Natterbox Global Contact Centre Solution

The world’s first global business telephone service and Contact Centre integrated with Salesforce and Service Cloud

Executive Summary

The challenge in providing outstanding customer service is multifaceted particularly for organisations seeking to expand globally. Digital communications make the job easier however in a recent study by the University of Sussex Innovation Centre it was found that text communications like email and Live Chat are transactional - but when it comes to trust, relationship building and delivering a high quality communications experience, many organisations still need to talk. The issues most organisations face when contemplating global expansion is that telecoms provide regional services limited by borders, regulation and technology. Coordinating telecoms across different geographies is a challenging task on its own, integrating them with your Contact Centre CRM system elevates the complexity to another level.

This whitepaper discusses two scenarios for organisations wanting to achieving an effective and affordable Contact Centre Solution using both Natterbox and Salesforce.com and Service Cloud.

Natterbox Global Contact Centre

Natterbox Cloud PBX and Salesforce Integration provides the world’s first affordable and truly global Contact Centre solution for the micro-multinational organisation.

Built on Natterbox Cloud PBX and Global Data Centre Network, Natterbox Contact Centre Solution enables you to create and manage your Contact Centre anywhere in the world and is compatible with any existing phone system.

Example use cases

Follow-the-Sun Support

A Sydney based organisation of over 100 employees with major offices in London, Chicago and New York. ansarada www.ansarada.com provides virtual data rooms for anyone involved in mergers and acquisitions, capital raising and tenders. The company required a telephone system that could integrate with Service Cloud and help them provide 24x7 support for their customers around the world.

Prior to adopting Natterbox the company had to use international call forwarding to route out of office hours calls to another office. This was a manual process and could not accommodate seasonal time changes and public holidays requiring manual intervention. Natterbox Cloud PBX and Natterbox Voice Intelligence integrated with Service Cloud provided ansarada with one telephone system across all their operations around the globe. Customer service calls are automatically routed between ansarada’s service centres automatically during shift changes using time based rules without the need for International call forwarding saving time and call costs.

Calls are automatically distributed to ansarada’s available customer service agents and are managed within Service Cloud using Natterbox Voice Integration and are automatically logged against the relevant contact record.

Micro-multinational

With operations in London, Toronto and Sydney, innovative start-up Xref www.xref.global, develop an online candidate referencing workflow tool that allows prospective employers to professionally conduct pre-employment reference checks on suitable candidates.

Xref was able to service international customers using Natterbox CTI client in Salesforce allowed their users to change their UserID/CLI so that international outbound calls to customers would appear as local calls which was important for us to increase response rates to calls. Most importantly the local Points of Presence provided by the Natterbox global network delivered high quality, reliable calls.

Opening new offices in London and Toronto presented no problems, IP phones were deployed and provisioned remotely by Natterbox. All offices were managed from the same Natterbox administration portal so new users and phone numbers could be provisioned anywhere in the world in less than 5 minutes including making them part of all the call policies for inbound call routing, map to any phone and integrated with Sales Cloud and Service Cloud.

Features

  • Quality of Service for voice
  • Dynamic Call Queues
  • Intelligent Call Distribution
  • CRM Integration with Salesforce.com and Service Cloud
  • Contact Centre Manager Availability and Presence Controls
  • Contact Centre Agent Availability and Presence Controls
  • Intelligent IVR
  • Contact Centre Wallboards
  • Omni-Channel Support
  • Call Recording

Quality of Service for voice

Natterbox makes designing and running your Global Contact Centre operation a reality with our global network of data centre Infrastructure providing quality of service, reliability, reduced complexity, low latency and at great value.

Global Network of Data Centres

Dynamic Call Queues and Intelligent Call Distribution

Personalised service is at the heart of every successful organisation. Natterbox helps your customer service operation scale while maintaining personalisation and speed of engagement through Dynamic Call Queues and Intelligent call distribution getting your customers to the most relevant resources as quickly as possible.

Salesforce and Service Cloud Integration

Harness the power of your CRM data to increase service agent productivity and customer loyalty through excellent customer service via personalisation of the customer journey and speed of engagement. Prioritise your most important customers, reduce ticket handling times, increase customer satisfaction and your net promoter score. Natterbox Contact Centre integration with Service Cloud ensures CRM data quality and gains business intelligence by automatically capturing all call data into Service Cloud to produce detailed activity reports and dashboards all from within Service Cloud.

Contact Centre Agent, Manager Availability and Presence Controls

Natterbox Contact Centre Solution Single Sign-on CTI client provides Service Agents with ultimate control. Agent CTI controls are available as soon as they log-in

  • Agent controlled screen (record) pop
  • Click to dial
  • Configurable Agent availability profiles and states
  • Agent control of their availability state via CTI
  • Customisable wrap up codes
  • Multi-lingual support
  • In CTI live notes
  • Automated call back scheduler

Natterbox Contact Centre also provides powerful Contact Centre Manager controls.

  • In call messaging
  • Listen Live and dual leg call barge
  • Administrators can modify an agent’s availability state
  • Download historic reports on Availability status

Contact Centre Wallboards

Wallboards ensure that management and staff have the real-time business insight to dynamically manage resources for inbound calls and maximise the effectiveness of outbound calling teams. Close integration with CRM ensures that customer information is used to optimise the effectiveness of all customer facing phone operations.

  • Agent status and availability
  • Service Queue information
    • Number of calls
    • Time in queue
    • SLA performance

Call recording

For quality and training purposes or internal and regulatory compliance, Natterbox voice record makes call recording easy and affordable. Your recordings can be securely accessed directly from the relevant customer record in Salesforce or Service Cloud. Flexible recording policies and cloud archiving options.

  • On demand call recording, start recording at any point
  • Comprehensive range of compliance features
  • Integrated with Salesforce.com
Contact Centre Wallboards

Call Reporting

120 Real-time Business Intelligence reports within Salesforce, fully customisable within Salesforce.com.

Access dashboards that summarise all daily, weekly, monthly and yearly call activity and filter results according to variables that can be set or dynamically modified.

Customer Service Dashboard

Deployment Options

There are a number of deployment options available depending on the existing customer environment. Natterbox professional Services team are ready to consult with you to determine the most efficient and cost effective deployment strategy for your business.

  • Greenfields / New deployment
  • Integrated with existing telephone infrastructure

New deployments with no existing On-Premise legacy PBX Infrastructure (Green fields)

The most simple and straightforward deployment of Natterbox Global Contact Centre for organisations building a new Contact Centre from scratch is 100% Natterbox solution consisting of the following components.

Natterbox Global Cloud PBX

All the features you would expect from an advanced business telephone system with no hardware, no software and 100% availability anywhere in the world.

  • User Extensions
  • Hunt Groups
  • Voice Mail
  • IP Phones and management

Natterbox Voice Manager

  • Intelligent Call Routing
  • Call Queues
  • Personalisation of the caller experience
  • Relationship based routing
  • Dynamic in call messaging and whispers
  • IVR
  • SMS and Email Alerts

Salesforce Integration

Natterbox Voice Intelligence

  • Receive calls from Salesforce
  • Single Sign-on CTI
  • Click to Dial/Screen Pop
  • Agent availability and presence controls
  • Customisable Wrap-up Codes
  • Multilingual support
  • Live Call Notes
  • Call Hold, Call Waiting, Call Transfer
  • Automatic Call Data Population into Service Cloud
  • 120+ Business Intelligence reports available
Customer Service Dashboard

Natterbox Contact Centre Wallboards

Real time contact centre information, fully customisable and available anywhere on any device.

Phone Numbers and Call Termination

Natterbox provides more than just a Contact Centre Solution. We can provide you with phone numbers anywhere in the world and competitive local and International call rates.

Call recording

Call recordings can be securely accessed directly from the relevant customer record in Salesforce or Service Cloud.

Flexible recording policies and cloud archiving options.

  • On demand call recording, start recording at any point
  • Comprehensive range of compliance features
  • Integrated with Salesforce.com

Natterbox Professional Services

Business analysis, design, deployment, training and project management. Natterbox Professional Services will identify your specific requirements and design your contact centre to meet your exact needs. Professional deployment, end user and administrator training and project management throughout the entire project

Customers with existing infrastructure Natterbox OTT Global Contact Centre Solution

For customers who want to user their existing On-Premise PBX Natterbox OTT Contact Centre solution providing all the customer service and productivity benefits on their existing telephone systems such as Call Queues, Intelligent Call Routing, Dynamic IVR, Salesforce Integrated CTI providing Click to Dial and Contact Record (screen) Pop. Also including Call Recording, Contact Centre Wallboards and over 120 pre-configured reports available from within Salesforce.com.

OTT Deployment strategies

There are multiple ways of achieving the implementation with varying degrees of complexity depending on the customers set-up however in essence what Natterbox is doing is moving your call queues and IVR into the cloud. This allows us to determine where the call should go in the cloud according to your business policies ahead of call distribution.

The quickest and easiest deployment of Natterbox OTT Contact Centre. Each contact centre user is provided with a new DID number. The new DID’s are applied to the contact centre call policies (Cloud Call Queues). Inbound calls to the Cloud Call Queue are distributed to the agents over the PSTN according to the policies set in Natterbox Contact Centre.

Each user is provided with Natterbox Voice Intelligence single sign-on CTI client for Salesforce.com and Service Cloud providing advanced Contact Centre agent controls.

Global Contact Centre Diagram

Natterbox Voice Manager

Intelligent Call Routing

  • Call Queues
  • Personalisation of the caller experience
  • Relationship based routing
  • Dynamic in call messaging and whispers
  • IVR
  • SMS andEmail Alerts

Natterbox Contact Centre Wallboards

Real time contact centre information, fully customisable and available anywhere on any device.

  • Phone numbers
  • Call Termination

Natterbox Voice Intelligence

Salesforce Integration

  • Single Sign-on CTI
  • Click to Dial/Screen Pop
  • Agent availability and presence controls
  • Customisable Wrap-up Codes
  • Multilingual support
  • Live Call Notes
  • Call Hold, Call Waiting, Call Transfer
  • Automatic Call Data Population into Service Cloud
  • 120+ Business Intelligence reports available

Call recording

Call recordings can be securely accessed directly from the relevant customer record in Salesforce or Service Cloud. Flexible recording policies and cloud archiving options.

  • On demand call recording, start recording at any point
  • Comprehensive range of compliance features
  • Integrated with Salesforce.com

Natterbox Professional Services

Business analysis, design, deployment, training and project management. Natterbox Professional Services will identify your specific requirements and design your contact centre to meet your exact needs. Professional deployment, end user and administrator training and project management throughout the entire project.

Customer testimonials

ETX Capital

“It’s new technology helping us deliver ‘old school’ customer service. It doesn’t matter how fast we grow, our customers deserve to be treated as people and not account numbers.”

British Safety Council

“With Natterbox’s technology we can focus on what we do best. They make calling easy with automatic capture of call information and improved reporting in Salesforce.”

The Challenge

“Since moving to Natterbox we easily save up to a minute on each call and have seen an increase in agent productivity of 80% which is incredible.”