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Oracle Service Cloud overview

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Oracle Service Cloud overview

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Oracle Service Cloud overview

  1. 1. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Modern Customer Service Solution Overview Bang Ta Applications Sales Manager Oracle CX Cloud
  2. 2. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Agenda Business Imperative Solution Overview Customer Success 1 2 3
  3. 3. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Achieve Sustainable Growth & Profit INCREASE OPPORTUNITIES IMPROVE CONVERSIONS DRIVE MORE SALES ACQUISITION (INCREASE REVENUE) INCREASE SATISFACTION IMPROVE LOYALTY DRIVE HIGHER ADVOCACY RETENTION (STRENGTHEN RELATIONSHIPS) INCREASE PRODUCTIVITY IMPROVE SELF SERVICE DECREASE OPERATION COSTS EFFICIENCY (LOWER EFFORT)
  4. 4. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Some Things Haven't Changed “A business absolutely devoted to service will have only one worry about profits. They will be embarrassingly large.” Henry Ford > founder of the Ford Motor Company reason to recommend a company: is still Outstanding Service*#1
  5. 5. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Some Thing’s Have Changed Forever 1980s 1990s 2000s 2010s Empowered Customers Digital is Humanized Knowledge Everywhere Internet of Things Mobile as Primary Channel Cross-Channel Service WHAT’S NEXT Harder To Differentiate, Compete & Win Channels, Devices, Technologies & Behaviors
  6. 6. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. More Channels, More Choice, More Access 1 channel 2 channels 3 channels 4 channels 5 or more channels 25% of consumers use less than 3 channels 75% of consumers use 3 or more channels *Source: Ovum Most Customers Cross Many Channels
  7. 7. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. What Customers Expect Has Evolved And Someone Will Deliver  Access on their terms  Consistent information  A clear path to an agent  Know the facts about them  Don’t make them repeat  Access to their peers On Every Channel
  8. 8. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Become A Modern Customer Service Organization Modern Customer Service Engage Customers Make it easy for customers to engage with your brand 1 2 Empower Employees Make it easy to serve customers 3 Adapt Quickly Easily adapt to the changing needs of your business
  9. 9. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Agenda Business Imperative Solution Overview Customer Success 1 2 3
  10. 10. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. ORACLE COMMERCE CLOUD ORACLE SALES CLOUD ORACLE MARKETING CLOUD ORACLE SERVICE CLOUD ORACLE SOCIAL CLOUD Cross Channel Contact Center Knowledge Management Web Customer Service Policy Automation Service Cloud Platform Field Service Management The Oracle CX Portfolio
  11. 11. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Cross Channel Contact Center Knowledge Management Web Customer Service Policy Automation Service Cloud Platform Field Service Management
  12. 12. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Social Self-Service Leverage the Power of Customer Knowledge Web Customer Service Email Support Complete Email Response Management Live Chat Industry Leading Chat & Proactive Chat Self-Service Pixel Perfect Support Sites and Widgets Smart Engagement Guides & Troubleshooters Integrated Knowledge Single Knowledgebase Across All Channels Mobile Self-Service Global Device Support Co-Browse In Depth Agent Assistance Connected, Engaging & Personal
  13. 13. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Web Customer Service Web & Mobile Self-Service Social Self-Service Live Chat & Co-Browse Email Support Smart Engagement Industry Leading Self-Service Flexible Self-Service • From support sites to widgets, deliver knowledge where it’s needed most Pixel Perfect Branding • Match the look and feel of your brand with ease Mobile Customer Service • Deliver self-service on mobile devices around the globe Integrated Assisted Service • Provide access to live help when your customers need it
  14. 14. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Web Customer Service Web & Mobile Self-Service Social Self-Service Live Chat & Co-Browse Email Support Smart Engagement Example Customer Sites { 4M sessions/mo } { 9.5M sessions/mo } { 5M sessions/mo } { 9M sessions/mo } { 8M sessions/mo } { 2M sessions/mo } { 4.5M sessions/mo } { 5M sessions/mo }
  15. 15. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Web Customer Service Web & Mobile Self-Service Social Self-Service Live Chat & Co-Browse Email Support Smart Engagement The Power of Customer Knowledge Self-Service for Facebook • Connect and engage with your customers in the web’s largest community Community • Create a community where customers can help each other • Moderate and identify best answers • Add ideation community spaces where customers can share ideas for new products & services
  16. 16. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Web Customer Service Web & Mobile Self-Service Social Self-Service Live Chat & Co-Browse Email Support Smart Engagement Live Agent Assistance Live Chat • Augment self-service with live agent assistance • Deliver via web & mobile • Commerce ready (PCI Compliant) Proactive Engagement • Leverage real time behavior & customer history to determine when to invite customers to chat Co-Browse • Enable agents to co-browse with customers when needed
  17. 17. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Web Customer Service Web & Mobile Self-Service Social Self-Service Live Chat & Co-Browse Email Support Smart Engagement Efficient & Effective Email Management Email Management • Route and manage inbound emails • Define rich HTML responses, add personalized content and track clicks Ask a Question • Enable customers to submit questions directly from your support site Agent Efficiency • Automate escalations & workflow • Leverage Standard Text for fast and consistent responses • Use SmartAssistant to recommend the best answer
  18. 18. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Web Customer Service Web & Mobile Self-Service Social Self-Service Live Chat & Co-Browse Email Support Smart Engagement Intelligent Assistance Guided Assistance • Provide step-by-step troubleshooting • Create guides quickly and easily SmartAssistant • Recommend the best answer based on a customer question • Reduce inbound escalations by up to 30% Intelligent Routing • Leverage real time behavior and agent skills to match the right agent with the right customer
  19. 19. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Cross Channel Contact Center Knowledge Management Web Customer Service Policy Automation Service Cloud Platform Field Service Management
  20. 20. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Unified Desktop Integrate Applications to a Single Desktop Telephony Control Media Control Toolbar & Screen Pop Case Management Intelligent Queuing & Routing, Escalation & Collaboration Guided Resolution Interaction Workflow & Agent Scripting Social Engagement Social Customer Profiles & Monitoring Analytics Role Based Reports & Dashboards Customer Engagement Customer Feedback & Proactive Communications Integrated Knowledge Single Knowledgebase Across All Channels Mobile Desktop Anywhere, Anytime Contact Center Adaptable, Unified, Empowering
  21. 21. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Cross-Channel Contact Center Case Management Guided Resolution Social Engagement Customer Engagement Analytics Telephony Control Unified Agent Desktop Mobile Desktop Multi-Channel Case Management Case Management • Manage cases across channels • Capture & track key case information • Use agent productivity tools such as standard text to reduce handle times Accounts & Contacts • Keep key account & contact information up to date • Track asset ownership and detailed product configurations by customer Contracts & SLAs • Define and track customer contracts and SLAs • Ensure SLA adherence and track organizational performance
  22. 22. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Cross-Channel Contact Center Case Management Guided Resolution Social Engagement Customer Engagement Analytics Telephony Control Unified Agent Desktop Mobile Desktop Intelligent Queuing & Routing Queuing & Routing • Create & manage multi-channel queues based on agent availability • Leverage rules and workflow to automate routing & escalations • Balance workloads using standard assignment and round-robin queuing Experience Routing* • Leverage skills-based routing to match the best agent to the customer • Simplify your queue management with fewer queues and rules • Prioritize routing strategically by customer segment * Currently available for the chat channel. Additional channels coming soon.
  23. 23. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Cross-Channel Contact Center Case Management Guided Resolution Social Engagement Customer Engagement Analytics Telephony Control Unified Agent Desktop Mobile Desktop Agent Collaboration • Enable your agents to work to together to solve cases • Pre-filter and find experts based on skills and case information • Prioritize collaboration invitations to ensure important cases are worked Anyone, Anywhere, Anytime • Collaborate with experts wherever they are with the mobile desktop Find Solutions • Search collaboration thread histories to find solutions • Identify key collaboration threads & move solutions to the knowledgebase Leverage Experts Across the Enterprise
  24. 24. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Cross-Channel Contact Center Case Management Guided Resolution Social Engagement Customer Engagement Analytics Telephony Control Unified Agent Desktop Mobile Desktop The Contextual Desktop Contextual Workspaces • Simplify workspaces to show only what’s needed during an interaction • Guide agents through each step of a process Interaction Workflow • Save time and improve quality by automating tasks Agent Scripting • Leverage scripting to turn every agent into your best agent • Improve agent performance in high turnover environments
  25. 25. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Cross-Channel Contact Center Case Management Guided Resolution Social Engagement Customer Engagement Analytics Telephony Control Unified Agent Desktop Mobile Desktop Proactive Social Customer Service Social Monitor • Search the social web to find customers in search of answers • Identify & escalate posts to be worked as cases • Post a reply to quickly solve customer issues & avoid negative sentiment • Monitor Twitter, Facebook, YouTube and any social site with an RSS feed Social Profile • Understand customer interests • Leverage social learnings and provide personalized service
  26. 26. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Cross-Channel Contact Center Case Management Guided Resolution Social Engagement Customer Engagement Analytics Telephony Control Unified Agent Desktop Mobile Desktop Customer Communications & Feedback Proactive Communications • Schedule and trigger customer communications & newsletters • Segment customers based on value, behavior and interests • Track responses, clicks, and understand email deliverability Voice of the Customer • Capture & track valuable customer feedback and satisfaction • Design & create surveys to be delivered across multiple channels • Automate next steps and follow-ups
  27. 27. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Cross-Channel Contact Center Case Management Guided Resolution Social Engagement Customer Engagement Analytics Telephony Control Unified Agent Desktop Mobile Desktop Business & Customer Insights Role-Based Dashboards • Leverage 1000 prebuilt best practice reports & dashboards • Tailored for agents, managers and executives Designers for Business Users • Drag and drop to create custom reports & dashboards with ease • Control report access through profiles In-Context Analytics • Slice, filter and drill into data directly in application views and lists
  28. 28. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Cross-Channel Contact Center Case Management Guided Resolution Social Engagement Customer Engagement Analytics Telephony Control Unified Agent Desktop Mobile Desktop Leading Telephony Integration Direct Telephony Control • Leverage complete telephony control directly on the desktop • Pre-built media control bar provides all session controls • Combine with interaction workflows and call scripts Partner Enabled Integration • Integrate to traditional on-premise switches as well as cloud-based telephony
  29. 29. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Cross-Channel Contact Center Case Management Guided Resolution Social Engagement Customer Engagement Analytics Telephony Control Unified Agent Desktop Mobile Desktop Single Platform, Highly Configurable Unify Your Applications • Eliminate “swivel integration” • Leverage key integration technology to bring applications together • Integrate behind the firewall when necessary Unified Agent Desktop reduces call handling time from 13 minutes to 4 minutes.
  30. 30. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Cross-Channel Contact Center Case Management Guided Resolution Social Engagement Customer Engagement Analytics Telephony Control Unified Agent Desktop Mobile Desktop Un-tether from the Contact Center Rapid Resolution • Respond anywhere, anytime • Optimized layout & gestures • Dedicated mobile app for iOS (Android coming soon) Not Just For Agents • Leverage experts outside the contact center, roaming & at-home agents • Provide managers with instant insight into operations Design Once • No need to rework views for mobile devices including custom workspaces
  31. 31. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Cross Channel Contact Center Knowledge Management Web Customer Service Policy Automation Service Cloud Platform Field Service Management
  32. 32. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Search Context Sensitive & Self-Learning Content Authoring Creation Workflow, Versioning & Security Guided Knowledge Context Driven Guides & Troubleshooters Knowledge Everywhere APIs to Deliver Knowledge Where It’s Needed Analytics KPIs, Usage & Effectiveness Smart Assistant Best Answer Suggestions Authoring Collaboration Peer-Assisted Answer Creation Social Knowledge Combine Company Knowledge With Community Knowledge Integrated Knowledge Single Knowledgebase Across All Channels & Oracle CX Knowledge Management Intelligent, Insightful, Everywhere
  33. 33. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Knowledge Management Content Authoring Search Guided Knowledge Knowledge Analytics Integrated to Oracle CX Knowledge APIs Author Once, Deploy Everywhere Authoring Workflow • Adhere to KCS authoring principles • Collaborate with peers to create content and track version history • Ensure content consistency with templates and layouts Access & Security • Control visibility to knowledge articles by public, private and group access Global Scale • Author and manage content across multiple languages • Publish content by brand or region
  34. 34. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Knowledge Management Content Authoring Search Guided Knowledge Knowledge Analytics Integrated to Oracle CX Knowledge APIs Contextual, Self-Learning Search Natural Language Search • Search using full sentences to improve search context and relevancy • Enable search in multiple languages with built-in multi-lingual dictionaries Self-Learning • Leverage self-learning capabilities to bubble the best answers to the top Federated Search • Search across multiple knowledge repositories simultaneously – regardless of location
  35. 35. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Knowledge Management Content Authoring Search Guided Knowledge Knowledge Analytics Integrated to Oracle CX Knowledge APIs The Right Answer, The First Time AnswerFlow • Use inputs from other systems (such as a diagnostic system) to help determine the right answer Guided Assistance • Provide step-by-step troubleshooting • Create guides quickly and easily SmartAssistant • Recommend the best answer based on a customer question • Reduce inbound escalations by up to 30%
  36. 36. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Knowledge Management Content Authoring Search Guided Knowledge Knowledge Analytics Integrated to Oracle CX Knowledge APIs Insight Into Knowledge Effectiveness Dashboards & Reports • Gain insight into how knowledge is being used • Understand which knowledge articles are successfully helping customers • Track how knowledge is being authoring & published • Leverage built-in Knowledge Centric Service (KCS) reports AnswerFlow Analytics • Understand which paths are being followed by customers • Determine how inputs are influencing answer outcomes
  37. 37. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Knowledge Management Content Authoring Search Guided Knowledge Knowledge Analytics Integrated to Oracle CX Knowledge APIs Single Knowledgebase Across All Apps Integrated Across CX • Access to the same knowledge regardless of application • Never waste time authoring the same content twice • Leverage pre-built integrations to Siebel, EBS & CX Cloud Applications
  38. 38. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Knowledge Management Content Authoring Search Guided Knowledge Knowledge Analytics Integrated to Oracle CX Knowledge APIs Knowledge Everywhere Open APIs • Leverage standards-based, web services APIs • Access knowledge from any device or system Embedded Knowledge • Embed knowledge where its needed – directly in a product, appliance, game console or mobile app • Use product or appliance context to pre-filter knowledge and provide relevant answers • Eliminate the need to switch to a PC to find answers
  39. 39. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Cross Channel Contact Center Knowledge Management Web Customer Service Policy Automation Service Cloud Platform Field Service Management
  40. 40. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Policy Automation Policy Services Integration APIs & Mobile Deployment Dynamic Interviews Personalized Advice and Decision Explanations Compliance Management Policy Auditing & Decision Tracking Policy Lifecycle Change Management & Deployment History Rule Modeling Model, Share & Update Policy Rules Policy Analytics What-If Analysis & Reporting Dynamic, Compliant & Transparent
  41. 41. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Policy Automation Dynamic Interviews Rule Modeling Compliance Management Policy Lifecycle Policy Services Policy Analytics Personalize Your Customer Interactions Personalized Advice • Provide precise advice tailored for each customer • Collect customer data more accurately and efficiently Intelligent Interviews • Build and pre-fill Interviews to only show relevant data and fields Cross Channel Consistency • Ensure a consistent experience regardless of channel – self-service, call center, mobile, or in-person Personalized Explanations • Provide documents that record and explain decisions
  42. 42. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Policy Automation Dynamic Interviews Rule Modeling Compliance Management Policy Lifecycle Policy Services Policy Analytics Empower Policy Experts Natural Language Policy Capture • Model rules in Word and Excel • Share easily with any policy expert Intuitive Interviews • Design interview layout and organize interactive advice screen Policy Debugging • Test before deploying Built-in Data Mapping • Out of the Box Integration to Oracle Service Cloud • Easily map to data in other systems
  43. 43. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Policy Automation Dynamic Interviews Rule Modeling Compliance Management Policy Lifecycle Policy Services Policy Analytics Build Trust Through Transparency Policy History Tracking • Empower agents to explain why a decision was made • Avoid customer complaints Handle New Obligations • Easily manage changes using the structure and wording of the source material Decision Audit Reports • Empower auditors with detailed explanations of how each rule was applied for every customer decision • View easily in a report
  44. 44. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Policy Automation Dynamic Interviews Rule Modeling Compliance Management Policy Lifecycle Policy Services Policy Analytics Reduce the Complexity of Policies Policy Quality • Leverage built-in quality tools to ensure policy changes converge quickly Multi-language Support • Create policies in your customer’s preferred language with streamlined translation management Seamless Collaboration • Collaborate between stakeholders • Avoid conflicts • Share changes • Deploy the latest policies quickly
  45. 45. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Policy Automation Dynamic Interviews Rule Modeling Compliance Management Policy Lifecycle Policy Services Policy Analytics Deliver Consistent Policies Easy to Integrate • Integrate decision making with standard APIs to other applications or processes • Deliver consistency across legacy and cloud architectures Mobile Ready • Deploy interviews to mobile devices • Deliver policies to all parts of your organization
  46. 46. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Policy Automation Dynamic Interviews Rule Modeling Compliance Management Policy Lifecycle Policy Services Policy Analytics Understand the Impact of Policy Changes Understand Impact of Revisions • Easily analyze new or changes policies • View the impact as it relates to each of your customers prior to changing Policy Refinement • Analyze and adapt policy outcomes to avoid unexpected results • Provide feedback to policy makers What-if Analysis • View potential policy outcomes and impacts • See outcomes side-by-side
  47. 47. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Cross Channel Contact Center Knowledge Management Web Customer Service Policy Automation Service Cloud Platform Field Service Management
  48. 48. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Core Manage Monitor and manage your field operations Capacity Management Predictive planning to enable resource optimization Field Collaboration Connect field and back- office teams Smart Location View the route and location of field resources Routing Routing using unique optimization automation Communication Proactively inform customers, teams and co-workers Mobility Access to everything needed in the field Field Service Management Fast, Timely Field Service Engagements
  49. 49. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Time-based, self-learning, predictive technology Time-based • Every activity is measured in real time for each unique individual field service employee – an ongoing time-motion study Self-learning • The solution learns the historical performance of each employee and creates a unique performance pattern profile, or “work fingerprint,” which is continually updated over time, ensuring work is always optimized Predictive • Leveraging these unique patterns, the solution predicts, with 98 percent accuracy, when an employee will start and complete each job Field service management 360 view
  50. 50. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Field Service Management Capacity Management Routing Core Manage Mobility Smart Location Field Collaboration Communication Right-size the field force • Avoid the risk of over- or under- booking capacity • Adjust quotas based on current business needs • Reduce or eliminate overtime Visualize capacity • Displays how much work can be completed each day based on available resources, skills, work zones and work types • See available capacity in map view • On-the-fly quota adjustment Maximize Available Resources
  51. 51. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Field Service Management Capacity Management Routing Core Manage Mobility Smart Location Field Collaboration Communication Accelerate business • Route 10,000 appointments to 1,000 techs in just 4 minutes Intelligently assign work • Make assignments based on SLAs, skills, location, availability • Run simultaneous routing plans for different divisions • Compare multiple plan results with routing visualization displays • Adjust route configuration to meet specific business objectives • Reduce costs by reducing drive time, overtime and missed appointments The right person to the right place at the right time
  52. 52. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Field Service Management Capacity Management Routing Core Manage Mobility Smart Location Field Collaboration Communication Holistic, real-time functionality • Hub for tech, work order and SLA management with predictive view of current and future work activity • On-screen exception management • Drag-and-drop assign/re-assign jobs Increased customer satisfaction • Optimization frees dispatch to focus on high-priority work or exception management • Higher percentage of appointments are completed within committed service window Improve Visibility, On-time Arrival and Efficiency
  53. 53. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Field Service Management Capacity Management Routing Core Manage Mobility Smart Location Field Collaboration Communication Unmatched mobility • Supports BYOD with HTML5-powered mobile app accessible on any device • Full availability offline • Techs get instant access to latest version of application • In-house and contract employees use same app Empower the field • Employees have the right information to complete more jobs faster • Signature- and photo-capture capabilities to enhance productivity and safety Empower Field Employees
  54. 54. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Field Service Management Capacity Management Routing Core Manage Mobility Smart Location Field Collaboration Communication Compliance and security • Real-time monitoring • Identify unplanned stops and inaccurate reporting instantly with visual alerts • Increase employee safety, especially in remote areas Flexibility • Integrates with vehicle-installed or mobile device location services • Accommodates multiple geo-location feeds for a single tech • Inexpensively track location of contractors through mobile device Monitor Resources for Compliance and Safety
  55. 55. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Field Service Management Capacity Management Routing Core Manage Mobility Smart Location Field Collaboration Communication Context aware • Automatically connect users based on contextual and location based information • Context-driven chat between any system user Streamlined communication • Peer-to-peer collaboration in the field • Familiar chat interface with simple drag-and-drop functionality for quick adoption • Log and time-stamp all communications Connect, Communicate and Share in the Field
  56. 56. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Field Service Management Capacity Management Routing Core Manage Mobility Smart Location Field Collaboration Communication Start-to-finish, multi-channel communication • Automate communication with customer day before, day of and post- appointment • Communicate via text, email, voice, web • Automate post-appointment surveys Build customer satisfaction • Significantly reduce no-shows • Keep customers informed through their preferred channel • Reduce volume of inbound “Where’s my tech?” inquiries Proactively Inform Customers Across Channels
  57. 57. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Cross Channel Contact Center Knowledge Management Web Customer Service Policy Automation Service Cloud Platform Field Service Management
  58. 58. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Extensibility Extend Applications to Meet Business Needs Agent Experience Design Configure the Desktop to Improve Agent Effectiveness Customer Experience Design Ensure Brand Consistency Across Channels Integration Open, Standards-Based Integration Technologies Cloud Delivery Secure, Reliable, Redundant Connected CX Suite Sales, Marketing, Commerce, Social Site & Operations Management Monitor, Test & Control Global Scale 34 Languages 9 Hosting Centers Service Cloud Platform Flexible, Scalable, Reliable
  59. 59. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Service Cloud Platform Application Platform Agent Experience Design Customer Experience Design Extensibility Integration Cloud Delivery Site & Operations Management Global Scale Agent & Customer Design • Leverage designers built for business users to customize the experience Integration & Extensibility • Integrate using open standards technology & extend applications to meet business needs Cloud Operations & Delivery • Monitor, test and control your site(s) with visibility into the entire implementation • Trust mission critical levels of security, reliability and data redundancy Flexibility and Proven Performance
  60. 60. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Service Cloud Platform Application Platform Agent Experience Design Customer Experience Design Extensibility Integration Cloud Delivery Site & Operations Management Global Scale Agent Experience Design for Business Users Experience Designers • Leverage an array of designers to configure your own custom app • Build screens and views simply by dragging and dropping elements • Control interaction flow, trigger events & define access by profile Developer Tools • Leverage add-ins to create new UI functionality, automate UI behavior & integrate behind the firewall • Use the JavaScript API to embed any web application & pass context
  61. 61. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Service Cloud Platform Application Platform Agent Experience Design Customer Experience Design Extensibility Integration Cloud Delivery Site & Operations Management Global Scale Pixel Perfect Customer Experiences Web Service Design • Match your existing web site branding down to the pixel • Leverage widget-based design to mash-up capabilities on any web page • Extend & customize widgets using step-by-step wizards • Meet Oracle Accessibility Standards Fast Deployments • Accelerate deployment with 160 pre- built widgets, pages & templates • Implement changes instantly with zero site downtime • Deliver for browsers, mobile browsers and facebook
  62. 62. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Service Cloud Platform Application Platform Agent Experience Design Customer Experience Design Extensibility Integration Cloud Delivery Site & Operations Management Global Scale Built To Extend Custom Objects • Create an entirely new application or extend the base applications • Leverage the array of designers to create rich apps – new objects inherit all platform capabilities • Define relationships between objects and create new custom fields • Define and extend business logic to new & existing objects Upgrade Safe • Rest assured that your work will always be upgrade safe
  63. 63. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Service Cloud Platform Application Platform Agent Experience Design Customer Experience Design Extensibility Integration Cloud Delivery Site & Operations Management Global Scale Open, Standards-Based Integration Technologies Standards-Based APIs • Leverage non-proprietary APIs and integration capabilities (PHP, XML, WSDL, SOAP) • Conduct real time and batch data synchronization via SOAP APIs • Integrate via PHP-based APIs to support server-side scripting scenarios & event triggers SOA Ready • Enable SOA tooling via SOAP/WSDL APIs, Oracle SOA Connector & Oracle Service Bus • Leverage built-in single sign-on support
  64. 64. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Service Cloud Platform Application Platform Agent Experience Design Customer Experience Design Extensibility Integration Cloud Delivery Site & Operations Management Global Scale Select Oracle Service Cloud Partners System Integrator Partners • Leverage system integrators to help with everything from the initial implementation to customizations • Take advantage of direct switch access & control with telephony integrators • Ensure proven, repeatable integrations to Oracle Service Cloud ISV Partners • Select best of breed ISV partners to extend solution capabilities
  65. 65. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Service Cloud Platform Application Platform Agent Experience Design Customer Experience Design Extensibility Integration Cloud Delivery Site & Operations Management Global Scale Mission-Critical Cloud Delivery Commercial CLOUD PCI Certified CLOUD Government CLOUD US DoD CLOUD Secure • Industry leading security compliance • The only cloud solution operating inside the US Dept of Defense Reliable • Mission critical reliability • Carrier-grade hosting facilities Redundant • Data redundancy & disaster recovery across multiple geographic locations • No single points of failure for continuous availability
  66. 66. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Service Cloud Platform Application Platform Agent Experience Design Customer Experience Design Extensibility Integration Cloud Delivery Site & Operations Management Global Scale Monitor, Test & Control Monitor • Monitor system-wide performance as well as individual applications • Track application usage • Monitor service level targets • Track purchases & subscriptions Test • Create test sites to evaluate changes, integrations & extensions Control • Schedule upgrades • Control application access
  67. 67. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Service Cloud Platform Application Platform Agent Experience Design Customer Experience Design Extensibility Integration Cloud Delivery Site & Operations Management Global Scale Global, Access Everywhere Infrastructure Global Presence • Major hosting centers worldwide • Redundancy & fail-over handled across geographies • Global implementation scale Language Support • Application localization in 34 languages
  68. 68. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Oracle’s Cloud Leadership 21,500,000+ End Cloud Users 13 Global Data Centers 2+ Billion Cloud Transactions per Day Cloud Customers in 180+ Countries 34 Languages 10,000+ Cloud Enterprise Customers 2,100+ Cloud CX Customers
  69. 69. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Connected CX Suite Oracle CX Cloud Suite • Use CX Solutions in combination • Synchronize and share data across the CX Suite Oracle On-Premise • Take advantage of the latest cloud capabilities by augmenting existing Siebel & EBS implementations The Oracle CX Portfolio Foundational Tools Oracle Cloud Infrastructure Oracle MDM, BI & Decisioning Tools Oracle Integration & BPM/SOA Tools Oracle Mobile, Portal & Content Tools ORACLE COMMERCE ORACLE SALES ORACLE MARKETING ORACLE SERVICE ORACLE SOCIAL
  70. 70. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Agenda Business Imperative Solution Overview Customer Success 1 2 3
  71. 71. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Oracle Service Cloud – Leading Industry Solution • Millions of global users • Thousands of customers • Hundreds of best-in-class releases Leader CRM Suite for Customer Service Solutions Forrester Wave Leader since 2005 Winner Best Solution Provider Winner Best Call Center Suite Leader Web Customer Service & Contact Center Magic Quadrants Product Leadership 2014
  72. 72. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 2014 Forrester Wave Customer Service Leader Customer Service Solutions For Enterprise Organizations Customer Service Solutions For Small & Midsize Teams Source: Forrester Research, The Forrester Wave, Q2 2014
  73. 73. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Proven Customer Success • 18% increase in service levels • $3 million in cost savings • <6 mos. launched cross-channel • 2 days to hours for email response • 10% higher agent effectiveness • 2 minute lower avg handle time • 15-20% decrease in training time • 45% drop in inbound calls • 16 million online customer sessions • 90% fewer agent errors • Cut chat time by 25% • Reduced email volume by 10% Retail Communications High Tech Financial Services Travel & Hospitality Public Sector
  74. 74. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. More Recognized Customers Than Any Other Vendor JD Power Customer Satisfaction Winner Six Consecutive Years Winner 2012 Total Customer Satisfaction Award CRM Magazine Service Elite Award 2015 Winner 2010 Winner JD Power Service Champions Winner 2012 Winner 2012 IQPC Call Center Excellence Gartner & 1to1 Media CRM Excellence Award Winners #1 Customer Experience 2012 Temkin Ratings 2013 Temkin Ratings 2011 Winner Call Center Leader of the Year 2014 Runner-up
  75. 75. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Select Oracle Service Cloud Customers Communications Financial Services High Tech/Manufacturing Higher Education Travel & Transport Retail HealthcareMedia/Entertainment Communications Consumer Goods Public Sector
  76. 76. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. Knowledge Management Web Customer Service Policy Automation Web Self Service Social Self Service Email Support Live Chat / Cobrowse Smart Engagement Virtual Assistant Case Management Guided Resolution Customer Engagement Social Contact Center Agent Mobility Unified Agent Desktop Dynamic Interviews, Compliance Management, Rule Modeling, Policy Lifecycle, Policy Analytics, Policy Services Semantic Search Content Authoring Guided Knowledge Knowledge Analytics Integrated Apps Knowledge APIs Platform Service Cloud Experience Management, Extensibility & Integration, Hosting & Operations Contact Center Cross-Channel

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