Hermes Cloud 2.0

1. Hermes Cloud 2.0 Name, Title Version 1.0 November 7th 2013

2. Hermes Cloud • Leading Cloud Call Center Solution within Salesforce • Nearly 18 yearsCall Center • Get it now • Hermes Cloud CRM or existing org • Package to screen pop in 20 mins • Nearly 2,000 complimentary appexchange partners • All phones supported • Free numbers • home, mobile, extension • SIP • embedded browser or external

3. The AppExchange • One click “Get it Now” • Existing org, sandbox or trialforce org • 30 day trial for free

4. Hermes Cloud • No CTI client software • SalesforceOpenCTI adapter • True Cloud Call Center technology • Futureproof CTI solution • Same platform as Salesforce • Sales Cloud, Service Cloud, Hermes Cloud • Salesforcenative code – Apex 4GL • Entirely Salesforce UI and Dashboard • Native Call Center in the Sales and Service Cloud

5. Call Control • Sales and Service Cloud console CTI toolbar • Login, logout, pause, extend pause, auto-ready access control • Agent statuscheck, ‘click-to-call’ recent contacts list • Blind, conference transfers • Campaign and Contact ‘Pop’ • Custom CTI Buttons • ‘Quick create’ contact, case, lead, opportunity already defined • Manual, preview dial calls • Call qualification • Click-to-call

6. ‘Quick’ Campaigns • Simple, stepped campaign creation

7. Campaign Feature List • Inbound Campaigns setup features • Manage queues, embedded IVR Message Handling • Calling number display settings • Associate call status groups • Set up overflow management • Define skills based routing • Outbound Campaigns setup features • Calling lists, Salesforce contacts, leads, bulk import • Preview, Progressive, Predictive dialing modes • Personal and groupcall backs • Dialing Management (complex : average between 2 calls, call attempts, % of retention, maximum ring number) • Associate Open Hours and Holidays • Review call file information

8. IVR • Use Salesforce objects, input menus and customize

9. Call Recording • Simple, fast playback

10. Real-Time Agent Management • Supervisor key features • Create agent groups, agents, define skillsgroups and individual skills • Use the power of the Supervisor Module - View live status of calls, campaigns, agents

11. Admin and Control • Simple administrationfeatures • Manage hours, holidays, exceptional days • Define inbound and outbound campaign statusesand sub status • Intuitive Reporting • Per call reporting in Salesforce • Qualifications visible • Associates call log to the right contact in case of multiple contacts

12. KPI and Custom Reports • Customize, native reporting via Salesforce Dashboard

13. Call Flow Scripting • Visual Workflow scripter • Step agents through collecting and updating data through flow work screens • Associate flows to custom buttons, tabs, links or access via a direct URL • Workflow agent interactions • Utilise Salesforce data and write-back changes • Create new records and set up activities through flow events

14. Social Enterprise • Chatter • Easily share content, ideas, requests with colleagues • Find and ‘follow’ content and Salesforce ’objects’ • Accounts, opportunities, cases, sales, operational dashboards and more. “The right information, applications, expertise and content to you, wherever you are”

15. Content Management • Upload and share content • Create content libraries • Build content packages, multiple files • Preview content in the cloud • Tag files for filtering, add sharing privileges • share contentoutside the organisation • Subscribe or follow content • Powerful search capabilities

16. CRM Features • Additional Hermes Cloud CRM features • Define views with field customization • Real-time worflows and approval engine • Real-time analytics • Salesforce chatterbox • Identity multiple app single sign-on Visual Process Manager

17. Cloud Contact Center • High Availability Cloud • Globally available, resilient and secure and unique • World class voice infrastructure technology and design • Compliance by design for PCI, TCPA and OfCom • Hybrid available using MPLS active ready

18. High Availability Voice • Keep-alivetechnology • Automaticgatewayswitching • Call contextsynchronization, active calls unaffectedduring a switchover • Hitless software upgrades • Can upgrade SBC firmwarewithoutdisturbingcurrentcalls • High capacity and scalability • Upto 10,000 agents supported on a single gateway • Designedfor PCI Compliance • Multi-pointvoiceredundancy • 1+1 redundancyscheme • Dual protocol, ports, blades, gateways, geographies

19. Compliant - TCPA • Dialler solution cannot “dial ahead” or dial automatically • No dialling without action and intervention by the live representative • No “predictive dialing” or other dialingapproach • Preview dialling only – a live representative MUST selectively specify telephone number to be called. • Agent “on the line” from the beginning • No delay between when the called party answers the telephone • No delay when the live representative is available to speak with the called party • For example a delay caused by “connecting” the live representative to the called party • No possibility that any calls could be “abandoned” whereby the live representative is unable to speak with the called party.

20. Call Center in Salesforce • Sell more – advanced compliant dialling, call more prospects • Improve customer care – filter through IVR, route to best agent, eliminate hold times, prioritize callers • Improve agent productivity – planned automatic call backs, screen pops, workflow interactions, collaboration • Scale fast and easily – add new sales agents in seconds • Improve operational performance – advanced supervision, custom reporting • Reduce costs – efficient, global voice infrastructure comes standard!

21. Thanks for your time Name Contact Number Email address

22. VocalcomHermes Cloud FAQs & Discussion Points

23. FAQs & Discussion Points • We’re concerned with security in a shared environment. We need our own dedicated instance. • Our TCO is lower with our existing solution. We’re heavily invested in our existing technology infrastructure. • Integration with a hosted application is too difficult. • Salesforce is missing an important feature, one which a competitor currently offers. • What sort of Service Level Agreement can you offer? • What happens if salesforce.com or the internet goes down? • Can I stay on an old release? I want to upgrade on my own schedule. • Can I host it myself? Do you have an on-premise option or migration path? • Does salesforce have a data center in…? • Other vendors are less expensive. • I want to run a limited pilot on a month-to-month basis. • I don’t want to begin payments until my users go live. • Salesforce has too many features, we shouldn’t have to pay for things we don’t need. • We've barely got our sales people to use basic CRM, Chatter will distract them. We don’t want them using Facebook in the workplace.

24. We’re concerned with security in a shared environment. We need our own dedicated instance. • Questions • What are your specific security requirements? Is your concern Security or data ownership? • Response • Security of customer data has been the #1 priority of salesforce.com from day 1. 100% of our customers enjoy a level of security that historically only a few companies could afford to build. • Our system has been architected from day 1 as a multi-tenant application that can securely store multiple customers data on a shared architecture. This is the same approach that consumer banking web sites have followed for the past 10 years. • We maintain the highest security standards at three levels • Application Security: Every row of data in every table is tagged with a unique identifier for each customer. Every query of our system is filtered on this field. This ensures that customers only see there data. • Facilities security: Highest security facilities, 5 hand scans to get to our cages, man-traps • Network security: Secure OC-48 connection between data centers. 3rd party certifications, White-hat hackers • Proof • SAS70 Type II certified, SysTrustcertified • Zero intrusions / security failures in our 8 year history • Deep customer security audits: Merrill Lynch, Cisco, Symantec, Citibank, Deutsche Bank, including the Top 3 Firewall providers

25. Our TCO is lower with our existing solution. We’re heavily invested in our existing technology infrastructure. • Questions: • How are you calculating Total Cost of Ownership? • What type of investments have you made? How much? • What if you could leverage all of your existing investments for your SFDC deployment? • Responses: • Most customers find that we are more cost effective when they calculate a comprehensive TCO. Would it make sense for me to put you in touch with some of these customers or share some TCO calculations/models? • Calculating an accurate TCO can also be a major challenge. It is difficult to value opportunity cost (higher priorities for IT resources, cost of not upgrading, missing features, etc.) • A few of my customers have calculated that an on demand system may be slightly more expensive than in-house over 5+ years. Regardless of which system may be cheaper, customers have found calculating ROI the best metric. • Would moving IT resources from maintenance to innovation help you achieve your Business Issues (objectives) faster? • Other considerations: Upgrades & IT: maintenance to innovation • Proof: • Sample TCO model / Customer references & stories

26. Integration with a hosted application is too difficult. • Questions: • What are your integration requirements? What systems are you looking to integrate too? Data loading? Batch integration? Real-time integration? • What does too difficult mean? • Have you had a difficult integration experience before? • Response • We understand your concern, successful integration is critical to the success of most of our customers CRM customers • More than half of the traffic in our service is integration transactions vs. page views and we now do more than 1 Billion integration transactions per month • Proof • Native connectors for SAP R/3 and Oracle 11i • 32 certified integration middleware partners • 300+ pre-built integrations to external web services on AppExchange • Custom-build with our API and developer toolkits • Native connectors to desktop applications

27. Salesforce is missing an important feature, one which a competitor currently offers. • Questions • How are you doing this today? • How important to the overall project? • How are you going to use that feature? Which problem will it help you solve? Is this your most pressing problem? • How are you currently solving this? Could we integrate? • Have you seen all the “applications” our customers are building? • Have you had a chance to look at our extensive partner ecosystem? • **Last Resort Concession with FULL disclaimer – Product Roadmap • Responses: • AppExchange / Apex Code / Visual Force / Siteforce • Product Roadmap / Idea Exchange • Proof: • 3 Releases a Yr

28. What sort of Service Level Agreement can you offer? • Questions • Help me understand why you need an SLA?? • Do you have SLAs with other vendors? • Is this a competitive issue? • Response • After security of customer data, the availability of our service is our highest priority. • We have industry-leading, extremely high levels of availability. • Multi-tenancy delivers the highest levels of availability and makes SLAs largely unnecessary. If you’re down, thousands of other customers are down and thus we are highly incented to maintain high uptime rates. This is why we do not offer SLA’s. • Proof • Trust.salesforce.com • Most customers without an SLA

29. What happens if salesforce.com or the internet goes down? • Questions • How likely is it that the internet will go down? Is this a data availability issue or a performance issue / concern? • Response • We understand your concerns, the availability of our solution is one of the most important issues that our customers evaluate • We have industry-leading availability and uptime rates • Multi-tenancy delivers the highest levels of availability – this is why Google, Ebay, Yahoo and Amazon all use this architecture. • We not only have comprehensive backups of your data but we have a complete full-scale backup data center that is dedicated to disaster recovery. • All backups are done over our secure network. No tapes on the highways. • We have the ability to restore data in the event of accidental deletion • We have many mechanisms to allow customers to store and refresh local backups of their data • Proof • Trust.salesforce.com

30. Can I stay on an old release? I want to upgrade on my own schedule. • Questions • Help me understand what your worried about with a new release? • How do you maintain a consistent user experience today? • Response: • We understand your desire to have control over the release process. This is a requirement of all of our customers. • Salesforce has strong leadership in terms of (1) delivering on customer-requested features and (2) delivering these new features at a rapid pace • You will retain control over when new features are delivered to end users. Every new feature in a release is enabled for all of our customers, but the majority are not automatically visible and requires administrative setup to be visible. • Proof • 3-4 releases per year • IdeaExchange

31. Can I host it myself? Do you have an on-premise option or migration path? • Questions: • Help me understand why you want to host this application on premise? • What do you think the advantages might be with an on-premise solution? • Which users do you need hosted? • What do you mean by hosting? • What would cost you to migrate in house to on-demand? (TCO) • Response: • A salesforce.com customer can always take their data from SFDC and implement an on-premise solution • Hybrid is not viable/referenceable model • It’s actually easier to integrate SFDC to on-premise solutions • Proof: • Large Customers: Japan Post, Cisco, Starbucks

32. Does salesforce have a data center in…? • Questions: • Help me understand why you need a data center in x? Are you worried about system performance or legal compliance? • Response: • Thousands of customers outside the US are satisfied with performance • EU’s Data Protection Directive & Safe Harbor • Data processor vs. data controller • Customer references • Proof: • Tyco Latin America • First Caribbean Bank

33. We can get MSCRM for FREE, we can get SOD/ORCL for $17/month…AND, they will have all the features of SFDC within 6 months • Questions: • What is the cost of failure? • How are you calculating cost? • If prices were equal, what solution would you choose? • Which features do they claim are “coming soon”? • How critical are these to solving your current business problems? • Are you primarily concerned with cost or return on your investment? Have you had a chance to calculate an ROI? • Response: • We can talk about price later, but I would like to focus on understanding & solving your business problems first. • Our customers have historically paid a premium for our solution since it gives them the highest chance for success. • Proof: • According to Gartner, on-demand solutions are at least 10-13% cheaper over 5 years when examining all the costs associated with an on-premise deployment • References

34. I want to run a limited pilot on a month-to-month basis. • Questions: • What are you major risks? • What do you consider the major risks for this project? • Is this a financial concern or business or technological concern? • Would this be for a limited roll-out or for everyone? • How will the results be measured to make a long term call? • Would a fully-supported free-trial (usability test) help us avoid this? • What is your Success criteria? • Response: • The downside is that the potential lack of commitment might impact the success of the pilot and hurts us both in the long run. • The downside for you is that I will be unable to extend you the discounts and other terms that I hoped for here. • Proof: • Find a customer who implemented a lot of users in short period of time like Qualcomm

35. I don’t want to begin payments until my users go live. • Questions: • What’s driving this? • How are you deciding who gets turned on first? • How do you plan on rolling this out? • Response: • It’s standard that we spend most of our implementation time creating the right user profiles, experience, and data. Doing this helps us do one initial roll-out project vs. two (more cost effective) • By setting up these users in advance, we can test everything to ensure that you don’t have any setbacks in your first month of deployment • Concession Option: Well there really is no way to start your deployment without licenses in place, so I would be willing to give you a free month on the back end of your contract if you extend to 2 years – this means paying for 24 months, but getting 25. • Proof: • Find a customer who implemented a lot of users in short period of time like Qualcomm

36. Salesforce has too many features, we shouldn’t have to pay for things we don’t need. • Questions: • What functionality is required for your project? • Do you have a documented list of functional requirements that we could review in order to determine whether salesforce is an appropriate solution for your company • What is the other customized solution that you are evaluating? Other vendor? Custom build? • Response • We have a broad range of offerings priced at different levels for our customers diverse set of functional requirements. • While you may not currently need all of our features, you can easily configure our solution to deliver the features you need to your end users. • You can easily expand your use of our solution by turning on new functions as your needs grow … contrast this to a custom developed solution that may be difficult / expensive / slow to modify • Proof • 82,400+ successful customers of all sizes

37. We've barely got our sales people to use basic CRM, Chatter will distract them. We don’t want them using Facebook in the workplace. • Questions: • What is prompting your concerns with using Chatter? • How is social media being leveraged in your company today? • Response: • Chatter increases the value of the CRM functionality for sales people. • In a third party survey of existing customers who have turned on Chatter, sales people reported:  19% faster finding information, 10% increase in productivity, 13% reduction in e-mail, and a 4% increase in sales! • Proof: • Dell using Chatter company-wide 100,000 users