cti in the cloud: the new world of cloud-based telephony
DESCRIPTION
Even in our increasingly social world, the telephone is still the largest channel for customer service. Join us to learn how Open CTI allows you to create interactive, customizable, web-based telephony integrations that are 100% cloud-based.TRANSCRIPT
CTI in the Cloud
The New World of Cloud-based Telephony
Gautam Vasudev, salesforce.com, Product Manager
@Gautam_Vasudev
http://www.linkedin.com/in/gautamvasudev
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Agenda
• A Little History
• Open CTI
• CTI Capabilities
• Customer Speakers
• Lumesse
A little history…
• First release of product – 2006
• No suitable web based solution
to “push” html into the browser
• We couldn’t update the agent’s
Sofphone!
• COM based architecture
selected
• A lot has changed in the last 2
years
• Cross Domain
Communication
•
The salesforce.com Softphone
The salesforce.com Softphone (Standard App)
How can we make this simpler?
The Challenge
Customer inquiry over voice Agent receives call and
call information
CTI Server.
Provides call
information , IVR,
routing etc
salesforce.com CTI
A new look at salesforce.com CTI…
Open CTI
Customer inquiry over voice
Agent receives call and
call information
CTI Server.
Provides call
information , IVR,
routing etc
CTI API
Firefox - http://www.mozilla.org/en-US/firefox/fx/ Intenet Explore http://www.microsoft.com/windows/ie/default.htm Chrome - https://www.google.com/intl/en/chrome/browser/ Safari - http://www.apple.com/safari/
Open CTI High Level Architecture
Telephony System
Browser
salesforce.com
Partner Agent Desktop
CTI API
Salesforce.com
CTI
API
Web
Based
Soft-
Phone
Key Capabilities
Screen pop any object
Click-to-dial
Call logging
Easy Call Center and Softphone setup
Multiple Call Centers
Apex data dips
What Open CTI Brings To The Table
Cloud Based Cross Domain API Embed 3rd Party softphones
in Salesforce
Single Codebase (for Partners)
Simpler Support Model
Browser Independent Platform Independent
What Open CTI Brings To The Table
Cloud Based Faster Innovation
Multi - Channel API
Deep Console Integration
Who are Lumesse ?
• Deliver integrated Talent Management Solutions
as a service (SaaS), on-premise or hosted
• Private, independent software vendor
• 2011 turnover €76.3m - $94.3m
• >2000 Customers across 70 countries
• Lumesse offices and partners in more than 40
countries
• 670+ employees
• Helping millions of people:
– 1,500,000 users
– 43,000,000 candidates
Lumesse Customer Support
CN
US
UK
PL
Additional remote staff globally providing local language support
Follow-the-sun Support Centres around the globe
April 2011 :
Huge backlog of Cases (>6 weeks); 60% Cases resolved within SLA
Disjointed / silo’d Support Organisation
Customer telephone calls being ‘lost’ / not tracked
Low levels of Customer Satisfaction
Sept 2012 :
Backlog Queue of Cases handled within SLA
Global, follow-the-sun, Support Organisation
Customer telephone calls seamlessly directed to agents with correct language / product
skills, integrated with Salesforce
Greatly improved levels of Customer Satisfaction
Challenges
Customer Satisfaction
Strategic Focus Area on Executive Agenda, lead by Lumesse CEO,
Matthew Parker
Customer Support – Key Focus Area
Implemented Global Support Management team, with common processes
globally and shared product queues in Salesforce
Implemented Salesforce dashboards to directly measure workload and
performance
Introduced new telephony / call handling (NewVoiceMedia), which
integrates with Salesforce
So how did we do it ?
Telephony Requirements
• Minimal Capital investment (we’re a SaaS company !)
• Local telephone no.s in all countries where we do business
• Ability to handle multiple products, multi-lingual
• Different call plans for weekends, holidays
• Integration with Salesforce
• Call recording / statistics
• Dynamic Case routing
• DR capabilities / remote working
ContactWorld for Salesforce Technology Overview
Customer
Call
Caller Data
delivered via
Salesforce UI
Call delivered to
agents DDI
number
Stats and
Reports
Call
Recording Call Queuing
+ Distribution
Real-Time Global
View of Contact
Centre
Updates +
Upgrade
Interactive
Voice
Response
Cloud Integration delivering:
Data-Driven Routing
Click to Dial
Inbound Screen Pop
Integrated Stats + reports
Demo ……
• Phone : 512 600 9325
• Case : 186350
Implementation experience
• Install / upgrade ~1 hour by
standard Salesforce Administrator
• Call plan design
• 2 days consultancy, no problems
at go-live
• Telco no.s
• Availability and performance:
www.newvoicemedia/trust
Next Steps
• Future enhancement to
attach call record to Cases
rather than contact
• Post call survey integrated
with Salesforce and
NewVoiceMedia
• Inside Sales team now
adopting NewVoiceMedia
• Few thousand potential users
• Click2dial
• Automatic logging of call activity
• Centralized Call Reporting
“Open CTI enabled us to build
a browser and OS independent
CTI solution”
- Harry Nachnani
Manager, Contact Center Engineering
Case Study: Click2Dial
Google enables Click2Dial for internal sales team
Demo
Screenshots
Outbound Calls – Sales Cloud
Old user experience – Pain points
•Manual dialing, cumbersome, error prone
•No call activity logging
•No call stats
Hybrid User Environment
OS: Mac OS, Windows, Linux, Chrome OS Corp Voice: Avaya phones, AES, ACD
Browser: Chrome, Firefox, IE, Safari CRM apps: Salesforce.com, In-house CRM apps
New user experience – Business requirements
•Click on hyperlinked phone number
•Auto activity logging (New task or update task)
•Centralized reports
Why build a Google Softphone?
• Market avail solutions were Win/IE dependent
• Easy to customize and extend
• Reuse CTI Middleware for other CRM apps
Benefits
• Browser & OS independent
• No need to install any CTI adapters
• Increased contact rates, Auto call tracking
High Level Architecture
Google Click2Dial
(CTI Middleware)
Browser
Salesforce.com
Google environment
Agent Desktop
Open CTI API
Salesforce.com
Open CTI
API
Softphone
(Visualforce
Page)
Avaya
AES / CM
JavaScript
APIs
JTAPI
Internet
Google Network
Implementation
• Small Dev team
• <12 weeks from concept to pilot
Roadmap
• Full Softphone features - Answer, Hold, Disconnect, Transfer calls
• Agent state control – Login, Logout, Ready, AUX
• Screen pop for Inbound calls
• Sales Cloud - Search Caller’s phone number & pop contact or lead’s record
• Service Cloud - Search IVR collected account number & pop a new or existing case
• Call recording – Start & Stop recording on demand and save URL in the call activity
Continuously improve Customer and Agent experience
Open CTI Gallery
Interactive Intelligence
Interactive Intelligence
Directory Lookup, search for users in the
company directory and get their status
information
Interactive Intelligence
User Voicemail
Interactive Intelligence
Dial Pad
Interactive Intelligence
Call History
Interactive Intelligence
Advanced Status Information
Interactive Intelligence
Conference
New Voice Media
New Voice Media
Appexchange -
http://appexchange.salesforce.com/listingDetail?listingId=a0N300000025yAGEAY
New Voice Media
Appexchange -
http://appexchange.salesforce.com/listingDetail?listingId=a0N300000025yAGEAY
New Voice Media
Appexchange -
http://appexchange.salesforce.com/listingDetail?listingId=a0N300000025yAGEAY
M5
M5 – Outbound, Hold, Multiple Lines
M5 – Contacts, Call Transfer
M5 – Call Logging, Wrapup, Recent Calls
M5 – SMS
Bucher + Suter
Appexchange -
http://appexchange.salesforce.com/listingDetail?listingId=a0N300000059NTvEAM
Bucher + Suter
Appexchange -
http://appexchange.salesforce.com/listingDetail?listingId=a0N300000059NTvEAM
Bucher + Suter
Appexchange -
http://appexchange.salesforce.com/listingDetail?listingId=a0N300000059NTvEAM
Bucher + Suter
Appexchange -
http://appexchange.salesforce.com/listingDetail?listingId=a0N300000059NTvEAM
InGenius
InGenius
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LiveOps
LiveOps
LiveOps
Visit the
Live Call Center
To Learn More…
You can learn more about Open CTI here – Open CTI: Moving CTI Integrations to the
Cloud : http://blogs.salesforce.com/company/2012/08/open-cti-moving-cti-integrations-to-
the-cloud.html.
"An Introduction to Open CTI" video -
To find “Introduction to Open CTI” simply go to Help & Training | Take Training and enter
"Introduction to Open CTI" in the course search box.
Open CTI Wiki Page –
http://wiki.developerforce.com/page/Open_CTI
Gautam Vasudev
Product Manager,
@Gautam_Vasudev
Speaker Name
Head of Global Customer
Support
Speaker Name
Manager, Contact Center
Engineering, Google
A big thanks to the Agent Experience Team!
