Oracle Acquired, Integrated, Offers Telephony@Work Products
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Oracle Acquired, Integrated, Offers Telephony@Work Products

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Following the $80 million acquisition of Telephony@Work, Inc., Oracle integrated it in its CRM On Demand Product, extending its benefits from call centers to the entire enterprise

Following the $80 million acquisition of Telephony@Work, Inc., Oracle integrated it in its CRM On Demand Product, extending its benefits from call centers to the entire enterprise

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  • Our Objective is to give you the Who, What, When, and Why on CCA.
  • That is because with all the moving parts, it is hard to make things work. With all the vendors, software-providers, hardware-providers and integrators, there are too many points of integration and potential failure as one system hands things off to the other system. Considering something simple like an incoming phone call - The telco network delivers it to the PBX, on the PBX the ACD software takes control and engages the IVR for prompting, menus, database inquiry and collecting information about the call /caller. If the call is satisfied in the IVR, that is the end. However, many customers will want to opt-out and speak to an agent, so the ACD engages the CTI server. The CTI server will communicates with the the ACD/PBX to extend the call to the agent and coordinate with the CRM application for passing collected information for use by the CRM for screen pops and transactions. This is a lot of hard work to get right the first time much less keep it running properly on an ongoing basis. There are a lot moving parts – which often means many points of failure, disconnect and frustration. Oracle wants to make this totally different for our customers. We want to play a disruptive role , a very innovative role, in the deployment of contact center solutions going forward. That is why we are doing all the acquisitions that we are. Each of them add to the value you as a sales person can deliver to Oracle customers both current ones and new ones.
  • We’ve talked about there being a lot of moving parts to get to work together. This means the customer needs to purchase the contact center solution pieces from multiple vendors. The PBX/ACD usually comes from one vendor, the IVR may be from another vendor, a multichannel routing solution, outbound dialer solution, email and chat solutions from other vendors, and the CTI middleware from yet another vendor. And of course the CRM application to manage the customer interaction from a CRM application vendor. In most multi-channel communications solutions for the contact center there are usually at least a minimum of 3 different vendors and often times 6-8 different vendors. This means lots of vendors competing for that contact center capital budget and heavy involvement by a systems integrator and multiple vendor solution experts. Dr. John Anton, noted contact center expert from Purdue University’s Call Center Business research , calls this a ‘multi-point’ solution contact center - - something which appears, even to a non-contact-center-expert, as confusing and complex!
  • BIC = Best in Class AVG = Average LAG = Laggard
  • BIC = Best in Class AVG = Average LAG = Laggard
  • Oracle provides our customers with the opportunity to better and more easily manage end to end communication with their customers with a complete Oracle Contact Center Solution. Integrated from the ground up, phone calls, IVR, e-mail, chat, web collaboration, fax, VOIP all work seamlessly together to get the right work to the right agent. By delivering the complete call demographic information to Oracle CRM products we are able to significantly improve on the agents
  • Clearly when we compare the multi-point contact center to the all-in-one contact center we see that we begin to address the challenges our customers face today. We simplify the complexity and risk of multi-point integrations, we extend the functionality via single-vendor multichannel communications and we innovate with unified communications and customer interaction management.
  • Where does this all come together – with Contact Center Anywhere. What does “Unified” and “Integrated by Design” mean? This means CCA is a communication platform providing a set of applications that were written from the ground up to work with one another natively. This is the key value proposition of the platform. Traditionally in order to achieve the broadness of the functionality picture here, contact centers required disparate pieces from many vendors to be woven together. We’ve discussed the complexities of multiple solutions from multiple vendors, and while many of these solutions exist in our partner ecosystem, with “pre-built integrations” the enterprise is still required to hook together these many moving parts during implementation and often times have to manage them separately going forward. This makes for costly, risk-filled contact center projects and systems integration that can cost over millions of dollars and months to over a year to accomplish for a full multichannel contact center. Contact Center Anywhere eliminates virtually all aspects of systems integration by tackling the most important contact center functions natively from the start.
  • While this is a challenging proposition for our competition, Oracle has the next generation, software based solution to meet the demands of today’s customers. Our competition are stuck in a legacy migration trap that makes it nearly impossible for them to keep up with the empowerment and flexibility that Oracle can offer.
  • You may wonder why we call the platform Contact Center Anywhere. It’s name is derived from the idea that we are able to take communications “FROM” anywhere and then route them “TO” anywhere. This implies that calls, voicemail, chats, faxes, emails etc. can come in from anywhere in the world and then be sent to agents who can also be anywhere in the world. This means agents can be distributed in multiple contact centers, or they can be at home or a combination of the two. That makes Contact Center Anywhere a “virtual” contact center platform. This virtual capability is especially important for large-scale corporate deployments where there may be many far-flung traditional contact centers – or in a hosted scenario, where a service provider will use Contact Center Anywhere as the basis for a subscriber service. In these “virtual” scenarios, Contact Center Anywhere is essentially an overlay network. This means you can layer Contact Center Anywhere on top of existing telecommunications infrastructure – including legacy PBXs or IP PBXs, Centrex, and ACDs – and use it to consolidate communications. So regardless of where the interactions are coming from and where the workers are who tackle them, Contact Center Anywhere acts as a global, distributed ACD and sophisticated communications network. Add to this its ability to record transactions, monitor and supervise and you start getting the picture of how powerful this platform is.
  • Before we acquired this technology, we had a really big hole in our delivery model that we didn’t control. With this acquisition, we have filled in a lot of technology blanks and can offer a much more complete end to end solution that is All from a Single supplier --Oracle – The benefits of this approach by Oracle is realized in increased ease of deployment and integration between CRM and Switching. There is also a significant on going benefit in support that makes cost of ownership lower and management easier year end and year out compounding the savings over time.
  • We are looking for the executives in the organization that manage the interactions with customers. They have the most to win or loose on the quality and flexibility of communications with end customers. They could be responsible for phone, e-mail, chat, web call back, predictive dialing, or IVR (self service) as communications mediums. These managers might also be looking for call recording or logging applications in addition to contact center functionality. This is built into CCA and comes for “free” with the rest of the application. These might be tagged as quality initiatives. In addition they could be looking for better economy supporting these business communications. They might be looking to build new centers, consolidate centers, move to home based agents, embrace virtual agents on any combination of the above as ways to create economy in their operations. Oracle CCA has the answer for all the above
  • The questions that you might use to qualify a prospect aren’t all that different than those you would use for CRM. They focus around customer communication and the reasons and methods a customer might reach out to the client contact center. Bottom line, “How do they get in touch with you?” and “What do you do when they call, e-mail, get hung up on the web site, etc.” Oracle CCA has an answer to each of these questions that the prospect should like. The integration of Customer Interaction Solutions and Customer Relationship Management solutions under the Umbrella of Oracle Products makes all the difference in the world on how our clients can communicate with their customers. We will make it easy to deploy, easy to manage, easy to be creative, and on top of that, less expensive to operate. All of these questions lead you to drill downs on pain points that the prospect is bound to be having. The more pain you can uncover, the easier it is to help make them well.
  • Since most people you will talk to have some investment in current infrastructure, there are some different questions you might find helpful for those users. Lots of our prospects did their last big upgrade 7 years ago with Y2K. They might not have done much to their call processing system in 7 years and are chomping at the bit to bring some new tools into their tired infrastructure. The questions here help get to the pain points for those people.
  • Speak for themselves.
  • In summary, if our customers are looking to eliminate complexity from your call center and would like to deploy a fully functional call center in record time and with maximum flexibility, consider Siebel CRM Call Center On Demand. It’s a single-vendor solution with pre-built CTI integrations to Oracle, PeopleSoft and Siebel CRM applications. With Call Center On Demand, you get the benefits of having an integrated call center without the integration complexity.
  • Success across verticals Verizon – Offers WebCenter as a managed Service like Siebel CCOD for thousands of agents Telstra – primary phone company in Australia offers Web Contact Center as a hosted platform for agents across Australia Telus – Offers CallCentreAnywhere across Canada for thousands of agents as a hosted multi-tenant platform Bank West – has their customer service department on CCA in Las Vegas Members 1 st Federal Credit Union – in Western PA is in the process of being installed Willow /Arise – is an outsourcer with 100% home based agents located across North America they have about 4000 agents under contract Weststat – was the first customer for CCA in 1998. They have 11 centers around the United states and support over 1000 agents University of Wisconsin – is part of a 28 agency deployment across the state of Wisconsin. They do ticket sales and other administrative operations for the University FDA – this application is deployed with the help desk for the FDA in Washington DC Raytheon Aircraft uses CCA with Siebel for tracking private Jets and maintaining relationship with owners. Grand & Toy Office Products – Sell and service customer accounts across Canada in a distributed call center of several hundred users.
  • There are lots of Contact Center code words and acronyms just as there are in any targeted market application. ACD = Automatic Call Distributor – The phone system either as a dedicated system (ACD) or integrated one (PBX based ACD Feature set.) IVR = Interactive Voice Response – this is the system that gives you your bank information when you touchtone or speak you account number and pin. CTI Link = Computer Telephony Integration Link – This is what we have traditionally relied on Genesys to do for tying CRM to Phone system for Screen pop and routing Skills Based Routing = Uses the proficiency of the agents and the skill requirements of the business application to route to the best agent Outbound Dialing = Single number dials by agent, preview dialing and Predictive dialing are all elements of Outbound dialing. We do them all. Web Chat = this is the ability to request chat help from the customers web site that is linked into the call center agent teams. Web Call Back = Like Web Chat, this allows the customer to request a call from the call center agent to help them over the phone with a question on the web site. Web Collaboration = Best leveraged with Web Chat allows the agent to help the customer navigate the web site while chatting and provides for pushing pages and sharing browser screens with the customer. Click to call = another name for Web Call Back Reporting = Built into CCA is standard contact Center reporting that automatically blends multi-media agent performance and work. Analytics = More extensive reporting can be delivered with Siebel Dashboards and Business Intelligence. VOIP = Voice over Internet Protocol provides for less expensive and more flexible delivery for contact center audio communications Quality Monitoring = CCA provides for this aspect of quality management in a real time supervisor role or recording and storage for later review by the Quality Assurance Team Agent Coaching = Supervisors can “whisper coach” which means speaking to the agent and the customer can’t hear as well as chat with the agent to guide them for training and development purposes. Multi-Site Consolidation = CCA can be delivered as a single system image across multiple customer sites providing for a single system to administer and manage Trojan Horse = CCA is a great product to get into a new customer that has competitors to Siebel, PS, JDE, or Oracle as it can work with just about any other off the shelf or home grown CRM application the customer uses.
  • Competition is a diverse grouping depending on the nature of how the point technology developed in the market place. While none of these companies can bring as complete an end to end solution as Oracle, the leaders in their respective point product categories make them formidable competitors if taken on individually for just their point solution. The broader the scope of functionality a prospect is looking for, the better Oracle’s value proposition will shine. This opens up a whole new share of customer wallet we have a chance to take our share of as these technical areas used to be what we gave away to other providers and in so doing complicated our deployment and integration with their API’s and points of integration. All Oracle keeps it simple and clean for customers and partners that do the installations.
  • Oracle’s acquisition of this product category changes some of the historical rules between Oracle / Siebel and it’s historical partners. We aren’t going to stop working with Avaya, Nortel, Genesys and others. However, now we do have a competitive product and can capture the revenue they have become used to getting as a result of a Siebel installation. Now rather than giving Avaya or Genesys the revenue, we can keep more money for ourselves and deliver a complete Oracle solution that is pre-integrated and supported by Oracle. We can work with other PBX’s too providing for a easy migration from legacy switches to new VOIP based infrastructure based on off the shelf hardware vs proprietary equipment from legacy manufacturers. Bottom line, we will work with them when we need to and can replace these systems and make more money when that makes more sense.
  • Our enterprise customers may already have many of these contact center capabilities, based on premise based equipment from multiple vendors. What they may not have is integration of these premise based systems (ACD, IVR, Skills-based routing) to their CRM applications. When we first started the projects to integrate CCOD to EBS and PeopleSoft applications we did a bit of research into our installed base, looking at customers who purchased the targeted apps (TeleService, TeleSales, PeopleSoft Support and HelpDesk) and what we found is that 75-80% of the customers, who use these applications in their contact centers, do not integrate their premise-based telephone platforms to their CRM app – they don’t add CTI! One of many reasons could be because these projects are complex, time consuming and risky.
  • One more thing to sell them

Oracle Acquired, Integrated, Offers Telephony@Work Products Oracle Acquired, Integrated, Offers Telephony@Work Products Presentation Transcript

  • <Insert Picture Here>Oracle Contact Center Anywhere:Go To Market – Sales OverviewJames Owens – BDM, Specialist Sales APAC
  • SAFE HARBOR STATEMENT The following is intended to outline our general product direction. It is intended for informationpurposes 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 decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.
  • CCA Sales OverviewWho: Oracle PartnersWhat: Oracle Contact Center AnywhereWhy: Sales enablement
  • Contact Center Anywhere• Oracle’s Best Kept Contact Center Secret <Insert Picture Here>• Customer Challenges Today• Capabilities and value drivers• Customer Success Studies• Tips to assist qualification• Questions? We stand Out !
  • Contact Centre Seat Outsourcing Number of Contact Center Agents Number of Outsourced contact center (Asia Pacific), 2000-2011 seats (Asia Pacific), 2000 - 2011 Contact Center Market: Attractive Locations Matrix (Asia Pacific), 2004 • Over 2 million Contact Centre Agents in APAC growing to 3 million • Up to 35% of all seats will be Outsourced • High growth markets (IN, CN, PH, MY, ID, TH) Source: Frost & Sullivan – Assessment of the Asia Pacific Contact Center Market - 2005 http://www.enterpriseinnovation.net/article.php?id_article=335&page=
  • Customer Challenges Today
  • Challenges within the Contact Center• Multiple vendors 60% Seamless Customer • Difficult to integrate 45% Communications 45% Require Integrated • Multiple databases Channels 30% 25%• Capital intensive 20% • Initial install 15% 5% 5% • Upgrades, moves, adds, and changes 0% • Re-integration required Preferred Channel• Communication channels not Phone Email Chat Web Self-Serve All Other integrated • Multichannel is the reality today • Multiple user interfaces (UIs) • Lack of channel integration affects • Agents working in several customer satisfaction and loyalty different applications and UIs• Complex computer telephony integration (CTI) • Disjointed business• Static agents processes • Lack of consolidated reporting
  • A Typical Multi-Point Solution Contact Center Source: A Comparison of All-in-One versus Multi-Point Contact Center Solutions – Dr. John Anton, Bruce Belfiore
  • Pressure for Change• Increase agent productivity to the benchmark 75% utilisation• Reduce direct and indirect costs associated with the contact centre• Support distributed agent workforce• Support multiple campaigns over various time zones
  • Strategies to Increase Performance• Increased use of Self Service such as Interactive Voice Response (IVR)• Increase support requests via the world wide web• Distribute contact centre to additional locations away from the central hub and/or cater for remote workers• Distribute communication Points of Presence (POP’s) to campaign locales• Centralise communications into single manageable queue
  • Oracle Makes It Simple! Integrated by Design • Single system Image for all media functions • Common Queue for all media types • Multi-Media support built in to all channels of communication • Skills based Routing for all Media types – Built in. • Right work to the Right Agent maximizes agent productivity • CTI Routing with Customer Information built into all media • Cross media customer interaction history tied to CRM • Integrated Management, Supervision and Recording
  • Key Findings From Benchmark Portal A Comparison of All-in-One vs. Multi-Point Contact Center Solutions• Integration is simplified, and the ability to leverage the functionality of various applications is enhanced with all-in-one offerings.• The ongoing addition of new technology, applications, and functionality is significantly easier for customers who have deployed an all-in-one solution versus those with multi- point products.• As a whole, contact centers recognize the value of reducing the number of vendors they must deal with in the deployment and maintenance of contact center technology. Source: A Comparison of All-in-One versus Multi-Point Contact Center Solutions – Dr. John Anton, Bruce Belfiore
  • Introducing Oracle Contact Center Anywhere Unified and Integrated By DesignCONSISTENT SERVICE ACROSS ALL COMMUNICATIONS CHANNELS / UNIFIED QUEUING / WEIGHTED SKILLS-BASED ROUTING
  • The Marriage of CIM and CRM• Contact Centre becomes natural extension of CRM Contact application On Demand Telcos CRM• Delivered through all & On Demand Oracle CRM applications: BPOs • Oracle E-Business Suite • PeopleSoft Oracle Contact Center • Siebel PeopleSoft Anywhere Siebel CRM HelpDesk 7.x or 8.x • CRM OnDemand • Oracle Fusion• Instant computer Oracle PeopleSoft telephony integration Support E-Business (CTI) and multi-channel Suite capabilities• Single-vendor approach
  • Why is it called Contact Center Anywhere?• The system takes communications FROM anywhere• And routes them TO anywhere • Multi-dimensional routing • Multichannel communications • Built-in IVR • Built-in quality monitoring • Instant Provisioning • Multi-site or single-site • Voice Over IP and PSTN • A carrier grade platform • Web services interfaces
  • CCA fills a large holeBusiness Tele- Tele- Sales Service Marketing HelpDeskRequirement Marketing Service Oracle Call Center Anywhere PlatformCRM • Integrated Multi-ChannelApplication Platform (Voice, Email, Oracle’s Call Center Anywhere Platform Chat, Fax, etc)Integrated • Leverages Sun’s JavaMulti-MediaPlatform Voice Voicemail Email Chat Fax IVR PBX framework and native environment PSTN/ ACD Computer Telephony Power Dialer Predictive Recording/ Dialer Monitoring Reporting VoIP • Implements in months vs. years (lower costs) • The centerpiece of Oracle’s Contact CenterDeploymentOption Oracle On Demand Oracle On-Premise Service Provider Multi-Tenant Strategy & Fusion On Demand Multi-Tenant Single Tenant (Outsourcer) Architecture
  • Customer Advantages with Oracle• Redundancy • Improve System Performance through 99.999% availability of the contact centre• Improve First Call Resolution • 360 View of Customer Interactions and History • Single Agent Interface • Cost Savings + Improved Customer Satisfaction• Measure / Track Agent Performance • Onsite, Remote or Work at Home agents• Expand hours of live coverage • Overflow to Outsourcers• Multi Tenant • Single system instance supports entire organisation or deploy as hosted service• Transactional pricing • Only pay for call consumption per annum, no limit on seat or concurrent users• Reduce Risk • Time to deploy contact centre’s can be achieved in less than 30 days
  • Communications &Financial Services: Insurance: Others: Education:
  • <Insert Picture Here>Oracle Contact Center AnywhereQualification Questions
  • Who do you call on?• Anyone with “customer”, “service”, or “support” in the title.• Chief Operating Officer• Chief Executive Officer• Tele-sales manager for companies who get a lot of inbound or make outbound sales calls.
  • Lead Questions:• How do your customers contact you? Calls? E-mails? Website?• How effective are your agents interacting with your customers?• How do your agents know who is calling in, when was the last time they called, what products do they own, and if this is a high priority customer?• Are you customer interactions suffering as a result of disjointed communications channels and inconsistent service?• Would it benefit your agents to get a screen pop with all of the callers history and information.• Do you currently have telephony equipment that routes calls to your agents based on routing rules? Would that benefit you?• How about the ability to queue calls until the next available agent
  • Lead Questions if they have an existing call center telephony equipment.• Are you happy with your current call center equipment and capabilities?• Have you integrated your call center telephony to your CRM application?• Would it benefit your agents to be able to have a screen pop of the callers information?• Would it be helpful if your agents could work from home?• Does your current call center support multiple channels (email, voice, and web)?• Would you like to lower the total cost of ownership for your contact center?• Is your current system more than 4 years old?• Do you need to consolidate multiple centers in to one operation?
  • Elevator PitchesA. Oracle Contact Center Anywhere is a pre-integrated multi-media product that delivers Phone, E-mail, Web Chat, Web Call Back, IVR and other Functions in a single interface. This integration enables you to launch and manage fully functional contact centers far more quickly and at a significantly lower cost, whether you are a small business or a multi-site enterprise.B. Bringing multi-media into a contact center can prove cost- prohibitive and resource-intensive for many companies. Yet you’re committed to providing your customers with a personalized multi-channel communications experience across sales, marketing, and service interactions. Oracle Contact Center Anywhere provides world-class support channels without the pain and expense of integrating multiple systems from different vendors to deliver the experience your customers want.
  • The key business benefits of Oracle Contact Center Anywhere are:• Single Vendor – Oracle• Lower initial deployment, ownership, maintenance, and per call costs.• Reduced Contact Center complexity• No disruption to your existing Oracle CRM investment• Increased customer satisfaction and agent productivity• Cost-effective approach to enabling a virtual call center
  • More BenefitsContact Center Anywhere with Pre-built Integrations Contact Center Anywhere easily Integrates and Contact Center Anywhere easily Integrates and seamlessly links call center communications to your seamlessly links call center communications to your Oracle, PeopleSoft, or Siebel enterprise contact center Oracle, PeopleSoft, or Siebel enterprise contact center applications applications Enables you to…  Reduce capital and per-call costs  Eliminate telecommunications complexity  Rapidly deploy call center features  Avoid fragmented customer Interactions
  • Overcoming Initial Objections - #1We don’t have an active project for integrating CTI to CRM at this time. • You may not have an active project for integrating your current premise based PBX/ACD as this has historically been very expensive and time consuming. However with Oracle’s end to end solution, we remove the risk and significantly shorten the time to get you the benefits of integration, Faster handle time, better agent information, and ultimately happier customers. • When you remove the risk of multi-vendor decisions that make screen pop expensive to deploy, you can more readily see the value of saving time on every call by pre-fetching customer information to help agents meet customer needs. • With Contact Center Anywhere integrated to the Oracle app your agents are already using in the call center you can add call center features quickly and easily and begin to improve the customer experience and agent productivity.
  • Overcoming Initial Objections - #2I don’t want to make any changes to my existing telephone platform. IT /Telecom will never go for this (and may be threatened!) • If you want to keep using your existing equipment for voice delivery, that works fine in our solution. The benefit is you also get chat, e-mail, voicemail, web call back and collaboration along with recording, coaching and quality monitoring applications all rolled in. In many cases implementing Contact Center Anywhere can extend the life of your PBX. • With all the stress placed on IT these days, Oracle is offering with Contact Center Anywhere a way to make their management of infrastructure easier with provisioning for all functions in a single browser based tool. This will make learning and managing faster and easier for IT while potentially leveraging existing equipment. • Oracle Contact Center Anywhere is intended to be an empowering technology for end users. If you as a business owner want more control of your day to day operations, this is the product for you. With menu oriented provisioning, you don’t have to be an IT programmer to manage your own environment. We give you back control of your environment.
  • Overcoming Initial Objections - #3I didn’t know Oracle was in the ACD (IVR, Chat, e-mail, etc… business? • As you likely have read, Oracle has been buying a number of strategic businesses over the last year to expand our product offerings to customers. This product area is one of them filling a gap between customers inquiry and CRM. Contact Center Anywhere was first deployed in our own Siebel CCOD platform and now we are offering it to Enterprise customers with integration to our other applications. • Oracle feels that providing a more complete end to end solution from a single supplier is what our customers are asking for. To meet that desire, we bought this product to provide CRM extension to the phone call, e-mail or chat – effectively extending CRM to the ringing phone. Knowing who your customers are from the first ring allows Oracle to deliver a higher level of service from that point forward. Your customers will like the higher level of service and your agents will appreciate the ease of use from a single supplier.
  • Proven SuccessCommunications EducationService Providers S t at e of W iscon sinFinancial Services Public Sector Outsourcers Manufacturing Insurance Retail/Consumer
  • What to look for at your customers Oracle Contact Center Anywhere Skills CTI Outbound ACD IVR Based Link Dialing Routing Web Web Click toWeb Chat Call Reporting Analytics Collaboration Call Back Quality Agent Multi-Site Trojan VOIP Monitoring Coaching Consolidation Horse
  • Segments When you customer is upset with these suppliers – Call us!!Switch IVR E-serviceAvaya Intervoice Live personNortel Periphonics (Nortel) KanaAspect Conversant (Avaya) eGainAlcatel GenesysSiemens CiscoCiscoInteractive Intelligence HostingeOn Five 9’s CTISyntellect Echopass Genesys UCN Avaya Contaxtual Nortel
  • Coopitition• Oracle Contact Center Anywhere is a premise based or managed service that replaces Avaya, Nortel, Aspect, or other ACD platforms.• Oracle now can sell our own call center switch vs have to hassle with integration the issues that come with that effort.• While we can co-exist with PBX’s, we replace the ACD software with Oracle’s own integrated multi-media, multi tenant, skills based routing engine.• We replace Genesys or other CTI solutions with built in and pre-integrated CTI multi-media features.
  • Translating Capabilities into Benefits• Link on-premise E-Business, PeopleSoft and Siebel CRM applications for rapid deployment of contact center features• Pre-built integration speeds deployment and realization of benefits.• Oracle Contact Center Anywhere provides the following integrated features “out-of-the-box”: Capabilities Benefit Computer Telephony Integration (CTI) Agent “screen pop” with customer call data Interactive Voice Response (IVR) Efficient collection of pertinent customer information eliminates repeat requests for information “Enter your SR number now…” Automatic Call Distribution (ACD) Route calls based on agent skills and availability Skills-based routing Customer reach the most appropriate agent each time Communications Toolbar Graphical call controls for call acceptance and transfers Supervisor Features Record, monitor and coach agents for quality assurance Real-time Report and Statistics Real-time insight into contact center activities
  • Availability, License & Support Availability• Oracle Contact Center Anywhere Version 8.1 is current shipping release• Installed base moving from Version 7 to Version 8.1 over the next months• Integration to Siebel via CTI tool bar in Enterprise License• Perpetual Right to use license available in two different options • Named Agents • Names in the Agent database @ $2,500 each • Transaction Bundles • Perpetual use transactions bundles of 1000 for $160 per Bundle • Starting pack is 400,000 transaction (US$64K) then 22% annually to maintain 400,000 transaction minimum • Transactions are cross media in any combination Support• Oracle Consulting and Partners deliver integration and deployment solutions.
  • Who is a Good Prospect?• Prospects that have 50 agents or More (but solution is fine for 1+)• Prospects looking for phone, e-mail, chat, web blending of customer communications channels• Customers that have more than one Site and want to manage one system covering them all• Customers looking for “Cradle to Grave” reporting• Customers that are looking for a remote agent or virtual agent migration strategy• Prospects considering Voice over IP (VOIP) migrations in their communications infrastructure• Customers that Love Oracle and want to buy more of our products
  • What Problems Are Customer Trying to Address?• Tight budgets – no money for capital upgrades to the phone system, to buy a CTI product or pay for services to integrate CRM to the phone system• Complexity of CTI integrations • Multiple vendors need to work together • I need to upgrade my phone system • I have to figure out what “CTI Middleware” partner to go with • Does anyone have a pre-built “adapter” or “connector” from my PBX to my CRM app?• Customer satisfaction – are their agents asking customers to repeat information (such as customer ID or service request number) that the customer already entered into the IVR?• IT department has tough time prioritizing these kinds of projects• Fear of multi-vendor finger pointing, Support complexity – you’ve done some of these kinds of projects and all the vendors involved tell you something different• Agent productivity – how much time would you save if your agent didn’t have to search for every customer record or SR? Show them how you solve their
  • Customer Advantages with OracleIntegrates Communications Systems and CRM into a Single Solution• Intelligently Route Customer Communications to the right place • “Know” who your customer is • Increase Up-sell / Cross-sell• Improve First Call Resolution • 360 View of Customer Interactions and History • Single Agent Interface • Cost Savings + Improved Customer Satisfaction• Measure the Response/Success of Campaigns• Measure / Track Agent Performance • Onsite, or Work@Home agents• Expand hours of live coverage • Overflow to Outsourcers