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Total igaming solutions Total igaming solutions Presentation Transcript

  • “Total iGaming IT Solutions On Demand” Euro Consulting EMEA IT Solutions • Oracle RightNow • iGamingUnited Kingdom Netherlands MaltaEuro Consulting EMEA Head Office, Euro Consulting, EMEA, Leeuwerikplein Euro Consulting EMEA, 104 Old College23 Blair Street, Edinburgh, EH1 1QR, UK 101, 144HZ, Purmerend, Holland Street, Sliema, SLM 1377, Malta, EU
  • “Total iGaming IT Solutions On Demand” • ‘Out of the box’ IT Package Euro Consulting are offering our ‘Total iGaming IT Solutions On Demand’ Industry solution designed specifically to maximise Business Development and Customer Relationship Management for your iGaming company. • Plug-in & go live in 20 days Euro Consulting have recently launched an ‘out of the box’s solutions for the igaming industry that requires no or • No Customisation Required little configuration, no infrastructure or support costs. Our Igaming solution covers CRM, Live Chat, Marketing and a Business Intelligence platform from Oracle’s best of breed product stack. • No Infrastructure Required We offer a unique focus on many different application and technology initiatives by combining leading expertise, • No Infrastructure Cost broad coverage, global reach, and a flexible delivery model, which is designed for the needs of each client. Our • Fixed Implementation Cost Industry solution increases time to market, reduce costs, and deliver a competitive edge. Euro Consulting EMEA, Total iGaming IT Solutions On DemandContentsEuro Consulting EMEA, Total iGaming IT Solutions On Demand iTotal iGaming IT Solutions On Demand 1Oracle RightNow, Chat Cloud Service 2Oracle RightNow, Email Mgmt Cloud Service 3Oracle RightNow, Dynamic Agent Desktop 4Oracle RightNow, Oracle Communications 5Oracle RightNow, Social Experience 6Euro Consulting EMEA, Contact Us 7 Euro Consulting EMEA • Total iGaming Solutions On Demand • i
  • Euro Consulting EMEA • Total iGaming Solutions On Demand • 1
  • “Total iGaming IT Solutions On Demand” bridging the gap between self-service and agent assistance Oracle RightNowKey Features• Agent-, customer-, or activity-drivenchat Chat Cloud Service• Customizable chat link, icon, andconsumer interface• Multidevice chat—from PCs, smart-phones, tablets, and more• Chat conferencing, transfer, andsupervisor monitoring• Access to Oracle RightNow Knowl- Oracle RightNow Chat Cloud Service enables companies to provide a premium Web experience thatedge Cloud Service before, during, delivers proven results, including higher customer satisfaction, increased conversion, and improvedand after chat sessions efficiency. It provides a way to engage customers before they abandon their purchases and also assist Website visitors who are having problems solving service issues on their own. Sessions can be initiated by customers or triggered proactively, based on company-defined rules. With Oracle RightNow Chat Cloud Service, agents can always guide your customers to the best answers and outcomes.Key Benefits• Increase sales conversion rate andaverage order size• Reduce shopping cart abandonment• Achieve highest customer satisfac-tion compared to other channels• Reduce call center costs and increaseefficiency Euro Consulting EMEA • Total iGaming Solutions On Demand • 2
  • “Total iGaming IT Solutions On Demand” improve agent productivity, increase customer satisfaction Oracle RightNowKey Features• Inquiry management• Single integrated knowledgebase Email Mgmt Cloud Service• Tracking• Customer management Many organizations today are flooded with e-mails. And although these e-mails represent importantKey Benefits communications from customers, tracking and responding to them can be taxing, straining resource- strapped contact centers and frustrating customers. Oracle RightNow Email Management Cloud Service• Increase agent productivity with helps you stay ahead, tracking responses, automating answers from the knowledgebase, and escalatingstandard response templates and ac- highly emotional e-mails. Your agents and your customers will thank you for it.cess to knowledgebase• Improve first-touch resolution withauto-suggested solutions• Increase customer satisfaction andsave processing time by providingagents with complete customer inter-action history Euro Consulting EMEA • Total iGaming Solutions On Demand • 3
  • “Total iGaming IT Solutions On Demand” fast, accurate, consistent customer experiences across all channels Oracle RightNowKey Features• Dynamic guidance to step agentsthrough workflow processes with Dynamic Agent Desktopstructured and unstructured contex-tual cues• Unified enterprise data centralizedand presented contextually• Telephony integration enabling desk-top softphone, computer telephonyintegration (CTI) screen pop, and Oracle RightNow Dynamic Agent Desktop Cloud Service guides agents with contextually relevant real-universal queuing time knowledge so they can quickly address their immediate customer issue. By unifying enterprise• Cloud delivery for rightsizing to systems and guiding call center agents through business processes across channels, agent pools, andmatch dynamics of business geographies, Oracle RightNow Dynamic Agent Desktop Cloud Service delivers happy customers and• Interfaces and workflow processes highly productive agents.configurable by business users• Channel integration for seamless,unified management of customerinteractions via traditional and socialchannelsKey Benefits• Increase customer and agent satis-faction• Increase agent productivity andlower cost• Ramp up new agents faster• Provide consistent customer experi-ences across channels• Adapt quickly to changing businessneeds Euro Consulting EMEA • Total iGaming Solutions On Demand • 4
  • “Total iGaming IT Solutions On Demand” Oracle RightNowKey Benefits• Seamless cross-channelpurchasing and services Oracle Communicationsexperiences• Personalized offers andinteractions• Fast time-to-market to meetcustomer demand• First-right ordering• Rapid fulfillment Communication Service Providers (CSPs) around the world are looking for ways to offer an engaging• Reduced order fallout Customer Experience (CX) so that they may expand their customer base, retain existing customers, and• Accurate billing monetize on these relationships. To harvest these benefits CSPs need to address CX at all customer touch points. Oracle has developed the CX Reference Architecture for Communications to help CSPs delivering a superior experience to their customers in all touch points throughout the Customer Experience life- cycle. The Oracle CX reference Architecture is founded on proven solutions and best-in-class applications and will enable CSPs to adopt a holistic approach to Customer Experience across standard processes from front office channels to back office operations. Euro Consulting EMEA • Total iGaming Solutions On Demand • 5
  • “Total iGaming IT Solutions On Demand” an unbeatable customer experience Oracle RightNowKey Benefits• Deliver a seamless customer expe-rience regardless of where or how Social Experiencecustomers interact with you• Create customer loyalty, and gener-ate enthusiasm for your brand• Harness word of mouth to derivemore value from your marketingspending• Quickly and proactively address The social Web has given consumers more influence over brands than ever. For organizations this shiftcustomer concerns brings new challenges and opportunities to win loyalty. Oracle RightNow Social Experience enables• Enable customer collaboration to brands to harness consumer influence and passion in service of the brand. From social media monitoringdrive support and innovation to branded online communities to a full-service Facebook experience, it is designed to extend experi-• Leverage user-generated content to ence to the places where consumers are learning, sharing, and buying across the social Web.build your knowledge foundation• Make it easy for customers to find theanswers they need—across channels• Capture unstructured social insightsalong with formal feedback throughOracle RightNow Feedback CloudService• Earn a reputation for being open, col-laborative, and responsive Euro Consulting EMEA • Total iGaming Solutions On Demand • 6
  • Contact Us Euro Consulting EMEA Roy Iwaniec - Oracle/EAM Practice Director - EMEA t: +44(0) 131 220 2820 m: +44(0)7789007533 Head Office (UK): +44 (0)131 220 2820 e: roy.i@euroconsulting-emea.eu Malta Office: +356 2778 0717 w: www.euroconsulting-emea.eu© copyright Euro Consulting EMEA www.facebook.com/euroconsultingemea www.twitter.com/eu_consultingProduced in Malta, EU, 2013All Rights ReservedEuro Consulting EMEA and the Euro Consulting EMEA logo are trademarks or “Total iGaming IT Solutions On Demand”registered trademarks of International Business.Other company, product and service names may be trademarks or servicemarks of others. Oracle RightNow Specifiactions are of Oracle.References in this publication to Euro Consulting EMEA productsor servicesdo not imply that Euro Consulting EMEA intends to make them available in allcountries in which Euro Consulting EMEA operates.