how to become an odigo demo jedi

& Salesforce.com

Demo by Slides

How to become a demo Jedi

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. Loggs the call 9. Sends an SMS 10. Makes an outbound call 11. Checks her daily stats 12. Changes her status

The agent The 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.


The agent The agent

Betty is now connected to the service cloud console mode. (Odigoforce also works in the sales mode).

Untill she has connected to Odigo, she won’t be seen as available to take a call. For this reason, the phone pad features are disactivated.

This is the Odigoforce phone pad.

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The agent The agent

Betty needs to connect to Odigo, letting the Odigo Control Center know she is available

to take a call.

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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.

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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.

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The agent The 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.


The agent The 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.


The agent The 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.


The agent The 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 an information to identify that object (a phone number usually, or a reference entered in the IVR).


The agent The 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, some buttons have lighten up.

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.


The agent The 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.

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The agent The agent

Betty can record the call if he is having a touchy conversation. The

recording can also be automatic/systematic (for training

purposes).

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The agent The 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.

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The agent The 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.

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She can arrange a call-back with either herself, a specific agent or a skill.

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The agent The 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.

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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.

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The agent The 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?


The agent The agent

The call creates à 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.


The agent The 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.

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The agent The agent

The SMS will be logged into SFDC.


The agent The agent 1 2 3

Betty can make an outbound call by using the company’s

internal phone book. Betty can also cal any phone

number by filling the field.


The agent The agent

Betty can click to dial on any phone number

in SFDC to make an outbound call


The agent The agent

As with on inbound call, the outbound call is logged into SFDC.


The agent The 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.

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The agent The agent

A caller can see metrics about his personal activity, and about what’s

happening in the call center as a whole.

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The agent The agent

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Betty The agent


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 supervisor The 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.


The supervisor The supervisor Monitoring Board customizable with over 100 supervision metrics

Paul can personalize his monitoring board by choosing the metrics he wishes to monitor.


The supervisor

A view with just a few metrics

A view full of metrics


The supervisor

The same metrics apply to 2 objects: the agent or the gate (or queue). Paul can switch

from one another.


The supervisor

Select an agent on which you would like to

trigger some actions.


The supervisor

You can record an agent’s

conversations.


The supervisor

You can listen to a conversation.


The supervisor

Change the status of an agent if you have a

traffic pic, or if he forgot to put himself

unavailable.


The supervisor All the

monitoring board is right

there in SFDC1.


The supervisor

Paul can supervise or take some actions right there from his mobile.

Betty The agent


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 3. All in your pocket

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.

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