Odigoforce demodeck

Demo by Slides
Prosodie Capgemini
& Salesforce.com

Betty
The agent
Betty has an intense and
challenging mission: dealing daily
with the ever demanding
customers. She is under pressure
to meet her daily KPI. And manage
more calls in less time. She needs a
tool that helps her enchant the
customer, by simplifyng her access
to the right information, and
gaining time in her daily routines.
Paul
The call center
manager
Daniel
The boss

1. SSO
2. Manages her status
3. Picks up a call
4. Transfers a call
5. Records a call
6. Puts on hold
7. Schedules a call back
8. Logs the call
9. Sends an SMS
10. Makes an outbound call
11. Checks her daily stats
12. Changes her status
The agentThe agent
Betty enters her SFDC login and
password, and is automatically
identified into Odigo (SSO). She
doesn’t need to login into 2
different solutions.

1. SSO
3. Picks up a call
4. Transfers a call
5. Records a call
6. Puts on hold
8. Logs the call
9. Sends an SMS
The agentThe agent
Betty is now connected to the
service cloud console mode.
(Odigoforce also works in the
sales mode).
Until she has connected to Odigo, she won’t be seen as
available to take a call. For this reason, the phone pad
features are deactivated.
This is the
Odigoforce
phone pad.
1
2
3

1. SSO
3. Picks up a call
4. Transfers a call
5. Records a call
6. Puts on hold
8. Logs the call
9. Sends an SMS
The agentThe agent
Betty needs to connect
to Odigo, letting the
Odigo Control Center
know she is available
to take a call.
1
The solution is cloud, so Betty can enter the
phone number where she is reachable today.
She can use any type of phone, a softphone,
a mobile phone or a landline phone. This
means she can connect from a home office. If
she is in a contact center, she can sit at any
desktop in the center, without having to
unregister the phone at her previous location.
This feature is also interesting for disaster
recovery situations.
2
The agent can also choose a set of skills (skill
model or template). The calls she will receive
will be related to the skills she has selected.
This choice will often depend on the time of
the day, some skills being more demanded in
the morning vs the afternoon.
The selected set of skills appears here, and
can be updated if necessary.
4
3

1. SSO
3. Picks up a call
4. Transfers a call
5. Records a call
6. Puts on hold
8. Logs the call
9. Sends an SMS
The agentThe agent
Betty can control her availability by
selecting the right status. There are
up to 20 different types of agent
status that can be added to the list.
The time spent on the different
status is tracked by Odigo, and
added to the SFDC analytics
dashboards.

1. SSO
3. Picks up a call
4. Transfers a call
5. Records a call
6. Puts on hold
8. Logs the call
9. Sends an SMS
The agentThe agent
His status is also displayed on the bottom of the page
Betty’s status is also
displayed on the bottom of
the page, when the phone
pad is hidden.

1. SSO
3. Picks up a call
4. Transfers a call
5. Records a call
6. Puts on hold
8. Logs the call
9. Sends an SMS
The agentThe agent As soon as Betty is selected as the best available
agent, a pop-up of the contact of the customer is
pushed. So the agent knows who is calling before
picking up the call.
Odigo can route the call to the caller’s preferred
agent, or to the agent the caller spoke to during his
last call. The call can also be routed according to an
information based in SFDC.

1. SSO
3. Picks up a call
4. Transfers a call
5. Records a call
6. Puts on hold
8. Logs the call
9. Sends an SMS
The agentThe agent
Odigoforce can push
other SFDC objects. A
new case for example,
if the caller is calling
for an after-sales issue.
If the caller is a
new customer,
SFDC will open a
new customer
file.
Or an opportunity if the call is
related to a potential sale.
Odigoforce just needs
information to identify that
object (a phone number
usually, or a reference
entered in the IVR).

1. SSO
3. Picks up a call
4. Transfers a call
5. Records a call
6. Puts on hold
8. Logs the call
9. Sends an SMS
The agentThe agent
:
Betty can also follow the steps taken by Odigo to
connect them with the customers: from “Available”, to
“Selected” , to “Inbound call” and finally
“Communication”.
… the selection made in the IVR menu by the customer
He can also see the actual waiting time of the customer,
so if the customer has been waiting a long time he knows
it and he can react accordingly.
As soon as he is in communication, further options are
available.
Betty can see the number that was dialed…
…as well as the customer's phone number.
If the customer enters a file reference it will appear here.

1. SSO
3. Picks up a call
4. Transfers a call
5. Records a call
6. Puts on hold
8. Logs the call
9. Sends an SMS
The agentThe agent
Betty can transfer the call
to any number, select
from a directory, or find
an agent or group of
agent based on their
particular skill.
Supervised (Warm): the first agent stays connected, so
it’s a 3-way conference with the 2nd agent and the
caller.
Half-supervised (Cold): the first agent connects with
the second agent, then hangs up. The lead is connected
with the new Agent.
Blind: the first agent is disconnected ; he doesn’t know
if the call has been successfully transferred.
1
2

1. SSO
3. Picks up a call
4. Transfers a call
5. Records a call
6. Puts on hold
8. Logs the call
9. Sends an SMS
The agentThe agent
Betty can record the call if he is
having a touchy conversation. The
recording can also be
automatic/systematic (for training
purposes).
12

1. SSO
3. Picks up a call
4. Transfers a call
5. Records a call
6. Puts on hold
8. Logs the call
9. Sends an SMS
The agentThe agent
The agent can resume the call if he needs his
customer to wait while he interacts with a third
party. The call is put on hold, and the customer
listens to a music while the agent investigates.
He can take the call back at anytime.
12

1. SSO
3. Picks up a call
4. Transfers a call
5. Records a call
6. Puts on hold
8. Logs the call
9. Sends an SMS
The agentThe agent
If Betty needs more than just a few
minutes to get the information
requested by the customer, she
can schedule a call-back with the
customer.
2
She can arrange a call-back with either
herself, a specific agent or a skill.
3
1

1. SSO
3. Picks up a call
4. Transfers a call
5. Records a call
6. Puts on hold
8. Logs the call
9. Sends an SMS
The agentThe agent
The call log will be automatically attached to the latest
contact or lead file visited by the agent (name), as well
as the latest case (related to).
During the call the agent can also use a call log system right
on the banner to keep track of the interaction with the
customer which should make the wrap up even quicker.
1
Here the agent can take notes while the customer
is talking, add reminders or follow up tasks, or
even pre-complete the output of the call.
2
3

1. SSO
3. Picks up a call
4. Transfers a call
5. Records a call
6. Puts on hold
8. Logs the call
9. Sends an SMS
The agentThe agent
After hanging up the call, it’s wrap-up time. The duration of
this post call status is configurable. Betty can verify the info
and update it if necessary. Odigo pushes all call details
records to SFDC. So other agents and supervisors can
retrieve that information form SFDC when they need it.
How long did the call last? How long was the waiting time?
What choice did the customer make in the IVR?

1. SSO
3. Picks up a call
4. Transfers a call
5. Records a call
6. Puts on hold
8. Logs the call
9. Sends an SMS
The agentThe agent
The call creates a Task
The call type is inbound or
outbound.
The call duration includes
the waiting time.
The IVR number and the choice
that was made in the IVR.

1. SSO
3. Picks up a call
4. Transfers a call
5. Records a call
6. Puts on hold
8. Logs the call
9. Sends an SMS
The agentThe agent
At anytime Betty can send an
SMS to the customer and use
preformatted templates, to
confirm a meeting for example.
This will be logged into SFDC.
12
Let me confirm that our meeting is
scheduled for next week, on the
19th of June’

1. SSO
3. Picks up a call
4. Transfers a call
5. Records a call
6. Puts on hold
8. Logs the call
9. Sends an SMS
The agentThe agent
The SMS will be
logged into SFDC.

1. SSO
3. Picks up a call
4. Transfers a call
5. Records a call
6. Puts on hold
8. Logs the call
9. Sends an SMS
The agentThe agent 123
Betty can make an outbound
call by using the company’s
internal phone book.
Betty can also call any phone
number by filling the field.

1. SSO
3. Picks up a call
4. Transfers a call
5. Records a call
6. Puts on hold
8. Logs the call
9. Sends an SMS
The agentThe agent
Betty can click to dial
on any phone number
in SFDC to make an
outbound call

1. SSO
3. Picks up a call
4. Transfers a call
5. Records a call
6. Puts on hold
8. Logs the call
9. Sends an SMS
The agentThe agent
As with on inbound call, the outbound
call is logged into SFDC.

1. SSO
3. Picks up a call
4. Transfers a call
5. Records a call
6. Puts on hold
8. Logs the call
9. Sends an SMS
The agentThe agent
Change your skills in real time
If the call center manager gave her the right to, Betty can
change her skill to in real time. This can be usefull when the
waiting time for a specific skill is too long for example.
1
2

1. SSO
3. Picks up a call
4. Transfers a call
5. Records a call
6. Puts on hold
8. Logs the call
9. Sends an SMS
The agentThe agent
A caller can see metrics about his
personal activity, and about what’s
happening in the call center as a whole.
1
2

1. SSO
3. Picks up a call
4. Transfers a call
5. Records a call
6. Puts on hold
8. Logs the call
9. Sends an SMS
The agentThe agent
1
2

Betty
The agent
Paul
The call center
manager
As a Call Center manager,
Paul needs to monitor the
call center’s activity in real
time. He needs KPIs on the
web and his SFDC1 mobile
app. He also needs to take
action to listen or record
to a conversation.
Daniel
The boss

1. Real time supervision
2. Personalize your view
3. Record a call
4. Listen to a call
5. Change an agent’s status
6. All in your pocket
The supervisorThe supervisor
Over 50 Odigo metrics are already available
in SFDC. Odigo has 300 metrics overall, that
can be added into SFDC.
By selecting Supervision, Paul can access to real time
supervision metrics from his SFDC account. With
Odigoforce ‘s SSO, one login/password fits all.

3. Record a call
4. Listen to a call
The supervisorThe supervisor Monitoring Board
customizable with over 100 supervision metrics
Paul can personalize his
monitoring board by
choosing the metrics
he wishes to monitor.

3. Record a call
4. Listen to a call
The supervisor
A view with
just a few
metrics
A view full
of metrics

3. Record a call
4. Listen to a call
The supervisor
The same metrics apply to 2
objects: the agent or the gate
(or queue). Paul can switch
from one another.

3. Record a call
4. Listen to a call
The supervisor
Select an agent on
which you would like to
trigger some actions.

3. Record a call
4. Listen to a call
The supervisor
You can record
an agent’s
conversations.

3. Record a call
4. Listen to a call
The supervisor
You can listen to a
conversation.

3. Record a call
4. Listen to a call
The supervisor
Change the status of
an agent if you have a
traffic pic, or if he
forgot to put himself
unavailable.

3. Record a call
4. Listen to a call
The supervisor
All the
monitoring
board is right
there in SFDC1.

3. Record a call
4. Listen to a call
The supervisor
Paul can supervise or take some actions right there from his mobile.

Betty
The agent
Paul
The call center
manager
Daniel
The boss
Daniel needs to have some
analytical view on the
experience provided by his call
center. He needs to cross call
center metrics with business
metrics provided by SFDC. For
example, are my top
customers satisfied with their
call experience?

1. Preconfigured reports
2. Personnalize your report
The boss
Daniel can check some
reports on the call center’s
activity by choosing
Dashboards in the
dropdown menu.

The boss
4 preconfigured
reports are
provided by
Odigoforce.

The boss
Personalized reports
can be made with
Odigoforce’s metrics.

The boss
All the statistics
are right there
in SFDC1.

Odigoforce demodeck

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Odigoforce demodeck