1. Cloud Contact Center Software
03.17.2014
Five9 & Salesforce.com
Chris Nelson – Five9 Sales Director chris.nelson@five9.com 561.653.1866
Aaron Wendel– Five9 Senior Sales Engineer
2. 2
The Leader in Cloud Contact Center
12 years of cloud contact center experience
550+ employees
2,000+customers (5 continents)
3bn+ calls per year
Annual Revenue Five9 Confidential
4. 4
Complete the Cloud Migration
1980
• Green Screen
1990
• Siebel
2000+
• Salesforce.com
Cloud Contact Center
1980
• Nortel
1990
• Avaya
2000+
• Five9
5. 5
Large upfront investment
Long deployment cycles
Difficult & complex to integrate
Costly maintenance & upgrades
Not flexible or easily scalable
Cumbersome & expensive technology
management
On-Premise
Legacy
Contact
Center
On Premise Challenges & Inefficiencies
6. 6
Pay as you grow
No hardware
Ease of configuration, integration &
management
Agents anywhere
Scale on demand
Fast deployment & automatically add
new features seamlessly
The Cloud Solves Significant Issues…
Cloud
Contact
Center
8. 8
• Ensuring each contact is delivered to the right resource
• Guide customers through self-service when appropriate
• Designed with the business in mind, configuration is easy
and fast
• Features
– ACD with Skills-Based Routing
– IVR with Speech Recognition
– CRM Integrations
– Chat & Email Integrations to Salesforce
– Web & Queue Callback
Inbound
9. 9
• Leverage outbound technology & tools to improve contact
ratios
• Triple the time your agents spend talking to prospects
• Ensure consistent sales call handling, generate more
qualified leads, and increase sales revenues
• Features
– Automated Dialer Technologies
• Predictive | Power | Progressive | Preview
– Campaign& List Management & Synchronization
– CRM Integrations to Salesforce
– Web Callback
– Agent Scripting
– Real-time DNC List Management
Outbound
10. Five9 Confidential
Deliver Meaningful Value
Increase talk time
#1 budget item
Power of blending
Greater operational visibility
Improve customer
satisfaction scores
Right agent at the right
time
Deep integration with
CRM
Better business outcomes
Productive Agents Happier Customers
11. 11
High-Speed Internet Connection
Desktop or laptop
USB Headset
• Softphone embedded into Salesforce
• All Agent and Organizational activity captured
– Real Time Monitoring - Historical Reporting
System Requirements
All You Need to Get Started
12. Five9 Confidential
Who is Centura Health?
• Headquartered in Englewood, CO
• Colorado’s largest health network (20,000+
employees)
• Expanded from Colorado to Kansas and Utah
• Non-profit
• More than 300 Active Agents
• Became SFDC customer in 2014
Challenge
• Established need to build virtual Call
Center from scratch
• No centralized management of existing
agent activity
• Multiple disparate data system
inaccurately tracking call history and
activity
12
The Centura Health Story
Solution
• Five9 Blended Inbound and Outbound Contact
Center solution
• Initial deployment of 50 seats, trending
upwards to 300 seats
• Centura agents are connected in multiple
geographic locations
• Reduced silos of data so agents have complete
360 visibility of customers and prospects to
effectively upsell/cross-sell
• Deep integration with SFDC interface
• Support blended inbound and outbound
call center
• Increased flexibility for remote agents
• Five9 solution allows Centura Health to
go-to market quickly, accelerating their
strategic plans
Why Five9 was Selected
13. Five9 Confidential
Who is Delta Career Education?
• Headquartered in Virginia Beach, VA
• 16,000+ undergraduates currently enrolled
• Successful “for-profit” education services
• 37 Campus & Learning Centers in 12 states
• Wholly owned subsidiary of Gryphon Investors
• SFDC customer since 2011
Challenge
• Need for better contact center solution to drive
admissions
• Existing solution was outdated, proprietary
• On-premise based solution was inflexible,
lacked sufficient outbound dialing capabilities
• Sense of urgency to upgrade technology
13
The Delta Career Education Story
Solution Why Five9 was Selected
• Five9 Blended Inbound and Outbound Cloud
Contact Center
• Mature integration of Five9 solution with
Salesforce
• 180 Five9 seats to start
• Replace existing on-premise technology to
allow agents more flexibility with cloud
solution
• Five9’s seamless integration with Salesforce
interface
• Superior outbound dialing solution
• Simple set-up, quicker time to market
• SFDC endorsement of Five9 to customer
• Sales acumen working with line of business
14. Five9 Confidential
Who is K12?
• Headquartered in Herndon, VA
• 2,700 US Based Employees
• Largest Education Management Organization
(EMO)
• Multiple call centers in US
• More than 1,000 Active Agents
• Telesales is Primary Sales Model
• Became Service Cloud Customer in 2012
Challenge
• On-premise contact center solution costly to
maintain
• No centralized management of contact center
solutions due to multiple locations
• Former solution did not have seamless integration
with Service Cloud interface
• Lack of accurate reporting on call data
• Not able to effectively determine agents skill set to
enhance productivity
14
Five9 + Service Cloud = K12 Success!
Solution
• Five9 Blended Inbound and Outbound Contact
Center solution
• Initial deal 250 seats, opportunity to expand to
1000 seats over time
• K12 Call Centers are connected in multiple
geographic locations
• Reduced silos of data so agents have complete
360 visibility of customers and prospects to
effectively upsell/cross-sell
• Deep integration with Service Cloud
interface
• Support blended inbound and outbound
call center
• No on-premise solution, Five9 completely
in the Cloud with no costly infrastructure
to maintain
Why Five9 was Selected
15. 15
“We looked not only at vendors that
integrate with Salesforce, but ones
that allowed the easiest integration—
and ones that would allow us to grow
our business.”
Joe Huffnagle
Director of Telecommunications, Medical
Alert
– Emergency monitoring devices
– 24/7contact center with 350 agents
– 90,000 inbound calls monthly
– Outbound sales return calls
Medical Alert
Five9 Confidential
17. Five9 Confidential
Fully Integrated Call Center Controls
• Availability and telephony controls are built into Salesforce Interface
Call Routing on Salesforce Data
• Five9 IVR can dip Salesforce to make routing decisions (e.g. route to who last worked a case; silver,
gold, platinum customer)
Automatic Screen-Pop on Call Arrival
• Inbound & Outbound
• Screen pop Lead, Contact, Account, or custom data
Automatic Call Logging
• Five9 logs call details (CDR) as Salesforce Task, even a link to the recording
Click to Call
• Five9 enables users to click on phone numbers in Salesforce to place an outbound call (logs it too!)
Customer Click to Call
• Web form can go directly to Salesforce –> to Five9, automatically called back upon agent availability
Salesforce Campaign to Five9 Dialer for Automated Outbound
• Lists, projects or campaigns in Salesforce are synched with the Five9 dialer for automated dialing
17
Salesforce OOB Integration
18. Screen pop including softphone call controls
• Ability to define Caller matching – phone
numbers, IVR data, etc
Click to dial telephone number fields
19. Ability to record call dispositions, and trigger
additional Five9 workflows or list updates.
Five9 Connect: Better Engagement, Faster Response, Empowered Agents
With the summer release we now offer all of these channels natively. We’ve taken what we believe is a very different, transformative approach, to multichannel apps, unlike anything else in the CCC market today; Our new multichannel apps are powered by a unique technology layer we call Five9 Connect. These are the advanced technologies we loved from scc-
It
includes an advanced Natural Language Processing (NLP) engine to filter & categorize interactions, eliminate spam & determine sentiment.
business rules and routing engine that prioritizes and routes interactions based on your unique business policies and needs.
Five9 Connect powers our agent assistance tools to help agents resolve issues quickly.
Results in;
much more efficient management of multichannel interactions;
unlike our competitors, who take a “firehose” approach to multichannel- all posts, chats, emails, no intelligence, filtering or spam elimination
Five9 Connect allows cc to better focus resources on the higher priority interaction
For an inbound call center, our IVR, ACD, Quality Monitoring, and CRM Integrations will give you the tools to provide exceptional customer service while lowering operational costs.
For an inbound call center, our IVR, ACD, Quality Monitoring, and CRM Integrations will give you the tools to provide exceptional customer service while lowering operational costs.
USB Headset USB Headset - (Plantronics DSP models recommended)
Desktop or Laptop - Intel Pentium IV 1.6 GHz+, 1 GB RAM+, Java Runtime Environment 1.6.15+, Internet Explorer 7+ or Firefox 3+
Hi Speed Internet - 64 kbps bi-directional
Need:
Before Five9, NetSuite’s 200 customer support agents in Canada, the Czech Republic, Japan, and the Philippines were experiencing voice quality issues, global routing issues, downtime, delays and echoes during critical customer support calls.
NetSuite decided to use the Five9 solution to ensure all calls were high quality, properly routed and recorded.
Experience:
After implementing Five9, voice quality and call routing dramatically improved.
NetSuite saw an immediate jump in first call resolution and ultimately an increase in customer satisfaction.
Plus, the integration of Five9 with NetSuite’s own CRM solution significantly improved agent productivity.
