Michał Skowroński @ "Customer Experience (CX) - Czy warto w to wchodzić i dlaczego tak?" - "I Manewry w Chmurze Partnerów Oracle"
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Michał Skowroński, prezentacja pt. "Customer Experience (CX) - Czy warto w to wchodzić i dlaczego tak?" @ "I Manewry w Chmurze Partnerów Oracle" - 23-24.czerwca 2015, Serock
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Michał Skowroński @ "Customer Experience (CX) - Czy warto w to wchodzić i dlaczego tak?" - "I Manewry w Chmurze Partnerów Oracle"
- 2. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Czy warto w to wchodzić i dlaczego tak? Michał Skowroński CX Sales Consultant Customer Experience
- 3. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | 3 Co to jest Customer Experience? Przegląd rozwiązań Oracle Marke9ng Integrated Customer Experience Founda9on Social Network Mobile Integra9ons Oracle Sales Oracle CPQ Oracle Commerce Oracle Service Oracle Social Analy9c KPIs & Dashboards Predic9ve Analy9cs
- 4. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | 4 Kompletne Modern MarkeLng, Selling, Commerce, Service, Social apps that empower the customer Wersje branżowe Best PracLces for Compe99ve Advantage and lower TCO Elastyczne i oparte o dane 1 3 2 4 Drive greater business value deliver pre-‐built business processes across silos Współczesny Klient Wielo-‐kanałowe Extend soluLon, use Dynamic CX profile and Integrate to the Enterprise Dlaczego Oracle? W chmurach … ale twardo na ziemi ?
- 5. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Integracja Sales Cloud z JD Edwards § Synchronizacja danych Kontaktów / Klientów § Widoczność szans sprzedażowych i wycen/ofert z JDE § Integracja dostępna na MyOracle Support dla wersji JDE 9.1
- 6. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Web Customer Service Selfcare – eBS + OSvC KLUCZOWE FUNKCJONALNOŚCI • Klienci końcowi ‒ Customer Portal + Zgłoszenia • Użytkownicy eBS ‒ Zarządzanie zgłoszeniami Rozszerzenie eBS o nowoczesne narzędzie Contact Center (SelfCare)
- 7. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Web Customer Service Obsługa klienta – eBS + OSvC KLUCZOWE FUNKCJONALNOŚCI • Użytkownicy eBS ‒ Zarządzanie zgłoszeniami (tworzenie/aktualizacja) ‒ Podgląd uprawnień (Entlitlement) ‒ Podgląd produktów klienta (Installed Assets) Rozszerzenie eBS o nowoczesne narzędzie Contact Center (Contact Center) Widoczność w obu interfejsach Klient Agent
- 8. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | 8 Oracle’s Cloud Leadership 21,500,000+ End Cloud Users 13 Global Data Centers Cloud Customers In 34 Languages Cloud Customers in 180+ Countries 10,000+ Cloud Enterprise Customers 2,100+ Cloud CX Customers
Editor's Notes
- Theory: Guidance to create custom integrations when there are not out of the box integrations available. Accelerators May Include: White Papers Reference code (examples) Implementation Guidance Reference Test Cases Alternate Design Guidance Reference Integration Details High Level Points: End customers can use OSvC Customer Portal to browse knowledge, create EBS incident, view EBS incident details Agents use EBS only and can view EBS incidents created from OSvC Customer Portal OSvC agent desktop is not used by agents OSvC agent desktop is only used to manage knowledge and view CP reports End Customer Login to CP: SAML 2.0 Auth against directory service. Assumes contact is in EBS. If not in OSvC, it will be create a contact Troubleshoot: browsing and searching knowledge and use Guided Assistant Escalated to Assisted Service: Webform creates incident in EBS. When an incident is created we have a hook that intercepts the cp flow and creates a sr / incident pair. That way all our normal reporting in cp works as expected. View & Edits EBS Incidents Widgets Created/Modified as Example Clod Sr list widget (shows ebs sr cases and incident ref nbr if any) Sr detail widget ( drill in form showing more fields) Ebs contact history widget (shows ebs notes for an sr) Capabilities List of EBS service items Create service item in EBS (and OSvC) linked by key PL SQL in EBS pushes to OSvC (status & notes/thread)