vocalcom corporate présentation 2017

© 2017 Vocalcom p.1

Cloud Conversational Commerce Platform

OMNICHANNELVOICE/MOBILE

SMS/CHAT/EMAIL

MESSAGING /SOCIAL

PERSONALIZED VIDEO

Corporate Presentation


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


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


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


Multi-vertical, loyal, blue-chip customer base


Global Coverage (Vocalcom + distributors)

Operations in 16 offices supporting +3600 customers across 47 countries

Vocalcom OfficesDistributors


Combined technology, business model, CEM expertise to disrupt the industry


A long-term architecture choice since 2011


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


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


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


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)


Gartner Iaas Magic Quadrant for contact centers 2016


Western Europe 2016 CCaaS Gartner Magic Quadrant


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 omnichannel 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


Our strategy for the future


Secular trends amplify necessitate proliferation of cloud base communication solution


Revolutionizing Customer engagement


Leading the transformation of contact centers


Product Lifecycle management


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


Product management monitoring


Sprint mode every two weeks

2 weeks development

2 weeks testingR&D

R&DQA


Conclusion

« …together with Vocalcom, we are setting up new standards for mobile customer service experiences»

Philippe LaulanieChairman Retail Mobile WalletBNP Paribas


“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

vocalcom corporate présentation 2017

Technology