"A Visão Atual e Futura do Cliente" - By Oracle!

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A Revolução Digital no Atendimento
ao Cliente
Oracle Confidential – Internal
Alan Dias
Oracle Customer Experience Solutions

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E daqui pra frente, a Vida é Digital...

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E daqui pra frente, a Vida é Digital...
11.698.977.763 views

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As Novas Carreiras Digitais
 Analista de Sistemas
 Engenheiro de Software
 Robótica (WHAT????)
 Administrador, Economista, Direito...
 Gerente de Call Center
 Diretor de Marketing
 Diretor de T.I.
 Etc...
 Analista de Redes Sociais
 Diretor de Marketing Digital
 Coordenador de Canais Digitais
 Gerente de Mídias Sociais
 Gerente de BigData
 CMO, CDO, CXO...
1990 - 2005 2006 - 2010 2010 - ...?
Em 2006, nasce o Twitter…
Facebook, em 2004 2010

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Facebook
• Maior proprietário de mídia não gera conteúdo
AirBnb
• Maior provedor de hospedagem não tem propriedades
Alibaba
• Maior varejista não tem estoque
Uber
• Maior empresa de Transporte não tem frota
Novos Modelos de Negócios que nasceram Digitais

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52%das empresas da Fortune 500 que
estavam em 2000 não aparecem mais na lista

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63%das empresas acreditam que não
estão rápidas o suficiente nas mudanças de tecnologia

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3 Dimensões da Transformação Digital
Muito mais que novos modelos de negócios
Novos Modelos
de Negócios
Melhor Experiência
do Cliente
Maior Eficiência
Operacional
Como as empresas estão usando as novas tecnologias:
26% 44% 30%
Fonte: Sloan Review MIT 2013

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O Comportamento do Cliente
é o mesmo em todos os
mercados?

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1 Geração Millenium.mov
2 Geração Y.mov
Então, quem é o SEU Cliente?

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Ex loja blockbuster
Oppty netflix por 50 milhões
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http://www.istoedinheiro.com.br/noticias/mercado-digital/20141215/vale-mesmo-tudo-isso/216469.shtml

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Então, quem é o SEU Cliente?
3 Geração X.mov
4 Boomers.mov

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Quais as Possibilidades
com Oracle Service Cloud?
Alan Dias
Business Development Director
alan.dias@oracle.com

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The Oracle Service Cloud
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

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Cross Channel
Contact Center
Knowledge
Management
Web Customer
Service
Policy
Automation
Service Cloud Platform
Field Service
Management

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Web Self Service
Social Self Service
Email Support
Live Chat
Virtual Assistant
Smart Engagement
Content Authoring
Semantic Search
Guided Knowledge
Knowledge Analytics
Integrated Apps
Knowledge APIs
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
Capacity Management
Routing & Scheduling
Manage, Dispatch & Locate
Mobility
Team Collaboration
Customer Communication
Service Cloud Platform
Cross Channel
Contact Center
Knowledge
Management
Web Customer
Service
Policy
Automation
Field Service
Management

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34
LANGUAGES
13
GLOBAL DATA
CENTERS
Global Scale
BILLIONS
OF CUSTOMER
INTERACTIONS

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Complete
- Most Complete Service Solution
- Any Device; Any Channel
- Secure & Scalable Global Operations
Modern
- Intelligent, Omni-Channel Service
- Market Leading Mobile Self-Service
- Knowledge Driven IoT Support
Proven
- 1900+ Customers
- 7.7M Customer Interactions/Day
- Service for the World’s Biggest Brands
Service Cloud Differentiators

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decreased call
resolution times,
increased agent
efficiency, SFDC win
better benefit than
expected with
$250K/month cost
savings in phase I
agents22K
30%
+
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increase in answer
helpfulness
increase in CSAT
decrease in average
final resolution time68%
23%
15%
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agents
support costs, AHT
CSAT, TTR, agent
efficiencies, global
social strategy
>
<
4.5K
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Want to Know More?
 Twitter @OracleServCloud
 Oracle Service Cloud YouTube Channel
 Oracle Service Cloud Customer Community
 Oracle Service Cloud Blog
 Ask the Experts Webinars
 Modern Service Experience Conference

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Obrigado!
Alan Dias
Business Development Director
alan.dias@oracle.com