1. MODERN CUSTOMER SERVICE
Engage Customers, Empower Employees, Adapt Quickly
TODAY’S SERVICE LANDSCAPE
98%
of customers move between devices
in the same day1
60%
of your agents will recommend your company2
29%
of organizations say inflexible technology prevents
new ways of doing business3
only
THE FUTURE OF CUSTOMER ENGAGEMENT
AGENTS AREN’T EMPOWERED
REAP THE BENEFITS
Make it
easy for
customers
to engage
with you
Make it
easy to
serve
customers
Easily rise
to the
needs of
your
business
use 3 to 4 channels to
complete a single interaction4
52%
of all web self-service
interactions will be handled by a
virtual assistant by 20155
50%
of organizations that view customer
experience as a differentiator offer
multiple contact channels6
92%
of companies have a single system
for tracking customer data7
47%
decline in first contact resolution from
2009 to 2014. Top 3 factors:
① Incomplete processes
② Advisor knowledge
③ System constraints & information7
of IT organizations that use cloud
solutions point to cost savings8
88%
of IT organizations say that
cloud services have helped
boost profits
8
56%
of organizations that saved money
are reinvesting back into the
business to increase headcount,
boost wages and drive innovation
8
62%
MODERN CUSTOMER SERVICE means you
Start modernizing today: www.oracle.com/service
ENGAGE CUSTOMERS
EMPOWER EMPLOYEES
ADAPT QUICKLY
1. Google™, The New Multi-Screen World, August 2012
2. Bain & Company. Bain Brief: Who’s Responsible for Employee Engagement
3. Oracle Global Customer Experience Survey, February 2013
4. Ovum. “Optimizing Customer Service in a Multi-Channel World.” October, 2010
5. Gartner, Gartner Says Organizations That Integrate Communities Into Customer Support Can
Realize Cost Reductions of up to 50 Percent, February 21, 2012
6. Deloitte. “2013 Global Contact Center Survey Results.” March, 2013
7. Dimension Data. “2013 Global Contact Center Benchmarking Report.” November, 2013
8. CIO Magazine, How Cloud Computing Helps Cut Costs, Boost Profits, March 12, 2013
12%
only