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Partner Webcast – Oracle RightNow CX - 23 Jan 2013
 

Partner Webcast – Oracle RightNow CX - 23 Jan 2013

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Industry Leading Web, Social and Contact Center Cloud Solution ...

Industry Leading Web, Social and Contact Center Cloud Solution

Powering Great Customer Experiences & Achieving Greater Insights from Customer Engagements,

To thrive in today's customer empowered environment, brands need to deliver the best customer experiences when, where and how customers want it. Oracle RightNow CX Cloud Service combines Web, Social and Contact Center experiences for a unified, cross-channel service solution in the Cloud, enabling organizations to increase sales and adoption, build trust and strengthen relationships, and reduce costs and effort. RightNow's service enterprise platform provides transparent reliability, unmatched security, and total Cloud freedom for mission critical customer experience delivery.

Read More @ https://blogs.oracle.com/imc/entry/partner_webcast_oracle_rightnow_industry

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    Partner Webcast – Oracle RightNow CX - 23 Jan 2013 Partner Webcast – Oracle RightNow CX - 23 Jan 2013 Presentation Transcript

    • “This slide format serves to call attention to a quote from a prominent customer, executive, or thought leader in regards to a particular topic.”  Name  Title, Company Name CUSTOMER LOGOblogs.oracle.com/IMC 1 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
    • <Insert Picture Here> “Powering Great Customer Experiences”
    • Agenda  Why Customer Experience and Oracle RightNow?  Case Studies/references  Oracle RightNow CX Cloud Service Overview  Product Demonstration  Oracle RightNow CX Cloud Service Partner Opportunities  Oracle RightNow CX Cloud Service Partner Specialization  Q&A3 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
    • Impact of Bad Experiences 80% OF A COMPANY’S FUTURE PROFIT COMES FROM EXISTING CUSTOMERS* 86% OF CUSTOMERS STOP DOING BUSINESS WITH AN ORGANIZATION AFTER ONE BAD EXPERIENCE.* *Source: Harris Interactive, Customer Experience Impact Report 2009-20114 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
    • The Moments That Power Great Experiences “ENGAGE ME WHERE I AM” “UNDERSTAND ME, AND WHAT I WANT” “KNOW ME, AND MY VALUE” “DELIGHT ME, AND WOW ME”5 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
    • Changing Behaviors Are Driving More Complexity Need / Research Select Purchase Receive / Use Maintain /Recommend Order Online Order Online Web Comparison Site* Chat Contact Center Change Order Visit Retail Store In-Store Select Product Pickup Local Store Browse Kiosk Catalog Web Product Info Mobile Search Email Order Email Confirm w/Rec Ask Facebook Friends Tweet About Ask for Help on Social Read Reviews* Community Chat Room For Recommendations* Purchase Experience*Direct Sales Receive Call For Extension of Warranty * Brand doesn’t have control of experience6 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
    • Provide Channel Choice, Any Where STORE  Enable engagement where the KIOSKS DIRECT customer needs or wants to SALES interact  Empower customers to help CONTACT themselves on any channelSOCIAL CENTER  Enable seamless conversations between channels MOBILE  Capture the interactions across all FIELD SERVICE the channels  Be consistent across all channels WEB 7 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
    • RightNow’s CX Value Equation & Justification Efficiency Retention Acquisition E Reduce Costs and Effort + R Build Trust and Strengthen + A Increase Sales and Adoption Relationships • Self service • Quality • Opportunities • Productivity • Consistency • Conversions • Cost of operations • Loyalty • Value8 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
    • RightNow’s CX Value Expectations & Goals Efficiency Retention Acquisition E Reduce Costs and Effort + R Build Trust and Strengthen + A Increase Sales and Adoption Relationships • 30% reduction in email • 10% decrease in churn • 15% increase in leads • 15% reduction in calls • 15% increase in FCRR • 15% increase in AOV • 50% reduction in training • 25% in CSAT / NPS • 5x Conversion rates • 25% Reduction in AHT • 15% increase in LTV • 2x Chat conversions9 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
    • Why Oracle RightNow?10 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
    • Oracle-RightNow’s Proven Customer Experience Approach “Proof Positive” Business Outcomes 14+ Yrs. Customer Experience Expertise Global Mission Critical Cloud Delivery Cross-Channel Solution Excellence 90 Day Rapid Results Implementations Customer Lifecycle Assessments Client Success Methodology & ROI Easy-to-Buy Contracting Model Most Industry Awarded Client Recognition11 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
    • A Proven CRM Market Leader Magic Quadrant for Magic Quadrant for Magic Quadrant for Social CRM CRM Customer Service Web Customer Service Contact CentersGartner Inc. “Magic Quadrant for CRM Web Customer Gartner Inc. “Magic Quadrant for Social Gartner Inc. “Magic Quadrant for CRMService” Johan Jacobs, September 19, 2011 *3 CRM” Adam Sarner, Ed Thompson, Customer Service Contact Centers” Jeffrey Mann Michael Dunne, Jim Michael Maoz, April 15, 2011 *3 Davies, Chris Fletcher, Gene Alvarez, Gareth Herschel, Michael Maoz, June 29, 2010 *1 12 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
    • Case Studies/references13 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
    • Business Challenges Solved Efficiency Retention Acquisition 30% decrease in 7X increase in contact center costs CSAT increased to 95% conversion rates Reduced agent Improved cross response times -50% channel consistency Sales leads up 50% 7x increase in Increased shopping 99% self-service rate Net Promoter Score cart size by 25%14 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
    • Customer Achievements Oracle RightNow Award Winning Customers Include:15 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
    • RightNow Industry Focus Key Customers By Vertical16 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
    • Oracle RightNow CX Cloud Service Overview Sarah Oliver17 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
    • RightNow CX: The Customer Experience Suite18 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
    • Web • RightNow Intent Guide • RightNow Web Self-Service • RightNow Guided Assistance • RightNow Email Management ORACLE RIGHTNOW WEB • • RightNow Chat RightNow Co-Browse • RightNow Mobile19 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
    • Social • RightNow Social Monitor • RightNow Support Community • RightNow Innovation Community ORACLE RIGHTNOW SOCIAL • RightNow Self-Service for Facebook20 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
    • Contact Center • RightNow Dynamic Agent Desktop • RightNow Agent Desktop Scripting • RightNow Agent Desktop Workflow • RightNow Agent Desktop Add-Ins ORACLE RIGHTNOW • RightNow Agent Desktop CTI Media Bar CONTACT CENTER21 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
    • Engage • RightNow Knowledge • RightNow Outreach ORACLE RIGHTNOW ENGAGE • RightNow Customer Feedback • RightNow Analytics22 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
    • Product Demonstration23 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
    • Oracle RightNow CX Cloud Service Partner Opportunities24 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
    • Market opportunity According to CIO Insight, the top 15 on-demand business applications systems are: 1. Customer relationship management 2. Human resource management 3. Billing and accounts payable 4. Collaboration software 5. E-commerce 6. Corporate portals 7. E-mail and instant messaging 8. Business process management and workflow software 9. Blogs, wikis and social media or web 2.0 software 10. Business intelligence (BI), analytics and data mining 11. Database systems 12. Enterprise resource planning (ERP) systems 13. Content and information lifecycle management 14. Customer self service 15. Supply chain management, distribution and logistics software25 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13 Source:
    • CX Target Markets  Consumer Electronics/Hardware • Retail  Entertainment/Gaming • Software/Services  Financial Services – Banking & • Telco Insurance • Travel/Hospitality  Government • Utilities  Higher Education  Media Walmart, Walgreens, Comet, Dixons,  Non-Profit Figleaves, JD Sports, Bijenkorf, La Redoute, Marks & Spencer, Office Depot, Otto, John Lewis, TM Lewin,26 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
    • Oracle RightNow CX Cloud Service Partner Specialization27 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
    • Cloud Partner Program - Levels Referral Light touch & low barrier to entry Resale Own the relationship - renew the service Rapid Start Deeper engagement, increased revenue28 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
    • Oracle RightNow CX Cloud Service KnowledgeZone• http://www.oracle.com/partners/en/knowledge- zone/applications/rightnow-cs-cloud-service-1551483.html 29 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
    • Q&A30 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13
    • “This slide format serves to call attention to a quote from a prominent customer, executive, or thought leader in regards to a particular topic.”  Name  Title, Company Name CUSTOMER LOGOtwitter.com/oracleimc31 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13