Odigo for salesforce com

1Copyright © Prosodie Capgemini 2013. All Rights Reserved
Presentation Title | Date
OdigoforceOdigo for Salesforce.com
Cloud voice solution for contact centers

Odigo is a cloud-based voice
solution that redefines how
accessible you are to your
customers and your ability to
be responsive.
Salesforce allows you to
manage your customers with
a unified solution, providing
all the channels except the
voice.
Salesforce.com customers
have a fulll cloud service,
from the digital to voice
channels.
Cloud
Voice
solution
Cloud
CRM
& digital
channels
100%
cloud
customer
service
1 Executive summary 2 Our solution 3 Our customers 4 Who we are
BRINGING THE VOICE TO SALESFORCE.COM
Odigo for
Salesforce.com
Odigo

3 THINGS YOU NEED TO KNOW
Odigo retires
your PBX
Odigo completely removes the
need for you to manage or
maintain onsite PBX hardware.
So there is no need to be
concerned about where
employees are based or what
device they are using to
communicate with your
customers. The Odigo platform
is built in a highly available,
load balanced, instantly
scalable environment that has
no dependency on a physical
location or datacentre.
All you need is a web access
and a phone (landline, mobile
or softphone).
Odigo goes
beyond the
call center
50% of the 2 billion calls we
manage per year are not
happening in a call center.
Branches, shops, remote
experts, sales representatives,…
We are all contact center
agents when it comes to
dealing with a customer.
Odigo is not a Contact Center
Solution, we are a Customer
Center Solution.
Telco is hard,
we are telco
For most of our customers,
telco is a problematic area. It’s
a complex world. We are both
a software company, creating
new communications
experiences, and a telco
operator. Odigo is bridging the
gap between the traditional
communications and software
worlds and eliminating the
past complexity and expense.
Odigo provides a unique end
to end service, from telco to
software.
1 2 3

”As unsexy and
low-tech as it may
sound, our belief is
that the telephone
is one of the best
branding devices
out there.”
Tony Hsieh
Zappos Founder

Susan
The customer
I want to get connected
to the right person right
away, without waiting.
And I hate having to
repeat myself. I also
need help when I am
connected on your
websites or mobile app.
Betty
The agent
I want to know who is
calling, and what for before
I pick up the phone. I also
need call management
features: call transfer,
recording, post call
qualification.
I also want to be useful, so
just give me high added
value calls.
Paul
The call center manager
I need to have real-time
supervision metrics, to
have a global vision of the
quality of the service. And
I need to be able to get in
the action on targeted
calls.
Daniel
The salesman
I have phone
conversation with my
customers everyday.
Every important
communication I have
with my customers is on
the phone: winning a
deal or managing a
crisis.
DIFFERENT EXPECTATIONS

Susan dials a local number
or vocal portal. She can also
make a smart call via a
mobile app or website.
Odigo understands what she
wants, and who she is. In
some cases she will be sent
to a voice self service
Susan is having a conversation
with the right agent, who knows
who she is and what she wants.
Susan can rate her
experience after the call.
Betty will know before receiving the call
the choice Susan made in the IVR, the
number she called, and her waiting time.
She will have a screen pop in
Salesforce.com
Betty can take notes, record, or
transfer the call., She can
schedule a call back and send
an SMS.
Call tracking and agent
notes are logged into
Salesforce.com
Paul knows the traffic and
queues on the various sites,
skills and entities of his
virtual contact center.
Paul has real-time supervision
dashboards. He can take action,
by listening or recording a
conversation.
Paul gets statistical
reports. He can do some
quality monitoring or
workforce management.
If Daniel is unavailable
(meeting, holidays) he
declares via a simple touch in
Slaesforce1..
Daniel can record the call, transfer
it or have a conference call with a
colleague. He can also make an
outbound call via a touch to call.
Call tracking and notes
are logged into
Salesforce.com
Before
a conversation
During
a conversation
After
a conversation
DIFFERENT EXPERIENCES
The customer
The agent
The call center
manager
The salesman

THE CUSTOMER EXPERIENCE
S Susan uses a mobile application
With Smart Call, Susan can
reach your company in a new
easy way, by using your
company’s application or
mobile website.
In a few seconds she browses
though the visual IVR in the
app. Once she has made her
choice from the menu, her
waiting time is displayed. With
a simple touch she can
register herself in the queue,
without actually calling.
Then she is free to leave the
application. And when her
turn comes, she is notified by
Odigo.
For Susan, it means no more
time wasted, and waiting time
is free of charge.
The Smart Call experience
can be embedded in an
existing app on Android or
iOS.
Click here to
watch the video
With Smart Call, make your app
conversational

If the call center is
closed, Susan will
see it right away.
Waiting time is free
of charge!
Bye Bye
Give us your feedback!
Send
Susan can easily give
some feedback
I love this Smart Call
experience!

Susan is a runner, she wants to
buy a new heart rate
monitoring watch. It’s an
expensive product, and it can
be somtimes complex to be
sure it’s the right choice. She
needs to be reassured she is
making the right choixe.
She uses the one touch live
support. No need to explain
why she is calling, we know
she has questions on that
product. Live support has
asked for an agent with the
right skill to assist Susan. The
agent knows even much more
about Susan as she is in our
Salesforce.com database.
With the one touch live
support, no need to ask your
customer why they are calling.
The webpage they are calling
from is enought.
With the one touch live support, we
know why Susan is calling without
asking.

Let your customers know if you
are open and available before
they make the call.
Susan wants to call her bank, and
is looking for the contact details
on the website.
Before making the call, she sees
the waiting time? She can ask for a
web call back.

When calling the traditional
way, Susan will be welcomed
by a “human like “ IVR. She
will express herself using her
own words with extra
phrases like ‘Um, I guess’ or
‘Yeah, I’d like.
Odigo’s natural language
technology understands
complex sentences, multi-
string words, abbreviations,
slang, misspellings,
fragments, and all things that
make up a real human
conversation. You can
consistently deliver a great
customer service experience
while improving your self-
service system’s containment
rate.
Odigo encourages natural,
human-like conversations –
the conversations that create
more satisfying interactions
with your customers.
S Susan calls a natural speaking IVR
Let your customers use their own words to
better understand what they want
You can’t see her, but she
can hear you.
Hello, how can
I help you?

SSO
When signing in
Salesforce.com,
Betty is signed in
automattically into
Odigoforce
Freesitting
Betty can choose to
receive a call on her
mobile, a lndline
phone or a
softphone
Alerted
that a call is
coming in
Pop up of
customer
contact info
Call management
Betty can record a call,
transfer that call, put it on
hold or have a conference call.
She can also take notes during
the call
Click to call
Fix an
appointement
Fix a call back and
send confirmation
via SMS
My Activity
Betty checks her
personal
dashboard
Take a break
Update
of record in
Salesforce.com
During a callBefore a call After a call
automatic
THE AGENT EXPERIENCE
Betty manages calls from Salesforce.com

SSO: log once
Every morning Betty logs into Salesforce.com to get all the info she needs
to deal with customers. She is also automatically logged to Odigo (SSO).
Free seating: log the phone number of your choice
Betty can use different phones to connect with Odigo: a traditional
landline phone, her mobile or a softphone integrated in her computer.
The only thing Odigo needs is a phone number.
Context of the call before the conversation
All the information on the context of the call is transferred to Betty before
she picks up: the phone number dialed by the caller, the choice he made
in the IVR and his phone number.
The actual waiting time (vs announced) is also pushed to Betty. Of course,
there is a Salesforce.com screen pop.

Transfer, record and have a conference call
Betty can manage her calls right from the Service Cloud: pick up, click to
dial, record, transfer, put on hold and have a conference call.
Take notes during the call
Betty can take notes during the conversation, these notes will be logged
into Salesforce.com as soon s as the call is hanged up. Different status to
the call can be defined (ex…).
Send a message
At anytime she can send an SMS to her customer and use preformatted
templates, to confirm a meeting for example
Preview before call back
When making an automatic call back, the agent can preview the call back
to accept or refuse the call

Change your skills in real time
If the call center manager gave her the right to, Betty can change her skill
to in real time. This can be usefull when the waiting time for a specific
skill is too long for example
Call log into Salesforce.com
Of course, the customer’s historical contacts is automatically updated
(when the customers called, how long it lasted, as well as post call
qualification).
My activity
A caller can see metrics about his personal activity, and about what’s
happening in the call center as a whole.

Paul needs to have real-time supervision metrics, to
have a global vision of the quality of the service.
Configuring and checking dashboards
He can configure in Salesforce.com the supervision
dashboard he wants by choosing his KPIs. These real-
time metrics will be available on his laptop and the
Salesforce1 mobile application. So Paul always knows
what’s happening, even when not at his desk
Listening or recording a call from
Salesforce1
At anytime, from his PC or mobile, Paul can privately
listen to a conversation or decide to record a call for
training purposes.
THE CALL CENTER MANAGER EXPERIENCE
Paul supervises in real-time from Salesforce.com

Skills-based routing
Finds the best skilled and available agent for
your customer, with a skill proficiency
reflecting the agent’s level of knowledge.
Multi-site routing
Treat all your agents as a single pool of
available resources based on skills, and deliver
the interaction to the best available resource
across any location.
Non-call centre or external
routing
Route and monitor incoming calls to non-call
centre staff for extra capacity. You don’t need
to manage the local call centre platform, you
manage the queue in the cloud and offer
overflows’ capacity in case of none response.
Service objective routing
Intelligently analyzes your service levels to
make real-time decisions on the most efficient
routing path, balancing service levels across
predefined queues. In times when you are
understaffed, service objective routing will try
to find the best possible outcome.
Last Agent routing
Assigns interactions to the agent who last
handled the customer interaction, even across
multiple channels..
Schedule-based routing
Guarantee the volume of calls to your
outsourcers or pools of agents per certain
hours or days of a week
THE CALL CENTER MANAGER EXPERIENCE
Paul defines call-flow and routing

Put calls in your 360 view of the customer to
make more business.
Everytime Daniel has a call with a customer, it is handeled by Odigo
and automatically tracked into Salesforce.com. Daniel and his
manager can get a 360 view of their business.
Daniel or his manager can also record a call, for monitoring and
training purposes, to make sure employees are on-point and up-
to-date, and to improve their productivity. No information is lost
and calls can be listened to again to retrieve important facts.
If Daniel is not avaialble to take calls, he notifies it in Salesforce1,
and his customers will be routed to his assistant, a colleague or his
voicemail.
CRM interaction time can be significantly reduced with features
such as click-to-dial and wrap up notes to progress the sales cycle,
all from within Salesforce. Daniel can therefore spend less time
on admin and more time selling.
On call
SMS
THE SALESMAN EXPERIENCE
Daniel improves his voice communication

Daniel updates his status
declaring himself as available or
not for incoming calls.
Business messages are
logged into
Salesforce.com, and
displayed as conversations
Daniel has a buiness
voicemail, safer than a
personal voicemail. His
messages are stored in the
cloud, and can be shared on
Chatter.
Daniel makes a call wrap-
up and can schedule a call
back or other activity
Status
Schedule a callback
Schedule an activity
Post on Chatter
Steve Bugger needs a
discount on our latest
proposal by friday.
Notes
THE SALESMAN EXPERIENCE
Daniel improves his voice communication

ODIGO FORCE.COM FEATURES
Betty
The agent
Paul
The manager
Daniel
The salesman
Call management
SSO X X X
Screen pop (on PC/Mac) X X X
Free seating X - -
Transfer a call X X Salesforce1
Conference call X X X
Schedule a call back X X -
Click to call X X X
Enriching the 360 view
Call log into SFDC X X X
Call notes X X X
Real-time statistics for the contact center - Salesforce1 -
Real-time statistics for the agent X - -
Record a call X Salesforce1 Salesforce1
Messaging (SMS) X X X
All these features
have been
redevelopped in
force.com and are
fully compatible with
the various
Salesforce.com
services (Sales &,
Service cloud).

Call Center Management
Skills-based routing - X -
Multi-site routing - X -
Non-call centre or external routing - X -
Service objective routing - X -
Last Agent routing - X -
Schedule-based routing - X -
Statistics - X -
IVR builder - X -
Optimizing the voice experience (optional modules)
Speech recognition & natural language - X -
Speech analytics - X -
Quality monitoring - X -
Betty
The agent
Paul
The manager
Daniel
The salesman
These features are
provided by the
Odigo suit. All the Call
Center management
features are core
features. The
omptimization
features are optional
modules.
OTHER ODIGO FEATURES

ODIGO TECHNICAL OVERVIEW
Odigo Cloud Platform
Telco gateways
SIP / TDM / IP
Security
PCI DSS
Database Processing
platform
Odigo functionnalities
Connect Welcome Engage Optimize
Virtualization
Multi-tenancy
Phone numbers
Messaging
Short codes
Carrier connectivity
IVR
Smart Call
Speech recognition
Call recording
ACD
Queue management
Presence management
Skill based routing
CTI
Statistics
Quality monitoring
Speech analytics
Workforce managment
Preferred agent routing
Inbound / Outbound / Blended

170 CUSTOMERS ACROSS ALL INDUSTRIES
With 4 major sectors
Financial
services
Industry
& utilities
Retail Public sector

PAGES JAUNES Who is Pages Jaunes?
Pages Jaunes, the french Yellow Pages, is part
of the Solocal Group which ranks #1 on local
communication in France, with revenues of
€1.07 billion in 2012. It employs 4,900
people in France, Spain, Luxembourg and
Austria, including 2,300 sales advisers to
support its 677,000 local and national
advertising customers.
Pages Jaunes offers to local professionals the
possibility to communicate on its annuary,
print and digital (videos, website, click to call).
The challenge
Pages Jaunes is going trough a global
transformation, from a product centered
company selling paper annuaries to a
customer company selling digital services.
A major transformation driver is its customer
serivice. Pages Jaunes has more than 650,000
advertsing customers that can contact the
customer service for questions regarding
their business contracts with Pages Jaunes.
The group needs to give more autonomy to
its local presence, and develop its customer
intimacy. The virtualization of the contact
center, with more than 300 internal
employees on 30 differents locations, is an
important step in that process.
Pages Jaunes also wanted to reinforce its
local touch by keeping its local phone
numbers, instead of providing a national
phone number.
Pages Jaunes needed a solution that would
be:
• Easy to deploy
• integrated with the service console
• Scalable
• With a rich functional scope
Prosodie was competing against Orange
Business Sevices (OBS).
Why we won
Odigo was chosen for 4 reasons:
• Its open CTI connector
• A timetomarket solution
• The SLAs
• It’s scalability
« How do you give
a local touch to
your customer
service on 30
different locations
with a centralized
customer service
solution? »

My Advisor, an application that generates
conversations that make a difference
Odigo helps customers from the Credit Agricole
reach their bank through a mobile application, My
Advisor.
With a simple touch the customer can call his
personal advisor without knowing his phone number.
He can also send him a message without knowing
his email.
He can also program an appointment through a
connected agenda.
The application was developed by Backelite,
Prosodie’s mobile agency,
BANK CREDIT AGRICOLE

A COMPLETE RANGE
OF IT SERVICES
Back office digital transformation
Large scale projects
Front-office service provider
Odigo
Payment transactions
Hosting
Mobile agency
Web & mobile UX

Click here to
watch the video
FRONT OFFICE SERVICE
PROVIDER
Prosodie is both a cloud software company and a
telco operator. We manage multichannel customer
services, payment, telephony over ip, ebusiness
platforms, online payment and prepaid solutions.
Prosodie is ISO 9001-2000 and ISO 20000.
Our multichannel payment platform is also PCI-DSS
certified.
A few figures:
- 1 000 employees
- 2 billion calls per year
- 300 million SMS per year
- 100 000 Odigo agents
- Up to 5 000 payment transaction per second
- 500 connected IT systems
- 8 datacenters (France, Italy & Spain)

COMMUNITY
Our business telephony solution

Check our videos

www.prosodie.com
www.capgemini.com
About Capgemini
With more than 120,000 people in 40 countries, Capgemini is one
of the world's foremost providers of consulting, technology and
outsourcing services. The Group reported 2011 global revenues
of EUR 9.7 billion.
Together with its clients, Capgemini creates and delivers
business and technology solutions that fit their needs and drive
the results they want. A deeply multicultural organization,
Capgemini has developed its own way of working, the
Collaborative Business ExperienceTM, and draws on Rightshore ®,
its worldwide delivery model.
The information contained in this presentation is proprietary.
© 2013 Prosodie Capgemini. All rights reserved. Rightshore® is a trademark belonging to Capgemini.

Odigo for salesforce com

Recomendados

Recomendados

Más contenido relacionado

Más de Prosodie Capgemini

Más de Prosodie Capgemini (7)

Último

Último (20)

Odigo for salesforce com