integrare call center în cloud - · pdf filedirector vanzari - bucuresti ... andy...

Integrare Call Center în Cloud:CISCO și Salesforce Service Cloud

www.brinel.com©2014 BRINEL. All rights reserved

Speakeri:

Bogdan MustataDirector Vanzari - Bucuresti

Claudiu BoarNetworking Manager

Andy LengyelSalesforce Certified Consultant

www.brinel.com

About BRINEL

For 24 Years… IT solutions represent us Our experience recommends us Our clients’ trust honors us

… with every new project

Since 1991, in Cluj- Napoca

presently: the most important independent IT & C solution provider

team: 160 employees in the most important locations in the country:

Cluj, Bucureşti, Oradea and Sibiu with national coverage

Quality: ISO 9001, ISO14001, ISO 27001, ISO 20000

©2014 BRINEL. All rights reserved

www.brinel.com

About BRINEL

©2014 BRINEL. All rights reserved

www.brinel.com

BRINEL Partners

www.brinel.com

INFRASTRUCTURE Hardware & Software

Resources management applications

Any relationship management

Budget planning and consolidation

Reporting(Business Intelligence)

About BRINELHardware, software and services leading IT integrator!

Our competences:

©2014 BRINEL. All rights reserved

www.brinel.com

• IT assessment

• Solution Design

• Implementation

• Project Management

• Training

• Support

• Managed services

INFRASTRUCTURE Hardware & Software

• Identity management

• Server Management

• Database design and administration

• Email and Collaboration

Collaboration overview

What Do People Want?

www.brinel.com

People don’t want

computers.

They want to relate,

share, communicate,

enjoy, learn, discover,

analyze, and create.

Gartner

““

Simplicity Allows Innovation

www.brinel.com

WE

WANT

TO GET

STUFF

DONE

as if we were

all in the same

room

www.brinel.com

Raising the productivity of employees whose jobs can’t be

automated is the next great performance challenge — and

the stakes are high.

McKinsey & Company,

The 21st Century Organization

The Workforce Needs More Flexibility

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40%

of the workforce

will be mobile

by 2016

40%

of video users use

three or more devices

for video calling

94%

of business leaders

say cloud

collaboration enables

flexible work

environments

Collaboration Across Your Business

www.brinel.com

Mobile WorkerAccount Manager

Information WorkerFinancial Analyst

Contact CenterContact Center Agent

Deskless WorkerFactory Supervisor

ExecutiveVP of Marketing

Customers Partners Suppliers

Day in the Life of an Account Manager

www.brinel.com

08:00 a.m. Works from home office

11:30 a.m. Locates call-center expert

04:00 p.m. Attends sales meeting

Travels to

customer meeting

Receives order alert and

updates executive

Starts day at home office

accessing sales tools

and attending meetings

through Cisco WebEx®

conferencing

Works from regional

office

Day in the Life of an Account Manager

www.brinel.com

08:00 a.m. Works from home office

11:30 a.m. Locates call-center expert

04:00 p.m. Attends sales meeting

Travels to

customer meeting

Works from regional

office

Receives order alert and

updates executive

During her drive, a customer

calls to rush an order. She finds

a contact center agent, who

adds others to the call

Day in the Life of an Account Manager

www.brinel.com

08:00 a.m. Works from home office

11:30 a.m. Locates call-center expert

04:00 p.m. Attends sales meeting

Works from regional

office

Receives order alert and

updates executive

Attends sales meeting

in regional office with remote

participants using video

Travels to

customer meeting

Cisco Jabber: All-in-One Unified

Communications Application

www.brinel.com

Best-in-class unified communications

capabilities

Presence and IM

Voice, video, voice messaging

Desktop sharing, conferencing

Collaborate from any workspace

PC, Mac, tablet, smartphone

On premises and cloud

Integration with Microsoft Office

Communications-Enabled ProcessesCisco Jabber SDK

www.brinel.com

www.jabberdeveloper.com

Easily add

collaboration

functionality

to web

applications

and business

processes

VideoVoice

Web Conferencing

Voicemail

IM/Chat Presence

From the Browser to the Boardroom

www.brinel.com

Browser/

mobile

Home

Office

Work

Office

Small Group

Spaces

Larger

SpacesBoardrooms

DEMOIntegrare Call Center în Cloud:CISCO și Salesforce Service Cloud

Obiective Call Center

• Permiteți clienților să interacționeze utilizând canalul lor preferat

– Access rapid la persoana corespunzătoare pentru gestionarea nevoilor sale

– Obțin informațiile de care au nevoie rapid și ușor

– Experiență pozitivă consecventă

• Încurajați agenții să ofere o experiență deosebită

• Mediu de lucru unic pentru toate canalele

• Acces ușor la informații, în context

• Instrumente eficiente de comunicare

• Optimizarea costurilor si utilizarea resurselor

• Îmbunătățirea continuă a performanțelor

Componentele de bază

• Sisteme de rutare

• Centrale telefonice

• Gestionare agenți

• Profil client

• Management suport / SLAs

• Fluxuri automate de date

• Instrumente de Colaborare

• Istoric interacțiuni

• Baza de date cu cunoștințe

Infrastructurămulti-canal CRM

• Raportare

Cantitativa

Calitativa

• Instrumente de

comunicare

Softphone, Web Chat, Email,

Cobrowse

• Consola unitara

Accesibilitate

Informații contextuale

Arii comune

Interfața

Agent

Simplificarea arhitecturii de integrare

Sistem de rutare

Web Services API

Agent Status

Open

CTIAdaptor

CTI

Platforma

multi-canal

• Minimizarea

punctelor de

integrare

• Amprenta redusă pe

spațiul de lucru al

utilizatorului

• Soluții OOB la

îndemâna clientului

Service

Cloud

Bucher

+

Suter

Cisco Unified

Communications

Manager

CISCO și Salesforce Service Cloud

BRINELBusiness Technology Solution Center

Va multumesc!

www.brinel.com

Headquarters:BRINEL Cluj-Napocacluj@brinel.ro

Branches:BRINEL BucharestBRINEL OradeaBRINEL Sibiu

Discover more about us: www.brinel.com

©2014 BRINEL. All rights reserved