Oracle Contact Center Anywhere: The All-in-One Contact Center Platform. Will Bosma VP, Specialty Sales, APAC

Transcription

1 <Insert Picture Here> Oracle Contact Center Anywhere: The All-in-One Contact Center Platform Will Bosma VP, Specialty Sales, APAC

2 SAFE HARBOR STATEMENT 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.

3 Contact Center Anywhere Oracle s Best Kept Contact Center Secret Customer Challenges Today Capabilities and value drivers Customer Success Studies <Insert Picture Here>

4 Contact Centre Seat Outsourcing Number of Contact Center Agents (Asia Pacific), Number of Outsourced contact center seats (Asia Pacific), Contact Center Market: Attractive Locations Matrix (Asia Pacific), 2004 Over 2 million Contact Centre Agents in APAC growing to 3 million Up to 35% of all seats will be Outsourced High growth markets (IN, CN, PH, MY, ID, TH) Source: Frost & Sullivan Assessment of the Asia Pacific Contact Center Market &page=3

5 Customer Challenges Today

6 Challenges within the Contact Center Multiple vendors Difficult to integrate Multiple databases Capital intensive Initial install Upgrades, moves, adds, and changes Re-integration required Communication channels not integrated Multichannel is the reality today Lack of channel integration affects customer satisfaction and loyalty Complex computer telephony integration (CTI) Static agents 60% 45% 30% 15% 0% 45% 25% 20% Preferred Channel Seamless Customer Communications Require Integrated Channels 5% 5% Phone Chat Web Self-Serve All Other Multiple user interfaces (UIs) Agents working in several different applications and UIs Disjointed business processes Lack of consolidated reporting

7 A Typical Multi-Point Solution Contact Center Source: A Comparison of All-in-One versus Multi-Point Contact Center Solutions Dr. John Anton, Bruce Belfiore

8 Pressure for Change Increase agent productivity to the benchmark 75% utilisation Reduce direct and indirect costs associated with the contact centre Support distributed agent workforce Support multiple campaigns over various time zones

9 Strategies to Increase Performance Increased use of Self Service such as Interactive Voice Response (IVR) Increase support requests via the world wide web Distribute contact centre to additional locations away from the central hub and/or cater for remote workers Distribute communication Points of Presence (POP s) to campaign locales Centralise communications into single manageable queue

10 Oracle Makes It Simple! Integrated by Design Single system Image for all media functions Common Queue for all media types Multi-Media support built in to all channels of communication Skills based Routing for all Media types Built in. Right work to the Right Agent maximizes agent productivity CTI Routing with Customer Information built into all media Cross media customer interaction history tied to CRM Integrated Management, Supervision and Recording

11 Key Findings From Benchmark Portal A Comparison of All-in-One vs. Multi-Point Contact Center Solutions Integration is simplified, and the ability to leverage the functionality of various applications is enhanced with all-in-one offerings. The ongoing addition of new technology, applications, and functionality is significantly easier for customers who have deployed an all-in-one solution versus those with multi-point products. As a whole, contact centers recognize the value of reducing the number of vendors they must deal with in the deployment and maintenance of contact center technology. Source: A Comparison of All-in-One versus Multi-Point Contact Center Solutions Dr. John Anton, Bruce Belfiore

12 Introducing Oracle Contact Center Anywhere Unified and Integrated By Design CONSISTENT SERVICE ACROSS ALL COMMUNICATIONS CHANNELS / UNIFIED QUEUING / WEIGHTED SKILLS-BASED ROUTING

13 The Marriage of CIM and CRM Contact Centre becomes natural extension of CRM application Delivered through all Oracle CRM applications: Oracle E-Business Suite PeopleSoft Siebel CRM OnDemand Oracle Fusion Instant computer telephony integration (CTI) and multi-channel capabilities Single-vendor approach Telcos & BPOs PeopleSoft HelpDesk PeopleSoft Support Contact On Demand Oracle Contact Center Anywhere Oracle E-Business Suite CRM On Demand Siebel CRM 7.x or 8.x

14 Why is it called Contact Center Anywhere? The system takes communications FROM anywhere And routes them TO anywhere Multi-dimensional routing Multichannel communications Built-in IVR Built-in quality monitoring Instant Provisioning Multi-site or single-site Voice Over IP and PSTN A carrier grade platform Web services interfaces

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16 Customer Advantages with Oracle Redundancy Improve System Performance through % availability of the contact centre Improve First Call Resolution 360 View of Customer Interactions and History Single Agent Interface Cost Savings + Improved Customer Satisfaction Measure / Track Agent Performance Onsite, Remote or Work at Home agents Expand hours of live coverage Overflow to Outsourcers Multi Tenant Single system instance supports entire organisation or deploy as hosted service Transactional pricing Only pay for call consumption per annum, no limit on seat or concurrent users Reduce Risk Time to deploy contact centre s can be achieved in less than 30 days

17 Approach to Market: Contact Centers SMB Large Telco/ASP Outright Purchase: Enterprise Edition Outsourcer Edition Service Provider Edition < 50 Agents Agents Thousands Other Delivery Options: Siebel Contact On Demand Managed/Hosted Service 3 rd Party Hosting - Telco/ASP

18 Oracle Enterprise Solutions Contact Center Anywhere ERP and Enterprise Management Customer Relationship Management Service Fulfillment Billing and Revenue Management Business Intelligence and Analytics Service Delivery Platform Application Integration Architecture Integration MDM Fusion Middleware Infrastructure Technology

19 Customer Quotes Bayan Telecom The Call Center is often called the face of any organization and a customer s experience during a service interaction can make the difference between a loyal, long-term customer and one who is frustrated and maybe lost to the competition. We truly acknowledge the importance to offer the best value for our subscribers through outstanding customer service solutions and services. We chose Oracle Contact Center Anywhere to replace our legacy Call Center infrastructure to transform our present centralized Call Center operations to a Next Generation Contact Center with IP-based platform because it has a complete suite of Contact Center products/all-in-one solutions where technology is born integrated with single point of administration, it can run on any server platforms being a hardware independent, it can be deployed as centralized Contact Center technologies using a single system infrastructure even if it is shared by all locations and we can even sell it as another service for our customers without a need for building another backend infrastructure. We are confident that we've found the best technology, and also that with CallTime, we have a supportive partner who understands that our success is also their success. Ulysses C. Naguit Department Head, Customer Support For Data & IP Services Customer Care Division Bayan Telecommunications, Inc.

20 Customer Quotes SRG Asia Pacific As a leading BPO in Malaysia, we have to provide differentiated services to satisfy the various requirement of our customer. We selected Oracle CCA (then Telephony@Work CallCenter@nywhere) because of its integration by design which provide multi-tenanted and multi media functionalities without the need for costly point solutions integration. The third wave software based solution provides us with a cost effective solutions that can cater to different requirements demand by our customers. Byron Joseph Fernandez General Manager SRG Asia Pacific Sdn Bhd

21 Customer Quotes - Illuminax Oracle CCA offers a true multi-tenanted solution which fits in perfectly with our strategy of offering on-premises, shared services and hosted services for contact centre to the public sector. Unlike other solutions, Oracle CCA allows sharing of the contact centre infrastructure that provides cost effective solutions to the differing needs of various government agencies. Sheikh Nafiq Alfirdaous Chief Executive Officer Illuminax Sdn Bhd

22 ABN AMRO Success Story ABN AMRO is an international bank with European roots. Ranks 11th in Europe and 20th in the world based on tier 1 capital, with over 3,000 branches in more than 60 countries. Oracle Contact Center Anywhere has definitely made a difference in both our efficiency and in creating stronger, more profitable relationships with our customers. It has become an integral component in our customer service and relationship management strategy. Jennifer Wray, AVP, ABN AMRO

23 LiveXchange Success Story LiveXchange is a leading virtual contact center outsourcer Hundreds of home-based agents across Canada Virtualization of agents into one, powerful contact center

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25 Willow CSN Success Story Willow is the a leading provider of virtual contact center services Willow has over 3000 home-based active service representatives Contact Center Anywhere used to manage & coach agents remotely

26 Use Case for Customer Service Announcement of Product Recall Quickly set up new call routing Record and activate new prompts Set up specialty workgroups Write and script communications for Agents to Customers Set up FAQ s to assist Agents Set up Overflow and Voice message recording and follow up Put Chat object on the website Set up and route an routing and auto acknowledgement Collect multi-media transaction statistics and Reporting Analysis for Management

27 Use Case for Marketing Announcement of Acquisition of a Company Identify Messaging for Investors Record and activate new prompts Set up specialty workgroups Write and script communications for Agents to Customers Set up FAQ s to assist Agents Set up Overflow and Voice message recording and follow up Put Chat object on the website Set up and route an routing and auto acknowledgement Collect multi-media transaction statistics and Reporting Analysis for Management

28 Financial Services: Insurance: Communications & Others: Education:

29 Oracle s Transformational Contact Center Empower Users Provide proactive, real time insight Intelligence at the moment of interaction Flexible, role-based user interface Enable Business Responsiveness Rapid deployment of business process changes End-to-end enterprise-class integration Full SOA compliance Ensure Value Support multiple deployment options Largest ecosystem for implementation success Most vertical specific expertise Page 29

30 About Us Founded in 1977 Headquarters in Redwood Shores, CA Operating in 145 countries $14.8 Billion revenue, FY06 275,000+ Global Customers 68,000+ Employees 14,000+ Developers 7,000+ Support Professionals 19,000+ Partners #1 in Database, CRM, HCM, & SCM #1 in Industries: Banking & Financial Services Communications Public Sector Professional Services Retail 220,000+ Database Customers 30,000+ Applications Customers 19,000+ SMB Applications Customers 30,000+ Oracle Fusion Middleware Customers TECHNOLOGY PRODUCTS APPLICATION PRODUCTS ORACLE FUSION ORACLE SERVICES CUSTOMERS / PARTNERS ORACLE CORPORATION

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32 <Insert Picture Here> Oracle Contact Center Anywhere: The All-in-One Contact Center Platform James Owens Business Development Manager

33 SAFE HARBOR STATEMENT 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.

34 A Typical Multi-Point Solution Contact Center Source: A Comparison of All-in-One versus Multi-Point Contact Center Solutions Dr. John Anton, Bruce Belfiore

35 All-in-One Contact Center Platform Addresses Complexity, Cost, and Inefficiency Source: A Comparison of All-in- One versus Multi-Point Contact Center Solutions Dr. John Anton, Bruce Belfiore

36 Introducing Oracle Contact Center Anywhere Unified and Integrated By Design CONSISTENT SERVICE ACROSS ALL COMMUNICATIONS CHANNELS / UNIFIED QUEUING / WEIGHTED SKILLS-BASED ROUTING

37 Oracle Contact Center Anywhere Capabilities Overview <Insert Picture Here>

38 Why is it called Contact Center Anywhere? The system takes communications FROM anywhere And routes them TO anywhere Multichannel communications Multi-dimensional routing Built-in IVR Built-in quality monitoring Instant Provisioning Multi-site or single-site Voice Over IP and PSTN A carrier grade platform Web services interfaces Contact Center Anywhere

39 Single Solution: Contact Centre & CRM Business Requirement Sales Service Marketing Tele- Marketing Tele- Service HelpDesk CRM Application Integrated Telephony Platform Voice Oracle Contact Center Anywhere Platform Voic Chat Fax IVR PBX ACD Computer Telephony Power Dialer Predictive Dialer Recording/ Monitoring Reporting PSTN/ VoIP Deployment Option Oracle On Demand Multi-Tenant Oracle On Demand Single Tenant On Premises Service Provider Multi-Tenant (Outsourcer)

40 CCA Flash Demo ows_id= &p_referred=0&p_width=800&p_hei ght=600

41 Unified Multichannel Communications Online Interactions: Phone ACD Voic ACD Chat Web Collaboration Offline Interactions: ACD Callback Web Callback Fax Forms

42 Complete Multi-Dimensional Routing 3-D Skills-Based Routing Association Routing (Agent/Customer) Time of Day / Day of Week Routing Customer Prioritization Routing Project / Media Prioritization Routing Prefix Routing Caller Identification Routing Project Identification Routing Customized Campaign Routing Overflow Routing

43 Example: 3-D Skills-Based Routing The Unlimited Skills Library is applied to: Agent Skills & Proficiency Actual skills like technical proficiency or language Virtual skills like cost basis of agent or location Proficiency: Each skill is rated on a scale of Workgroup Skill Requirements Actual & Virtual skills used as Requirement Priority Idle time can be part of algorithm

44 Agent Skills & Proficiency Each Agent has: Actual Skills Virtual Skills Proficiency Workgroup Linkage Skill French Speaking Computer Skills Proficiency 45% 40% Cost Basis 30% Location Preference 20% Troubleshooting 60%

45 Workgroup Skill Requirements Each Workgroup has: Skill Requirements Agent associations Supervisors Project Linkage

46 Agent Skills & Workgroup Requirements 3-D Algorithm is Automatically Calculated Agent Actual Skills 3-D Workgroup Requirements Agent Virtual Skills

47 Built-in Integrated Voice Response (IVR) Self-Service to Assisted Service Flows Web transactions are the least costly, but the phone is the favored safety net in high transaction environments IVR used to properly route customers zero ing out Call, caller, and IVR data collected for CTI-enabled application screen pops IVR Campaign Builder Built-in to platform Front-end to contact center No separate system needed

48 Built-In Quality Monitoring and Coaching Supervisors can see real-time views of any agent anywhere and at any time Calls can be recorded automatically or on demand Supervisors can do live monitoring and whisper coaching Supervisors can barge in and take over calls Supervisors can broadcast chat or do 1:1 chat with agents

49 Fast and Easy Management Instant Provisioning Easily create, add, and update with click-through menus Projects Workgroups Agents Campaigns On Demand in minutes No need to wait for IT On-the-fly Changes in real time No service interruptions

50 Deployment Flexibility Single-Site or Multi-Site Cost effective for single site deployments Single central instance can support multiple sites No need to dedicate license pools by location or media type No need for proprietary CTI connectors Support of autonomous business units Centralized or decentralized control options Multi-tenant vs basic partitioning Tenant specific resources Back up software processes In-tenant benefits for an enterprise

51 Overlay Soft-ACD Leverages Network Investments Overlay TDM or Voice Over IP Network Compatible with H.323 and SIP protocols Supports multiple phone types (physical & soft phones) Leverages existing investments in legacy ACDs and PBXs by connecting them into one, virtual network Geographically Agnostic Global Presence Management Makes all agents anywhere part of a global resource pool

52 Carrier Grade Architecture Application resources are partitioned for each tenant Application resources run in master and backup mode Masters and Backups can be located in different data centers for disaster recovery SoftSwitch uses N+1 and N+x Redundancy Web Sessions are backed-up by IM Server so fail-over web servers can take over in real time Architected for rigid telco reliability standards

53 A Modern Approach: Web Services Web services interface enables third party applications to access core communication services of Contact Center Anywhere All native clients on platform talk to Web Services Layer Part of communications framework that enables third party integrations such as: Workforce Management Wallboards Overflow Networking

54 Oracle Contact Center Anywhere Integrated with Siebel CRM <Insert Picture Here>

55 What is the Virtual CTI Connector? Communication driver enabling Contact Center Anywhere to be integrated with Siebel Enterprise Developed using Siebel Communication API (SCAPI) Leverages Telephony Web Services API for communication with Contact Center Anywhere Agents use Siebel Communication Toolbar to manage all communication Phone Phone Phone Siebel Application Server Siebel EAI Web Server User Interface Layer Virtual Connector Business Logic Layer Communication Server Siebel Communication API (SCAPI) CCA Servers CCA Web Service

56 Integration with CRM improves efficiency Siebel CTI Toolbar w/ Agent Call Controls Siebel s Built-in Configurable Screen Pop Hello, Ron How may I assist you?

57 Embedded Intelligence Empowering Users :: Embedded Intelligence

58 Q&A

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