Cx service asap event oracle service cloud

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Oracle, Introduzione ad Oracle Service cloud

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Cx service asap event oracle service cloud

  1. 1. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.1 Oracle Service Cloud Sergio Valerio Senior Sales Consultant Sergio.valerio@oracle.com Oracle Italia Oracle Customer Service Excellence Workshop Offrire una Customer Service Experience multicanale eccellente per mantenere la "brand promise". Giovedi' 3 Ottobre 2013 Oracle Viale Fulvio Testi, 136 - 20092 Milano, Cinisello Balsamo (MI)
  2. 2. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.2 Oracle Service Cloud Improving Cross Channel Customer Experiences Unifying cross channel experiences to strengthen customer relationships, improve resolution rates, and increase sales Oracle Service Cloud combines Web, Social & Contact Center experiences, for a unified cross-channel service solution in the Cloud
  3. 3. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.3 Web Experience • Oracle RightNow Web Self- Service • Oracle RightNow Intent Guide • Oracle RightNow Guided Assistance • Oracle RightNow Email Management • Oracle RightNow Chat • Oracle RightNow Co-Browse • Oracle RightNow Mobile Web
  4. 4. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.4 Social Experience Social • Oracle RightNow Social Monitor • Oracle RightNow Support Community • Oracle RightNow Innovation Community • Oracle RightNow Self Service for Facebook
  5. 5. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.5 Contact Center Experience • Oracle RightNow Dynamic Agent Desktop • Oracle RightNow Scripting & Workflow • Oracle RightNow Add-Ins & Custom Objects • Oracle RightNow Agent Desktop CTI Media Bar • Oracle RightNow Multi- Channel Solution • Oracle RightNow App Builder Connect Contact Center
  6. 6. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.6 Engage • Oracle RightNow Analytics • Oracle RightNow Outreach • Oracle RightNow Customer Feedback • Oracle RightNow Knowledge Engage
  7. 7. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.7
  8. 8. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.8 Customer Asap SMF Customer Portal Self Service Your Account Knowledge Base Guided Assistance Scenario 1 – Self Service
  9. 9. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.9 ASAP SMF Customer Portal Assisted Ask a question Live Chat Contact Center Agent Scenario 2 – Assisted Customer
  10. 10. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.10 ASAP SMF Facebook Fanpage Scenario 3 – Self Service for Facebook Your Account Knowledge Base Ask a question Customer Self Service
  11. 11. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.11
  12. 12. Copyright © 2013, Oracle and/or its affiliates. All rights reserved.12

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