intro to cti mark dunn new voicemedia
TRANSCRIPT
![Page 1: Intro to cti mark dunn new voicemedia](https://reader033.vdocument.in/reader033/viewer/2022060108/554cef94b4c905ae138b4a83/html5/thumbnails/1.jpg)
Cloudforce in a box
18th April
Mark Dunn
![Page 2: Intro to cti mark dunn new voicemedia](https://reader033.vdocument.in/reader033/viewer/2022060108/554cef94b4c905ae138b4a83/html5/thumbnails/2.jpg)
Commercially in Confidence
• UK Consumers that are irritated, furious
or annoyed with Customer Service
2003 - 15%,
2006 - 17%
2010 - 27%
• Those rating phone service as poor or
very poor has almost trebled in that time
8% - 23%
Is the Voice Channel Delivering
![Page 3: Intro to cti mark dunn new voicemedia](https://reader033.vdocument.in/reader033/viewer/2022060108/554cef94b4c905ae138b4a83/html5/thumbnails/3.jpg)
Commercially in Confidence
What is CTI?
Originally an ‘Enterprise’ only
solution
CTI Adaptor ContactWorld for Salesforce
(Open CTI)
CAPEX
On-premise
Expensive
No flexibility
Long time to value
On-premise
Install onto every work station
Basic functionality
Not native to SFDC
Heavy programming and
integration project
OPEX
Cloud 2 cloud integration
Intelligent call routing
Native to Salesforce – reporting
True multi-tenant service
Flexible and scalable to manage changes as required
Full resilience
![Page 4: Intro to cti mark dunn new voicemedia](https://reader033.vdocument.in/reader033/viewer/2022060108/554cef94b4c905ae138b4a83/html5/thumbnails/4.jpg)
Commercially in Confidence
CTI is now available for every
business • Click-to-dial – efficient outbound calling
• Inbound screen-pop of recognised callers details
• Automated call logging – complete visibility of every customer
interaction – stats are fundamental, FCR, AHT, answered in
• All calls recorded – coaching, training, monitoring, legislative
• Case based routing
• Dynamic call routing
• Real-time visibility of performance and team availability
through wallboards
• Post call surveys – linking customer feedback into Salesforce
![Page 5: Intro to cti mark dunn new voicemedia](https://reader033.vdocument.in/reader033/viewer/2022060108/554cef94b4c905ae138b4a83/html5/thumbnails/5.jpg)
Commercially in Confidence
Why would you consider CTI?
• You don’t have to be a contact centre!
• In reality, it is a team of people that use the phone
![Page 6: Intro to cti mark dunn new voicemedia](https://reader033.vdocument.in/reader033/viewer/2022060108/554cef94b4c905ae138b4a83/html5/thumbnails/6.jpg)
Commercially in Confidence
What is important in CTI
1. Reliability – trust
1. AppExchange
2. Multi-tenant – true cloud, who owns the code?
‘The only CCaaS provider to publish live service availability and performance data to its customers and prospects’
![Page 7: Intro to cti mark dunn new voicemedia](https://reader033.vdocument.in/reader033/viewer/2022060108/554cef94b4c905ae138b4a83/html5/thumbnails/7.jpg)
Commercially in Confidence
ContactWorld for Salesforce Technology Overview
Customer Call
Caller Data delivered via Salesforce UI
Call delivered to agents DDI
number
Cloud Integration delivering: Data-Driven Routing
Click to Dial Inbound Screen Pop
Integrated Stats + reports
Stats and Reports
Call Recording
Call Queuing +
Distribution
Real-Time Global View of Contact Centre
Updates + Upgrade
Interactive Voice
Response
![Page 8: Intro to cti mark dunn new voicemedia](https://reader033.vdocument.in/reader033/viewer/2022060108/554cef94b4c905ae138b4a83/html5/thumbnails/8.jpg)
Commercially in Confidence
• Company
– ContactWorld platform launched
2006
– Customer retention rate 97%
since launch
• Company Structure
– Global sales team
– UK marketing, service delivery
and development teams
– Trust Site - Performance,
availability, security are in our
operational DNA
• Customer base
– 200+ customers
– 300 Call centres in 28 countries
– 8,000+ Agents
NewVoiceMedia Overview
![Page 9: Intro to cti mark dunn new voicemedia](https://reader033.vdocument.in/reader033/viewer/2022060108/554cef94b4c905ae138b4a83/html5/thumbnails/9.jpg)
Commercially in Confidence
CTI screen-pop and data directed routing
![Page 10: Intro to cti mark dunn new voicemedia](https://reader033.vdocument.in/reader033/viewer/2022060108/554cef94b4c905ae138b4a83/html5/thumbnails/10.jpg)
Commercially in Confidence
Lead to Customer Process
New
Nurture
Qualifie
d
Opportunity
Won
Lost
Telemarketin
g
The Calling List: “Next Call Back”
![Page 11: Intro to cti mark dunn new voicemedia](https://reader033.vdocument.in/reader033/viewer/2022060108/554cef94b4c905ae138b4a83/html5/thumbnails/11.jpg)
Commercially in Confidence
“Next Call Back”
• Custom “Date Field” on leads and contacts.
• Marketo triggers updates based on lead creation and program responses.
• Calls prioritised on Lead Score
• Manually updated after call by Telemarketing team:
– Custom buttons to update to 1/7/30/90 days.
– Directly editing the field for a specific call back date.
![Page 12: Intro to cti mark dunn new voicemedia](https://reader033.vdocument.in/reader033/viewer/2022060108/554cef94b4c905ae138b4a83/html5/thumbnails/12.jpg)
Commercially in Confidence
The Calling List
![Page 13: Intro to cti mark dunn new voicemedia](https://reader033.vdocument.in/reader033/viewer/2022060108/554cef94b4c905ae138b4a83/html5/thumbnails/13.jpg)
Commercially in Confidence
Updating the Calling List
![Page 14: Intro to cti mark dunn new voicemedia](https://reader033.vdocument.in/reader033/viewer/2022060108/554cef94b4c905ae138b4a83/html5/thumbnails/14.jpg)
Commercially in Confidence
Reporting & Dashboards
![Page 15: Intro to cti mark dunn new voicemedia](https://reader033.vdocument.in/reader033/viewer/2022060108/554cef94b4c905ae138b4a83/html5/thumbnails/15.jpg)
Commercially in Confidence
Reporting & Dashboards
![Page 16: Intro to cti mark dunn new voicemedia](https://reader033.vdocument.in/reader033/viewer/2022060108/554cef94b4c905ae138b4a83/html5/thumbnails/16.jpg)
Commercially in Confidence
About SHL
– Behavioural and Ability Assessment Tools
– 150 Agents, HQ in Thames Ditton
– Presence in 50 Countries
– FT Top 100 Growing Companies in 2011
What we helped them do
– Consolidate from 20 into 4 contact centres (UK, US, South Africa and Sweden)
– Virtualised into a 24/5 follow the sun operation
– Language Based Routing
– Prioritise callers returning to the queue
– Schedule Outbound Calls based on Activity Levels
The Results
– SLA went from 80/20 to 90/20
– Calls Abandoned reduced from 5% to 1.3%
– Net Promoter Scores increased from 30 to 50
– Upsell Increased by 100%
– First Call Resolution increased from 70 – 95%
– Screen Popping reduced AHT by 30 Seconds
– Best Small – Mid Award at European Contact Centre and Customer Service Awards 2012
A Success Story
![Page 17: Intro to cti mark dunn new voicemedia](https://reader033.vdocument.in/reader033/viewer/2022060108/554cef94b4c905ae138b4a83/html5/thumbnails/17.jpg)
Commercially in Confidence
Thank you
Mark Dunn
Head of Corporate Sales
m
![Page 18: Intro to cti mark dunn new voicemedia](https://reader033.vdocument.in/reader033/viewer/2022060108/554cef94b4c905ae138b4a83/html5/thumbnails/18.jpg)
Commercially in Confidence
Q & A
![Page 19: Intro to cti mark dunn new voicemedia](https://reader033.vdocument.in/reader033/viewer/2022060108/554cef94b4c905ae138b4a83/html5/thumbnails/19.jpg)
Commercially in Confidence