Page 23 - Grand Travel - Demo Prototype-RayD

Grand Travel Demo

Update of Customer Account
“We’ve successfully processed the customer’s payment using BrainTree’s payment sub-system
processing. As this is a demo, we actually take the extra step of displaying what happens as a
result of the payment being processed successfully. What you see here specifically is how the
action of completing the payment generated a case for this customer in Salesforce. This case
will be used subsequently to handle the customer’s payment of their outstanding balance for the
package.

The customer, now having provided their down payment, would like to speak to a Grand Travel
agent to confirm the deposit and begin making plans for their trip. What you’ll notice when we
dial in is that the voice user interface application will identify the customer’s phone number,
access Salesforce, and determine there is an open case associated with the customer and that
an outstanding balance remains on the account. Regardless of the channel used, the customer
journey is tracked throughout its entire lifecycle even though they may switch channels.

The customer will be notified by the VUI that they have an outstanding balance payment to
make, and will be asked if they want to make the payment securely using the VUI application.”

Action: Dial in to VUI and Pay Balance

Dial in to access the VUI: 720.405.9997

Press 1, 1, 1

Enter credit card number: 4111 1111 1111 1111#

Press 1 to confirm

Enter expiration date: 1223 (no #), Press 1 to confirm

Enter the CCV: 123 (no #), Press 1 to confirm

Payment will be processed. Cntinue to hold to speak to a representative.

Move the agent to Available to take the call. The agent application will dial the number you
entered when setting a number at login. Answer the call (if the call is on the same device you
are dialing from, select ​Hold and Accept​ as the option to answer).

The call will then be active for the agent.

Author: Alain Mowad Page 23 of 73