2. Commercially in Confidence
• UK Consumers that are irritated, furious
or annoyed with Customer Service
2003 - 15%,
2006 - 17%
2010 - 27%
• Those rating phone service as poor or
very poor has almost trebled in that time
8% - 23%
Is the Voice Channel Delivering
3. Commercially in Confidence
What is CTI?
Originally an
‘Enterprise’ only
solution
CTI Adaptor ContactWorld
for Salesforce
(Open CTI)
CAPEX
On-premise
Expensive
No flexibility
Long time to value
On-premise
Install onto every work station
Basic functionality
Not native to SFDC
Heavy programming and
integration project
OPEX
Cloud 2 cloud integration
Intelligent call routing
Native to Salesforce – reporting
True multi-tenant service
Flexible and scalable to manage changes as required
Full resilience
4. Commercially in Confidence
CTI is now available for every
business
• Click-to-dial – efficient outbound calling
• Inbound screen-pop of recognised callers details
• Automated call logging – complete visibility of every customer
interaction – stats are fundamental, FCR, AHT, answered in
• All calls recorded – coaching, training, monitoring, legislative
• Case based routing
• Dynamic call routing
• Real-time visibility of performance and team availability
through wallboards
• Post call surveys – linking customer feedback into Salesforce
5. Commercially in Confidence
Why would you consider CTI?
• You don’t have to be a contact centre!
• In reality, it is a team of people that use the phone
6. Commercially in Confidence
What is important in CTI
1. Reliability – trust
1. AppExchange
2. Multi-tenant – true cloud, who owns the code?
‘The only CCaaS
provider to publish live
service availability and
performance data to
its customers and
prospects’
7. Commercially in Confidence
ContactWorld for Salesforce Technology Overview
Customer
Call
Caller Data
delivered via
Salesforce UI
Call delivered
to agents DDI
number
Cloud Integration delivering:
Data-Driven Routing
Click to Dial
Inbound Screen Pop
Integrated Stats + reports
Stats and
Reports
Call
Recording
Call
Queuing +
Distribution
Real-Time
Global View of
Contact Centre
Updates +
Upgrade
Interactive
Voice
Response
8. Commercially in Confidence
• Company
– ContactWorld platform launched
2006
– Customer retention rate 97%
since launch
• Company Structure
– Global sales team
– UK marketing, service delivery
and development teams
– Trust Site - Performance,
availability, security are in our
operational DNA
• Customer base
– 200+ customers
– 300 Call centres in 28 countries
– 8,000+ Agents
NewVoiceMedia Overview
10. Commercially in Confidence
Lead to Customer Process
New
Nurture
Qualifie
d
Opportunity Won
Lost
Telemarketin
g
The Calling List:
“Next Call Back”
11. Commercially in Confidence
“Next Call Back”
• Custom “Date Field” on leads and contacts.
• Marketo triggers updates based on lead creation and
program responses.
• Calls prioritised on Lead Score
• Manually updated after call by Telemarketing team:
– Custom buttons to update to 1/7/30/90 days.
– Directly editing the field for a specific call back date.
16. Commercially in Confidence
About SHL
– Behavioural and Ability Assessment Tools
– 150 Agents, HQ in Thames Ditton
– Presence in 50 Countries
– FT Top 100 Growing Companies in 2011
What we helped them do
– Consolidate from 20 into 4 contact centres (UK, US, South Africa and Sweden)
– Virtualised into a 24/5 follow the sun operation
– Language Based Routing
– Prioritise callers returning to the queue
– Schedule Outbound Calls based on Activity Levels
The Results
– SLA went from 80/20 to 90/20
– Calls Abandoned reduced from 5% to 1.3%
– Net Promoter Scores increased from 30 to 50
– Upsell Increased by 100%
– First Call Resolution increased from 70 – 95%
– Screen Popping reduced AHT by 30 Seconds
– Best Small – Mid Award at European Contact Centre and Customer Service Awards 2012
A Success Story
