Connect the Contact Center to the Field with Oracle Service Cloud
|
|
- Rebecca Eaton
- 8 years ago
- Views:
Transcription
1 Connect the Contact Center to the Field with Oracle Service Cloud O R A C L E W H I T E P A P E R J U N E Disclaimer: This document is for informational purposes. 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 in this document remains at the sole discretion of Oracle.
2 Introduction You re already using Oracle Service Cloud to seamlessly serve customers across all channels, but have you incorporated the most intimate customer channel into your strategy? Field service appointments may be the only time your customer will engage with your organization face-to-face. Plus, these interactions happen on their home turf your field staff is standing on the carpet where their kids play, at the reception desk, or on the factory floor. If your contact center and field service operations are still functioning as independent entities, you re missing out on opportunities to elevate customer satisfaction and drive efficiencies in your service processes. An Example of Connecting the Contact Center with Field Service Meet Lauren. Lauren, a busy mother of three, has a big problem. Her air conditioner (AC) stopped working and the temperature keeps climbing. Lauren lives in Miami, where it can get uncomfortably hot. Meet Katie. Katie is a contact center agent at Sunrise Heating & Cooling, the manufacturer of Lauren s AC unit. Every day, Katie fields customers questions and solves product issues. Meet John. John is a heating, ventilation, and air conditioning (HVAC) technician at Sunrise Heating & Cooling. John uses his trusty tablet to manage and complete his daily installation and repair appointments. Before Field Service Automation Consider how these three people might work together to get Lauren s AC unit fixed using the standard customer service methods organizations have been relying on for years. Lauren would call the Sunrise customer service number, where she might hear one or more of the following:» Please hold.» I m sorry; I don t have access to information about your warranty.» If it s not XYZ, I can t help you over the phone. Someone will need to come out and take a look.» Someone will be in touch to schedule an inspection.» Someone can be there between 8 a.m. and 5 p.m. next Tuesday. Will you be home?» You ll have to call our field service department. The number is on our website. It s not really Katie s fault. She s trying her best, but all she can do is help walk Lauren through common problems using the reliable but lengthy and cumbersome help manual, or her own personal knowledge and experience. If that doesn t work, she can confirm that the incident requires a field appointment, but scheduling that appointment is up to the person who has access to John s schedule. Katie could make some calls to coordinate an appointment, but that will be time-consuming, requiring back and forth communication between the customer and the field service department that her manager just can t let her spend time on. The result: Lauren s left to coordinate the solution to a complex problem on her own, and she has zero say in when the appointment will occur. By the time the job is assigned to John and he knocks on the front door, Lauren is 1 CONNECT THE CONTACT CENTER TO THE FIELD WITH ORACLE SERVICE CLOUD
3 frustrated and angry. John is walking into a bad situation. He knows Lauren has an AC unit that needs repair, but he has nothing else to go on. The Old Approach: Field Service Automation as a Standalone Solution The old approach to scheduling field work as described above can certainly be improved upon by adding a field service management solution, which can be managed functionally through process flows and software integrations. The customer relationship management system Katie s using in the contact center might send a work order to a field service automation tool via an API. That solution would assign the job to an available technician, but it likely would not take into account the best person for the job or when Lauren would prefer that person arrive. John would receive the job assignment on his tablet, then round up the parts and equipment he is likely to need. However, field service managed this way often fails because:» Customers aren t allowed to choose the day or time that works best for them.» You can only offer very long appointment windows and/or you miss appointment windows altogether.» Field service employees arrive late and don t notify the customers.» Field service employees don t have the right equipment, parts, or skills for the job.» Field service employees don t have any insight about special requests or circumstances. This legacy approach is a good start, but you can drive greater efficiencies and build better customer relationships if you embed field service appointment scheduling within your contact center application. The New Approach: Visibility and Continuity Across All Channels Including the Field Contact center agents using Oracle Service Cloud already have the ability to seamlessly serve customers across channels. Not only can the customer choose their favorite channel, but they can move seamlessly from one channel to the next from social to web self-service, live chat and even a phone conversation while maintaining complete case history and context. But what about the most intimate customer channel of all? Field service appointments may be the only time your customer will engage with your organization face-to-face. Plus, these interactions occur in the places most familiar to the customer in the home where their children play, in front of their reception desk or on the factory floor. Now that Oracle Field Service Cloud Service has joined the Oracle Service Cloud application family, you can incorporate this final customer engagement channel to deliver truly holistic service. Customer service agents can end every call with a resolution, even if it means scheduling a field appointment. And every field service appointment is set up for success from the start. Here s how Lauren, Katie and John would work together to troubleshoot and repair Lauren s AC unit, leveraging Oracle Service Cloud applications that work together fluidly for a new, modern complete customer care model. First, Lauren visits the Sunrise Heating & Cooling website to try to resolve the problem on her own. She runs a few searches that return related help articles, but quickly realizes that she needs an expert to help. This is much more complex than resetting a switch. Lauren calls the Sunrise Heating & Cooling customer service number. Immediately, she s routed to an agent with extensive experience in AC unit troubleshooting Katie. Katie can see what Lauren s searched on the website, so she does not need to waste time walking Lauren through information she s already read. 2 CONNECT THE CONTACT CENTER TO THE FIELD WITH ORACLE SERVICE CLOUD
4 Katie taps into Oracle Service Cloud s Knowledge capabilities, and finds an appropriate trouble-shooting guide for Lauren s particular AC unit. She asks Lauren some simple questions, but determines it s necessary to send an HVAC tech out to take a look. With the old approach, this is typically where Sunrise Heating & Cooling would leave Lauren to coordinate a field appointment. But who has time for that? Not a busy mom of three. Instead... While Lauren s still on the phone, Katie pulls up a calendar displaying the real-time capacity of Sunrise s field workforce for the next week powered by Oracle Field Service Cloud. Like booking a restaurant reservation or flight online, Lauren simply tells Katie what time is convenient for her. Katie books the first available appointment for tomorrow, which is sent to the field service solution for optimized routing and scheduling. Before hanging up, Katie can efficiently capture any missing contact details such as a customer zip code or service level agreement (SLA) requirements. She also attaches a note that Lauren would prefer that someone come out this afternoon, if any free time opens up. The job arrives in Oracle Field Service Cloud for scheduling. Tomorrow, the time-based, predictive routing engine will assign it to the most optimal field employee, taking into account travel requirements, employee skills, and potentially required parts and equipment. In the dispatch center, the Sunrise field service manager notices that John s afternoon appointment has just cancelled. Thanks to Katie s note, he sees that Lauren would much prefer an appointment this afternoon. After confirming that John is knowledgeable about the AC model installed at Lauren s house, the field manager gets in touch with Lauren and reassigns the job to John. John pulls up Lauren s contact details on his tablet via his browser-based field service mobile app, and heads to her house. Because he has the right skills and certifications and can review Katie s helpful notes as well as the service history of Lauren s AC unit on his tablet, John wastes no time fixing the AC. From the moment Lauren picked up the phone to call support, every step of the repair was documented and updated within the Oracle Service Cloud. This is helpful for Katie, whose has the responsibility of following up with Lauren, or answering any follow up questions Lauren has along the way. And the next time Lauren calls in, a record of the appointment will be available for the agent assisting her. With this new, connected approach, Sunrise HVAC solved Lauren s problem faster and with less effort, while providing Lauren with a superior customer experience. In fact, Lauren is so happy with her service that she decides to tell her friends about via social media. Conclusion This elegant, yet simple, approach is built on powerful, easy-to-use technology. Connecting the contact center to the field is now as easy as adding the new Oracle Field Service Cloud Service solution to your existing Oracle Service Cloud applications. To quickly and easily connect these cloud applications, Oracle has introduced the Oracle Service Cloud and Oracle Field Service Cloud Accelerator. Contact your account manager or sales representative to learn more. 3 CONNECT THE CONTACT CENTER TO THE FIELD WITH ORACLE SERVICE CLOUD
5 Oracle Corporation, World Headquarters 500 Oracle Parkway Redwood Shores, CA 94065, USA Worldwide Inquiries Phone: Fax: C O N N E C T W I T H U S blogs.oracle.com/oracle facebook.com/oracle twitter.com/oracle oracle.com Copyright 2015, Oracle and/or its affiliates. All rights reserved. This document is provided for information purposes only, and the contents hereof are subject to change without notice. This document is not warranted to be error-free, nor subject to any other warranties or conditions, whether expressed orally or implied in law, including implied warranties and conditions of merchantability or fitness for a particular purpose. We specifically disclaim any liability with respect to this document, and no contractual obligations are formed either directly or indirectly by this document. This document may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without our prior written permission. Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners. Intel and Intel Xeon are trademarks or registered trademarks of Intel Corporation. All SPARC trademarks are used under license and are trademarks or registered trademarks of SPARC International, Inc. AMD, Opteron, the AMD logo, and the AMD Opteron logo are trademarks or registered trademarks of Advanced Micro Devices. UNIX is a registered trademark of The Open Group Connect the Contact Center to the Field June 2015
Oracle Service Cloud and Oracle Field Service Cloud Accelerator
Oracle Service Cloud and Oracle Field Service Cloud Accelerator If your contact center and field service operations are still functioning as independent entities, you have new opportunities to elevate
More informationField Service Management in the Cloud
Field Service Management in the Cloud The Rise of Cloud Applications for Mission-Critical Tasks ORACLE WHITE PAPER DECEMBER 2014 Introduction Since the introduction of cloud applications for customer relationship
More informationAn Oracle White Paper July 2013. Introducing the Oracle Home User in Oracle Database 12c for Microsoft Windows
An Oracle White Paper July 2013 Introducing the Oracle Home User Introduction Starting with Oracle Database 12c Release 1 (12.1), Oracle Database on Microsoft Windows supports the use of an Oracle Home
More informationOracle Service Cloud and Oracle WebRTC Session Controller ORACLE WHITE PAPER FEBRUARY 2015
Oracle Service Cloud and Oracle WebRTC Session Controller ORACLE WHITE PAPER FEBRUARY 2015 Disclaimer The following is intended to outline our general product direction. It is intended for information
More informationThe New Rules of Field Service Management
The New Rules of Field Service Management How Technology Can Help You Win ORACLE WHITE PAPER NOVEMBER 2014 Introduction: The New Rules Field service managers are required to do more than ever. Corporate
More informationIntegration Concepts for Oracle E-Business Suite and Oracle Field Service Cloud Service ORACLE WHITE PAPER MAY 2015
Integration Concepts for Oracle E-Business Suite and Oracle Field Service Cloud Service ORACLE WHITE PAPER MAY 2015 Disclaimer The following is intended to outline our general product direction. It is
More informationG Cloud 7 Pricing Document
G Cloud 7 Pricing Document October 205 Pricing Pricing Information This is Oracle s G-Cloud 7 Pricing Document for the following service(s): Metered Usage Oracle Java Cloud Trial B78388 Not applicable
More informationImprove your Customer Experience with High Quality Information
An Oracle White Paper April 2014 Improve your Customer Experience with High Quality Information Executive Overview Businesses are better leveraging their key CX asset customer data - by building MDM foundations
More informationOracle Financial Management Analytics
Oracle Financial Management Analytics Oracle Financial Management Analytics provides finance executives with visibility and insight into the status of their financial close process and their financial
More informationPEOPLESOFT HELPDESK FOR HUMAN RESOURCES
PEOPLESOFT HELPDESK FOR HUMAN RESOURCES Today s Human Resource organizations are faced with the challenge of providing rapid and high quality customer service to their workforce while containing or reducing
More informationG Cloud 7 Pricing Document
G Cloud 7 Pricing Document October 2015 Pricing Pricing Information This is Oracle s G-Cloud 7 Pricing Document for the following service(s): Services SaaS Extension S1 Non-Metered Usage Services SaaS
More informationAn Oracle Communications White Paper December 2014. Serialized Asset Lifecycle Management and Property Accountability
An Oracle Communications White Paper December 2014 Serialized Asset Lifecycle Management and Property Accountability Disclaimer The following is intended to outline our general product direction. It is
More informationPeopleSoft HelpDesk. Maximized Operational Efficiency. Usability and Role-Based Access
PeopleSoft HelpDesk An organization s corporate help desk is the lifeline of the company, ensuring the systems and facilities that employees need to do their jobs are running smoothly at all times. The
More informationMarch 2014. Oracle Business Intelligence Discoverer Statement of Direction
March 2014 Oracle Business Intelligence Discoverer Statement of Direction Oracle Statement of Direction Oracle Business Intelligence Discoverer Disclaimer This document in any form, software or printed
More informationOracle s BigMachines Solutions. Cloud-Based Configuration, Pricing, and Quoting Solutions for Enterprises and Fast-Growing Midsize Companies
Oracle s BigMachines Solutions Cloud-Based Configuration, Pricing, and Quoting Solutions for Enterprises and Fast-Growing Midsize Companies Oracle s BigMachines cloud-based solutions enable both enterprise
More informationTHE NEW BUSINESS OF BUSINESS LEADERS. Hiring and Onboarding
THE NEW BUSINESS OF BUSINESS LEADERS Hiring and Onboarding 2 INTRODUCTION Unlocking the potential of your talent is key to the success of your organization. Leading businesses actively dedicate resources
More informationOracle Communications Extension Group: Enterprise Application Guide ORACLE WHITE PAPER AUGUST 2015
Oracle Communications Extension Group: Enterprise Application Guide ORACLE WHITE PAPER AUGUST 2015 Disclaimer The following is intended to outline our general product direction. It is intended for information
More informationOracle Hyperion Financial Close Management
Oracle Hyperion Financial Close Management Oracle Hyperion Financial Close Management is built for centralized, webbased management of period-end close activities across the extended financial close cycle.
More informationAccelerating the Transition to Hybrid Cloud with Oracle Managed Cloud Integration Service
Accelerating the Transition to Hybrid Cloud with Oracle Managed Cloud Integration Service How to Connect Applications More Quickly and with Less Risk O R A C L E W H I T E P A P E R O C T O B E R 2 0 1
More informationOracle Sales For Handhelds
Oracle Sales For Handhelds Oracle Sales for Handhelds is the application that keeps sales reps easily informed and effective on the road. The application is a key component of the Oracle Customer Relationship
More informationAn Oracle Best Practice Guide April 2012. Best Practices for Designing Contact Center Experiences with Oracle RightNow CX Cloud Service
An Oracle Best Practice Guide April 2012 Best Practices for Designing Contact Center Experiences with Oracle RightNow CX Cloud Service Introduction... 1 Understanding the Problem... 2 Addressing the Problem
More informationAn Oracle White Paper September 2014. Adapting to PeopleSoft Continuous Delivery
An Oracle White Paper September 2014 Adapting to PeopleSoft Continuous Delivery Oracle White Paper PeopleSoft Enterprise and Fusion Middleware Disclaimer The following is intended to outline our general
More informationMobile-First Strategy. CIO Executive Interview
Mobile-First Strategy CIO Executive Interview Mark Sunday, CIO of Oracle Corporation, interviewed Suhas Uliyar, Vice President of Mobile Strategy Product Management at Oracle, to learn about the critical
More informationAn Oracle White Paper November 2011. Knowledge-Infused Customer Relationship Management: A Game-Changing Investment for Customer Support
An Oracle White Paper November 2011 Knowledge-Infused Customer Relationship Management: A Game-Changing Investment for Customer Support Executive Overview Combining knowledge management (KM) with customer
More informationSIX QUESTIONS TO ASK ANY VENDOR BEFORE SIGNING A SaaS E-COMMERCE CONTRACT
SIX QUESTIONS TO ASK ANY VENDOR BEFORE SIGNING A SaaS E-COMMERCE CONTRACT When evaluating software-as-aservice, particularly e-commerce SaaS solutions, companies often focus on comparing product features
More informationAn Oracle White Paper October 2010. Siebel Financial Services Customer Relationship Management for Banking
An Oracle White Paper October 2010 Siebel Financial Services Customer Relationship Management for Banking Executive Overview Banks are in constant interaction with customers. A winning and proven strategy
More informationApril 2014. Oracle Higher Education Investment Executive Brief
April 2014 Oracle Higher Education Investment Executive Brief Disclaimer The following is intended to outline our general product direction. It is intended for information purposes only, and may not be
More informationAn Oracle White Paper August 2013. Oracle Service Cloud Integration with Oracle Siebel Service
An Oracle White Paper August 2013 Oracle Service Cloud Integration with Oracle Siebel Service Disclaimer The following is intended to outline our general product direction. It is intended for information
More informationMinutes on Modern Finance Midsize Edition
Minutes on Modern Finance Midsize Edition Roadmap to a Successful Cloud Implementation 5 Steps to Consider for Ensuring a Successful Implementation If you are a growing midsize organization, chances are
More informationAn Oracle White Paper October 2011. Why CRM Has Failed the Customer And What to Do About It
An Oracle White Paper October 2011 Why CRM Has Failed the Customer And What to Do About It Introduction Customer relationship management (CRM) one of the great application categories to emerge over the
More informationA Comprehensive Solution for API Management
An Oracle White Paper March 2015 A Comprehensive Solution for API Management Executive Summary... 3 What is API Management?... 4 Defining an API Management Strategy... 5 API Management Solutions from Oracle...
More informationOracle Cloud for Midsize Service Companies. An Oracle Industry Brief
Oracle Cloud for Midsize Service Companies An Oracle Industry Brief Competition is everywhere. Clients are demanding. Top talent is scarce. Globalization of services keeps changing your market. Face these
More informationOracle Directory Services Integration with Database Enterprise User Security O R A C L E W H I T E P A P E R F E B R U A R Y 2 0 1 5
Oracle Directory Services Integration with Database Enterprise User Security O R A C L E W H I T E P A P E R F E B R U A R Y 2 0 1 5 Disclaimer The following is intended to outline our general product
More informationOracle Sales Cloud on Smartphones and Tablets
O RACLE DATA SHEET - WINTER 15 Oracle Sales Cloud on Smartphones and Tablets Oracle Sales Cloud provides easy-to-use Smartphone apps for Field Sales Reps so they can quickly execute transactions that take
More informationModern Customer Care In a Multi-Channel World
An Oracle White Paper March 2015 Modern Customer Care In a Multi-Channel World By David Lanning, Senior CX Strategist and Jeff Griebeler, Principal Sales Consultant Executive Overview The Connected Customer
More informationORACLE FUSION PROJECT MANAGEMENT CLOUD SERVICE
ORACLE FUSION PROJECT MANAGEMENT CLOUD SERVICE Oracle Fusion Project Management Cloud extends planning and scheduling to the occasional project manager; to those who manage projects infrequently and not
More informationSiebel CRM Quote and Order Capture - Product and Catalog Management
Siebel CRM Quote and Order Capture - Product and Catalog Management Siebel Product & Catalog Management provides the capabilities to enable businesses to develop, manage and deliver dynamic product catalogs
More information2011 Customer Experience Impact Report. Getting to the Heart of the Consumer and Brand Relationship
2011 Customer Experience Impact Report Getting to the Heart of the Consumer and Brand Relationship Today, consumers call the shots. With globalization and the internet providing nearly unlimited choices,
More informationA Framework for Implementing World-Class Talent Management. The highest performing businesses are re-focusing on talent management
A Framework for Implementing World-Class Talent Management The highest performing businesses are re-focusing on talent management The highest performing businesses are re-focusing on talent management.
More informationOracle JD Edwards EnterpriseOne Mobile Sales Order Entry
Oracle JD Edwards EnterpriseOne Mobile Sales Order Entry Third-Party Credit Card Plug-In ORACLE WHITE PAPER J ULY 2015 Disclaimer The following is intended to outline our general product direction. It
More informationPeopleSoft Enterprise Learning Management
PeopleSoft Enterprise Learning Management Organizations continue to use effective talent management practices to address a variety of business challenges and gain a competitive advantage. These challenges
More informationOctober 2013. A New Standard for Excellence. Transforming Education and Research with Oracle Innovation
October 2013 A New Standard for Excellence Transforming Education and Research with Oracle Innovation Disclaimer The following is intended to outline our general product direction. It is intended for information
More informationBusiness Driven Process Optimization
An Oracle Solution Brief October 2013 Business Driven Process Optimization Introduction... 3 Improving Business Processes... 3 Being Business Driven... 3 Business-driven process design with Oracle BPM
More informationALL OF YOUR WORK. OPTIMIZED.
ALL OF YOUR WORK. OPTIMIZED. Mobilize, Dispatch, and Collaborate in Real Time During Complex and Routine Work Oracle Utilities Mobile Workforce Management 2 Work Done the Right Way. All the Time. Improve
More informationOracle Taleo Enterprise Cloud Service. Talent Intelligence for Employee Insight
Oracle Taleo Enterprise Cloud Service Talent Intelligence for Employee Insight Talent intelligence comprises insight and information about your people. It provides executives with a high-level view of
More informationOracle Sales Cloud Configuration, Customization and Integrations
WINTER 15 Oracle Sales Cloud Configuration, Customization and Integrations Oracle's standards-based, open and flexible platform makes it easy to rapidly build and deploy rich applications or integrate
More informationPEOPLESOFT SUCCESSION PLANNING
PEOPLESOFT SUCCESSION PLANNING PeopleSoft Succession Planning is a part of PeopleSoft s integrated talent management solution, providing you the ability to improve talent retention while mitigating risk
More informationAn Oracle White Paper December 2010. Tutor Top Ten List: Implement a Sustainable Document Management Environment
An Oracle White Paper December 2010 Tutor Top Ten List: Implement a Sustainable Document Management Environment Executive Overview Your organization (executives, managers, and employees) understands the
More informationFAQ: How to create Effective Messages
User Experience Direct (UX Direct) FAQ: How to create Effective Messages Disclaimer The following is intended to outline our general product direction. It is intended for information purposes only, and
More informationMigration Best Practices for OpenSSO 8 and SAM 7.1 deployments O R A C L E W H I T E P A P E R M A R C H 2015
Migration Best Practices for OpenSSO 8 and SAM 7.1 deployments O R A C L E W H I T E P A P E R M A R C H 2015 Disclaimer The following is intended to outline our general product direction. It is intended
More informationDriving Down the High Cost of Storage. Pillar Axiom 600
Driving Down the High Cost of Storage Pillar Axiom 600 Accelerate Initial Time to Value, and Control Costs over the Long Term Make a storage investment that will pay off in rapid time to value and low
More informationThe Role of Data Integration in Public, Private, and Hybrid Clouds
The Role of Data Integration in Public, Private, and Hybrid Clouds In today s information-driven economy, data is a fundamental asset to most businesses. As more and more of that data moves to the cloud,
More informationOracle Sales Cloud Analytics
ORACLE DATA SHEET WINTER 15 Oracle Sales Cloud Analytics Sales teams need relevant and actionable insights so they can close more deals in less time. Oracle Sales Cloud Analytics provides real-time executive
More informationThe Next Generation of Local Government: Transforming Non-Emergency and 311 Call Center Solutions to a Complete Constituent Experience
The Next Generation of Local Government: Transforming Non-Emergency and 311 Call Center Solutions to a Complete Constituent Experience An Oracle White Paper February 2013 The Next Generation of Local Government
More informationSee What's Coming in Oracle Service Cloud
See What's Coming in Oracle Service Cloud May 2015 Capabilities and Benefits - Release Content Document ORACLE SERVICE CLOUD MAY RELEASE OVERVIEW This latest release of Oracle Service Cloud provides significant
More informationCloud-Based Content Storage Management with Oracle DIVA Cloud Service
Cloud-Based Content Storage Management with Oracle DIVA Cloud Service Giving Broadcasters a New Avenue for Profitability ORACLE WHITE PAPER UPDATED MAY 2015 Many of our clients had been asking about digital
More informationAn Oracle Best Practice Guide March 2012. Best Practices for Oracle RightNow Cobrowse Cloud Service
An Oracle Best Practice Guide March 2012 Best Practices for Oracle RightNow Cobrowse Cloud Service Introduction Using phone or chat channels is a popular way for customer support staff to communicate with
More informationAn Oracle White Paper October 2011. BI Publisher 11g Scheduling & Apache ActiveMQ as JMS Provider
An Oracle White Paper October 2011 BI Publisher 11g Scheduling & Apache ActiveMQ as JMS Provider Disclaimer The following is intended to outline our general product direction. It is intended for information
More informationAn Oracle White Paper January 2011. Using Oracle's StorageTek Search Accelerator
An Oracle White Paper January 2011 Using Oracle's StorageTek Search Accelerator Executive Summary...2 Introduction...2 The Problem with Searching Large Data Sets...3 The StorageTek Search Accelerator Solution...3
More informationAn Oracle White Paper June 2010. Introduction to Determinations Engines
An Oracle White Paper June 2010 Introduction to Determinations Engines Introduction to Determinations Engines Executive Overview IT tools and approaches can deliver significant benefits to policy implementation
More informationAn Oracle White Paper October 2011. Migrating Customers to Lower-Cost Channels
An Oracle White Paper October 2011 Migrating Customers to Lower-Cost Channels Executive Overview Are you pressured to lower your contact center costs? Are customers insisting that you improve service?
More informationSOCIAL NETWORKING WITH A PURPOSE. Building Your Referral Machine
SOCIAL NETWORKING WITH A PURPOSE Building Your Referral Machine 2 Introduction: Word of Mouth has Become Word of Web The potential benefits of social recruiting are huge, with today s social networks helping
More informationMaximizing Profitability with Cloud Collaboration for your Business
Maximizing Profitability with Cloud Collaboration for your Business Oracle Communications Unified Communications Suite O R A C L E W H I T E P A P E R J U L Y 2 0 1 5 Executive Overview The fabric of communications
More informationAn Oracle White Paper May 2011. Distributed Development Using Oracle Secure Global Desktop
An Oracle White Paper May 2011 Distributed Development Using Oracle Secure Global Desktop Introduction One of the biggest challenges software development organizations face today is how to provide software
More informationOracle Sales Cloud for Consumer Goods
S U M M E R 1 5 Oracle Sales Cloud for Consumer Goods Oracle Sales Cloud for Consumer Goods is a comprehensive industry solution that includes trade promotion management and retail execution. The retail
More informationOracle Database Backup Service. Secure Backup in the Oracle Cloud
Oracle Database Backup Service Secure Backup in the Oracle Cloud Today s organizations are increasingly adopting cloud-based IT solutions and migrating on-premises workloads to public clouds. The motivation
More informationORACLE CRM ON DEMAND RELEASE 30
OR A C L E D A T A S H E E T ORACLE CRM ON DEMAND RELEASE 30 Get smarter, more productive and gain the best value with Oracle CRM On Demand Release 30. Oracle CRM On Demand continues to be the most complete
More informationAn Oracle White Paper February 2012. 2012 B2B E-Commerce Survey: Results and Trends
An Oracle White Paper February 2012 2012 B2B E-Commerce Survey: Results and Trends Introduction Although business to consumer (B2C) gets a lot of attention for being on the sexy side of e- commerce, 2010
More informationContract Lifecycle Management for Public Sector A Procure to Pay Management System
Contract Lifecycle Management for Public Sector A Procure to Pay Management System The Integration of Finance, Supply and Acquisition ORACLE WHITE PAPER OCTOBER 2014 Disclaimer The following is intended
More informationAn Oracle White Paper November 2010. Oracle Business Intelligence Standard Edition One 11g
An Oracle White Paper November 2010 Oracle Business Intelligence Standard Edition One 11g Introduction Oracle Business Intelligence Standard Edition One is a complete, integrated BI system designed for
More informationRunning Oracle s PeopleSoft Human Capital Management on Oracle SuperCluster T5-8 O R A C L E W H I T E P A P E R L A S T U P D A T E D J U N E 2 0 15
Running Oracle s PeopleSoft Human Capital Management on Oracle SuperCluster T5-8 O R A C L E W H I T E P A P E R L A S T U P D A T E D J U N E 2 0 15 Table of Contents Fully Integrated Hardware and Software
More informationPeopleSoft Enterprise Directory Interface
PeopleSoft Enterprise Directory Interface Today s self-service applications deliver information and functionality to large groups of users over the internet. Organizations use these applications as a cost-effective
More informationAn Oracle White Paper March 2011. European Consumer Views of E-Commerce: A Consumer Research Study of Buying Behavior and Trends
An Oracle White Paper March 2011 European Consumer Views of E-Commerce: A Consumer Research Study of Buying Behavior and Trends Introduction In July 2009, ATG (acquired by Oracle in 2010) commissioned
More informationThe Yin and Yang of Enterprise Project Portfolio Management and Agile Software Development: Combining Creativity and Governance
An Oracle White Paper August 2011 The Yin and Yang of Enterprise Project Portfolio Management and Agile Software Development: Combining Creativity and Governance How to gain a comprehensive picture of
More informationManaged Storage Services
An Oracle White Paper January 2014 Managed Storage Services Designed to Meet Your Custom Needs for Availability, Reliability and Security A complete Storage Solution Oracle Managed Cloud Services (OMCS)
More informationPeopleSoft Strategic Sourcing
PeopleSoft Strategic Sourcing Oracle s PeopleSoft Strategic Sourcing enables your organization to streamline its RFx processes, conduct real-time auctions, and strategically award contracts or purchase
More informationSee What's Coming in Oracle Service Cloud
bu See What's Coming in Oracle Service Cloud Release Content Document August 2015 TABLE OF CONTENTS ORACLE SERVICE CLOUD AUGUST RELEASE OVERVIEW... 3 WEB CUSTOMER SERVICE... 4 Oracle Service Cloud Community
More informationOracle Order Management
Oracle Order Management Oracle Order Management is an order-to-cash solution that provides capabilities for customers, partners and employees to select the right products and services, negotiate the best
More informationOracle s Primavera Prime Capital Plan Management
Oracle s Primavera Prime Capital Plan Management The nature of capital projects necessitate planning for not only infrastructure needs, but for the operational and regulatory requirements of the infrastructure
More informationAn Oracle Strategy Brief May 2011. No Limits: Enabling Rating without Constraints
An Oracle Strategy Brief May 2011 No Limits: Enabling Rating without Constraints Executive Overview... 1 Introduction... 2 Trends in Rating... 3 The Carrier Challenge... 4 The Rise of Standalone Rating
More informationModern Sales in the Cloud. In the Era of the Empowered Customer
Modern Sales in the Cloud In the Era of the Empowered Customer Today s Sales Landscape 45% of enterprise-level buying decisions are made before your buyer says hello to 1 your sales rep 60% of sellers
More informationOracle Knowledge Solutions for Insurance. Answers that Fuel Growth
Oracle Knowledge Solutions for Insurance Answers that Fuel Growth When seeking to boost market share and customer retention rates, having answers makes all the difference. Timely answers help brokers and
More informationOracle Documents Cloud Service. Secure Collaboration for the Digital Workplace
Oracle Documents Cloud Service Secure Collaboration for the Digital Workplace Dawn of the Digital Business Today s organizations need agile information systems to fully embrace the digital experience.
More informationAn Oracle White Paper June 2013. Oracle Linux Management with Oracle Enterprise Manager 12c
An Oracle White Paper June 2013 Oracle Linux Management with Oracle Enterprise Manager 12c Introduction... 1 Oracle Enterprise Manager 12c Overview... 3 Managing Oracle Linux with Oracle Enterprise Manager
More informationPeopleSoft Mobile Inventory Management for Healthcare
PeopleSoft Mobile Inventory Management for Healthcare Oracle s PeopleSoft Mobile Inventory Management applications enable automated mobile user operations. Users perform tasks using handheld Windows-enabled
More informationOracle Mobile Security
Oracle Mobile Security What s New in OMSS 11gR2 Patch Set 3 ORACLE WHITE PAPER MAY 2015 Disclaimer The following is intended to outline our general product direction. It is intended for information purposes
More informationOracle Sales Cloud for High Tech and Manufacturing
W I N T E R 1 6 Oracle Sales Cloud for High Tech and Manufacturing Oracle Sales Cloud for High Tech and Manufacturing handles both the direct and channel sales processes that global manufacturers require
More informationAn Oracle White Paper November 2011. Metrics: What They Are and Why They Matter
An Oracle White Paper November 2011 Metrics: What They Are and Why They Matter Introduction There s no doubt that metrics can be useful in your efforts to improve Web self-service. The trick comes in knowing
More informationPeopleSoft Compensation
PeopleSoft Compensation Do you know which of your pay components attract top talent to your organization? Which ones are the most valuable to your employees? What is the right mix that drives employee
More informationAn Oracle Best Practice Guide April 2012. Best Practices for Implementing Contact Center Experiences
An Oracle Best Practice Guide April 2012 Best Practices for Implementing Contact Center Experiences Introduction... 1 Understanding the Challenges of Contact Center Processes... 2 Addressing the Challenges
More informationAn Oracle White Paper October 2011. Improving the Customer Experience by Replacing Enterprise Search with Enterprise Knowledge Management
An Oracle White Paper October 2011 Improving the Customer Experience by Replacing Enterprise Search with Enterprise Knowledge Management Executive Overview To help users of their Websites find answers
More informationORACLE PRODUCT DATA HUB
ORACLE PRODUCT DATA HUB THE SOURCE OF CLEAN PRODUCT DATA FOR YOUR ENTERPRISE. KEY FEATURES Out-of-the-box support for Enterprise Product Record Proven, scalable industry data models Integrated best-in-class
More informationAn Oracle White Paper April, 2010. Effective Account Origination with Siebel Financial Services Customer Order Management for Banking
An Oracle White Paper April, 2010 Effective Account Origination with Siebel Financial Services Customer Order Management for Banking Executive Overview In the absence of an enterprise account origination
More informationJune, 2015 Oracle s Siebel CRM Statement of Direction Client Platform Support
June, 2015 Oracle s Siebel CRM Statement of Direction Client Platform Support Oracle s Siebel CRM Statement of Direction IP2016 Client Platform Support Disclaimer This document in any form, software or
More informationConfiguring Oracle SDN Virtual Network Services on Netra Modular System ORACLE WHITE PAPER SEPTEMBER 2015
Configuring Oracle SDN Virtual Network Services on Netra Modular System ORACLE WHITE PAPER SEPTEMBER 2015 Introduction 1 Netra Modular System 2 Oracle SDN Virtual Network Services 3 Configuration Details
More informationOracle Planning and Budgeting Cloud Service
Oracle Planning and Budgeting Cloud Service Oracle Planning and Budgeting Cloud Service enables organizations of all sizes to quickly adopt world-class planning and budgeting applications with no CAPEX
More informationAn Oracle White Paper February 2013. Integration with Oracle Fusion Financials Cloud Service
An Oracle White Paper February 2013 Integration with Oracle Fusion Financials Cloud Service Executive Overview Cloud computing is a vision that is increasingly turning to reality for many companies. Enterprises,
More informationAn Oracle White Paper August 2010. Higher Security, Greater Access with Oracle Desktop Virtualization
An Oracle White Paper August 2010 Higher Security, Greater Access with Oracle Desktop Virtualization Introduction... 1 Desktop Infrastructure Challenges... 2 Oracle s Desktop Virtualization Solutions Beyond
More informationModern Workforce Management: Impacting the Bottom Line
Modern Workforce Management: Impacting the Bottom Line January 2014 At many organizations, employees have become the most costly asset. Personnel costs for salaries, benefits, training, temporary staff
More informationAn Oracle White Paper October 2013. Gneis Turns to Oracle to Secure and Manage SIP Trunks
An Oracle White Paper October 2013 Gneis Turns to Oracle to Secure and Manage s Gneis Turns to Oracle to Secure and Manage s Executive Overview Gneis Global Services SA planned to introduce Session Initiation
More information