page 21: Five9 sfdc sales presentation july 23 2014

Complete interaction history available in records

Page 22: Five9 sfdc sales presentation july 23 2014

Single source for reporting complete interaction history