VIRTUAL CONTACT CENTER in the Salesforce Cloud
Hermes Cloud
www.vocalcom.com
Name, Title
Version 1.2 by Simon Harrison
June 17th 2013
Hermes Cloud
www.vocalcom.com
 Leading Cloud Call Center Solution within Salesforce
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Nearly 18 years Call Center
Get it now
Hermes Cloud CRM or existing org
Package to screen pop in 20 mins
Nearly 2,000 complimentary appexchange partners
 All phones supported
– Free numbers
 home, mobile, extension
www.vocalcom.com
– SIP
 embedded browser or external
The AppExchange
 One click “Get it Now”
www.vocalcom.com
www.vocalcom.com
– Existing org, sandbox or trialforce org
– 30 day trial for free
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Hermes Cloud
 No CTI client software
www.vocalcom.com
– Salesforce OpenCTI adapter
– True Cloud Call Center technology
– Futureproof CTI solution
 Same platform as Salesforce
– Sales Cloud, Service Cloud, Hermes Cloud
– Salesforce native code – Apex 4GL
www.vocalcom.com
 Entirely Salesforce UI and Dashboard
 Native Call Center in the Sales and Service Cloud
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Call Control
 Sales and Service Cloud
console CTI toolbar
www.vocalcom.com
– Login, logout, pause, extend
pause, auto-ready access control
– Agent status check, ‘click-to-call’
recent contacts list
– Blind, conference transfers
– Campaign and Contact ‘Pop’
– ‘Quick create’ contact and lead
features
www.vocalcom.com
– Manual, preview dial calls
– Call qualification
 Click-to-call
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Real-Time Agent Management
www.vocalcom.com
www.vocalcom.com
 Supervisor key features
– Create agent groups,
agents, define skills
groups and individual
skills
– Use the power of the
Supervisor Module - View
live status of calls,
campaigns, agents
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Create Campaigns
www.vocalcom.com
www.vocalcom.com
 Inbound Campaigns setup features
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Manage queues, embedded IVR Message Handling
Calling number display settings
Associate call status groups
Set up overflow management
Define skills based routing
 Outbound Campaigns setup features
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Inbound
BLENDED
CALLS
Calling lists, Salesforce contacts, leads, bulk import
Preview, Progressive, Predictive dialing modes
Personal and group call backs
Dialing Management (complex : average between 2 calls,
call attempts, % of retention, maximum ring number)
– Associate Open Hours and Holidays
– Review call file information
Outbound
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Admin and Control
 Simple administration
features
www.vocalcom.com
www.vocalcom.com
– Manage hours, holidays,
exceptional days
– Define inbound and
outbound campaign
statuses and sub status
 Intuitive Reporting
– Per call reporting in
Salesforce
– Qualifications visible
– Associates call log to the
right contact in case of
multiple contacts
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Call Flow Scripting
 Visual Workflow scripter
www.vocalcom.com
www.vocalcom.com
– Step agents through
collecting and updating data
through flow work screens
– Associate flows to custom
buttons, tabs, links or access
via a direct URL
– Workflow agent interactions
– Utilise Salesforce data and
write-back changes
– Create new records and set up
activities through flow events
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Social Enterprise
 Chatter
www.vocalcom.com
www.vocalcom.com
– Easily share content,
ideas, requests with
colleagues
– Find and ‘follow’ content
and Salesforce ’objects’
 Accounts, opportunities,
cases, sales, operational
dashboards and more.
“The right information, applications,
expertise and content to you,
wherever you are”
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Content Management
 Upload and share content
www.vocalcom.com
– Create content libraries
– Build content packages,
multiple files
– Preview content in the cloud
– Tag files for filtering, add
sharing privileges
– share content outside the
organisation
www.vocalcom.com
– Subscribe or follow content
– Powerful search capabilities
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CRM Features
 Additional Hermes Cloud CRM features
www.vocalcom.com
– Define views with field customization
– Real-time worflows and approval engine
– Real-time analytics
– Salesforce chatterbox
Visual Process Manager
www.vocalcom.com
– Identity multiple app single sign-on
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Cloud Contact Center
 High Availability Cloud
www.vocalcom.com
www.vocalcom.com
– Globally available, resilient and
secure and unique
– World class voice infrastructure
technology and design
– Compliance by design for PCI and
Ofcom
active
ready
– Hybrid available using MPLS
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Success Stories
 McDonalds
www.vocalcom.com
 Syndic+ Property Management Specialists
 Finaxim HR Outsourcers
 SG Bank / Lyxor Investment Banking
www.vocalcom.com
 ESC2 Outsource Contact Center
 Multiposting HR Outsourcing
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Call Center in Salesforce
www.vocalcom.com
www.vocalcom.com
 Cloud based productive agents anywhere, at anytime on
any device
– Secure, future proof, compliant and fast cloud infrastructure
– Easy, rapid native Call Center appexchange install
– Scale up easily with no hardware or software costs
 Call more customers, increase sales and productivity
– Powerful CRM agent interaction scripting
– Work-flow no IT, ‘no constraints’ Call Center solution
– Full Sales Cloud and market defining outbound dialing
 Manage real-time, and via Salesforce dashboard reporting
– Ensure optimum agent performance
– Measure for continuous improvements to customer excellence
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Call Center in Salesforce
www.vocalcom.com
www.vocalcom.com
 Route customers to the the most effective and
knowledgeable agent first time, every time
– Leverage collaborative enterprise and content management to
provide ‘joined-up’ customer excellence
– Scale up easily with no hardware or software costs
 Predict subscription cost for full Call Center and CRM
– Realise training and operational cost efficiencies
– No maintenance or upgrade costs
 Invest in the future, compelling ROI
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VIRTUAL CONTACT CENTER in the Salesforce Cloud
Thanks for your time
www.vocalcom.com
Name
Contact Number
Email address
Version 1.2 by Simon Harrison
June 17th 2013
VIRTUAL CONTACT CENTER in the Salesforce Cloud
Vocalcom Hermes Cloud
www.vocalcom.com
FAQs & Discussion Points
Version 1.2 by Simon Harrison
June 17th 2013
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.
www.vocalcom.com
 Integration with a hosted application is too difficult.
 Salesforce is missing an important feature, one which a competitor currently offers.
 What sort of Service Level Agreement can you offer?
 What happens if salesforce.com 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 salesforce have a data center in…?
 Other vendors are less expensive.
www.vocalcom.com
 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.
 Salesforce has too many features, we shouldn’t have to pay for things we don’t
need.
 We've barely got our sales people to use basic CRM, Chatter will distract them. We
don’t want them using Facebook in the workplace.
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 has been the #1 priority of salesforce.com from day 1. 100% of our
customers enjoy a level of security that historically only a few companies could afford to build.
– 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 maintain the highest security standards at three levels
 Application Security: Every row of data in every table is tagged with a unique identifier for each customer. Every query
of our system is filtered on this field. This ensures that customers only see there data.
 Facilities security: Highest security facilities, 5 hand scans to get to our cages, man-traps
 Network security: Secure OC-48 connection between data centers. 3rd party certifications, White-hat hackers
www.vocalcom.com
 Proof
– SAS70 Type II certified, SysTrust certified
– Zero intrusions / security failures in our 8 year history
– Deep customer security audits: Merrill Lynch, Cisco, Symantec, Citibank, Deutsche Bank,
including the Top 3 Firewall providers
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 SFDC deployment?
www.vocalcom.com
 Responses:
– Most customers find that we are more cost effective when they calculate a comprehensive
TCO. Would it make sense for me to put you in touch with some of these customers or share
some TCO calculations/models?
– Calculating an accurate TCO can also 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 my 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
Integration with a hosted application is too difficult.
 Questions:
– What are your integration requirements? What systems are you looking to integrate too? 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 CRM customers
– More than half of the traffic in our service is integration transactions vs. page views and we
now do more than 1 Billion integration transactions per month
www.vocalcom.com
 Proof
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Native connectors for SAP R/3 and Oracle 11i
32 certified integration middleware partners
300+ pre-built integrations to external web services on AppExchange
Custom-build with our API and developer toolkits
Native connectors to desktop applications
Salesforce 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?
 **Last Resort Concession with FULL disclaimer – Product Roadmap
www.vocalcom.com
 Responses:
– AppExchange / Apex Code / Visual Force / Siteforce
– Product Roadmap / Idea Exchange
 Proof:
– 3 Releases a Yr
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. This is why we do not offer SLA’s.
www.vocalcom.com
 Proof
– Trust.salesforce.com
– Most customers without an SLA
What happens if salesforce.com 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?
www.vocalcom.com
 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 not only have comprehensive backups of your data but we have a complete full-scale
backup data center that is dedicated to disaster recovery.
– All backups are done over our secure network. No tapes on the highways.
– We have the ability to restore data in the event of accidental deletion
– We have many mechanisms to allow customers to store and refresh local backups of their data
 Proof
– Trust.salesforce.com
Can I stay on an old release? I want to upgrade on my
own schedule.
 Questions
– Help me understand what your 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. This is a requirement of
all of our customers.
– Salesforce has 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.
www.vocalcom.com
 Proof
– 3-4 releases per year
– IdeaExchange
Can I host it myself? Do you have an on-premise
option or migration path?
 Questions:
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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 salesforce.com customer can always take their data from SFDC and implement an onpremise solution
– Hybrid is not viable/referenceable model
– It’s actually easier to integrate SFDC to on-premise solutions
www.vocalcom.com
 Proof:
– Large Customers: Japan Post, Cisco, Starbucks
Does salesforce have 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:
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Thousands of customers outside the US are satisfied with performance
EU’s Data Protection Directive & Safe Harbor
Data processor vs. data controller
Customer references
 Proof:
www.vocalcom.com
– Tyco Latin America
– First Caribbean Bank
We can get MSCRM for FREE, we can get SOD/ORCL
for $17/month…AND, they will have all the features
of SFDC within 6 months
 Questions:
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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:
www.vocalcom.com
– We can talk about price later, but I would like to focus on understanding & solving your
business problems first.
– Our customers have historically paid a premium 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
I want to run a limited pilot on a month-to-month
basis.
 Questions:
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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:
www.vocalcom.com
– 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 I will be unable to extend you the discounts and other terms that
I hoped for here.
 Proof:
– Find a customer who implemented a lot of users in short period of time like Qualcomm
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:
– It’s standard that we spend most of our implementation time creating the right user profiles,
experience, and data. Doing this helps us do one initial roll-out project vs. two (more cost
effective)
– By setting up these users in advance, we can test everything to ensure that you don’t have any
setbacks in your first month of deployment
www.vocalcom.com
 Concession Option:
Well there really is no way to start your deployment without licenses in
place, so I would be willing to give you a free month on the back end of your contract if you
extend to 2 years – this means paying for 24 months, but getting 25.
 Proof:
– Find a customer who implemented a lot of users in short period of time like Qualcomm
Salesforce 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 salesforce is an appropriate solution for your company
– What is the other customized solution that you are evaluating? Other vendor? Custom build?
 Response
www.vocalcom.com
– We have a broad range of offerings priced at different levels for our customers diverse set of
functional requirements.
– While you may not currently need all of our features, you can easily configure our solution to
deliver the features you need to your end users.
– 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
 Proof
– 82,400+ successful customers of all sizes
We've barely got our sales people to use basic CRM,
Chatter will distract them. We don’t want them using
Facebook in the workplace.
 Questions:
– What is prompting your concerns with using Chatter?
– How is social media being leveraged in your company today?
 Response:
– Chatter increases the value of the CRM functionality for sales people.
– In a third party survey of existing customers who have turned on Chatter, sales people
reported: 19% faster finding information, 10% increase in productivity, 13% reduction in email, and a 4% increase in sales!
 Proof:
www.vocalcom.com
– Dell using Chatter company-wide 100,000 users