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Oracle   Call Center On Demand
Oracle   Call Center On Demand
Oracle   Call Center On Demand
Oracle   Call Center On Demand
Oracle   Call Center On Demand
Oracle   Call Center On Demand
Oracle   Call Center On Demand
Oracle   Call Center On Demand
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Oracle Call Center On Demand

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  • Before we begin, there is a short disclaimer I need to make. The following you’re about see and hear is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decision. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.
  • So let’s get started. Today, I’d like to introduce you to Siebel CRM Call Center On Demand. Call Center On Demand i s a subscription-based customer communication platform that can help you rapidly deploy a fully functional call center for sales & service to improve the customer experience and agent productivity while reducing your call center costs and complexity. Whether you are an Oracle customer today or not, we’ve now made it easier for you to take advantage of CTI-enabled call center features by pre-integrating this out-of-the-box solution with Oracle EBusiness Suite TeleService and TeleSales, PeopleSoft Support, Helpdesk, and HR Helpdesk, and Siebel CRM applications. Let’s take a look at why this is important.
  • With traditional on premise solutions, in order to integrate telecom platforms to CRM applications, you typically need to upgrade your PBX/ACD system, which could cost thousands or tens of thousands of dollars. You would also need to select a third-party CTI Middleware, which depending on their requirements can cost hundreds of dollars per agent or $20,000 or more per PBX. You’d also need to determine if an out-of-the-box integration is available for your PBX/ CTI Middleware to your CRM applications whether they are Oracle or others. If there is, this “Adapter” usually costs hundreds of dollars per agent. And if there isn’t, then integration and/or customization may be needed. At the end of the day, this traditional, premise-based integration can cost tens of thousands of dollars and take months to implement.
  • With our single-vendor approach, there is no need to do custom integration work to tie together all the moving parts. We’ve pre-integrated the Call Center On Demand CTI capabilities to Oracle contact center applications for you. This enables you to leverage CTI-enabled call center features without incurring the capital cost outlay, complexity or RISK commonly associated with contact center infrastructure projects.
  • The result is your ability to simplify call center technology and take advantage of high impact call center capabilities, like Hosted ACD, IVR, and CTI. You also have the advantage of being able to supervise, record and monitor team activity; As well as creating a more personalized customer experience through screenpops into your CRM applications. I’ll be showing you how that will happen later in our demonstration.
  • In summary, if you are looking for a low-cost solution to complex call center needs that eliminate complexity from your call center and would like to deploy a fully functional call center in a fraction of the time of deploying a traditional call center, you’re in the right place today. Call Center On Demand is a very cost-effective approach to enabling a virtual call center, no matter how large or small your organization. You simply subscribe to the service on a per user per month basis. No additional IT or hardware resources are needed because Oracle operates and maintains the entire environment. It’s a single-vendor solution with pre-built CTI integrations to Oracle, PeopleSoft and Siebel CRM applications. And with Call Center On Demand, you get the benefits of having an integrated call center without the integration complexity and cost.
  • Now let’s start the demonstration portion so you can see what this solution actually looks like…
  • Transcript

    1. Eliminate Call Center Complexity with Oracle's Pre-integrated Hosted Solution: Siebel CRM Call Center On Demand Chris Haven Sales Consultant
    2. The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decision. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle. Safe Harbor Statement
    3. What is Siebel CRM Call Center On Demand or Contact OnDemand - COD <ul><li>Enable companies to deploy a contact center for customer service & sales </li></ul><ul><li>Improve the customer experience and agent productivity </li></ul><ul><li>Without the traditional cost and complexity </li></ul>A subscription-based customer communication platform that can…
    4. How Will It Reduce Capital and Per-Call Costs? Siebel CRM Call Center On Demand Siebel CRM Call Center On Demand Integration $$$$$$ 6-12 months to deploy Traditional Software Implementation Maintenance <ul><li>CRM, CTI middleware </li></ul><ul><li>Integration, workflow, training </li></ul><ul><li>Business changes, Upgrades </li></ul>Hardware <ul><li>IVR, ACD, PBX, workstations </li></ul>Oracle TeleService & TeleSales PeopleSoft Support, HelpDesk & HR HelpDesk Siebel CRM $$ $$$$ Weeks to deploy
    5. Eliminate Telecommunications Complexity CTI Supervisor Tools, Reports CTI CRM Monitoring Recording Sup Tools ACD PBX IVR Reporting Agent Skills Routing Monitoring and Recording Agent Skills, Routing Voice, Voicemail, IVR Single Vendor Support . <ul><li>Benefits </li></ul><ul><li>Lower integration risks </li></ul><ul><li>Better insight across enterprise </li></ul><ul><li>Minimal business disruption </li></ul><ul><li>Risks </li></ul><ul><li>Multiple points of integration </li></ul><ul><li>Siloed data sources </li></ul><ul><li>CTI complexity </li></ul>Old Paradigm Siebel CRM Call Center On Demand Oracle’s CRM Applications Integration required
    6. Siebel CRM Call Center On Demand <ul><li>Key capabilities: </li></ul><ul><li>Hosted Automated Call Distribution (ACD) </li></ul><ul><li>Hosted Interactive Voice Response (IVR) </li></ul><ul><li>Hosted Computer Telephony Integration (CTI) with CRM </li></ul><ul><li>Hosted Supervisor, Recording and Monitoring </li></ul>Users only need Internet access and a phone Voice VM IVR Recording Monitoring Supervisor Call Center On Demand Oracle’s CRM Applications
    7. <ul><li>Reduce capital and per-call costs </li></ul><ul><li>Eliminate telecommunications complexity </li></ul><ul><li>Rapidly deploy call center features </li></ul><ul><li>Avoid fragmented customer Interactions </li></ul>The Oracle Advantage Enables you to… Siebel CRM Call Center On Demand Pre-Built Integrations seamlessly link call center communications to your Oracle, PeopleSoft, or Siebel enterprise contact center applications
    8. Demonstration – Call Center On Demand with Siebel CRM On Demand

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