During the session you can expect to hear how to approach the deployment of Live Agent & CTI, the typical skills needed, the challenges you can expect to tackle to ensure a successful implementation. Each channel mentioned in the presentation will be complemented by a real life customer story carried out by Appirio. Co-presented with Pierre Eymard Video: http://www.youtube.com/watch?v=wHtPkiGewoU&feature=youtu.be

1. © 2014 Appirio, Inc. - Confidential
Deploying Web Chat & Voice Channel Integration
Salesforce.com UK&I Partner Webinar Series
11th April 2014
© 2014 Appirio, Inc. - Confidential

2. © 2014 Appirio, Inc. - Confidential
Welcome
● Please join our community ‘UKI
Implementation Expertise Webinars’
on http://success.salesforce.com
● Please post your questions in the
community during the webinar. We
will answer them at the end of the
session.
● We would love your feedback on
these sessions. Please provide in the
community either as a public post or
as a direct message to me.

3. © 2014 Appirio, Inc. - Confidential
Fact
42% of service agents are unable to efficiently resolve
customer issues due to disconnected systems, archaic user
interfaces, and multiple applications. --Forrester

4. © 2014 Appirio, Inc. - Confidential
Fact
26% of consumers have experienced being transferred from
agent to agent without any resolution of their problem.

5. © 2014 Appirio, Inc. - Confidential
Fact
82% of consumers have stopped doing business with a
company after experiencing poor customer service.

6. © 2014 Appirio, Inc. - Confidential
If you want this....

7. © 2014 Appirio, Inc. - Confidential
Today’s Topics
Chat Channel Voice Channel
Benefits
● Multiple Chats
● Faster responses and resolution
Benefits
● Seamless customer experience
● Leverage existing technology
investments
Benefits to Both
● Decrease agent training time and costs
● Higher customer and employee satisfaction
● Increased first contact resolution

8. © 2014 Appirio, Inc. - Confidential
Why Chat?
● Reduced case handling time, minutes vs hours/days
● Increased productivity, due to multi-tasking
● Instant satisfaction due to efficiency gain

9. © 2014 Appirio, Inc. - Confidential
Live Agent
Terminology Quick Fire

10. © 2014 Appirio, Inc. - Confidential
Live Agent Terminology - “Chat Button”
SportingBet Contact us page
2 modes

11. © 2014 Appirio, Inc. - Confidential
Live Agent Terminology: “Pre-Chat Page”

12. © 2014 Appirio, Inc. - Confidential
Live Agent Terminology: “Waiting Message” with Position #

13. © 2014 Appirio, Inc. - Confidential
Live Agent Terminology: “Chat Page”

14. © 2014 Appirio, Inc. - Confidential
Live Agent Terminology: “Service Cloud Console”
Input area with
Quick texts
Chat notifications
with hover details
sfdc records (cases, contacts)
Chat dialog

15. © 2014 Appirio, Inc. - Confidential
Live Agent Terminology: “Post-Chat Survey” (optional)

16. © 2014 Appirio, Inc. - Confidential
Live Agent Considerations for the “Complete Experience”
CUSTOMERS
● Custom pages
● Chat buttons:
locations, mobile
● Offline visibility
● Pre-chat questions,
client information
● Waiting message
● Chat layout
● Post-chat options
END USERS
● Teamwork (skills,
internal)
● Console (layouts)
● Shortcuts
● Quick Texts
● Knowledge
● Search
MANAGEMENT
● Linkage logic
● Chat vs. email/phone
flows
● CSAT / NPS
● Reports & Dashboards
(Hoopla)
● Administration - LA
Supervisor

17. © 2014 Appirio, Inc. - Confidential
Live Agent Considerations & Case Study: Out-of-box

18. © 2014 Appirio, Inc. - Confidential
Live Agent Considerations & Case Study
● Custom Visualforce Pages
● Multi Language implemented with SFDC Custom Settings
Custom Setting
PreChat page, in german and english

19. © 2014 Appirio, Inc. - Confidential
Live Agent Considerations & Case Study
PreChat
Language, website, client info
.../apex/PreChatForm?lang=english&country=UK
Parameters going from website to PreChat page then
stored in SFDC
Chat Button and code
Skill
Chat Transcript

20. © 2014 Appirio, Inc. - Confidential
Live Agent Considerations & Case Study
Agents teamwork, internal Chat
Backend Skills: Internal Chat console component
Skills
Internal PreChat page
Users
Buttons, english and german

21. © 2014 Appirio, Inc. - Confidential
Live Agent Considerations & Case Study
Console layouts, shortcuts
Internal Chat - console component

22. © 2014 Appirio, Inc. - Confidential
Live Agent Considerations & Case Study
Quick Texts
Different languages assigned by sharing rules
Automated recommendations

23. © 2014 Appirio, Inc. - Confidential
Management: data, data, data
Live Agent Considerations & Case Study
CASE
CHAT TRANSCRIPT
CONTACT/LEAD
SURVEY
ERD of a Chat
Expected result: Case linked to Transcript
and Survey
code
code
code

24. © 2014 Appirio, Inc. - Confidential
Live Agent Considerations & Case Study: Results!
Management: system data, supervisor
Session record
Live Agent
Supervisor

25. © 2014 Appirio, Inc. - Confidential
Live Agent Considerations & Case Study: Results!
Reporting: Hoopla and CSAT/NPS

26. © 2014 Appirio, Inc. - Confidential
Live Agent Implementation -- #1 Lesson Learned
Don’t assume all chats will follow the ‘happy path’:
test an out-of-box setup more than once to define
the data flows and how users will use the
functionality.
Many elements visible and invisible to consider =>
needs thorough testing!

27. © 2014 Appirio, Inc. - Confidential
Why Phone?
● Skill-based routing
● Intuitive customer service enabled by 360 View
● Self-service solutions
All made possible by....

28. © 2014 Appirio, Inc. - Confidential
Checkout the AppExchange for CTI Partner Directory
https://appexchange.salesforce.com/results?keywords=CTI

29. © 2014 Appirio, Inc. - Confidential
Computer Telephony Integration
Terminology Quick Fire
Related Appirio Blog Post:
Salesforce CTI SoftPhone: Learn the Lingo
posted June 2009 by Jonathan Griggs

30. © 2014 Appirio, Inc. - Confidential
CTI Terminology - “CTI”

31. © 2014 Appirio, Inc. - Confidential
CTI Terminology - “Interactive Voice Response (IVR)” aka
Call Plan

32. © 2014 Appirio, Inc. - Confidential
CTI Terminology - “Salesforce Call Center”

33. © 2014 Appirio, Inc. - Confidential
CTI Terminology - “Softphone”

34. © 2014 Appirio, Inc. - Confidential
CTI Terminology - “Click to Dial”

35. © 2014 Appirio, Inc. - Confidential
CTI Considerations for the “Complete Experience”
CUSTOMERS
● IVR
● Routing
● Average Hold Time
● Call Deflection
● Caller Verification
● Post-call options
END USERS
● Skillsets
● Console
● Screen Pop
● Knowledge
● Call Scripts
● Search
● Interaction Logging
● Outbound Dialing
MANAGEMENT
● Phone Systems
● CTI Partner
● Call Volumes
● Call Recordings
● Agent Statuses
● Reporting

36. © 2014 Appirio, Inc. - Confidential
Items to consider when building your Call Plan
● Agent Availability
● Expected Call Volume
● Team Skillset
● Call Routing
● Monitoring - Wall Board & Reporting
● Real-time configuration changes (volume based)

37. © 2014 Appirio, Inc. - Confidential
CTI Case Study - NHS
Challenge
Large HR Service Transformation programme
○ New contact centre team (30 agents)
○ Single Contact Number
Solution
○ Service Cloud w/New Voice Media CTI
○ Softphone for agents to identify NHS employee (based on
Assignment Number) and create new cases
○ Call Plan routes calls to respective agent by;-
■ Existing case owner
■ Agent skill base (defined in NVM console)

38. © 2014 Appirio, Inc. - Confidential
Immediate & Post Interaction - Feedback Survey
Methods:
● Workflow Email Alert with Customized Link
● Website Redirect with Customized URL

39. © 2014 Appirio, Inc. - Confidential
GetFeedback Example Integration

40. © 2014 Appirio, Inc. - Confidential
GetFeedback Example Integration

41. © 2014 Appirio, Inc. - Confidential
Interaction Logging = Clear Analytics

42. © 2014 Appirio, Inc. - Confidential
Clear Analytics = Gamification Opportunity

43. © 2014 Appirio, Inc. - Confidential
CTI Implementation -- #1 Lesson Learned
Vet your existing telephone system, select your
telephony partner and have an idea of what your call
plan will be BEFORE implementation!

44. © 2014 Appirio, Inc. - Confidential
Appirio Helps You Reimagine Your Business with the Cloud
=+
Your Business ReimaginedThe World’s Largest Cloud
Expert Community
Services Powered by Reusable
Technology and over 600k
Crowdsourced Developers
& 1,000 Appirians
7 years, 700 enterprises, 3M users moved to the cloud, 6 regional hubs

45. © 2014 Appirio, Inc. - Confidential
That what fun, now what?
What to look for....
● High Case Handle Times
● Use Cases for
Inbound/Outbound Calling
What’s in it for you....
● Executive Conversation Starter
● Opportunity to showcase
Service Cloud and it’s
capabilities
● Proven Cost Savings
Opportunity
What to do....
● Email cloud-emea@appirio.com
● View
Additional Customer Success Stories
http://go.appirio.com/service-
customers
● Contact your
Account Executive @ Appirio

46. © 2014 Appirio, Inc. - Confidential

47. © 2014 Appirio, Inc. - Confidential
Connecting To The Community
http://success.salesforce.com - ‘UKI Implementation Expertise Webinars’