Oracle Engagement Cloud | SoftClouds

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.IDEAS
.INNOVATIO
N .INSPIRATION
SoftClouds
Oracle Engagement Cloud

About Us
Founded
2005
Other Locations
Hyderabad, India
Delhi, India
Tokyo, Japan
Headquarters
San Diego, CA
Target Market
Majors & Enterprise

Industry Focus
Financial
Hospitality
Healthcare
Technology Airlines
Consumer
Goods
Engineering
& Construction
Industrial
Manufacturing
Communication
Automotive
Utilities
Diversified

What we DO
Proactively identify needs &
introduce innovative solutions
Own deep technical expertise
essential for today & tomorrow
Enterprise level service &
Resolve solutions history
Understand today’s need for
tomorrow’s demand
Proven methodology along
with a flexible approach
Trusted partner with
innovation at core

LOYALTY CLOUD
IDENTITY CLOUD
ANALYTICS CLOUD AUTONOMOUS
DATABASE
CX Expertise

Integrations

What's OEC?

Oracle Engagement Cloud
• Sales & Service within One Platform
• Unique Combination of
• Sales Automation
• Service Request Management
• Knowledge Management
• Digital Customer Service
• Provides 360° View of Customer
• Interactive Dashboards & Reports

Oracle Engagement Cloud Features
Sales Automation
Performance Management
Partner Management
Customer Data Management
Knowledge
Management
Knowledge Creation
Document Control &
Languages
Contextual &
Self-Learning Search
Intelligent Assistant
Integrated Knowledge
Integrations
Oracle CPQ
CTI
Oracle IoT
Oracle Field Service Cloud
Microsoft Outlook
Microsoft office 365
Gmail
Other Third-Party Apps
Service Management
Service Request Management
Omni Channel
Digital Customer
Service
Web Enablement
Co-Browsing Service
Chat
Knowledge Association

Sales Automation

• Sales Planning with Data-Driven Process
• Advance Quota Planning with Key Stakeholders
• Formulate Commission & Bonus Plan
• Managing Sales Quota within Territory
• Optimizes Sales Performance & Revenue
• Export & Import Data to Territory by Single file
Performance Management

Partner Management
• Partner Recruit & Onboard
• Effective Plans for
• Key Accounts
• Top Product
• Joint Marketing Campaign
• Dynamic Deal Registration
• Establish & Sustain Brand Image
• CPQ Integration for Price & Approval
• Enhance Partner Relationship Management
• Digital Customer Service

Customer Data Management
• Create Organization & Personal Client Information
• Manage Customer’s Hierarchy
• Data Integration
• Duplicate Data Identification
• Address Cleansing

Knowledge Management

• Knowledge Creation with Web-Based WYSIWYG Editor
• Develop Knowledge Answers as User’s Everyday Job
• Find & Replace Text Across Different Channels
• Deliver Rich, Compelling Interactions with Rich Media Support
• Define Custom Authoring & Approval Workflow
Knowledge Creation

Languages Document Control
• Deliver Consistent Global Support
• Managing Single Answer Responses Across Multiple
Languages
• 34 Core Language Dictionaries Available
• Control Knowledge Articles by Public, Private, Brand,
Product & Custom Groups
• Customize Content via Conditional Sections
• Control Access by Field Level & Role-Based
Document Control & Languages

Self-Learning Search Natural Language Search
• Minimize Knowledge Maintenance
• Deliver the Best Answers
• Discover Related Answers Using Learned Links
• Improve Search Context & Relevancy
• Automatic Understanding of the Question
Contextual & Self-Learning Search

Smart Assistant SmartAssistant For Contact Center
• Intercept & Reduce Inbound Escalations by Up to 30%
• Finds Relevant Answers to Customer’s Questions
• Suggestions to Email Questions & in Live Chat
• Automatically Improve Results with Autotuning
• Empower Agents to Find Right Answer Faster
• Reduce Agent Training with Suggested Answers
Intelligent Assistance

Oracle Service Cloud for Self-Service Oracle Service Cloud Chat
• Customer Satisfaction Through Knowledgebase
• Empower Clients to Find Answers & Quick Resolutions
• Access to Same Knowledge Regardless of Channel
• Answer Recommendation with Smart Assist
• Selectively Push Answers to Customer via Chat
• Share Answers with Customers During Chat Session
Integrated Knowledge

Integration
MS
Outlook
• CRM Applications
• Oracle CPQ Cloud
• Oracle Marketing Cloud
• Salesforce
• Mobile
• Outlook Platforms
• Other Third-Party Applications

Service Management

Capturing Service Request (SR) Organize & Assign Manage Service Request Life Cycle
• Capture New SR
• SRs via Email & Digital Customer Service
• Prioritize & Categorize SR
• Select Correct Threads Entry
• SR Moves Through Statuses
• Customize SR Based on Requirements
Service Management

• Seamless Communication Across Numerous Channels
• Available Across Various Devices
• Live Chat & Co–Browser Functionality
• Bridge the Gap between Customers & Service Team
• Facilitates Customer Reaches Right Agent or Reps on First Attempt
Omni Channel

Digital Customer Service

Web Enablement Co-Browse
Knowledge
Association
Chat

Web Enablement
• Branding
• UI Personalization
• Create/Manage Service Requests
• User Self-Registration
• Search for Products
• Communicate with Agents
• Provides Better Customer Service Experience

Co-Browse
• Faster & Accurate Help
• Representative
Views Customer’s Screen
• Real-Time Interactions
Following Access Controls Possible:
• View Only: Customer’s Screen
• View + Point: Customer' Screen, Can Utilize a Mouse Pointer to items on Screen
• View + Guide: Customer's Screen, Can Control their Mouse Pointer, but Cannot
Execute Clicks
• Remote Control: Control Customer’s Screen, Mouse & Keyboard

Knowledge Association
Feature that Provides the Ability to:
• Collect Knowledge Articles in Knowledge Base
• Resolve Questions or Service Requests
• Robust Translation Workflows
• Access to Consumers (Workers, Customers, Help-Desk
Agents, or Customer Service Reps) & Authors

Chat
Live Text Window:
• Allows Agent to Respond to Customer
• Quicker Response & Direct Interaction
• Controlling Center Traffic & Operational Cost
Unified Window:
• Manages All Real-Time Agent Comms

Our OEC Capabilities

Our OEC Capabilities
Sales
Automation
Partner
Management
Service
Management
Knowledge
Management
Digital
Customer
Experience
UI Design Integration
Reports &
Dashboards

Sales Automation
• Smart Selling
• Territory Optimization
• Forecast System
• Data Management Process
• Product Management & Pricing
• Incentive Compensation Management
• Interactive Dashboards & Reports with Product Configuration
• Data Import/Export

Partner Management
• Personalized Branding
• Sales Territories & Assignment for Channel Sales
• Importing Partner Accounts, Contacts, & Deal Registrations
• Expanding Channel Sales Capabilities
• Configure Business Intelligence

• Service Request Automation to Track & Resolve Issues
• Configure Queue for Optimized Routing
• Notification & Automate Queuing Process
• Co-Browsing
• Chat Enablement
Service Management

Associate Knowledge to:
• Create & Manage Information
• Collect Articles in a Central, Shared Location
• Intuitive & Contextual Knowledge
• Appropriate Access to Users Based on Their Roles
(Agents, Authors, Customers & Sales Reps)
Knowledge Management

• Personalized Branded UI /UX
• Web-Based Customer Self-Service Portals
• Deploy Multiple Versions of DCS Applications
• Co-Browse Enablement
• Chat Implementation
• Knowledge Association
• Service Request Management
• Responsive Web Design – “ Anywhere – Everywhere”

• Branded UI/UX
• Modern Look & Feel
• Responsive Layout Based on Device
• Personalization & Configuration
• User Journey Mapping
UI Design

• CRM Applications
• Oracle CPQ Cloud
• Oracle Marketing Cloud
• Salesforce
• ERP
• Oracle ERP Cloud
• JD Edwards
• Enterprise Mobile
• Outlook Platforms
• Other Third-Party Applications
Integrations
MS
Outlook

• Role-Based Visibility for Dashboards & Reports
• Adding an External Web Content on Dashboard Page
• Detailed Sub Reports & Application Data
• Custom Formulas for Different Business Process
• Data Visualization
• Share Reports & Export in PDFs & Excel
• Graphical Representation of Data Helps to:
• Less Time & Cost
• Quick Understanding & Attention
• Quick Decision Making
Reports & Dashboards

Unified CX Platform
Data
Management
Analytics &
Data
Visualization
Application
Development
Identity &
Security
Unified platform is at
core of all Oracle CX
applications

Why SoftClouds?
• Well Balanced & Experienced Team
• Team that has Delivered Successful Solutions
• Strategic Thinking & Solution Providers
• Excellent Leadership Skills
• Working Knowledge with C-Level
• Flexible Business Models: Fixed Bid, Time & Material
• Execution Locations: On-Site, Off-Site, Off-Shore

Innovations
Expertise
Solutions
SoftClouds
Innovators Strategic Thinkers Technical Architects
Solution Providers

Thank You

Brian J. Friedman
GVP – Global Strategic Sales
415.378.7400
brianf@softclouds.com
www.softclouds.com

Oracle Engagement Cloud | SoftClouds

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