integrating a modern service experience with your ... · external devices mobile devices a restful...

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |

Integrating Modern Service Experience with your Enterprise systems

Rhianna Albert Director, Solutions eVerge Group Jeff Wiedre CRM Nikon

Vikram Kaledhonkar Principal Product Manager Oracle

Copyright © 2015, Oracle and/or its affiliates. All rights reserved.

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The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

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Your modern service data needs to ‘co-exist’ with other or legacy systems

Your modern service solution needs to utilize other existing services or vice-versa

Your modern service users need unified user interface that spans across customer experience solutions

Your business needs orchestration of multiple business processes involving customer service

Modern service integration needs

Process User Interface

Copyright © 2015, Oracle and/or its affiliates. All rights reserved. 5

Connect PHP API

Connect REST API

ROQL

Connect Knowledge Foundation API

Connect Chat Consumer API*

Connect 3rd Party Queuing API*

Connect REST API

Connect JavaScript API*

Connect Desktop Add-in framework*

ROQL

Connect Web Service for SOAP API


Oracle Service Cloud SOA Adaptor*

Custom Process Models

Oracle Service Cloud – Solving your integration needs

* Covered in separate sessions

Connect Web Services For SOAP API


Oracle Service Cloud – API landscape

Client-Server APIs, invoked by integrations deployed on-premise or other clouds (3rd party or Oracle public cloud)

Server side APIs & frameworks, deployed on Oracle Service Cloud

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Custom Processes

Connect PHP APIs

Connect Web Services For SOAP

Connect REST API

*Connect Chat Consumer API

*Connect Knowledge Foundation API

Unified Agent Desktop

Web Apps

*Connect JavaScript API

*Connect Desktop Add-in

Framework

*Connect 3rd party Queuing API

Customer’s premise or 3rd party clouds


Connect API - Architecture

•An ‘abstract’ object model that represents data in Oracle Service Cloud database.

• Exposes all standard as well as custom objects e.g. Incident, Account, Contact etc and all custom objects.

•All Connect APIs (client-server as well as server-side) are built on Connect Common Object Model (“CCOM”)

•CPMs – Custom Processes that leverage Connect PHP and execute as part of a server transaction or business rule

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Connect PHP API

Connect REST API

ROQL




Connect REST API

Connect Javascript API*


ROQL








Connect Web Services For SOAP (‘CWSS’)

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Standards based SOAP Web Services APIs to interact with data stored in Oracle Service Cloud.

Provides Create, Read, Update & Delete (‘CRUD’) capability for all Standard and Custom Objects, including Object Query Language (‘ROQL’)

Also enables marketing APIs such as send mailings or trigger marketing flow

WS-I basic profile v1.2 and SOAP v1.1 compliant

Backwards compatible with seamless upgrades

Use CWSS: for all your data and process integrations that require interacting with Service Cloud data from external service or external application.

CCOM

Connect Web Services For SOAP

External Services External Enterprise Applications

Service Cloud Database



Connect PHP API

Connect REST API

ROQL




Connect REST API

Connect PHP API



ROQL








Connect PHP APIs (‘CPHP’)

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CCOM

Connect PHP API

Customer Portal Customer Portal Customizations Custom Processes

A PHP library that enables web developers to build new web experiences or extends the Customer Portal experience using standards based PHP, HTML, JavaScript and CSS.

Provides Create, Read, Update and Destroy (‘CRUD’) ability for all Standard and Custom Objects, including Object Query Language (‘ROQL’)

Backwards compatible API with seamless upgrades support

Includes helper PHP classes and methods for executing a report, send mailings etc

Use CPHP: when you need to create new or extend existing web experiences, as part of customer experience solution, that involves Service Cloud data




Connect PHP API

Connect REST API

ROQL




Connect REST API

Connect PHP API



ROQL








Connect REST APIs (‘CREST’)

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CCOM

Connect REST API

External Web Apps

External Devices Mobile devices

A RESTful style Web Service API that enables web & mobile developers to build customer experiences using lightweight, standards based HTTP & JSON.

Provides Create, Read, Update and Destroy (‘CRUD’) ability for all Standard and Custom Objects.

Backwards compatible API with seamless upgrades support

Follows standard REST API pattern across Oracle applications.

Use REST API: when you need to create customer experiences involving Service Cloud data on a mobile/other external devices or as part of external web application.




Connect PHP API

Connect REST API

ROQL




Connect REST API

Connect PHP API



ROQL








Custom Processes (aka ‘CPM’)

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Connect PHP

Server side scripts that enables you to extend Oracle Service Cloud by implementing custom business or integration logic in the context of events occurring in Service Cloud. E.g. upon Contact Create or Incident Update etc

Uses Connect PHP, backwards compatible

Supports synchronous as well as asynchronous execution of your business logic

Custom processes can be defined on standard or custom objects

Contact, Answer, Incident, Opportunity, Organization

Any custom object which has been defined and deployed

Use Custom Processes: for process orchestrations across multiple applications, for long running business logic and for asynchronous processing


Message Queue



Connect PHP API

Connect REST API

ROQL




Connect REST API

Connect PHP API



ROQL

Connect Web Service for SOAP API, ROQL







ROQL – Object Query Language

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SQL like query language to extract data

Part of Connect Web Services For Soap (CWSS) and Connect PHP APIs (CPHP)

Supports two flavors – object data query and tabular (csv) data query

Built on CCOM, allows to navigate through object relationships using dotted notation!

Suitable for bulk extract

Filtering capability with many operators

Use ROQL: for integrations that need to extract filtered data from multiple Service Cloud objects

CCOM

ROQL


Customer Portal

CP

HP


Nikon/eVerge: Business case

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Introduction

Experience: CX Practice Director 20 years contact centers & customer experience 8 years Implementing & Enhancing Oracle Service Cloud (RightNow) User Communities: Active member in Oracle developer & User communities Ran NY area RightNow User Group Social/ Thought Leadership: Owner & Contributor to eVerge CX blog, twitter, linkedin Public Speaking: Open World, WISE, CX Industry events Frequent involvement in new Oracle roadmap, enhancements and beta testing


About eVerge Group

Founded in 1993

Based in Dallas, Texas (Plano)

1,000+ successful implementations

Focused on delivering business value

Committed to customer satisfaction

Impeccable customer references

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"(eVerge Group) has been a fantastic

partner for us because they are doing a lot

of the heavy lifting... helping us to define

our business requirements and bringing

the solution to the front line."

Alex Calicchia, Executive VP and

CMO Midsouth Bank


Integration Solutions and Services eVerge Group Offers a Full Range of Integration Solutions and Services

Solutions Services

Business Intelligence

Customer Experience

Enterprise Information Management

Enterprise Resource Planning

Human Capital Management

Implementation Services

Software Upgrades

Assessments

Change Management

Ongoing Support Services


Customer Relationship Management Sample Clients

http://sharepoint.evergegroup.com/sales/Company Logos/DaVita RX logo.JPG

http://netversant.com/

http://sharepoint.evergegroup.com/sales/Company Logos/Forms/DispForm.aspx?ID=130

http://www.opensolutions.com/home.aspx

https://www.midsouthbank.com/index.cfm

http://www.tetratec.com/

http://www.sabre-holdings.com/

http://www.madixinc.com/index.html

http://harlandclarke.com/

http://sharepoint.evergegroup.com/sales/Company Logos/Forms/DispForm.aspx?ID=50

http://airsysco.com/index.aspx


Customer Case Study: Nikon

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Contact Merge Using Custom Business Process Using Connect PHP

Business Issue

As with most businesses, Nikon gets a significant number of duplicate contact records created in the system. Nikon wanted a way for an agent to merge these records.

Existing Solution

Nikon had a Customer Portal page that performed the contact merge. This page was iframed into the Oracle Service Cloud console and allowed the agent to type a list of contact ids and get them merged. The cons of the existing solution included:

Page took up significant screen real estate Browser controls have high resource overhead Could not merge enough fields Security concerns

New Solution

This was a more baked-in solution, using the ability of Oracle Service Cloud to perform database CRUD actions based on Create or Update of Contacts (and other objects). Pros

Agent presented with a field on the contact workspace, which could be populated with merge IDs.

On save, these IDs would merge Con

Development to create extra CPHP logic



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Product Return

Business Issue

Sometimes products have issues that necessitate being serviced. Nikon had to both determine if a given product suffered from a defect as well as provide a way for the customer to send it back.

Solution Options

Option 1: Fully Manual Agent checks serial number and mails form. Pros: Nearly no development Cons: Increased agent utilization Option 2: Fully Automatic Customer searches serial number and requests form via web. Pros: Greatly decrease agent utilization Cons: More development

Solution and Results

Fully Automatic Customer portal form created with integration to third party shipping API.

Prevent Problems: Leverage analytics Proactive: Product and/or service recommendations Personalize: Tailored outreach programs Adaptive: Continually evolving Efficiency: Increased customer interactions with same

headcount



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eCommerce

Business Issue

Nikon had been using Oracle Service Cloud to support customer service operations for years, but was looking for better integration with its web sales and service tools in order to improve the overall customer experience.

Goals

Nikon engaged eVerge Group to build integrations with the company’s e-commerce operations:

Integration with E-commerce System

• Enables more of a 360° view of customer

• Provides contact center agents visibility into orders originating from the online store,

• Allows Nikon to market to customers based on products previously purchased.



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eCommerce

Option 1

E-Commerce sends order to Oracle Service Cloud as soon as it is created. Pros: • The agent gets near real time updates in Oracle Service

Cloud as soon as a new order is created. • When those orders are updated, the information likewise

appears immediately in Oracle Service Cloud. Cons: • The customization work would be almost entirely in the E-

commerce system, utilizing the Connect Web Services framework to send transactional updates to Oracle Service Cloud when new order information is saved.

Option 2 - Selected

E-Commerce sends an XML file to a server to be batched and consumed by a windows service using Connect Web services. Pros: • Logic surrounding editing and updating Oracle Service

Cloud fields will be completely managed by the support department.

• This solution is not dependent on E-Commerce once the XML file is being dropped regularly.

Cons: • Not real time data with a delta of however long the update

schedule runs. • If the XML changes in structure, the import program will

not be able to handle it without being recompiled. • Windows service (.net solution) that will do the importing

must live somewhere.


Customer Case Study: AMX

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Proactive Engagement

Goals

Delivered Solution Requirements

Revitalize Oracle Siebel self-service channel through a richer portal, online chat, and better knowledge management via RightNow.

Generate leads through chat

Qualified leads sent to CRM

Improve customer experience

Acquire more customers

Rapid roll-out and scale globally

Proactive: Syndicated chat to dealer websites

Skill-Based: Routed chat based on product

Unified: Integrated to CRM through web services API and custom process models with Connect for PhP

Adaptive: Optimized business processes based on insightful analytics

AMX is dedicated to integrating AV solutions for an IT world. AMX solves the complexity of managing technology with reliable, consistent and scalable systems comprising control and automation, system-wide switching and AV signal distribution, digital signage and technology management. AMX systems are deployed worldwide in conference rooms, homes, classrooms, network operation/command centers, hotels, entertainment venues and broadcast facilities.


Customer Case Study: AMX

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Proactive Engagement

Results

Client Feedback

CSAT: Increased 12%

Leads: Increased 15%

“The eVerge group allowed AMX to achieve implementation of RightNow Click-to-chat rapidly and, based on our strategic roadmap, within a very small window of opportunity.”

- Lee Forsythe, AMX


Customer Case Study: Intergraph

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First Oracle Siebel and Service Cloud Coexistence

Business Issue

Process, Power and Marine division was seeing a decrease in customer satisfaction as customer’s complained that there was an inability to find relevant knowledge.

Goals

Revitalize Siebel self-service channel through a richer portal, online chat, and better knowledge management via RightNow.

Comprehensive solution leveraging the automation & workflow in Siebel with ease of use of RightNow for customers – this covers the entire customer experience and it will all be managed using Siebel and RightNow.

Providing a single view into the customer and how an organization can leverage that for success is a cross-industry story.

“We wanted to build a seamless user experience that leveraged the service request capability from our on-premise Siebel and the knowledge base capability from the RightNow cloud solution. ”

Scott Uptain – IT Director at Intergraph

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Approach Options

Solution and Results

Web services integration using RightNow knowledge foundation Open UI for Oracle Siebel Service Request creation integrated with

Service Cloud customer portal Single Sign-On (SSO) between Oracle Siebel and Service Cloud Custom widget for customer portal Connect for PhP

Option 1: Oracle RightNow Knowledge Cloud Service base as Siebel iframe Pro: Easy implementation Con: Unassociated knowledge and tickets Option 2: Integrate the Oracle RightNow Knowledge Foundation API with Siebel Pro: Integrated tickets, searching and articles Con: More custom code

First Siebel and RightNow Coexistence Customer Case Study: Intergraph


Continue the Conversation. Oracle Service Cloud Community bit.ly/OSVCcommunity


1-hour, 1-on-1 sessions | Palazzo Ballroom K, Floor 5 *If you didn’t register beforehand, visit bit.ly/ATEVegas or the Reg Desk on Floor 5. First-come, first-served. Limited availability.

Ask the Oracle Service Cloud Experts sponsored in part by:

Be Sure to Attend: Technical Track 2 – 2:45 p.m. Multichannel Service Interactions, Scott Seebauer & Monty Deckard Are you meeting your customers' channel expectations? This session will provide an overview of channel options that will enable you to exceed expectations, and illustrate how channels are delivered as part of the Oracle Service Cloud solution including chat, cobrowse, computer-telephony integration (CTI), video, and SMS. You'll also learn how to seamlessly transition customer interactions across channels.

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