oracle service cloud overview

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

Modern Customer ServiceSolution Overview

Bang TaApplications Sales ManagerOracle CX Cloud


Agenda

Business Imperative

Solution Overview

Customer Success

1

2

3


Achieve Sustainable Growth & Profit

INCREASE OPPORTUNITIES

IMPROVE CONVERSIONS

DRIVE MORE SALES

ACQUISITION(INCREASE REVENUE)

INCREASE SATISFACTION

IMPROVE LOYALTY

DRIVE HIGHER ADVOCACY

RETENTION(STRENGTHEN RELATIONSHIPS)

INCREASE PRODUCTIVITY

IMPROVE SELF SERVICE

DECREASE OPERATION COSTS

EFFICIENCY (LOWER EFFORT)


Some Things Haven't Changed

“A business absolutely devoted to service will have only one worry about profits. They will be embarrassingly large.”

Henry Ford > founder of the Ford Motor Company

reason to recommend a company:

is still Outstanding Service*#1


Some Thing’s Have Changed Forever

1980s 1990s 2000s 2010s

EmpoweredCustomers

Digital isHumanized

KnowledgeEverywhere

Internet ofThings

Mobile as Primary Channel

Cross-ChannelService

WHAT’S NEXT

Harder To Differentiate,

Compete & Win

Channels, Devices, Technologies & Behaviors


More Channels, More Choice, More Access

1 channel 2 channels 3 channels 4 channels 5 or more channels

25% of consumers use less than 3 channels

75% of consumers use 3 or more channels

*Source: Ovum

Most Customers Cross Many Channels


What Customers Expect Has Evolved

And Someone Will Deliver

Access on their terms

Consistent information

A clear path to an agent

Know the facts about them

Don’t make them repeat

Access to their peers

On Every Channel


Become A Modern Customer Service Organization

Modern Customer

Service

Engage Customers

Make it easy for customers to engage with your brand

1 2Empower Employees

Make it easy to serve customers

3Adapt QuicklyEasily adapt to the changing needs of your business


Agenda

Business Imperative

Solution Overview

Customer Success

1

2

3


ORACLECOMMERCE CLOUD

ORACLESALES CLOUD

ORACLEMARKETING CLOUD

ORACLESERVICE CLOUD

ORACLESOCIAL CLOUD

Cross ChannelContact Center

KnowledgeManagement

Web CustomerService

PolicyAutomation

Service Cloud Platform

Field ServiceManagement

The Oracle CX Portfolio



KnowledgeManagement

Web CustomerService

PolicyAutomation




Social Self-ServiceLeverage the Power of

Customer Knowledge

Web Customer Service

Email SupportComplete Email

Response Management

Live ChatIndustry Leading Chat

& Proactive Chat

Self-ServicePixel Perfect Support

Sites and Widgets

Smart EngagementGuides & Troubleshooters

Integrated KnowledgeSingle Knowledgebase Across

All Channels

Mobile Self-ServiceGlobal Device Support

Co-BrowseIn Depth Agent

Assistance

Connected, Engaging & Personal



Web & Mobile Self-Service

Social Self-Service

Live Chat & Co-Browse

Email Support

Smart Engagement

Industry Leading Self-Service

Flexible Self-Service

• From support sites to widgets, deliver knowledge where it’s needed most

Pixel Perfect Branding

• Match the look and feel of your brand with ease

Mobile Customer Service

• Deliver self-service on mobile devices around the globe

Integrated Assisted Service

• Provide access to live help when your customers need it




Social Self-Service


Email Support

Smart Engagement

Example Customer Sites

{ 4M sessions/mo }

{ 9.5M sessions/mo }

{ 5M sessions/mo }

{ 9M sessions/mo }

{ 8M sessions/mo }

{ 2M sessions/mo } { 4.5M sessions/mo }

{ 5M sessions/mo }

https://support.directv.com/

https://support.directv.com/

https://motorola-global-portal.custhelp.com/app/home/action/auth




http://help-en-us.nike.com/app/home

http://help-en-us.nike.com/app/home

http://www.yahoo-help.jp/

http://www.yahoo-help.jp/

http://help.linkedin.com/app/home

http://help.linkedin.com/app/home

http://btbusiness.custhelp.com/

http://btbusiness.custhelp.com/

http://help.walmart.com/

http://help.walmart.com/

https://customerservice.macys.com/app

https://customerservice.macys.com/app




Social Self-Service


Email Support

Smart Engagement

The Power of Customer Knowledge

Self-Service for Facebook

• Connect and engage with your customers in the web’s largest community

Community

• Create a community where customers can help each other

• Moderate and identify best answers

• Add ideation community spaces where customers can share ideas for new products & services




Social Self-Service


Email Support

Smart Engagement

Live Agent Assistance

Live Chat

• Augment self-service with live agent assistance

• Deliver via web & mobile

• Commerce ready (PCI Compliant)

Proactive Engagement

• Leverage real time behavior & customer history to determine when to invite customers to chat

Co-Browse

• Enable agents to co-browse with customers when needed




Social Self-Service


Email Support

Smart Engagement

Efficient & Effective Email Management

Email Management

• Route and manage inbound emails

• Define rich HTML responses, add personalized content and track clicks

Ask a Question

• Enable customers to submit questions directly from your support site

Agent Efficiency

• Automate escalations & workflow

• Leverage Standard Text for fast and consistent responses

• Use SmartAssistant to recommend the best answer




Social Self-Service


Email Support

Smart Engagement

Intelligent Assistance

Guided Assistance

• Provide step-by-step troubleshooting

• Create guides quickly and easily

SmartAssistant

• Recommend the best answer based on a customer question

• Reduce inbound escalations by up to 30%

Intelligent Routing

• Leverage real time behavior and agent skills to match the right agent with the right customer



KnowledgeManagement

Web CustomerService

PolicyAutomation




Unified DesktopIntegrate Applications

to a Single Desktop

Telephony ControlMedia Control Toolbar &

Screen Pop

Case ManagementIntelligent Queuing & Routing,

Escalation & Collaboration

Guided ResolutionInteraction Workflow & Agent

Scripting

Social EngagementSocial Customer Profiles &

Monitoring

AnalyticsRole Based Reports

& Dashboards

Customer

EngagementCustomer Feedback &

Proactive Communications


All Channels

Mobile DesktopAnywhere, Anytime

Contact Center

Adaptable, Unified, Empowering


Cross-Channel Contact Center

Case Management

Guided Resolution

Social Engagement

Customer Engagement

Analytics

Telephony Control

Unified Agent Desktop

Mobile Desktop

Multi-Channel Case Management

Case Management

• Manage cases across channels

• Capture & track key case information

• Use agent productivity tools such as standard text to reduce handle times

Accounts & Contacts

• Keep key account & contact information up to date

• Track asset ownership and detailed product configurations by customer

Contracts & SLAs

• Define and track customer contracts and SLAs

• Ensure SLA adherence and track organizational performance



Case Management

Guided Resolution

Social Engagement

Customer Engagement

Analytics

Telephony Control


Mobile Desktop

Intelligent Queuing & Routing

Queuing & Routing

• Create & manage multi-channel queues based on agent availability

• Leverage rules and workflow to automate routing & escalations

• Balance workloads using standard assignment and round-robin queuing

Experience Routing*

• Leverage skills-based routing to match the best agent to the customer

• Simplify your queue management with fewer queues and rules

• Prioritize routing strategically by customer segment

* Currently available for the chat channel. Additional channels coming soon.



Case Management

Guided Resolution

Social Engagement

Customer Engagement

Analytics

Telephony Control


Mobile Desktop

Agent Collaboration

• Enable your agents to work to together to solve cases

• Pre-filter and find experts based on skills and case information

• Prioritize collaboration invitations to ensure important cases are worked

Anyone, Anywhere, Anytime

• Collaborate with experts wherever they are with the mobile desktop

Find Solutions

• Search collaboration thread histories to find solutions

• Identify key collaboration threads & move solutions to the knowledgebase

Leverage Experts Across the Enterprise



Case Management

Guided Resolution

Social Engagement

Customer Engagement

Analytics

Telephony Control


Mobile Desktop

The Contextual Desktop

Contextual Workspaces

• Simplify workspaces to show only what’s needed during an interaction

• Guide agents through each step of a process

Interaction Workflow

• Save time and improve quality by automating tasks

Agent Scripting

• Leverage scripting to turn every agent into your best agent

• Improve agent performance in high turnover environments



Case Management

Guided Resolution

Social Engagement

Customer Engagement

Analytics

Telephony Control


Mobile Desktop

Proactive Social Customer Service

Social Monitor

• Search the social web to find customers in search of answers

• Identify & escalate posts to be worked as cases

• Post a reply to quickly solve customer issues & avoid negative sentiment

• Monitor Twitter, Facebook, YouTube and any social site with an RSS feed

Social Profile

• Understand customer interests

• Leverage social learnings and provide personalized service



Case Management

Guided Resolution

Social Engagement

Customer Engagement

Analytics

Telephony Control


Mobile Desktop

Customer Communications & Feedback

Proactive Communications

• Schedule and trigger customer communications & newsletters

• Segment customers based on value, behavior and interests

• Track responses, clicks, and understand email deliverability

Voice of the Customer

• Capture & track valuable customer feedback and satisfaction

• Design & create surveys to be delivered across multiple channels

• Automate next steps and follow-ups



Case Management

Guided Resolution

Social Engagement

Customer Engagement

Analytics

Telephony Control


Mobile Desktop

Business & Customer Insights

Role-Based Dashboards

• Leverage 1000 prebuilt best practice reports & dashboards

• Tailored for agents, managers and executives

Designers for Business Users

• Drag and drop to create custom reports & dashboards with ease

• Control report access through profiles

In-Context Analytics

• Slice, filter and drill into data directly in application views and lists



Case Management

Guided Resolution

Social Engagement

Customer Engagement

Analytics

Telephony Control


Mobile Desktop

Leading Telephony Integration

Direct Telephony Control

• Leverage complete telephony control directly on the desktop

• Pre-built media control bar provides all session controls

• Combine with interaction workflows and call scripts

Partner Enabled Integration

• Integrate to traditional on-premise switches as well as cloud-based telephony



Case Management

Guided Resolution

Social Engagement

Customer Engagement

Analytics

Telephony Control


Mobile Desktop

Single Platform, Highly Configurable

Unify Your Applications

• Eliminate “swivel integration”

• Leverage key integration technology to bring applications together

• Integrate behind the firewall when necessary

Unified Agent Desktop reduces call handling time

from 13 minutes to 4 minutes.



Case Management

Guided Resolution

Social Engagement

Customer Engagement

Analytics

Telephony Control


Mobile Desktop

Un-tether from the Contact Center

Rapid Resolution

• Respond anywhere, anytime

• Optimized layout & gestures

• Dedicated mobile app for iOS(Android coming soon)

Not Just For Agents

• Leverage experts outside the contact center, roaming & at-home agents

• Provide managers with instant insight into operations

Design Once

• No need to rework views for mobile devices including custom workspaces



KnowledgeManagement

Web CustomerService

PolicyAutomation




SearchContext Sensitive &

Self-Learning

Content AuthoringCreation Workflow,

Versioning & Security

Guided KnowledgeContext Driven Guides &

Troubleshooters

Knowledge

EverywhereAPIs to Deliver Knowledge

Where It’s Needed

AnalyticsKPIs, Usage &

Effectiveness

Smart AssistantBest Answer Suggestions

Authoring

CollaborationPeer-Assisted Answer

Creation

Social KnowledgeCombine Company Knowledge

With Community Knowledge


All Channels & Oracle CX

Knowledge Management

Intelligent, Insightful, Everywhere



Content Authoring

Search

Guided Knowledge

Knowledge Analytics

Integrated to Oracle CX

Knowledge APIs

Author Once, Deploy Everywhere

Authoring Workflow

• Adhere to KCS authoring principles

• Collaborate with peers to create content and track version history

• Ensure content consistency with templates and layouts

Access & Security

• Control visibility to knowledge articles by public, private and group access

Global Scale

• Author and manage content across multiple languages

• Publish content by brand or region



Content Authoring

Search

Guided Knowledge

Knowledge Analytics


Knowledge APIs

Contextual, Self-Learning Search

Natural Language Search

• Search using full sentences to improve search context and relevancy

• Enable search in multiple languages with built-in multi-lingual dictionaries

Self-Learning

• Leverage self-learning capabilities to bubble the best answers to the top

Federated Search

• Search across multiple knowledge repositories simultaneously –regardless of location



Content Authoring

Search

Guided Knowledge

Knowledge Analytics


Knowledge APIs

The Right Answer, The First Time

AnswerFlow

• Use inputs from other systems (such as a diagnostic system) to help determine the right answer

Guided Assistance

• Provide step-by-step troubleshooting

• Create guides quickly and easily

SmartAssistant

• Recommend the best answer based on a customer question

• Reduce inbound escalations by up to 30%



Content Authoring

Search

Guided Knowledge

Knowledge Analytics


Knowledge APIs

Insight Into Knowledge Effectiveness

Dashboards & Reports

• Gain insight into how knowledge is being used

• Understand which knowledge articles are successfully helping customers

• Track how knowledge is being authoring & published

• Leverage built-in Knowledge Centric Service (KCS) reports

AnswerFlow Analytics

• Understand which paths are being followed by customers

• Determine how inputs are influencing answer outcomes



Content Authoring

Search

Guided Knowledge

Knowledge Analytics


Knowledge APIs

Single Knowledgebase Across All Apps

Integrated Across CX

• Access to the same knowledge regardless of application

• Never waste time authoring the same content twice

• Leverage pre-built integrations to Siebel, EBS & CX Cloud Applications



Content Authoring

Search

Guided Knowledge

Knowledge Analytics


Knowledge APIs

Knowledge Everywhere

Open APIs

• Leverage standards-based, web services APIs

• Access knowledge from any device or system

Embedded Knowledge

• Embed knowledge where its needed –directly in a product, appliance, game console or mobile app

• Use product or appliance context to pre-filter knowledge and provide relevant answers

• Eliminate the need to switch to a PC to find answers



KnowledgeManagement

Web CustomerService

PolicyAutomation




Policy Automation

Policy ServicesIntegration APIs & Mobile

Deployment

Dynamic InterviewsPersonalized Advice and

Decision Explanations

Compliance ManagementPolicy Auditing &

Decision Tracking

Policy LifecycleChange Management

& Deployment History

Rule ModelingModel, Share & Update

Policy Rules

Policy AnalyticsWhat-If Analysis &

Reporting

Dynamic, Compliant & Transparent


Policy Automation

Dynamic Interviews

Rule Modeling

Compliance Management

Policy Lifecycle

Policy Services

Policy Analytics

Personalize Your Customer Interactions

Personalized Advice• Provide precise advice tailored for

each customer

• Collect customer data more accurately and efficiently

Intelligent Interviews• Build and pre-fill Interviews to only

show relevant data and fields

Cross Channel Consistency• Ensure a consistent experience

regardless of channel – self-service, call center, mobile, or in-person

Personalized Explanations• Provide documents that record and

explain decisions


Policy Automation

Dynamic Interviews

Rule Modeling


Policy Lifecycle

Policy Services

Policy Analytics

Empower Policy Experts

Natural Language Policy Capture

• Model rules in Word and Excel

• Share easily with any policy expert

Intuitive Interviews

• Design interview layout and organize interactive advice screen

Policy Debugging

• Test before deploying

Built-in Data Mapping

• Out of the Box Integration to Oracle Service Cloud

• Easily map to data in other systems


Policy Automation

Dynamic Interviews

Rule Modeling


Policy Lifecycle

Policy Services

Policy Analytics

Build Trust Through Transparency

Policy History Tracking

• Empower agents to explain why a decision was made

• Avoid customer complaints

Handle New Obligations

• Easily manage changes using the structure and wording of the source material

Decision Audit Reports

• Empower auditors with detailed explanations of how each rule was applied for every customer decision

• View easily in a report


Policy Automation

Dynamic Interviews

Rule Modeling


Policy Lifecycle

Policy Services

Policy Analytics

Reduce the Complexity of Policies

Policy Quality

• Leverage built-in quality tools to ensure policy changes converge quickly

Multi-language Support

• Create policies in your customer’s preferred language with streamlined translation management

Seamless Collaboration

• Collaborate between stakeholders

• Avoid conflicts

• Share changes

• Deploy the latest policies quickly


Policy Automation

Dynamic Interviews

Rule Modeling


Policy Lifecycle

Policy Services

Policy Analytics

Deliver Consistent Policies

Easy to Integrate

• Integrate decision making with standard APIs to other applications or processes

• Deliver consistency across legacy and cloud architectures

Mobile Ready

• Deploy interviews to mobile devices

• Deliver policies to all parts of your organization


Policy Automation

Dynamic Interviews

Rule Modeling


Policy Lifecycle

Policy Services

Policy Analytics

Understand the Impact of Policy Changes

Understand Impact of Revisions

• Easily analyze new or changes policies

• View the impact as it relates to each of your customers prior to changing

Policy Refinement

• Analyze and adapt policy outcomes to avoid unexpected results

• Provide feedback to policy makers

What-if Analysis

• View potential policy outcomes and impacts

• See outcomes side-by-side



KnowledgeManagement

Web CustomerService

PolicyAutomation




Core ManageMonitor and manage your

field operations

Capacity ManagementPredictive planning to enable

resource optimization

Field CollaborationConnect field and back-

office teams

Smart LocationView the route and

location of field resources

RoutingRouting using unique

optimization automation

CommunicationProactively inform customers,

teams and co-workers

Mobility Access to everything

needed in the field

Field Service Management

Fast, Timely Field Service Engagements


Time-based, self-learning, predictive technology

Time-based

• Every activity is measured in real time for each unique individual field service employee – an ongoing time-motion study

Self-learning

• The solution learns the historical performance of each employee and creates a unique performance pattern profile, or “work fingerprint,” which is continually updated over time, ensuring work is always optimized

Predictive

• Leveraging these unique patterns, the solution predicts, with 98 percent accuracy, when an employee will start and complete each job

Field service management 360 view



Capacity Management

Routing

Core Manage

Mobility

Smart Location

Field Collaboration

Communication

Right-size the field force

• Avoid the risk of over- or under-booking capacity

• Adjust quotas based on current business needs

• Reduce or eliminate overtime

Visualize capacity

• Displays how much work can be completed each day based on available resources, skills, work zones and work types

• See available capacity in map view

• On-the-fly quota adjustment

Maximize Available Resources



Capacity Management

Routing

Core Manage

Mobility

Smart Location

Field Collaboration

Communication

Accelerate business

• Route 10,000 appointments to 1,000 techs in just 4 minutes

Intelligently assign work

• Make assignments based on SLAs, skills, location, availability

• Run simultaneous routing plans for different divisions

• Compare multiple plan results with routing visualization displays

• Adjust route configuration to meet specific business objectives

• Reduce costs by reducing drive time, overtime and missed appointments

The right person to the right place at the right time



Capacity Management

Routing

Core Manage

Mobility

Smart Location

Field Collaboration

Communication

Holistic, real-time functionality

• Hub for tech, work order and SLA management with predictive view of current and future work activity

• On-screen exception management

• Drag-and-drop assign/re-assign jobs

Increased customer satisfaction

• Optimization frees dispatch to focus on high-priority work or exception management

• Higher percentage of appointments are completed within committed service window

Improve Visibility, On-time Arrival and Efficiency



Capacity Management

Routing

Core Manage

Mobility

Smart Location

Field Collaboration

Communication

Unmatched mobility

• Supports BYOD with HTML5-powered mobile app accessible on any device

• Full availability offline

• Techs get instant access to latest version of application

• In-house and contract employees use same app

Empower the field

• Employees have the right information to complete more jobs faster

• Signature- and photo-capture capabilities to enhance productivity and safety

Empower Field Employees



Capacity Management

Routing

Core Manage

Mobility

Smart Location

Field Collaboration

Communication

Compliance and security

• Real-time monitoring

• Identify unplanned stops and inaccurate reporting instantly with visual alerts

• Increase employee safety, especially in remote areas

Flexibility

• Integrates with vehicle-installed or mobile device location services

• Accommodates multiple geo-location feeds for a single tech

• Inexpensively track location of contractors through mobile device

Monitor Resources for Compliance and Safety



Capacity Management

Routing

Core Manage

Mobility

Smart Location

Field Collaboration

Communication

Context aware

• Automatically connect users based on contextual and location based information

• Context-driven chat between any system user

Streamlined communication

• Peer-to-peer collaboration in the field

• Familiar chat interface with simple drag-and-drop functionality for quick adoption

• Log and time-stamp all communications

Connect, Communicate and Share in the Field



Capacity Management

Routing

Core Manage

Mobility

Smart Location

Field Collaboration

Communication

Start-to-finish, multi-channel communication

• Automate communication with customer day before, day of and post-appointment

• Communicate via text, email, voice, web

• Automate post-appointment surveys

Build customer satisfaction

• Significantly reduce no-shows

• Keep customers informed through their preferred channel

• Reduce volume of inbound “Where’s my tech?” inquiries

Proactively Inform Customers Across Channels



KnowledgeManagement

Web CustomerService

PolicyAutomation




ExtensibilityExtend Applications to

Meet Business Needs

Agent

Experience DesignConfigure the Desktop to

Improve Agent Effectiveness

Customer

Experience DesignEnsure Brand Consistency

Across Channels

IntegrationOpen, Standards-Based

Integration Technologies

Cloud DeliverySecure, Reliable,

Redundant

Connected CX SuiteSales, Marketing,

Commerce, Social

Site & Operations

ManagementMonitor, Test & Control

Global Scale34 Languages

9 Hosting Centers


Flexible, Scalable, Reliable



Application Platform

Agent Experience Design

Customer Experience Design

Extensibility

Integration

Cloud Delivery

Site & Operations Management

Global Scale

Agent & Customer Design

• Leverage designers built for business users to customize the experience

Integration & Extensibility

• Integrate using open standards technology & extend applications to meet business needs

Cloud Operations & Delivery

• Monitor, test and control your site(s) with visibility into the entire implementation

• Trust mission critical levels of security, reliability and data redundancy

Flexibility and Proven Performance






Extensibility

Integration

Cloud Delivery


Global Scale

Agent Experience Design for Business Users

Experience Designers

• Leverage an array of designers to configure your own custom app

• Build screens and views simply by dragging and dropping elements

• Control interaction flow, trigger events & define access by profile

Developer Tools

• Leverage add-ins to create new UI functionality, automate UI behavior & integrate behind the firewall

• Use the JavaScript API to embed any web application & pass context






Extensibility

Integration

Cloud Delivery


Global Scale

Pixel Perfect Customer Experiences

Web Service Design

• Match your existing web site branding down to the pixel

• Leverage widget-based design to mash-up capabilities on any web page

• Extend & customize widgets using step-by-step wizards

• Meet Oracle Accessibility Standards

Fast Deployments

• Accelerate deployment with 160 pre-built widgets, pages & templates

• Implement changes instantly with zero site downtime

• Deliver for browsers, mobile browsers and facebook






Extensibility

Integration

Cloud Delivery


Global Scale

Built To Extend

Custom Objects

• Create an entirely new application or extend the base applications

• Leverage the array of designers to create rich apps – new objects inherit all platform capabilities

• Define relationships between objects and create new custom fields

• Define and extend business logic to new & existing objects

Upgrade Safe

• Rest assured that your work will always be upgrade safe






Extensibility

Integration

Cloud Delivery


Global Scale

Open, Standards-Based Integration Technologies

Standards-Based APIs

• Leverage non-proprietary APIs and integration capabilities (PHP, XML, WSDL, SOAP)

• Conduct real time and batch data synchronization via SOAP APIs

• Integrate via PHP-based APIs to support server-side scripting scenarios & event triggers

SOA Ready

• Enable SOA tooling via SOAP/WSDL APIs, Oracle SOA Connector & Oracle Service Bus

• Leverage built-in single sign-on support






Extensibility

Integration

Cloud Delivery


Global Scale

Select Oracle Service Cloud Partners

System Integrator Partners

• Leverage system integrators to help with everything from the initial implementation to customizations

• Take advantage of direct switch access & control with telephony integrators

• Ensure proven, repeatable integrations to Oracle Service Cloud

ISV Partners

• Select best of breed ISV partners to extend solution capabilities






Extensibility

Integration

Cloud Delivery


Global Scale

Mission-Critical Cloud Delivery

Commercial CLOUD PCI Certified CLOUD Government CLOUD US DoD CLOUD

Secure

• Industry leading security compliance

• The only cloud solution operating inside the US Dept of Defense

Reliable

• Mission critical reliability

• Carrier-grade hosting facilities

Redundant

• Data redundancy & disaster recovery across multiple geographic locations

• No single points of failure for continuous availability






Extensibility

Integration

Cloud Delivery


Global Scale

Monitor, Test & Control

Monitor

• Monitor system-wide performance as well as individual applications

• Track application usage

• Monitor service level targets

• Track purchases & subscriptions

Test

• Create test sites to evaluate changes, integrations & extensions

Control

• Schedule upgrades

• Control application access






Extensibility

Integration

Cloud Delivery


Global Scale

Global, Access Everywhere Infrastructure

Global Presence

• Major hosting centers worldwide

• Redundancy & fail-over handled across geographies

• Global implementation scale

Language Support

• Application localization in 34 languages


Oracle’s Cloud Leadership

21,500,000+ End Cloud Users

13 Global Data Centers

2+ BillionCloud Transactions per Day

Cloud Customers in

180+ Countries34 Languages

10,000+Cloud Enterprise Customers

2,100+ CloudCX Customers


Connected CX Suite

Oracle CX Cloud Suite

• Use CX Solutions in combination

• Synchronize and share data across the CX Suite

Oracle On-Premise

• Take advantage of the latest cloud capabilities by augmenting existing Siebel & EBS implementations

The Oracle CX Portfolio

Foundational Tools

Oracle CloudInfrastructure

Oracle MDM, BI & Decisioning

Tools

Oracle Integration &

BPM/SOA Tools

Oracle Mobile, Portal & Content

Tools

ORACLECOMMERCE

ORACLESALES

ORACLEMARKETING

ORACLESERVICE

ORACLESOCIAL


Agenda

Business Imperative

Solution Overview

Customer Success

1

2

3


Oracle Service Cloud – Leading Industry Solution

• Millions of global users

• Thousands of customers

• Hundreds of best-in-class releases

LeaderCRM Suite for Customer

Service SolutionsForrester Wave

Leadersince 2005

WinnerBest Solution Provider

WinnerBest Call Center Suite

LeaderWeb Customer Service &

Contact Center Magic Quadrants

Product Leadership

2014


2014 Forrester Wave Customer Service LeaderCustomer Service Solutions For Enterprise Organizations

Customer Service Solutions For Small & Midsize Teams

Source: Forrester Research, The Forrester Wave, Q2 2014


Proven Customer Success

• 18% increase in service levels• $3 million in cost savings

• <6 mos. launched cross-channel • 2 days to hours for email response

• 10% higher agent effectiveness• 2 minute lower avg handle time

• 15-20% decrease in training time• 45% drop in inbound calls

• 16 million online customer sessions• 90% fewer agent errors

• Cut chat time by 25%• Reduced email volume by 10%

Retail Communications High Tech

Financial Services Travel & Hospitality Public Sector


More Recognized Customers Than Any Other Vendor

JD PowerCustomer Satisfaction

Winner SixConsecutive Years

Winner 2012

Total Customer Satisfaction Award

CRM MagazineService Elite Award

2015 Winner

2010 Winner

JD Power Service Champions

Winner 2012 Winner 2012

IQPCCall Center Excellence

Gartner & 1to1 MediaCRM Excellence Award Winners

#1 Customer Experience

2012 Temkin Ratings 2013 Temkin Ratings2011 Winner Call Center

Leader of the Year

2014 Runner-up


Select Oracle Service Cloud CustomersCommunications Financial Services High Tech/Manufacturing

Higher Education Travel & Transport Retail HealthcareMedia/Entertainment

Communications Consumer Goods Public Sector



WebCustomer Service

PolicyAutomation

Web Self ServiceSocial Self ServiceEmail SupportLive Chat / CobrowseSmart EngagementVirtual Assistant

Case ManagementGuided ResolutionCustomer EngagementSocial Contact CenterAgent MobilityUnified Agent Desktop

Dynamic Interviews, Compliance Management, Rule Modeling, Policy Lifecycle, Policy Analytics, Policy Services

Semantic SearchContent AuthoringGuided KnowledgeKnowledge AnalyticsIntegrated AppsKnowledge APIs

PlatformService Cloud

Experience Management, Extensibility & Integration, Hosting & Operations

Contact Center Cross-Channel

oracle service cloud overview

Software