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Improve Customer Engagement and Loyalty with Oracle Engagement Cloud


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In the digital age, providing exceptional customer engagement is key to improved customer satisfaction and loyalty. Oracle Engagement Cloud, which combines Oracle’s leading sales and service capabilities, delivers cutting-edge features that support timely high-touch, high-value customer interactions.

Customers can receive 24x7 knowledge and support through a digital device of their choice, and a through a preferred communication channel. Service agents can stay abreast of customer needs and interactions with a unique combination of service request management and knowledge management with the enhanced user experience provided by Oracle Engagement Cloud R13.

We explored the new and improved functionality of Oracle Engagement Cloud Release 13. Discussion included:

-Review of key features
-Leveraging the solution for maximum results
-Implementation considerations
-Advantages of a unified architecture and combined platform

Published in: Technology
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Improve Customer Engagement and Loyalty with Oracle Engagement Cloud

  1. 1. Improve Customer Engagement and Loyalty with Oracle Engagement Cloud
  2. 2. 2 Agenda • Introductions • About Perficient • R13 Engagement Cloud Features • R13 Oracle Sales Cloud Core Enhancements • How Engagement Cloud Improves Customer Engagement • Q&A
  3. 3. Suresh Krishnan Director CX Sujiyit George Technical Architect Will Shieh Solution Architect
  4. 4. 4 About Perficient Perficient is the leading digital transformation consulting firm serving Global 2000 and enterprise customers throughout North America. With unparalleled information technology, management consulting, and creative capabilities, Perficient and its Perficient Digital agency deliver vision, execution, and value with outstanding digital experience, business optimization, and industry solutions.
  5. 5. 5 Perficient Profile Founded in 1997 Public, NASDAQ: PRFT 2016 revenue $487 million Major market locations: Allentown, Atlanta, Ann Arbor, Boston, Charlotte, Chicago, Cincinnati, Columbus, Dallas, Denver, Detroit, Fairfax, Houston, Indianapolis, Lafayette, Milwaukee, Minneapolis, New York City, Northern California, Oxford (UK), Southern California, St. Louis, Toronto Global delivery centers in China and India 3,000+ colleagues Dedicated solution practices ~95% repeat business rate Alliance partnerships with major technology vendors Multiple vendor/industry technology and growth awards
  6. 6. 6 Oracle Practice Overview 3000+Deployments Industry Expertise Multi-Solution Expertise EPM | ERP | BI | CX Platinum 200+Oracle Experts Partner Cloud Select Healthcare | Supply Chain/Mfg. | Energy/Oil & Gas Financial Services | Consumer Markets 15 Specializations
  7. 7. 7 Perficient’s CX Practice Solutions Expertise • Oracle Sales Cloud, CRM on Demand and Siebel • Marketing Cloud - Eloqua • Service Cloud • SPM Incentive Comp • Customer Data Management • Strategic Assessments, Journey Maps • Implementations and Upgrades • Managed Services Oracle CX SpecializationsFast Facts • Practice Started: 1999 • Projects Completed: 600+ • Multiple Specializations • Hybrid Deliver Model • Oracle Authorized Education Center • SupportNet Managed Services • Support Services
  8. 8. 8 Oracle Engagement Cloud (OEC) R13 Unified Sales and Service Application Source: Oracle Partner Resources • Oracle Engagement Cloud is a new Cloud offering from Oracle that uniquely offers sales and services capabilities within the same platform vs. different solutions within a suite of products • Part of the Oracle CX suite of products • Built on the Oracle Sales Cloud Fusion platform and leverages all the same core components • Introduced Oracle Engagement Cloud in R12 with some key enhancements in R13
  9. 9. R13 Engagement Cloud
  10. 10. 10 Engagement Cloud R13 – Service Offering Engagement Cloud enables Fast, consistent, and efficient service capabilities • Capture and track customer issues while adhering to Service Level Agreements (SLAs) and Entitlements • Productivity tools to boost service agent efficiency and consistency • Automatic SR routing and agent assignment • Collaboration tools for sales and service alignment • Multi-channel interaction support • Natural Language Search and recommended answers • Author and publish FAQs and solutions across multiple languages • Build, brand and maintain digital customer service (self-service) portal to provide 24x7 customer experience Source: Oracle Partner Resources
  11. 11. 11 Service Request Management Highlighting capabilities includes • Enhanced smart user interface to work on multiple service requests/related activities • Complete 360-degree view of customer interactions • Track service request/activities and measure performance by milestones • Configurable queue assignment and routing rules • SmartText (reusable text blocks) • Action/Command shortcuts • Rich text/HTML editor for composing personalized responses • Search and insert knowledge excerpts and links in responses • Share service requests with multiple team members and contacts • Post and forward internal notes • Audit history • Access from browsers, mobile apps, REST API Source: Oracle Engagement Cloud R13 Demo instance
  12. 12. 12 Multi-channel Interactions Email • Automated Inbound Email processing – Ability to setup multiple Mailboxes – Create/update service request from inbound emails – Apply email filters to block/accept certain emails – Easy to setup Inbound email processing schedule • Outbound Email – HTML-formatted email templates – Options to assign templates to message types • Customer response, system response, forward Chat & Co-browse • Enable service agents to engage in chat and co- browse session Telephony Integration • Configurable call flow with screen pop • Open interface supports many 3rd party CTI providers Social Customer Service • Monitoring social post on popular social networks Interaction History • Track and report interactions across channels Source: Oracle Engagement Cloud R13 Demo instance
  13. 13. 13 Computer Telephony Integration (CTI) Multichannel Adapter (MCA) • Open, connector-less extensible framework • iFrame to host third-party toolbars – Extensible vertical floating/horizontal toolbars – Agent notifications • Browser and platform independent • Reference toolbar for simulation and testing Seamless User Interface integration • Streamline call flow features – Reverse lookup – Contact verification – Screen pop – Call transfer between agents – Wrap up – Interaction logging • Initiate outbound calls by clicking phone numbers • Auto-answer (push calls to available agent) Interaction Tracking • Interaction history • Measure interaction metrics such as average times Source: Oracle Engagement Cloud R13 Demo instance
  14. 14. 14 Omni-channel Agent Assignment Omni-channel framework • Provides automated, channel-agnostic routing for service requests (SRs) or chat • Supplemental capability to the Assignment Manager • Ensure effective workload management • Work assignment determination – Constantly watches for agent’s availability • Presence for real-time work • Media type availability for non-real time work – Agent’s work type capacity • Real time & non-real time • Maximum capacity for work types • Queuing and routing work together effectivity to – Assign SRs to agent with appropriate skills – Manage high severity issues – Provide special handling for premium customers Source: Oracle Engagement Cloud R13 Demo instance
  15. 15. 15 Knowledge Management - Centralized Intelligent Search • Natural Language Search (NLS) • Auto-suggest the best answer to questions Knowledge Administration • Author and publish – Content authoring capabilities • FAQs and Solutions – Manage multiple versions of contents – Multi-language support • Access to employees and agents via My Knowledge Knowledge in Service Request context • Search knowledge in the context of a specific service request • Insert knowledge articles in email responses • Link articles to service request • Recommended and Favorite tabs Self-Service Knowledge • Customers can search for solutions or navigate by products from Digital Customer Service (DCS) Source: Oracle Engagement Cloud R13 Demo instance
  16. 16. 16 Service Entitlements & Compliance Manage Service Level Agreements (SLAs) • Define response and resolution milestones • Define coverage & service calendar • Define standard coverage rules • Manage default coverage • Global organization wide • Customer specific SLA Compliance • Response and resolution due deadlines are automatically tracked when SRs are created/updated • Enables to view how much time left on each milestone and warnings if any • Milestone history view • Warnings/notifications when milestone thresholds are reached Measure Performance • Real time metrics for milestone status and SLA adherence • Measure and improve service team performance Source: Oracle Engagement Cloud R13 Demo instance
  17. 17. 17 Digital Customer Service (DCS) Branded and Extensible • Built on top of Oracle Visual Builder Service platform • Robust designer with drag & drop configuration • Match look and feel your company web sites • Responsive user interface • Extend with custom components • Create more than one unique sites, multiple versions and support 22 languages • Requires no installation, pre-integrated with Engagement Cloud Allows Customers To • Search and browse answers online • Create, edit, and view service requests • Contact service agents through web, chat, and co-browse channels • Access 24x7 anywhere User Registration • Enable self-registration for new user accounts Source: Oracle Partner Resources
  18. 18. 18 Work Order Integration with Field Service Cloud Work Order Synchronization • Capture and schedule work order in service request – Customer location and contact information – Work order type, associated assets, case notes – Select time slot manually or automatically based on SR resolution milestone Pre-built, Extensible Integration Flows • Leverages Oracle Integration Cloud Service (ICS) • Utilize Engagement Cloud’s Event Handling Framework (EHF) for bi-directional work order exchange – Create – Update, reschedule – Cancel Real-time Visibility • Service agents get real time visibility on work status • Field technicians continue to receive updated work order information Source: Oracle Engagement Cloud R13 Demo instance
  19. 19. 19 Service Analytics Oracle Transactional BI (OTBI) • Self-service reporting solution in Engagement Cloud • Build your own subject areas for custom analysis • Pre-built industry standard metrics Pre-packaged Analytic Content • Service request summary analytics – Gain visibility into customer service activities • Interaction analytics – Helps to take smarter channel strategy decisions • Service request milestone analytics – Quality and consistency of service against milestones • Omni-channel analytics – Work assignment across queue, agent and channel • Inbound email analytics – Additional insight into emails received • Social customer service analytics – Efficiency and effectiveness of social media channels • Service infolets Source: Oracle Engagement Cloud R13 Demo instance
  20. 20. R13 OSC Core Enhancements
  21. 21. 21 Introduction • Oracle Engagement Cloud is built on the Oracle Sales Cloud platform • Existing capabilities of Oracle Sales Cloud have been leveraged while adding service capabilities • Continues to have robust tools from Oracle Sales Cloud such as workflow, territory management, enterprise mobile, etc. • Developers familiar with Oracle Sales Cloud will be comfortable working with Oracle Engagement Cloud architecture
  22. 22. 22 User Interface Layout Larger display - Improve the usability of UI by optimizing the usage of vertical and horizontal space on the browser. The application displays optimum content on the landing and detail pages to avoid unnecessary scrolling. - The new format has named subtabs rather than pictures to identify them. - The application is device and browser responsive. Source: Oracle Partner Resources
  23. 23. 23 User Interface Layout Ability to open multiple SRs A service agent sometimes works on multiple service requests at a time. In order to accommodate for this, multiple service requests can be opened at the same time. This is due to a new user experience pattern that was introduced with Oracle Engagement Cloud whereby multiple tabs are created on the top of the service request page, one for each open service request. Notice how the first tab always points to the service request list. Source: Oracle Partner Resources
  24. 24. 24 List Management Mass Update Mass update within lists Update one or more fields for multiple records at once from within list pages. Sales reps and managers can select list rows for update and edit updatable fields for accounts, contacts, assets, activities and custom objects in real time. Mass update for leads and opportunities is available as part of a previous CX Sales release. Administrators can enable the Update button for list pages and can configure which fields are available for mass update for each object. Source: Oracle Partner Resources
  25. 25. 25 Search and List Management Column management Sales reps can now do the following using the manage columns option to manage the columns displayed in list layouts • Display • Hide • Reorder columns • Save column configurations. Also, within Application Composer, sales administrators can define the default column order, select the columns that sales reps can manage and can define which columns are hidden for each object. Source: Oracle Partner Resources
  26. 26. 26 Search and List Management Option to disable fuzzy search Disable similar spelling in search results, called fuzzy search, for all objects in Oracle Sales Cloud. A new profile option, ZCA LM FUZZY SEARCH, allows you to enable or disable similar spelling results for searches using the Contains operator. The default value for this new profile option is ‘Yes’, which enables similar spelling search by default. Source: Oracle Partner Resources
  27. 27. 27 Search and List Management Additional search operators for text and choice list fields Provide additional search options by configuring the following operators for these non- mandatory, standard or custom field types: Text fields: Is Blank and Is Not Blank operators Rolling time filters Provide search flexibility with rolling time filters. These new date operators include: yesterday, today, tomorrow, last week, this week, next week, last month, this month, and next month. Source: Oracle Partner Resources
  28. 28. 28 Search and List Management Add search to standard and custom subtabs Provides the ability to search on standard and custom subtabs. In addition to a single default filter, you can add more filters to narrow the set of records displayed on the subtab In prior versions, we did not have filter capability and configurable search for subtabs (sub objects) Source: Oracle Partner Resources
  29. 29. 29 Sales Cloud For Outlook Data creation and synchronization Create records within Office 365 and synchronize data between Oracle Sales Cloud and Office 365. Contacts, appointments, and tasks synchronize bi-directionally between Oracle Sales Cloud and Office 365. • The Outlook plugin used in earlier versions for sync with OSC is not needed anymore • The server sync eliminates all issues related to installation and synchronization in the earlier versions • The sync is close to real-time and is not dependent on the user performing the sync on their laptop Source: Oracle Partner Resources
  30. 30. 30 CX Cloud Mobile - Introduced as enterprise mobile in R12 with a brand new User interface - Has many new user enhancements for the Engagement cloud - New platform benefits – offline capability, UI design, WYSIWYG Config - Service Related modules now Included
  31. 31. 31 CX Cloud Mobile In addition to adding service request functionality to the mobile app, these are some additional general enhancements to the mobile application. Auto capture outbound text messages as activities Auto-capture outbound text messages as completed tasks associated with a customer. An automatic prompt to log the activity appears immediately after sending an SMS text message, increasing the likelihood that the sales rep will update their sales cloud sooner. With increased visibility into sales activities as soon as they occur, a sales manager can more accurately forecast future revenue. This feature was previously only available for phone calls.
  32. 32. 32 CX Cloud Mobile Call report customization Customize call report create and edit views that are used in the Oracle CX Cloud Mobile app. Using the Mobile App Composer, you can add custom fields and remove both standard and custom objects related to the activity object.
  33. 33. 33 CX Cloud Mobile Dynamic layouts by country Define country-specific page layouts for the Oracle CX Cloud Mobile App. Sales representatives can see the appropriate page layout in the mobile app, based on their country preference setting.
  34. 34. 34 CX Cloud Mobile Complete offline read and write You can now use the Oracle CX Cloud Mobile Application in areas with poor or no network connectivity. You can view records from Oracle Sales Cloud or Oracle Engagement Cloud which are stored locally on your smartphone. You can also create or update contacts, opportunities or custom objects. When you reconnect to the network, all offline changes are then synced to Oracle Sales Cloud. Navigation panel customization Customize the navigation panel in Oracle CX Cloud Mobile. You can add new menu items or remove existing menu items that appear on the side navigation panel.
  35. 35. 35 CX Cloud Mobile Navigate the app using Voice The new CX app also gives the user the ability to navigate the app using an enhanced voice feature to search for accounts, contacts and to create notes and appointments
  36. 36. 36 Calendar and Activities You can accept or reject an appointment from your email or navigate to the appointment from the email notification. Source: Oracle Partner Resources
  37. 37. 37 Calendar and Activities You can mark a task as complete from your email or navigate to the task from the email notification. Source: Oracle Partner Resources
  38. 38. 38 Enhanced Usage Reporting System Usage Reporting Enables sales administrator and managers to create the system usage reports to understand the adoption of the system by different users. Source: Oracle Partner Resources
  39. 39. How Engagement Cloud Improves Customer Engagement
  40. 40. 40 Customer Engagement – What Experts Say • By 2020, customer experience will overtake product and price as the key brand differentiator. (Walker Info) • 58% of consumers are willing to spend more with companies that provide excellent customer service. (American Express) • 86% of consumers are willing to pay up to 25% more for a better customer experience. (RightNow) • 23% of customers who had a good customer experience told 10+ people. (Harvard Business Review) • A repeat customer spends 67% more than a new one. (BIA/Kelsey) • Acquiring a new customer is anywhere from 5 to 25 times more expensive than retaining an existing one. (Harvard Business Review) • 70% of customers prefer to use a company’s website to get answers to their questions rather than use phone or email. (Forrester) • Over 50% of customers think it’s important to solve product issues themselves rather than rely on customer service. (Zendesk)
  41. 41. 41 Key Enhancements Unified Sales and Service Platform • 360-degree Customer View: Engagement Cloud users are able to see from both Sales and Service view. • Sales and Service Collaboration Mobile and Outlook Integration • Offline Access and Sync Capabilities Digital Customer Service Portal • 24x7 Self-service Capabilities with Knowledge Base and Solutions Multichannel Communications • Email, Chat, Co-Browsing and Telephony – Tracked as Activities Multi-tab Capabilities • View Multiple Detail Records - Able to view multiple Service Requests as tabs within the application Agent Productivity Enhancements • SmartTool, Dynamics Links for Service Request, Agent Scheduling/Assignment Capabilities
  42. 42. 42 High-Touch Clients What is High Touch? • Customer service that requires high human interactions and they prefer having a reliable “point person” on their business. Financial, Banking and Manufacturing Companies • Single platform • 360-degree view of clients • Perform sales and support (customer service) activities • Promote cross selling
  43. 43. 43 Overall Benefits Sales • 360-degree view of clients Service • Cross selling • Insights-related products • Promote product after a call Customers • Portal - Self service • Multichannel Communications - Clients can communicate and interact through various channels • Real-time Notifications - Clients can be engaged throughout different processes • Implement one solution instead multiple solutions • Increase customer engagement -> Customer satisfaction -> Increase loyalty
  44. 44. Questions Type your question into the chat box