1. Solution Presentation Alcatel-Lucent Rainbow
CTI cloud connector for Salesforce

2. INTRODUCTION
The purpose of this presentation is to introduce the Alcatel-Lucent Enterprise solution to deliver
a CTI cloud connector for Salesforce.com CRM that adds real-time communications & collaboration capabilities
to Salesforce.com users in the company

3. Improve the customer experience from the reception desk to the employee’s desktop
Attendants, Automated attendants
Personalized 24/7 greeting
Quality interactions
Employees
Digital engagement
Sales, Customer Service
Business apps
CRM
Improve the customer experience in all the interactions and conversations with the company’s employees is one of the key factor of success for modern business.
And it must be delivered from the reception desk to the employee’s desktop.
The ALE proposition has three pillars:
[CLICK] First, ALE offers personalized 24/7 greeting solutions.
[CLICK] Then, ALE offers phones that enable employees to enjoy quality interactions with customers.
[CLICK] And ALE offers integrations of communications into the business apps through our cloud services Rainbow in order to improve the digital engagement with end-customers.

4. Connect your CRM with your telephone system!
CRM – Customer Relationship Management The cornerstone of the customer engagement
customer
agents/sales
THE KEY POINT:
Connect your CRM with your telephone system!
Improved Informational Organization
CRM for Enhanced Communication
CRM Improves Your Customer Service
Automation of Everyday Tasks
Greater efficiency for multiple teams
Improved Analytical Data and Reporting
Usual benefits of CRM solutions:
No matter what your industry, no matter what your focus, no matter what kind of products or services you offer, your customers are the single most valuable asset of your organization. And in a world where customer experience is the key to success, it is key to improve the impact you’re having on your clients through a broad selection of channels.
Customer Relationship Management (CRM) tool is usually seen as a must for any business that wants to take customer satisfaction to the next level. A CRM system gives everyone — from sales, customer service, business development, recruiting, marketing, or any other line of business — a better way to manage the external interactions and relationships that drive success.
On the other hand, real-time communications play a significant role in core business processes of many industries and can, when integrated in applications, provide tangible outcomes for both organizations and their customers.
The good news is that you can easily integrate CRM software with your telephone system to get deeper insights. This is named CTI for Computer Telephony Interface.

5. Integration of CRM with the corporate Telephone system
77% +
Workflows + Phone
are highly valuable
Source: Wainhouse Research survey - URL link
of companies integrate the business workflows (eg. CRM) with the communication systems
56%
Workflows go cloud
Source: SelectHUB
of companies (80% for SMB) were considering cloud-based CRM in 2018
According to a recent Wainhouse Research survey, 77% of companies integrate the business process apps with the communication systems.
[CLICK] And what we see from the market is many companies are moving these workflows to the cloud.
[CLICK] For instance, we see that 56% of companies were considering cloud-based CRM in 2018.

6. ALE proposition for Salesforce.com users+
Call (Softphone or business phones)
CTI connector for Salesforce.com CRM
Add real-time collaboration capabilities to Salesforce.com
Chat
What do ALE propose?
A CTI cloud connector for Salesforce.com CRM that adds real-time communications & collaboration capabilities to SalesForce.com.
Here is the use case:
Employees using Salesforce.com need a way to quickly and efficiently reach their prospects over the phone. Here, a Computer Telephony Integration or CTI solution removes the need for manual dialing on the business phone, which can be slow and cumbersome. Telephone numbers associated with any CRM object, including leads, contacts and cases turn into clickable links, which the Salesforce.com user can leverage to place outbound calls using his ALE business phone or softphone to carry the voice.
ALE solution is based on our cloud platform named RAINBOW.

7. ALE Solution based on Rainbow cloud services
Let’s see more in details what is the solution proposed by ALE…

8. Rainbow CTI cloud connector for Salesforce.com
Instant Chat
Web call (audio & video)
Screen pop on incoming call
Click to call
Call log
What does the Rainbow connector offer?
It offers [CLICK] click-to-call with the desktop phones or softphone connected to the Communication Server of the company.
The business agent will also benefit from [CLICK] screen-pop on incoming call to get an immediate access to the relevant information concerning the contact, or create a new contact entry by populating the phone number information. [CLICK] The call log is also available in the Past Activities section of the screen.
And the user [CLICK] can also initiate a chat or a web-call with the contact thanks to the Rainbow cloud services.

9. Rainbow CTI cloud connector for Salesforce.com Key points
Adapted for customers using Salesforce.com Lightning Cloud edition
Implementation based on Salesforce OpenCTI APIs
On-premise Telephone system is connected to the Rainbow cloud services:
No PBX license to add to get the service
No additional server to be added on-premise
All services provided from the cloud
Adapted for customers using ALE OmniPCX Enterprise (from R12.2) or OXO Connect (from R3.0) or OTEC (full cloud telephony solution) +
The customer must have Salesforce.com Lightning Cloud edition to benefit from our new CTI connector.
Technically we are using the OpenCTI APIs provided by Salesforce and the connectivity between the on-premise telephone system of the customer and the Rainbow cloud is needed.
The key points about the Rainbow CTI cloud connector for Salesforce.com:
1) There is no additional license to purchase on the Communications Server side
2) No additional CTI server to deploy on-prem, all the interoperability is managed between the existing on-prem PBX and the cloud Rainbow
3) No additional hardware and all services are provided from the cloud
The CTI connector Salesforce is available for OmniPCX Enterprise from release 12.2 and OXO Connect from release 3.0 or OTEC (OpenTouch Enterprise Cloud – full cloud telephony solution -), and the customer just need to provide the connectivity to the cloud Rainbow for all the Salesforce users.

10. Rainbow CTI cloud connector for Salesforce.com User interface
The Salesforce user interface available from the web browser
The integration of the connector is performed directly at the level of the Salesforce user interface as you can see in this screenshot.
The user just needs to identify through the connector to be automatically connected and benefit from the new Rainbow cloud services.
So what are exactly these new services?
New connector to access to the Rainbow services

11. Rainbow CTI cloud connector for Salesforce.com Services offered (1/2)
Contact Popup on incoming call
When the Salesforce user’s phone rings, the contact information is displayed automatically.
In case the phone number is not retrieved from the database then a new contact is created.
User phone is ringing
Simultaneously, the contact information is displayed in the Salesforce user interface

12. Rainbow CTI cloud connector for Salesforce.com Services offered (2/2)
Click-to-Call a Salesforce contact
The call is automatically started from the user phone
The Salesforce user can also search a contact then click-to-call directly from the Salesforce interface and the call is started from the business phone of the user. Can be a deskphone or a softphone, it doesn’t matter.
Search for a contact and click-to-call

13. Rainbow CTI cloud connector for Salesforce.com Sales tools
Solution presentation (this PPT)
Technical datasheet (EN)
eDemo available HERE
Sales contact: ALE Professional Services
In addition to this Solution Presentation document, there is a technical datasheet that is available on our BP website.
An eDemo is also available on our demonstration platform, accessible via the URL in this slide. There is also a video tutorial that is available online on our platform.
How to engage with the Rainbow CTI cloud connector for Salesforce.com?
It is available on quote from ALE Professional Services. There is a fixed price per user per month. Just send a request to get a quote for your project.

14. Chat option

15. Rainbow CTI cloud connector for Salesforce.com Services offered
Optional: Incoming Rainbow chat with Salesforce
3/ Pop up details chat contact on-demand
1/ Receive a chat
2/ Use the Rainbow connector box to start chatting with the contact
4/ Provide to contact the pending SFDC sheet
5/ Save chat interaction (Rainbow Conversation)
6/ Close the chat interaction
7/ Start a WebRTC call
In addition to the CTI services, it is possible to propose the Rainbow Chat option.
The Salesforce user can then chat with a contact who is using the Rainbow client and he can proceed with maximum two live Rainbow chat sessions in parallel.
It is possible to:
Pop up details chat contact on-demand
Provide to contact the pending SFDC sheet
Save chat interaction (Rainbow Conversation)
Close the chat interaction
Start a WebRTC call with the contact
Search for a contact and start chatting live

16. Customer Case

17. Case study Overview Customer background Country: Germany
Customer: A global leading logistics company in EUNO
Partner: ITANCIA DE
Vertical: Transportation
Customer background
6000+ carriers | trucks | 25+ countries
Launching a new platform: on-demand shipments
Here is a recent customer case.
The customer is a german global logistics company in the [CLICK] transportation market.
This company is an existing ALE customer [CLICK] operating on a world wide basis and they are launching a new platform offering to their business customers instant access to [CLICK] road freight providers for on-demand shipments.

18. Case study Project scope and why ALE won
Customer needs
Incoming call pop up from the SFDC interface of the agent
Click to call button from the SFDC interface
ALE answer
Rainbow CTI cloud connector for Salesforce users
Why ALE?
cloud-based service = no on-prem server added
Flexibility and growth in seasonal peaks
Quick and easy to deploy
Price
This logistics company is using Salesforce.com as their CRM tool.
[CLICK] They were looking for a simple and efficient solution for screen pop on incoming calls, click-to-call functionality directly from the Salesforce user interface. The solution has to provide them flexibility and capability to grow easily during seasonal peaks.
The Rainbow CTI cloud connector for Salesforce has been successfully demonstrated to the customer, with a smooth integration with their existing telephone system (ALE OmniPCX Enterprise).
The customer loved the cloud-based solution for CTI, with no on-prem server to be added, the integration with the existing telephone system, and of course the overall price of the solution.

19. Key Takeaways

20. Rainbow CTI cloud connector for Salesforce.com+
Complete and smooth integration with telephone system
Cloud-based solution to reduce TCO and ease deployment
Easy user adoption and improved digital engagement
Salesforce.com users need a quick and efficient way to reach prospects by phone.
A CTI solution removes the need to manually dial the business phone, which can be slow and cumbersome.
Alcatel-Lucent Enterprise provides the perfect solution to address this need:
A complete and smooth integration with your existing telephone system and phones/softphones
A cloud solution to reduce TCO (Total Cost of Ownership) and ease deployment
An easy adoption by the users and an immediate improvement for the digital engagement with end-customers

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