Presentation Transcript

1. Hermes EC3

   Name, Title
2. Complete Cloud Contact Center Web native Call Center application Centralized admin, configure all contact strategies and management tools via a single interface Rapid development codebase, turn innovation into reality FAST No client install – IE, Firefox and Chrome, (Windows, Linux, Mac OS) No telephony device needed, just a headset True multi-channelsupport Skills based, blended, email, fax, sms, chat, social ‘Real-time’ entirely customizable, extensive monitoring Unrestricted access to management information
3. Cloud Contact Center Easy, graphically designed agent apps, workspaces and IVR ‘Action Builder’ makes it easy to ‘get connected’ to existing applications 1000’s seat Contact Center IVR via a single module of ‘Interface Designer’ Entirely cloud based, fully featured, multi-channel Contact Center
4. Cloud Contact Center High Availability Cloud Globally available, resilient and secure and unique World class voice infrastructure technology and design Compliance by design for PCI and Ofcom Hybrid available using MPLS active ready
5. Core Modules and Features Administration Agent MEDIA & INCOMING OUTGOING Voice - Chat - Email - Fax - Social Media Screen Designer Supervision WORKSPACE AGENT SUPERVISION REPORTING ADMINISTRATION IVR DESIGNER SCREEN DESIGNER RECORDING The Drive IVR Designer The Wave Reporting
6. Unique Agent Workspace User friendlyagent interface ‘Familiar’ web based features Customizable workspace, media controls and context workflow, screen pop ‘apps’ Agent control of breaks, dispositions, transfers, personal callbacks and more Voice and screen recording
7. Screen Scripts or Applications Web enabled design feature Create screen scripts, (apps) and workflows Drag and drop easy to use GUI Real-time interaction data capture ‘Connect’ to multiple database sources Conditional navigation and branching ‘Connect’to CRMapplications Customized action builder
8. CentralizedAdmin Simple, web based admin Multi-site, multi-tenant, multi-channel Real-time campaign management Tiered level admin access Manage HR and skills based routing Manage ACD queues, outbound lists
9. Inbound Voice Campaigns Inbound contact key features Customize queue and welcome messages Manage queue andoverflow strategies Assign resources and service hours Associate workflow and screen scripts Define recording rules Set up pause codes and call qualification statuses and sub-statuses
10. IVR Designer Drag and drop IVR designer Feature rich interactive menus Inbound campaign, inbound messaging, automated outbound Call queuing, forwarding, outsourcing, VIP prioritization Text to speechrecognition Marker technology for reporting Multi-language Voicemailmanagement Database lookups, web services, external software Integrated testing capability Secure IVR for PCI Compliance
11. Live Proactive Web Chat Pro-active live web chat Customizable chat bar Chat on demand or proactive designer Web call back, click-to-call, co-browse, video conferencing Automatic form capture, satisfaction feature FacebookApplication Agent pre-defined answers, push media and transcript send API
12. The Drive Connect with ‘off-line’ shoppers Mobile application Barcode product lookup Connect with agents - infinite information, screen scripts Video-conferencing, click-to-call Any web application
13. OutboundDialing Advanced outbound strategies Import assistant, easy filtering of callfiles Define dialling mode and related ‘client target’ settings for preview, progressive, predictive, robot Manage call back strategies Advanced call file management, import, filtering and re-use capabilities ‘Normalised’ opening time management Define recording strategies
14. Real-Time Management Fully customizable Supervision Real-time voice and data monitoring Extended visibility multi-screen view Supervision interactive toolbar Coach, listen, take control, IM, record Real-time dashboardview Standard and customizable ‘KPI busting’ performance indicators Unified multi-media reporting
15. Performance Reporting Business Intelligence Channel and agents activity Unrestricted date and time reporting Real-time indicators Schedule and send by email Export Word, Excel, PDF Open database, extend even further
16. Integration Methods ActiveX DDE COM Objects Web Services TCP/IP Flash Objects
17. Global Cloud Contact Center Global Reach European and American data centers Local and regional redundancy London / Ireland New York Brazil active ready
18. High Availability Cloud Contact Center Key features High availability end user internet routing 100% SLA Elastic compute capacity, with fast instance replacement and predictability99.95% availability Elastic load balancing across multiple instances, combined with auto-scaling to ensure enough instances to balance End to end privacy and security AWS PCI Compliance certified Multi-AZ deployed Oracle DBSwith built-in automated fail-over.
19. High Availability Voice Keep-alivetechnology Automaticgatewayswitching Call contextsynchronization, active calls unaffectedduring a switchover Hitless software upgrades Can upgrade SBC firmwarewithoutdisturbingcurrentcalls High capacity and scalability Upto 10,000 agents supported on a single gateway Designedfor PCI Compliance Multi-pointvoiceredundancy 1+1 redundancyscheme Dual protocol, ports, blades, gateways, geographies
20. Technical Architecture Each Region
21. Compliant – PCI Secure IVR Agent requests card details from caller Touch tone digits removed 1 3 PSTN Caller enters credit card digits by keypad Agent cannot hear the touch tone digits but can hear the caller 2 4 www 6 Merchant payment Payment service provider 5
22. Compliant - Ofcom All of the tools to ensure Ofcom compliant Original and new regulations Includes all key metric management 3% abandoned rate No abandoned re-calls in less than 72 hours Calls connected to agents within specified and set time frames Interactive Voice messaging for non-marketing calls Powerful callback configuration
23. Value Proposition Productive agents anywhere, anytime, using any device Scale up or down, FAST, easily with no hardware or software costs Use what you want, when you want it On-demand flexibility Use any single channel context to complement existing solutions Cost effective agile workspace, apps, more productive agents Rapid - no IT, ‘no constraints’ to evolving fast Partner up! Predictand reducecosts No capitalinvestment, no maintenance or upgrades Reduced staff turnover and training costs
24. Value Proposition Connect to more customers, right time, right device Advanced, compliant dialer solution, truly blended Connect their way, be more efficient with agent resources Ensure agents have ‘everything’, joined-up customer excellence COMPLETE multi-channel solution Transform the customer experience Risk free leading global voice and cloud infrastructure Secure, future proof, compliant, fast Invest in the future, easy, compelling ROI
25. Complete Cloud Contact Center Respond faster and easier how your customers want you to. Reduce costs, improve revenues and customer excellence.

26. Thanks for your time

    Name Telephone Number Email Address

27. Hermes EC3

    FAQs & Discussion Points
28. FAQs & Discussion Points We’re concerned with security in a shared environment. We need our own dedicated instance. Our TCO is lower with our existing solution. We’re heavily invested in our existing technology infrastructure. Integration with a hosted application is too difficult. Hermes EC3 is missing an important feature, one which a competitor currently offers. What sort of Service Level Agreement can you offer? What happens if Hermes EC3 or the internet goes down? Can I stay on an old release? I want to upgrade on my own schedule. Can I host it myself? Do you have an on-premise option or migration path? Does Vocalcom have a data center in…? Other vendors are less expensive. I want to run a limited pilot on a month-to-month basis. I don’t want to begin payments until my users go live. Hermes EC3 has too many features, we shouldn’t have to pay for things we don’t need.
29. We’re concerned with security in a shared environment. We need our own dedicated instance. Questions What are your specific security requirements? Is your concern Security or data ownership? Response Security of customer data is the number one priority of Vocalcom. 100% of our customers enjoy a level of security that is comparatively far more secure than a premises based solution. Our system has been architected from day 1 as a multi-tenant application that can securely store multiple customers data on a shared architecture. This is the same approach that consumer banking web sites have followed for the past 10 years. We are also able to offer a dedicated private cloud, if you still feel unsure about our shared platform. Of course, this is provided at a slightly higher premium in terms of price.
30. Our TCO is lower with our existing solution. We’re heavily invested in our existing technology infrastructure. Questions: How are you calculating Total Cost of Ownership? What type of investments have you made? How much? What if you could leverage all of your existing investments for your Hermes EC3 deployment? Responses: Calculating an accurate TCO can be a major challenge. It is difficult to value opportunity cost (higher priorities for IT resources, cost of not upgrading, missing features, etc.) A few of our customers have calculated that an on demand system may be slightly more expensive than in-house over 5+ years. Regardless of which system may be cheaper, customers have found calculating ROI the best metric. Would moving IT resources from maintenance to innovation help you achieve your Business Issues (objectives) faster? Other considerations: Upgrades & IT: maintenance to innovation Proof: Sample TCO model / Customer references & stories
31. Integration with a hosted application is too difficult. Questions: What are your integration requirements? What systems are you looking to integrate to? Data loading? Batch integration? Real-time integration? What does too difficult mean? Have you had a difficult integration experience before? Response We understand your concern, successful integration is critical to the success of most of our customers Our application is built to be ‘connected’ to existing applications. One of our unique values is our product was designed from the ground up to accommodate ‘adopting’ existing customer solutions into the agent workspace. We want to encourage this, to ensure the agents have everything they need to better serve customers. We can support a dedicated cloud, we can support client side integration. Our workspace makes it easy to connect to existing systems.
32. Hermes EC3 is missing an important feature, one which a competitor currently offers. Questions How are you doing this today? How important to the overall project? How are you going to use that feature? Which problem will it help you solve? Is this your most pressing problem? How are you currently solving this? Could we integrate? Have you seen all the “applications” our customers are building? Have you had a chance to look at our extensive partner ecosystem? Responses: The Vocalcom code base is very modern, adopted to ensure rapid development of new customer requirements. We can propose a one off price as a project to add a new feature or we can decide it’s something that will benefit all of our customers and add it to a coming release.
33. What sort of Service Level Agreement can you offer? Questions Help me understand why you need an SLA?? Do you have SLAs with other vendors? Is this a competitive issue? Response After security of customer data, the availability of our service is our highest priority. We have industry-leading, extremely high levels of availability. Multi-tenancy delivers the highest levels of availability and makes SLAs largely unnecessary. If you’re down, thousands of other customers are down and thus we are highly incented to maintain high uptime rates. If you’re still not happy we can decide on a mutually agreed SLA.
34. What happens if Hermes EC3 or the internet goes down? Questions How likely is it that the internet will go down? Is this a data availability issue or a performance issue / concern? Response We understand your concerns, the availability of our solution is one of the most important issues that our customers evaluate We have industry-leading availability and uptime rates Multi-tenancy delivers the highest levels of availability – this is why Google, Ebay, Yahoo and Amazon all use this architecture. We have comprehensive backups of your data. Our servers and voice infrastructure is deployed in a very high availability and robust configuration. We duplicate from multiple regions and geographies, right down to protocols supported on a single gateway.
35. Can I stay on an old release? I want to upgrade on my own schedule. Questions Help me understand what you’re worried about with a new release? How do you maintain a consistent user experience today? Response: We understand your desire to have control over the release process. Vocalcomhas strong leadership in terms of (1) delivering on customer-requested features and (2) delivering these new features at a rapid pace You will retain control over when new features are delivered to end users. Every new feature in a release is enabled for all of our customers, but the majority are not automatically visible and requires administrative setup to be visible. Proof 2-3 releases per year
36. Can I host it myself? Do you have an on-premise option or migration path? Questions: Help me understand why you want to host this application on premise? What do you think the advantages might be with an on-premise solution? Which users do you need hosted? What do you mean by hosting? What would cost you to migrate in house to on-demand? (TCO) Response: A Vocalcomcustomer can always take their data and implement an on-premise solution Hybrid is also an available model with some telephone switch solutions There’s clearly an upfront investment, ongoing maintenance and upgrades in terms of cost if you switch to a premises solution.
37. Does Vocalcomhave a data center in…? Questions: Help me understand why you need a data center in x? Are you worried about system performance or legal compliance? Response: Thousands of Vocalcom customers are satisfied with performance Dependent on demand we can and will consider additional data centers
38. Other vendors are less expensive? Questions: What is the cost of failure? How are you calculating cost? If prices were equal, what solution would you choose? Which features do they claim are “coming soon”? How critical are these to solving your current business problems? Are you primarily concerned with cost or return on your investment? Have you had a chance to calculate an ROI? Response: We can talk about price, but I would like to focus on understanding & solving your business problems first. Our customers have historically happily paid for our solution since it gives them the highest chance for success. Proof: According to Gartner, on-demand solutions are at least 10-13% cheaper over 5 years when examining all the costs associated with an on-premise deployment References
39. I want to run a limited pilot on a month-to-month basis. Questions: What are you major risks? What do you consider the major risks for this project? Is this a financial concern or business or technological concern? Would this be for a limited roll-out or for everyone? How will the results be measured to make a long term call? Would a fully-supported free-trial (usability test) help us avoid this? What is your Success criteria? Response: The downside is that the potential lack of commitment might impact the success of the pilot and hurts us both in the long run. The downside for you is that we will be unable to extend discounts based on that lack of commitment. We will however consider this, for special cases. Proof: Find a customer who implemented a lot of users in short period of time.
40. I don’t want to begin payments until my users go live. Questions: What’s driving this? How are you deciding who gets turned on first? How do you plan on rolling this out? Response: When providing Cloud Contact Center we are contractually bound by our own partners in terms of commitment both in terms of usage and infrastructure. As such, if we don’t ask for an upfront order, we are accepting all of the risk. In terms of telephony we can bill on a usage basis however agent licenses is something that needs to be paid in advance. Proof: Find a customer who implemented a lot of users in short period of time.
41. Hermes EC3 has too many features, we shouldn’t have to pay for things we don’t need. Questions: What functionality is required for your project? Do you have a documented list of functional requirements that we could review in order to determine whether Hermes EC3 is an appropriate solution for your company What is the other customized solution that you are evaluating? Other vendor? Custom build? Response Hermes EC3 is a single application, providing access to all features and functionality by default and so we encourage customers to fully utilize the system. While you may not currently need all of our features, you can easily configure our solution to deliver the features you need. You can easily expand your use of our solution by turning on new functions as your needs grow … contrast this to a custom developed solution that may be difficult / expensive / slow to modify. Otherwise, it is possible to consider buying licenses for certain channel contexts at this point in time. Proof 3,000+ successful customers of all sizes