Self-service 24x7
Omni-Channel Support
• Consistent Experience Across Channels
Knowledge Management
• Centralized Knowledge Base
Service Entitlements and SLAs
• Service Level Agreement Management
Service Analytics
• Insights to Improve Service Delivery
These capabilities help deliver a seamless, consistent customer experience across the entire customer lifecycle.
42
Benefits of Engagement Cloud
Improved Customer Satisfaction
- Consistent experience across channels
- Faster issue resolution
- Self-service options available 24x7
Increased Revenue and Loyalty
- Cross-sell/upsell opportunities from unified view
- Repeat business from satisfied customers
Reduced Costs
Changing the game in hospitality integrationsluisw19
The hospitality industry is undergoing the greatest transformation in its contemporary history. An industry known for its ‘high-touch’ nature and not necessarily famous for embracing the latest / greatest tech, has been forced to adapt and embrace modern technologies or risk becoming irrelevant in a post-pandemic world.
Join this talk to learn how Oracle Hospitality’s Open API strategy is changing the game in hospitality integrations by not only enabling innovation at an unprecedented rate, but also by changing the API-value chain to ensure that all participants of the Hospitality API economy benefit from this move.
Lean Method for Building Good APIs for Business – APIOps CyclesNordic APIs
APIs are a piece of technology, but they do have a business purpose and a user, or rather a developer experience which makes them either good or horrible to use and develop. Without great business-oriented APIs, there can be no API economy. In general lean architecture methods exist but are not used enough. They are useful for DevOps and Agile development, but APIs need special attention. There is a need for a “double loop” of DevOps with APIs, that’s one thing. The more important thing is to use methods which help you to treat your API as a product while covering all important business model and architecture areas. Discussions and collaboration is the key to any successful architecture. Still, many of us design our APIs and software in endless meetings or alone, using no methods at all or methods and language known only by IT professionals. The world could do with a lot of better API designs which translate into better business. These were all reasons to develop the creative-commons licensed open and lean APIOps Cycles method (www.apiopscycles.com). This talk tells the basics of the method, plus some examples of how companies have used it.
Webinar: How API Lifecycle Management can help to Accelerate GrowthAPPSeCONNECT
In modern day world, #data and insights are the key players of any business growth. #API led application development and SOA have been preferred solutions over time.
To educate people and share knowledge about the widely used ways of data connectivity, APPSeCONNECT had organized a #webinar titled "How API Lifecycle Management can help to Accelerate Growth". The key points covered in the Webinar were:
1. What is an API and why it is used ?
2. Benefits of public Web APIs and Service Oriented Architecture
3. Leveraging API as a Product
4. Introduction to APPSeCONNECT API platform.
5. Creating a REST API for your SQL database
6. Securing your Data for API.
Integrate your line of business applications today: https://www.appseconnect.com/integrations/
Changing the game in hospitality integrationsluisw19
The hospitality industry is undergoing the greatest transformation in its contemporary history. An industry known for its ‘high-touch’ nature and not necessarily famous for embracing the latest / greatest tech, has been forced to adapt and embrace modern technologies or risk becoming irrelevant in a post-pandemic world.
Join this talk to learn how Oracle Hospitality’s Open API strategy is changing the game in hospitality integrations by not only enabling innovation at an unprecedented rate, but also by changing the API-value chain to ensure that all participants of the Hospitality API economy benefit from this move.
Lean Method for Building Good APIs for Business – APIOps CyclesNordic APIs
APIs are a piece of technology, but they do have a business purpose and a user, or rather a developer experience which makes them either good or horrible to use and develop. Without great business-oriented APIs, there can be no API economy. In general lean architecture methods exist but are not used enough. They are useful for DevOps and Agile development, but APIs need special attention. There is a need for a “double loop” of DevOps with APIs, that’s one thing. The more important thing is to use methods which help you to treat your API as a product while covering all important business model and architecture areas. Discussions and collaboration is the key to any successful architecture. Still, many of us design our APIs and software in endless meetings or alone, using no methods at all or methods and language known only by IT professionals. The world could do with a lot of better API designs which translate into better business. These were all reasons to develop the creative-commons licensed open and lean APIOps Cycles method (www.apiopscycles.com). This talk tells the basics of the method, plus some examples of how companies have used it.
Webinar: How API Lifecycle Management can help to Accelerate GrowthAPPSeCONNECT
In modern day world, #data and insights are the key players of any business growth. #API led application development and SOA have been preferred solutions over time.
To educate people and share knowledge about the widely used ways of data connectivity, APPSeCONNECT had organized a #webinar titled "How API Lifecycle Management can help to Accelerate Growth". The key points covered in the Webinar were:
1. What is an API and why it is used ?
2. Benefits of public Web APIs and Service Oriented Architecture
3. Leveraging API as a Product
4. Introduction to APPSeCONNECT API platform.
5. Creating a REST API for your SQL database
6. Securing your Data for API.
Integrate your line of business applications today: https://www.appseconnect.com/integrations/
Delivering on Personalization with the Power of APIsAkana
• Why is personalization important for capturing and delighting customers?
• What are the main drivers of personalization, with examples?
• What is an API?
• How are companies using APIs and personalization to rethink the customer experience?
• How can companies innovate to deliver a more personalized experience with APIs?
API Design Essentials - Akana Platform OverviewAkana
API Management has changed a lot in the past four years. It has gone from a toy prototype to a required foundational component in every enterprise architecture. Being foundational, an API management solution must address the needs of each role that takes part in an API’s success. The Akana Platform provides an end-to-end API Management solution. It enables each role with the tools needed for designing, implementing, securing, managing, monitoring, and publishing APIs in the cloud, hybrid, or on premises. This webinar we will provide a detailed look into Akana’s Platform API design capabilities with a live demo.
In this webinar, you will learn:
• What roles play a key part in an enterprise API management solution?
• Where does API Management fit within your enterprise architecture?
• What capabilities does the Akana Platform provide?
• Demo of how to design APIs in the Akana Platform
Town Hall – On Demand Sourcing and Discovery SAP Ariba
Ariba Solution Town Halls were introduced at last year's Ariba LIVE and the feedback was to bring them back again for Ariba LIVE 2013! This is your chance to speak your mind in an open forum in which to share your thoughts and input about our solutions and be heard. Ariba Solutions Management will share a brief roadmap and innovation overview, but then the floor is all yours. We value your feedback and look forward to hearing what’s on your mind.
As enterprises embrace APIs, some very specific Enterprise API Adoption patterns and best practices have started emerging. In this session, Laura Heritage, Principal Solutions Architect at SOA Software, will talk about the most common enterprise API patterns and will discuss how enterprises can successfully launch an API program.
Connect SAP Business One using Service Layer (HANA)APPSeCONNECT
We recently had a webinar on “Connect SAP Business One with third party apps using Service Layer (HANA)” on 28th of September. The webinar was a great success. The points which were covered in the webinar includes the following:
• Service Layer Architecture: The protocols and Usages.
• How service layer communicates with SAP B1.
• Creating a 3rd Party communication channel to send / receive data using .NET
• Why and when to use Service Layer?
• Architectural differences between DI Server and Service Layer
Are APIs really that different from SOA? Join Alistair Farquharson, CTO, SOA Software and Sachin Agarwal, VP Product Marketing, SOA Software to learn more about how to build out a combined API and SOA strategy for your business, and understand the real differences between APIs and SOA, and lay down a common long-term unified infrastructure for all your services – past, present and future.
Digital is disrupting the physical world with new business models. In this presentation from SOA Software VP of Product Marketing, Sachin Agarwal, learn how APIs are used to drive new digital channels securely and safely.
Both SOA and API management technology have important things to say about the future capabilities of your IT infrastructure. API technology brings a strong focus to the consumption of your backend IT resources within a well-managed community of API developers and mobile app developers.
API Economy - The Making of a Digital BusinessAkana
In this presentation, Akana’s Laura Heritage will explore what it takes to make APIs work as the foundation of a successful digital business:
• What does it really mean to be a digital business?
• Examples of disruption happening across industries
• How APIs fit into a digital business
• What type of organization structure is needed for a digital business?
• New types of business models in the API Economy
• API security considerations for your digital business
Is it time for a Connector-less Approach to Cloud Integration? Akana
In this webinar you will learn:
• How to drastically cut down time to complete integration projects and integrate an unprecedented number of SaaS and cloud applications within your eco-system.
• Why ESB’s and connector-based integration do not scale.
• How APIs are redefining integration.
• A cloud integration blueprint for the Digital Enterprise.
• How a connector-less architecture can improve productivity.
ETG offers professional consulting services for providing Custom development, maintenance & support for Salesforce cloud platform. Our specialized services enable the clients with access to team of Salesforce experts.
Embedded Analytics: 5 Steps to App ModernizationPoojitha B
Learn how your organizations can use embedded data analytics to deliver smarter apps that help your customers make data-driven decisions and the 5 steps to app modernization.
The Business Value for Internal APIs in the EnterpriseAkana
- The value of internal API programs
- How APIs and SOA fit together
- Deployment patterns for Internal APIs
- Architecture concerns about API Gateways and ESBs
Delivering on Personalization with the Power of APIsAkana
• Why is personalization important for capturing and delighting customers?
• What are the main drivers of personalization, with examples?
• What is an API?
• How are companies using APIs and personalization to rethink the customer experience?
• How can companies innovate to deliver a more personalized experience with APIs?
API Design Essentials - Akana Platform OverviewAkana
API Management has changed a lot in the past four years. It has gone from a toy prototype to a required foundational component in every enterprise architecture. Being foundational, an API management solution must address the needs of each role that takes part in an API’s success. The Akana Platform provides an end-to-end API Management solution. It enables each role with the tools needed for designing, implementing, securing, managing, monitoring, and publishing APIs in the cloud, hybrid, or on premises. This webinar we will provide a detailed look into Akana’s Platform API design capabilities with a live demo.
In this webinar, you will learn:
• What roles play a key part in an enterprise API management solution?
• Where does API Management fit within your enterprise architecture?
• What capabilities does the Akana Platform provide?
• Demo of how to design APIs in the Akana Platform
Town Hall – On Demand Sourcing and Discovery SAP Ariba
Ariba Solution Town Halls were introduced at last year's Ariba LIVE and the feedback was to bring them back again for Ariba LIVE 2013! This is your chance to speak your mind in an open forum in which to share your thoughts and input about our solutions and be heard. Ariba Solutions Management will share a brief roadmap and innovation overview, but then the floor is all yours. We value your feedback and look forward to hearing what’s on your mind.
As enterprises embrace APIs, some very specific Enterprise API Adoption patterns and best practices have started emerging. In this session, Laura Heritage, Principal Solutions Architect at SOA Software, will talk about the most common enterprise API patterns and will discuss how enterprises can successfully launch an API program.
Connect SAP Business One using Service Layer (HANA)APPSeCONNECT
We recently had a webinar on “Connect SAP Business One with third party apps using Service Layer (HANA)” on 28th of September. The webinar was a great success. The points which were covered in the webinar includes the following:
• Service Layer Architecture: The protocols and Usages.
• How service layer communicates with SAP B1.
• Creating a 3rd Party communication channel to send / receive data using .NET
• Why and when to use Service Layer?
• Architectural differences between DI Server and Service Layer
Are APIs really that different from SOA? Join Alistair Farquharson, CTO, SOA Software and Sachin Agarwal, VP Product Marketing, SOA Software to learn more about how to build out a combined API and SOA strategy for your business, and understand the real differences between APIs and SOA, and lay down a common long-term unified infrastructure for all your services – past, present and future.
Digital is disrupting the physical world with new business models. In this presentation from SOA Software VP of Product Marketing, Sachin Agarwal, learn how APIs are used to drive new digital channels securely and safely.
Both SOA and API management technology have important things to say about the future capabilities of your IT infrastructure. API technology brings a strong focus to the consumption of your backend IT resources within a well-managed community of API developers and mobile app developers.
API Economy - The Making of a Digital BusinessAkana
In this presentation, Akana’s Laura Heritage will explore what it takes to make APIs work as the foundation of a successful digital business:
• What does it really mean to be a digital business?
• Examples of disruption happening across industries
• How APIs fit into a digital business
• What type of organization structure is needed for a digital business?
• New types of business models in the API Economy
• API security considerations for your digital business
Is it time for a Connector-less Approach to Cloud Integration? Akana
In this webinar you will learn:
• How to drastically cut down time to complete integration projects and integrate an unprecedented number of SaaS and cloud applications within your eco-system.
• Why ESB’s and connector-based integration do not scale.
• How APIs are redefining integration.
• A cloud integration blueprint for the Digital Enterprise.
• How a connector-less architecture can improve productivity.
ETG offers professional consulting services for providing Custom development, maintenance & support for Salesforce cloud platform. Our specialized services enable the clients with access to team of Salesforce experts.
Embedded Analytics: 5 Steps to App ModernizationPoojitha B
Learn how your organizations can use embedded data analytics to deliver smarter apps that help your customers make data-driven decisions and the 5 steps to app modernization.
The Business Value for Internal APIs in the EnterpriseAkana
- The value of internal API programs
- How APIs and SOA fit together
- Deployment patterns for Internal APIs
- Architecture concerns about API Gateways and ESBs
Maximize Your OpenText Investment: Upgrades and ImplementationsAdam Lloyd
Whether you are upgrading or implementing a system, you need to have a solid implementation methodology, the right resources with the right skills, and a rigorous project management plan for a successful implementation. In this webinar we will discuss some of the issues and challenges including automation, customer support, operations and maintenance, performance and capacity planning, and programming upgrades.
Complete webinar series can be viewed at http://www.sierrasystems.com/2014/01/learn-three-steps-maximize-business-value-opentext-investment/ or http://vimeo.com/sierrasystems
Best Practices for a Successful SharePoint Migration or Upgrade to the CloudPerficient, Inc.
Whether you are a chief information officer or an IT executive, this slideshare will provide you with the key details needed for a successful upgrade to SharePoint Online in Office 365. We will share:
Top reasons to move from on-premises to SharePoint Online
Challenges and technical considerations when migrating to the cloud
Options for migrating to Office 365/SharePoint Online
Best practices for secure cloud computing with SharePoint Online
CRMIT Solutions' Fixed Scope Offering for Fast Track Implementation of Oracl...CRMIT
The Oracle RightNow Cloud Service Fixed Scope Offering (FSO) from CRMIT Solutions is specifically designed by incorporating leading practices to provide a fast track implementation and get clients up & running on Oracle Service Cloud quickly, reliably with minimum-risk and maximum-ROI.
How Oracle Sales Cloud Release 12 Will Boost Sales ProductivityPerficient, Inc.
Release 12 of Oracle Sales Cloud is just around the corner and with it comes some great improvements that make it an even more compelling solution for enabling modern sales in the cloud.
Oracle Engagement Cloud is the crown jewel of the release, combining Oracle’s leading sales and service capabilities. From a single screen, users can stay abreast of customer needs with a unique combination of sales automation, service request management, and knowledge management for a comprehensive customer experience.
Our discussion on release 12 of Oracle Sales Cloud included:
-Review of key release changes
-Upgrade preparations
-Engagement Cloud and what to expect
Kloudrac as a Salesforce development company helps various companies to plan, design and implementation of complete Salesforce oriented business solutions. We at kloudrac understand your business requirement and customer experience.
To know more visit: - https://kloudrac.com/
How to Get Started with GxP Processes in Office 365 - The Discovery PhaseMontrium
The webinar covers the following topics:
-How the GxP Design and Delivery Landscape is Changing (digitization of processes, cloud adoption, agile adaptation, better relationships with service providers)
-Business Analysis for Office 365 and the Cloud (methods applied in a Discovery that meet life science trends)
-Discovery Goals (relationships, vision, delivery and enablement of GxP solutions in Office 365)
-Discovery Walkthrough (methodology, sessions, best practices)
Are you grappling with the major dilemma concerning your existing SharePoint intranet portal? Should you stick with an on-premises solution or migrate to the cloud?
Topics covered:
Cloud options available
Is O365/cloud right fit for you?
What you gain or lose moving to cloud?
Migration Strategies
Best practices for migration
Oracle Essbase in the Cloud A Mercer Advisors Success StoryPerficient, Inc.
Mercer Advisors, a privately held wealth management firm with approximately $11 billion in assets under management, needed a more robust financial reporting solution. Its legacy solution relied on an Excel-based framework with multiple General Ledger systems providing current and historical data.
Mercer Advisors decided to implement Essbase Cloud, part of the Oracle Analytics Cloud (OAC) platform to provide a modern platform for financial reporting. Mercer Advisors partnered with Perficient to execute on its vision to reap the benefits of this solution.
Mercer Advisors chief financial officer, Douglas Maxwell, discussed the OAC implementation including lessons learned and how OAC can benefit organizations like yours.
Discussion included:
-Challenges with the legacy environment
-Excel to cloud migration approach
-Benefits realized
Digital Transformation Road Map for Customer Service with Dynamics 365Manish Chauhan
Dynamics 365 for Customer Service: Digital Transformation Road Map for Customer Service with Dynamics 365. Drive digital transformation with a new approach to customer relationship management (CRM) solutions for a comprehensive view of your customers.
Establishing SOA Focused Enterprise ArchitectureChris Haddad
Enterprise architecture frameworks (i.e. TOGAF) define data, application, technology, and business domains. Where do services, APIs , and streams fit into the blueprint? Teams can enhance architectural integrity and coherence by establishing a SOA-focused and API-centric foundation for their architecture efforts. In this presentation, Chris will describe key Enterprise Architecture patterns and practices that accelerate project delivery and create a SOA-focused architecture. During this session, you will learn:
Why SOA-focused Enterprise Architecture and API-centric approaches accelerate project delivery and increase
What patterns and practices help overcome common SOA and Enterprise Architecture challenges
How to fit project-oriented service development into an Enterprise Architecture picture
Similar to Improve Customer Engagement and Loyalty with Oracle Engagement Cloud (20)
The world is quite a different place than it was six months ago, and with the 2020 holiday season fast approaching, the pressure is on to meet revenue goals in what’s been an uncertain year.
In August, we surveyed 154 marketing executives to find out what they think is likely to happen this holiday season and how they are preparing for it. The results are fascinating, and we’ve distilled them into clear actions you can take right now to adapt and prepare for a very different 2020 holiday season.
In this webinar, Eric Enge (Principal, Digital Marketing at Perficient) and Jim Hertzfeld (Chief Strategist, Digital at Perficient) discussed:
How marketers have already adapted and where they see the most opportunity moving forward
What will be different this holiday season and how to adjust your strategy accordingly
Ways to identify and meet changing customer expectations, wants, and needs
How to determine if your priorities or investments should change
What actions you can take right now to be successful
Transforming Pharmacovigilance Workflows with AI & Automation Perficient, Inc.
Medical information call centers have an opportunity to transform the way they capture, code, and analyze adverse events (AEs) and product quality complaints (PQCs) with artificial intelligence (AI) and automation.
The use of such innovative technology improves data quality and consistency, compliance, and operational efficiency. It helps reduce the frequency of your pharmacovigilance (PV) operations resources going home, saying, “I have more to do at the end of the day than I did when I started."
Our one-hour, on-demand webinar shows you how you can use AI and automation to turbo-charge your end-to-end PV system. Use cases and demonstrations will include:
Analyzing safety data
Auto-coding verbatim terms to official medical dictionary terms
Auto-creating an AE case in your database
Converting speech to text
The Secret to Acquiring and Retaining Customers in Financial ServicesPerficient, Inc.
Data, when leveraged effectively, can help you segment and target customers, analyze spending habits, and can create a personalized experience that builds value and customer loyalty.
Without a 360-degree view of your customers, you can’t properly target them with real-time personalized offers, advice, and other services. In addition, lack of customer intelligence creates lost opportunities for banks and insurers to cross-sell and upsell new products and services.
Our one-hour webinar covered how customer intelligence platforms can help you engage, acquire, and retain customers.
Oracle Strategic Modeling Live: Defined. Discussed. Demonstrated.Perficient, Inc.
The only thing certain about forecasting in a volatile economy is that the future is unpredictable. Historically, organizations have effectively utilized statistical techniques for short-term business planning, but leveraging actuals no longer allows us to predict the future. The ability to be prepared, responsive, and agile under these conditions is becoming a crucial success factor. Oracle Strategic Modeling can help you better navigate change to cope with uncertainty.
If your CFO’s questions regarding earnings, liquidity, and cash flow are unceasing and far-reaching, watch our on-demand webinar for a deep dive into strategic modeling. We modeled real-world scenarios to show how you can:
Quickly and easily develop a hierarchical model of your business
Leverage multiple pre-built functions to forecast key performance drivers
Provide transparency on forecasted financials via audit trail
Utilize goal seek to set financial targets and estimate the financials drivers necessary to achieve it
Perform sophisticated “what-if” analysis via simulations to improve the accuracy of your forecast
Use built-in dashboard functionality to deliver powerful reporting capabilities
While many stay-at-home orders have been lifted, consumers’ new digital buying behaviors and habits are here to stay. Watch our panel discussion on the accelerated need for commerce and learn how commerce and content can transform our digital economy.
Topics include:
-What is the “experience economy” and how do you leverage it? -If you move beyond product and price, what’s next?
-How business models have shifted and what you can do to break down silos and leverage new processes to capture the digital dollar.
-How organizations have built agile teams to address the ever-changing needs of customers, including responsive approaches that address the omnichannel consumer.
-Technologies that are best suited to enable your business and customers – and how headless commerce has changed the game.
-How the future of commerce is changing, and what you should do now to prepare.
Our panel features Jordan Jewell, IDC Research analyst known for his insight into the commerce industry. Joining him from Perficient is general manager Brian Beckham, who brings deep expertise in content management and empowering organizations in their digital transformations. Rounding out the panel is Episerver’s Joey Moore, who has spent the last decade helping organizations across the globe advance their digital maturity.
Centene's Financial Transformation Journey: A OneStream Success StoryPerficient, Inc.
Centene, a large multi-line managed care organization, was looking to modernize and streamline its corporate performance management (CPM) applications.
Centene had to move data between platforms multiple times during the close process so that close data could be fully consolidated and made available for reporting. This process had numerous challenges and inefficiencies that Centene wished to improve upon so that they could provide a more streamlined and more transparent process to the functional teams that leverage consolidated financials in their systems for reporting and analysis.
Centene chose OneStream XF for global and US consolidations, currency conversion, eliminations, and ownership percentage.
Michael Vannoni, director, financial systems solutions discussed the migration to OneStream XF including:
-Factors leading to the selection of OneStream XF
-Details of the solution design
-Benefits realized with global consolidation implementation
-Future planned enhancements
WHODrug Koda, developed by Uppsala Monitoring Centre (UMC), is an automated coding service, which uses artificial intelligence (AI) to automate the coding of drug names and ATC selections, improving consistency and operational efficiency. It can also be used to accelerate dictionary upgrades, including the transition from WHODrug B2 format to B3.
Through API (Application Programming Interface) web services, the coding engine can be integrated with custom or off-the-shelf drug safety, medical coding, or data management systems.
In this webinar, Perficient and UMC discussed WHODrug Koda and how you can integrate it into your medical coding activities.
Preparing for Your Oracle, Medidata, and Veeva CTMS Migration ProjectPerficient, Inc.
There are multiple reasons why companies migrate to a new clinical trial management system (CTMS). Still, the two most common are mergers and acquisitions (i.e., CTMS consolidation) and the desire to switch CTMS vendors. Regardless of the reason, many of the best practices, processes, and tools are the same.
In this webinar, we looked at the migration approaches taken across several case studies. You’ll come away with an understanding of:
Pros and cons of each CTMS migration method
Types of migration tools, including APIs, ETL tools, and adapters
Approximate timelines and costs associated with each migration method
The topics discussed in this webinar can be applied to any CTMS migration project, whether you’re moving to or from Oracle’s Siebel CTMS, Medidata’s Rave CTMS, and Veeva’s Vault CTMS.
Accelerating Partner Management: How Manufacturers Can Navigate Covid-19Perficient, Inc.
The pandemic has ushered in a new normal for manufacturers, and the impact of digital communication is more important than ever.
View our on-demand webinar with Tony Kratovil, Regional Vice President of Manufacturing at Salesforce, and Eric Dukart, National Sales Executive at Perficient. They covered why the right digital strategies are critical for manufacturers in the wake of COVID-19.
Our webinar covered:
Current challenges with forecasting, collaboration, and disruptions to distribution networks.
Insights for stabilizing operations, accelerating partner management, and developing a digital strategy that differentiates your business.
Candid Q&A with real-world examples.
New Work.com resources to help manufacturers restart safely and rebuild.
Tools and resources to move forward – fast.
The Critical Role of Audience Intelligence with Eric Enge and Rand FishkinPerficient, Inc.
Things move quickly in marketing. How do you identify what your customers need and how you can help? Now more than ever, audience intelligence is the key.
Audience intelligence is about understanding your target customers, their needs, what resonates with them, and how you can reach them. Eric Enge (Digital Marketing Principal, Perficient) and Rand Fishkin (Co-Founder & CEO, SparkToro) discussed this topic live on May 7, 2020. Watch to hear tactics for gaining a better understanding of your customers, how to use audience intelligence to optimize your marketing now, and more.
Cardtronics, the global leader in ATM deployment and management, decided to retire its on-premises Hyperion solution to gain the operational efficiencies, features, and functionality provided by a best-in-class cloud solution.
Cardtronics chose Oracle EPM Cloud including Financial Consolidation and Close, Planning, Management Reporting, Account Reconciliation, Enterprise Data Management, as well as Oracle Analytics Cloud.
In this video, project owner Richard Ng, director, financial systems, Cardtronics, discusses the migration to Oracle EPM Cloud including:
Multi-release 18-month deployment schedule across multiple countries
Benefits of a global Chart of Accounts for ERP and EPM
Seamless integration across ERP Cloud, HCM Cloud, and EPM Cloud
Preparing for Project Cortex and the Future of Knowledge ManagementPerficient, Inc.
Microsoft has turned traditional enterprise content management on its head with its recent announcement of Project Cortex.
Project Cortex uses advanced artificial intelligence to harness collective knowledge from across the enterprise and automatically organize it into shared topics like projects, products, processes, and customers. Using AI, Cortex creates a knowledge network based on relationships among topics, content, and people and delivers it in the apps you use every day – Office, Outlook, and Teams.
This webinar examined Project Cortex in more detail, including:
• What is Project Cortex?
• Why is Project Cortex different than other knowledge network projects previously introduced?
• How does incorporating AI and automation change the game?
• What is possible with Project Cortex?
• What can you do to prepare?
Utilizing Microsoft 365 Security for Remote Work Perficient, Inc.
With an increasingly mobile workforce, and the spread of shadow IT, the rapid rise of cybercrime - companies must find unique ways to effectively manage their sprawling SaaS portfolio.
A tale of scale & speed: How the US Navy is enabling software delivery from l...sonjaschweigert1
Rapid and secure feature delivery is a goal across every application team and every branch of the DoD. The Navy’s DevSecOps platform, Party Barge, has achieved:
- Reduction in onboarding time from 5 weeks to 1 day
- Improved developer experience and productivity through actionable findings and reduction of false positives
- Maintenance of superior security standards and inherent policy enforcement with Authorization to Operate (ATO)
Development teams can ship efficiently and ensure applications are cyber ready for Navy Authorizing Officials (AOs). In this webinar, Sigma Defense and Anchore will give attendees a look behind the scenes and demo secure pipeline automation and security artifacts that speed up application ATO and time to production.
We will cover:
- How to remove silos in DevSecOps
- How to build efficient development pipeline roles and component templates
- How to deliver security artifacts that matter for ATO’s (SBOMs, vulnerability reports, and policy evidence)
- How to streamline operations with automated policy checks on container images
State of ICS and IoT Cyber Threat Landscape Report 2024 previewPrayukth K V
The IoT and OT threat landscape report has been prepared by the Threat Research Team at Sectrio using data from Sectrio, cyber threat intelligence farming facilities spread across over 85 cities around the world. In addition, Sectrio also runs AI-based advanced threat and payload engagement facilities that serve as sinks to attract and engage sophisticated threat actors, and newer malware including new variants and latent threats that are at an earlier stage of development.
The latest edition of the OT/ICS and IoT security Threat Landscape Report 2024 also covers:
State of global ICS asset and network exposure
Sectoral targets and attacks as well as the cost of ransom
Global APT activity, AI usage, actor and tactic profiles, and implications
Rise in volumes of AI-powered cyberattacks
Major cyber events in 2024
Malware and malicious payload trends
Cyberattack types and targets
Vulnerability exploit attempts on CVEs
Attacks on counties – USA
Expansion of bot farms – how, where, and why
In-depth analysis of the cyber threat landscape across North America, South America, Europe, APAC, and the Middle East
Why are attacks on smart factories rising?
Cyber risk predictions
Axis of attacks – Europe
Systemic attacks in the Middle East
Download the full report from here:
https://sectrio.com/resources/ot-threat-landscape-reports/sectrio-releases-ot-ics-and-iot-security-threat-landscape-report-2024/
Why You Should Replace Windows 11 with Nitrux Linux 3.5.0 for enhanced perfor...SOFTTECHHUB
The choice of an operating system plays a pivotal role in shaping our computing experience. For decades, Microsoft's Windows has dominated the market, offering a familiar and widely adopted platform for personal and professional use. However, as technological advancements continue to push the boundaries of innovation, alternative operating systems have emerged, challenging the status quo and offering users a fresh perspective on computing.
One such alternative that has garnered significant attention and acclaim is Nitrux Linux 3.5.0, a sleek, powerful, and user-friendly Linux distribution that promises to redefine the way we interact with our devices. With its focus on performance, security, and customization, Nitrux Linux presents a compelling case for those seeking to break free from the constraints of proprietary software and embrace the freedom and flexibility of open-source computing.
Generative AI Deep Dive: Advancing from Proof of Concept to ProductionAggregage
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4. Demo
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Execution from the test manager
Orchestrator execution result
Defect reporting
SAP heatmap example with demo
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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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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