RIGHTNOW CLOUD SERVICE SERVE YOUR CUSTOMERS ANYWHERE MULTI-CHANNEL SERVICE

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "RIGHTNOW CLOUD SERVICE SERVE YOUR CUSTOMERS ANYWHERE MULTI-CHANNEL SERVICE"

Transcription

1 RIGHTNOW CLOUD SERVICE SERVE YOUR CUSTOMERS ANYWHERE MULTI-CHANNEL SERVICE See what our customers have achieved with the Oracle Service Solution.

2 03 Introduction Serve Your Customers Anywhere - Multi-Channel Service 04 Evolution1 Delivering Superior Customer Care across Multiple Business Units 06 HauteLook Delivering must-have, high-end customer experiences 08 New Zealand Post Group Developing a single view of customer interactions to provide a superior customer experience 10 ResortCom International Supporting over 1 million customers every year with Oracle Web Customer Service 12 BT Retail Upgrading CRM system for a Unified Approach 14 Citrix System, Inc. Improving Call Center Performance with a Flexible CRM Solution 16 Conclusion Oracle Service: Comprehensive, Personalized Customer Service Solutions and Resources

3 INTRODUCTION 3 Introduction Serve Your Customers Anywhere Multi-Channel Service Today s customers demand more from your contact center, with the expectation they can access the information they require through the channels of their choice at any given time. If you don t have the right solutions in place to swiftly resolve issues through Web, phone, mobile, and social channels in a consistent manner, you risk losing customers to your competitors. Oracle Service helps you meet the demands of the modern customer and provides capabilities needed to increase revenue, improve agent efficiency, and consistently deliver high-quality, personalized, multi-channel customer service experiences that deliver a competitive advantage. Read on to discover how organizations like yours have found success with Oracle Service Solutions.

4 Evolution1 Enabling Evolution1 to Deliver Superior Customer Care across Multiple Business Units When serving millions of unique customers, each with different needs and desires, the right solution is needed to ensure they receive consistent experiences no matter how they engage with your organization via phone, , or Web. The challenge Evolution1 and its partners serve more than seven million consumers, making it the U.S. s largest Web-based healthcare solution. Its customer base is almost exclusively third-party administrators and health plans, and its biggest challenge is communicating service level agreements and processes to these partners. As the company grew, Evolution1 needed to find a customer service solution that could provide exceptional customer care, scale seamlessly to meet increasing demand, and support a customized customer portal to log incidents for increased efficiency and cost savings. The solution Evolution1 selected the Oracle Service solution to ensure that customers across four unique business entities would get the same level of support and consistent answers no matter what channel they choose to contact the company. The Oracle Service solution is easily configurable, enabling Evolution1 to customize the agent desktop for each business unit, giving in-house and outsourced agents different access and views, depending on the areas they support. The secure cloud enables Evolution1 to maintain confidential member information and helps the company meet the demands of increased volume without additional IT costs.

5 5 Oracle Service enables us to manage separate entities from a single solution and one database. Divisions can transfer incidents or share contacts without negotiating different systems, and Oracle Service tracks every incident to completion so that nothing gets overlooked. We keep our customers satisfied while reducing our expenses and workload. Tom LeClerc, Senior Technical Services Representative, Evolution1 The results Reduced inquiry response times: With more than half of incidents now logged through the customer portal rather than by phone. Consolidated service infrastructure: A single solution now supports in-house and outsourced agents serving four separate business entities. Improved agent productivity: Achieved an percent first call resolution. Enhanced security: A PCI-compliant secure cloud protects confidential customer information. Increased visibility: Access to detailed user metrics has enabled Evolution1 to continuously improve the service it provides, and allocate resources based on the most popular customer requests. Read the full story

6 Agents now have the right information at the right time to give members confidence and positive interactions, whether solving an order issue or making a big purchase online. Chris Purpura, Director of Member Care, HauteLook HauteLook (A Nordstrom Company) Delivering must-have, high-end customer experiences To truly differentiate your brand you must provide fast and efficient customer service and personalize interactions to meet the needs of individual customers through a variety of channels.

7 HAUTELOOK 7 The challenge Los Angeles-based HauteLook has sold clothing, accessories, furnishings, beauty products, and high-end travel packages since 2007, often partnering with brands to create 48-hour sale events that offer discounts of up to 75 percent. Prior to implementing Oracle s solutions, HauteLook was receiving an average of 10,000 phone and inquiries a month from its members a number that was growing exponentially and was under intense pressure to respond to members quickly and efficiently, and create a customer experience that would differentiate the brand. The solution In 2010 HauteLook turned to Oracle Service to revamp its contact center. Now approximately 40 agents respond to over 40,000 interactions a month, through phone, , and live chat, and with a full integration to HauteLook s e-commerce system providing a 360-degree view of each member. This allows fully personalized interactions that create brand loyalty and drive competitive advantage. HauteLook can now easily handle multi-channel member interactions from a single point of reference, and track, assign, and manage requests from initial contact through resolution. The results Higher conversion rates: 13.5 percent of chat conversations are now converted to sales, and the number is growing. Improved efficiency: HauteLook now manages over 40,000 interactions a month. More personalized interactions: HauteLook now has the ability to capture the voice of the customer to drive future sales, establish best practices, and improve processess. Oracle Service helps our Member Care organization to capture valuable insight and deliver a seamless experience no matter how a member chooses to engage with our brand. Chris Purpura, Director of Member Care, HauteLook Read the full story

8 New Zealand Post Group Developing a single view of customer interactions to provide a superior customer experience To provide the kind of tailored, personalized customer service that creates brand loyalty, organizations must have access to real-time information highlighting the success of customer interactions, preferred channels of use, and sales conversion rates. The challenge The New Zealand Post Group (NZ Post) has been providing customers with products and solutions to help them communicate and do business for 170 years. The group continues to evolve its services, from the core mail business through to banking and digital solutions, to meet the changing needs of its customers and improve its customer service interaction. The organization was facing a number of challenges with its customer experience offering, most of which stemmed from a siloed approach to customer interactions that meant the customer journey wasn t properly tracked across different touchpoints. The solution NZ Post is using the Oracle Service solution as the platform for its CRM and contact center operations to help address these issues and implement a more efficient, integrated, and user-friendly customer experience journey. NZ Post now has access to real-time information into how the customer experience is working through each individual channel, enabling managers to monitor resolution times and redirect resources to the areas with the greatest need.

9 NEW ZEALAND POST GROUP 9 Oracle has enabled our business objectives by giving us the tools to allow us to look at customer interactions across different channels in real-time. Russell Stephens, Head of Channels, New Zealand Post Group New Zealand Post Group has eliminated channel silos and can now view the customer journey in a single environment The results Increased productivity: Since implementing the solution in 2011, agent productivity has increased by 10 percent. Improved efficiency: Reduced traffic by 10 percent within one week of implementing Oracle Smart Assistant. Enhanced customer service: NZ Post now has the visibility to closely monitor customer interactions, address areas in need of improvement, and redirect resources to provide the highest level of customer experience to its users. Read the full story

10 Our success is based on strength of the product and the quality of the experience. That experience is determined in the contact center and Oracle Service helps us provide a superior experience, every time. Alex Marxer, President, ResortCom International ResortCom International Providing ResortCom with the solutions to help support over 1 million customers every year Having insight into the habits of your customers, knowing when to contact them, and through which channels, can be a key differentiator when it comes to providing a customer service experience that goes that extra mile.

11 RESORTCOM INTERNATIONAL 11 The challenge ResortCom provides specialized financial services, resort operations, and customer care services for companies that develop and own resort properties. In addition, ResortCom empowers resort operators to generate substantial additional revenue from its customers through the sale of related services such as air travel and leisure activities. ResortCom lacked cross-departmental visibility. Issues were passed from support representatives to the back-office via paper, making it impossible to track incidents, and management had no insight into how long processes were taking or where bottlenecks existed. A solution was needed to increase visibility, encourage cross-departmental collaboration, and improve operational efficiency. The solution ResortCom implemented Oracle Service to deliver excellent customer care to over a million of its clients traveling customers through multiple channels. ResortCom s agents now handle over $500 million in transactions every year, and the company has been able to provide support with the same number of agents despite a tenfold increase in business. The solution is being used not only to handle inbound calls, but also to log customers preferred communication channels and the best times to reach them improving the management of peak volumes and providing a more personalized customer experience. The results Increased efficiency: Managed a 10x growth in business without having to increase support headcount, and saw a 30% reduction in volume and a 50% reduction in response times. Improved visibility: Gained full transparency into front and back office processes. Enhanced customer service: By reducing average resolution time down from 48 hours to less than 8 hours. ResortCom agents can now handle over $500 million in customer transactions every year and consistently maintain a CSAT score of 88 percent or above. Read the full story

12 BT Retail Upgrading CRM systems for a Unified Approach Upgrading customer service solutions quickly and efficiently with as little risk as possible is a major challenge for organizations looking to improve the customer experience. The challenge BT Group plc. is one of the world s leading providers of communications solutions, operating in 170 countries. A part of this group, BT Retail, is the UK s largest communications provider, delivering innovative products and services to the consumer and midsize markets. BT Retail wanted to upgrade its CRM systems currently used to process 95 percent of its consumer revenue to streamline business processes, improve the customer experience, and improve agent productivity when dealing with customers of the broadband, telephony, and television services customers. The solution BT Retail used Oracle GoldenGate to assist with the upgrade to Oracle s Siebel Contact Center 8.1, allowing the process to be completed in a single overnight outage window rather than over two days. BT Retail also reduced business risk during the upgrade by ensuring they could easily use Oracle GoldenGate to roll back the system if required, guaranteeing customers would not be adversely affected should any issues arise. A unified approach from Oracle led by Oracle Advanced Customer Support Services ensured a fast, cost-effective and safe upgrade to Oracle s Siebel Contact Center 8.1, resulting in improved contact center productivity and greater customer satisfaction.

13 BT RETAIL 13 With our upgrade of the Oracle Service Contact Center, we now have a very stable platform delivering increased performance. The success of this project is testament to the commitment and organizationwide support from Oracle and our partner organizations. James Weekes, Director of Consumer Customer Relationship Management and Billing Platforms, BT Retail The results Enhanced productivity: Improved call center agent productivity with Siebel Contact Center 8.1 s task-based interface, which guides agents through pre-defined processes, ensures compliance with BT Retail procedures for customer interactions, and reduces training costs. Improved performance: Accelerated system start-up time by over a third, and achieved a 5 percent performance improvement, resulting in increased user productivity through faster processing. Seamless transition: Delivered the upgrade on time and under budget with the help of Oracle Advanced Customer Support Services and Oracle Specialized Partner Tech Mahindra and migrated 700,000 lines of customized code and 25 terabytes of data in just seven hours. Read the full story

14 Oracle s Siebel Customer Relationship Management provides the sophisticated, flexible platform we need to improve call center agent productivity, enhance customer service, and bring new offers to market more quickly, across multiple channels. Girish Yadav, Director, Oracle Practice, Citrix Systems, Inc. Citrix Systems, Inc. Improving Call Center Performance with a Flexible CRM Solution Improving customer experience often starts with improving the efficiency of the call center. If solutions are in place to enable customers to help themselves, your agents are free to dedicate their time to those who need greater assistance.

15 CITRIX SYSTEMS, INC. 15 The challenge Citrix Systems, Inc.(Citrix) provides virtualization, networking, collaboration, and cloud technologies to over 230,000 enterprises worldwide. Citrix products are used by more than 100 million users globally, and touch an estimated 75% of internet users each day. Over the last decade, Citrix has grown from offering a single product to providing over 30 products across hardware, software, and services. Consequently the organization needed a comprehensive CRM solution to meet the diverse needs of its sales and service representatives while providing the best possible services and solutions to its customers. The solution Already using Oracle CRM, Citrix upgraded to Oracle Service Contact Center to take advantage of the new user experience and reporting functionality, enabling it to improve system performance and stay current on support. Citrix also used Oracle Business Intelligence Publisher and Oracle Secure Enterprise Search to improve agent productivity and provide better service levels to its customers. With Oracle solutions Citrix upgraded its CRM systems to provide the flexibility needed to support sales and service representatives and provide a superior level of customer service. The results Increased agent productivity: With real-time monitoring of call center activities, and the introduction of a unified global call system platform, incorporating voice, non-voice, fax and communications. Cut inquiry resolution times: Using Oracle Secure Enterprise Search to provide a one-stop shop for call center users to search for similar problems and resolutions when dealing with a customer request. Reduced IT overhead: By empowering business users to generate their own reports to support business decisions. Grew the number of users: By 100 percent over three years, increased performance benchmarks, and reduced deployment times. Read the full story

16 Conclusion Oracle Service: Comprehensive, Personalized Customer Service Solutions Oracle Service delivers complete, multi-channel customer service solutions enabling organizations to gain a better view of customer interactions, improve agent productivity, and provide more comprehensive, personalized, and efficient customer service experiences.

17 Facebook f Logo RGB /.eps Facebook f Logo RGB /.eps CONCLUSION 17 With Oracle Service your organization can: Increase revenue generation Improve ROI Accelerate issue resolution Increase CSAT score Decrease call time For more information on how Oracle Service can help you, explore the resources below. Stay Connected

18 FIND OUT MORE (866) GET IN TOUCH

Smarter Service: The Contact Center of the Future

Smarter Service: The Contact Center of the Future Smarter Service: The Contact Center of the Future Contents 2 The Contact Center of the Future 4 Out with the Old 6 In with the New 8 The Lowest TCO with Cloud-Based Contact Center Solutions 10 Oracle RightNow

More information

Patient Relationship Management

Patient Relationship Management Solution in Detail Healthcare Executive Summary Contact Us Patient Relationship Management 2013 2014 SAP AG or an SAP affiliate company. Attract and Delight the Empowered Patient Engaged Consumers Information

More information

Use Your Contact Center to Build a Better Customer Experience

Use Your Contact Center to Build a Better Customer Experience SAP Brief SAP Customer Relationship Management SAP Contact Center Objectives Use Your Contact Center to Build a Better Customer Experience Engage your customers across all points of contact Engage your

More information

How Salesforce Delivers Exceptional Service Using Service Cloud. service cloud

How Salesforce Delivers Exceptional Service Using Service Cloud. service cloud How Salesforce Delivers Exceptional Service Using Service Cloud service cloud Contents Introduction The Challenges of Growth A World-Class Service Solution Innovation in Support Conclusion 3 6 8 14 17

More information

Sage CRM I White Paper. Enhance Your Business Relationships With Sage CRM

Sage CRM I White Paper. Enhance Your Business Relationships With Sage CRM I White Paper Enhance Your Business Relationships With Accelerate Your Performance With True 360 Business Visibility Imagine: Your top sales professional calls your best customer to sell him a new product.

More information

Contact Center Solutions

Contact Center Solutions OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center is the primary interface to your organization, for your most valuable asset

More information

CONTACT CENTER SOLUTIONS

CONTACT CENTER SOLUTIONS BROCHURE CONTACT CENTER SOLUTIONS STRENGTHEN CUSTOMER RELATIONSHIPS WHILE PROTECTING THE BOTTOM LINE. Your contact center is the primary interface to your organization, for your most valuable asset your

More information

Contact Center Solutions

Contact Center Solutions 1098_5394-Contact_Centre_Solutions_newlook:Layout 1 1/11/10 10:53 AM Page 1 OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center

More information

Agile, Secure, Reliable: World-Class Customer Service in the Cloud

Agile, Secure, Reliable: World-Class Customer Service in the Cloud Agile, Secure, Reliable: World-Class Customer Service in the Cloud Contents 2 Introduction 4 Business Benefits 6 IT Benefits 8 RightNow Product Focus 2 Why Deliver Customer Service in the Cloud? In a volatile

More information

Creating Great Service Experiences How Modern Customer Service Works. Copyright 2014 Oracle Corporation. All Rights Reserved.

Creating Great Service Experiences How Modern Customer Service Works. Copyright 2014 Oracle Corporation. All Rights Reserved. Creating Great Service Experiences How Modern Customer Service Works Copyright 2014 Oracle Corporation. All Rights Reserved. Delivering Modern Customer Service The world of business is changing fast. Technology

More information

Driving Customer Experience Excellence

Driving Customer Experience Excellence Driving Customer Experience Excellence with Your Contact Center Bucher + Suter AG www.bucher-suter.com info@bucher-suter.com Bucher + Suter AG www.bucher-suter.com info@bucher-suter.com 55 It s increasingly

More information

Oracle Retail Customer Engagement Cloud Services

Oracle Retail Customer Engagement Cloud Services OR A C L E D A T A S H E E T Oracle Retail Customer Engagement Cloud Services Oracle Retail Customer Engagement Cloud Services is a suite of integrated cloud services designed to drive incremental revenue

More information

Direct Choice Office WWW.DCO.SA SALES@DCO.SA +966549998882 +20235371200

Direct Choice Office WWW.DCO.SA SALES@DCO.SA +966549998882 +20235371200 Direct Choice Office WWW.DCO.SA SALES@DCO.SA +966549998882 +20235371200 Direct Choice is a office specialized in information technology services. Our excellence comes from our ability to simulate the nature

More information

Customer Experience Management

Customer Experience Management Customer Experience Management Best Practices for Voice of the Customer (VoC) Programmes Jörg Höhner Senior Vice President Global Head of Automotive SPA Future Thinking The Evolution of Customer Satisfaction

More information

NEC Contact Centres (Genesys)

NEC Contact Centres (Genesys) Customisable and scalable solutions with enhanced functionality NEC Contact Centres (Genesys) On-premise or Cloud Solutions NEC Australia nec.com.au NEC supports more than 10,000 Genesys-based agent seats

More information

An 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 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 information

TECHNOLOGY INSIGHT 333EXECUTIVE INSIGHT. 2012 TSIA Member Technology Spending Report: Field Services

TECHNOLOGY INSIGHT 333EXECUTIVE INSIGHT. 2012 TSIA Member Technology Spending Report: Field Services TECHNOLOGY INSIGHT 333EXECUTIVE INSIGHT FIELD SERVICES 2012 TSIA Member Technology Spending Report: Field Services Adoption, Satisfaction and Planned Spending Across 24 Areas of Technology and Services

More information

Boosting Customer Loyalty and Bottom Line Results

Boosting Customer Loyalty and Bottom Line Results Boosting Customer Loyalty and Bottom Line Results Putting Customer Experience First in Your Contact Center TABLE OF CONTENTS Meeting Today s Customer Expectations...1 Customer Service is an Ongoing Experience...2

More information

Mitel MiContact Center Enterprise & Business

Mitel MiContact Center Enterprise & Business Mitel MiContact Center Enterprise & Business For The MiVoice Business Platform Strengthen customer relationships while protecting the bottom line Your contact center is the primary interface to your organization,

More information

Sage MAS 90 and 200. Extended Enterprise Suite S

Sage MAS 90 and 200. Extended Enterprise Suite S Sage MAS 90 and 200 Extended Enterprise Suite S An End-to-End Approach to Business Software At Sage, we ve been supporting businesses like yours with world-class business software for well over a quarter

More information

Drive Retail Sales and Enhance Loyalty by Streamlining Your Contact Center

Drive Retail Sales and Enhance Loyalty by Streamlining Your Contact Center SAP Brief SAP Customer Relationship Management SAP Contact Center Objectives Drive Retail Sales and Enhance Loyalty by Streamlining Your Contact Center Create a better retail experience across multiple

More information

GE Healthcare. Proven revenue cycle management supporting profitability in an era of healthcare reform.

GE Healthcare. Proven revenue cycle management supporting profitability in an era of healthcare reform. GE Healthcare Proven revenue cycle management supporting profitability in an era of healthcare reform. Enterprise-ready Profitability, efficiency, and enhanced quality of care A proven, next-generation

More information

Contact Center Solutions

Contact Center Solutions OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center is the primary interface to your organization for your most valuable asset

More information

Sage ERP Accpac Version 6.0. Web-Enabled ERP for the Mid-Market

Sage ERP Accpac Version 6.0. Web-Enabled ERP for the Mid-Market Sage ERP Accpac Version 6.0 Web-Enabled ERP for the Mid-Market Unparalleled Freedom of Choice The multi-tier architecture of Sage ERP Accpac Version 6.0 provides customers with the FREEDOM to choose operating

More information

CRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty

CRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty CRM Best Practice Webinar Next generation CRM for enhanced customer journeys: from leads to loyalty Featured guest speaker Leslie Ament SVP Research and Principal Analyst at Hypatia Research Group and

More information

Best Practices in Optimizing Member & Donor Engagement and Support

Best Practices in Optimizing Member & Donor Engagement and Support Best Practices in Optimizing Member & Donor Engagement and Support June 2, 2011 RightNow Technologies, Inc. Agenda and Presenters Welcome Industry Challenges Solution Overview Case Examples Question and

More information

Building a Multi-Channel Contact Center

Building a Multi-Channel Contact Center WHITE PAPER Building a Multi-Channel Contact Center Building a Multi-Channel Contact Center PAGE 1 Table of Contents Traditional Call Centers Evolve... The Multi-Channel Contact Center... More Focus on

More information

The Requirements for Universal Master Data Management (MDM) White Paper

The Requirements for Universal Master Data Management (MDM) White Paper The Requirements for Universal Master Data Management (MDM) White Paper This document contains Confidential, Proprietary and Trade Secret Information ( Confidential Information ) of Informatica Corporation

More information

CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization

CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization 2009 RightNow Technologies. All rights reserved. RightNow and RightNow logo are trademarks of RightNow Technologies Inc. All

More information

OpenScape Contact Center Agile & Enterprise

OpenScape Contact Center Agile & Enterprise OpenScape Contact Center Agile & Enterprise Customer Service Made Simple Siemens Enterprise Communications www.siemens-enterprise.com OpenScape Contact Center Agile & Enterprise Designed to improve first

More information

Student Lifecycle Journey

Student Lifecycle Journey Student Lifecycle Journey Richard Green richard.green@microsoft.com @rich_jg Higher Education Lead, Microsoft UK Universities must adapt to the new student journey Prospect Applicant Student Alumni Your

More information

Lenovo System x servers achieve top customer satisfaction scores in 1Q15. May 2015 TBR T EC H N O LO G Y B U S I N ES S R ES EAR C H, I N C.

Lenovo System x servers achieve top customer satisfaction scores in 1Q15. May 2015 TBR T EC H N O LO G Y B U S I N ES S R ES EAR C H, I N C. Lenovo System x servers achieve top customer satisfaction scores in 1Q15 May 2015 TBR T EC H N O LO G Y B U S I N ES S R ES EAR C H, I N C. System x customer satisfaction scores surpass those of Dell and

More information

Leapfrog customer experience management with omni-channel communications

Leapfrog customer experience management with omni-channel communications Leapfrog customer experience management with omni-channel communications Fast Facts on Present-day TRENDS Today s customers are empowered by the internet, social media and mobile technologies. They reach

More information

Advanced Multichannel Order Management Solutions That Optimize Sales Performance

Advanced Multichannel Order Management Solutions That Optimize Sales Performance Advanced Multichannel Order Management Solutions That Optimize Sales Performance Analytics that help you make accurate, informed decisions Scalable and Vendor-Neutral; work with any service provider Over

More information

The Virtual Contact Center

The Virtual Contact Center The Virtual Contact Center Your Essential Guide to Selecting, Designing and Implementing a Virtual Contact Center to Transform Your Customer Experience 1 INTRODUCTION 2 VIRTUAL CONTACT CENTER NEEDS ASSESSMENT

More information

Transform your Contact Center into a Relationship Platform with PositiveEdge Solutions

Transform your Contact Center into a Relationship Platform with PositiveEdge Solutions Transform your Contact Center into a Relationship Platform with PositiveEdge Solutions NEXT GENERATION MULTI CHANNEL CONTACT CENTER PLATFORM Being a vital link to the customers they serve, Contact Centers

More information

TEAM WORKFLOW MANAGEMENT SYSTEM

TEAM WORKFLOW MANAGEMENT SYSTEM TEAM WORKFLOW MANAGEMENT SYSTEM TEAM Workflow Management Small and Medium businesses are the builders, of any rising economy, they share more than 90% of GDP worldwide, Enhancement of internal business

More information

SAGE ACCPAC ARCHITECTURE

SAGE ACCPAC ARCHITECTURE Sage Accpac ERP offers the freedom of choice, seamless integration, high performance, and reliability that forwardthinking companies rely on to increase profitability and gain competitive advantage. World-Class

More information

Getting it Right: Seven Steps to Right Channeling Customer Interactions

Getting it Right: Seven Steps to Right Channeling Customer Interactions Getting it Right: Seven Steps to Right Channeling Customer Interactions A Joint Whitepaper from IntelliResponse and Oracle In seven simple steps, ebusiness, Customer Experience and Contact Center professionals

More information

10 ACD/CRM Questions Answered. Table of Contents

10 ACD/CRM Questions Answered. Table of Contents 10 ACD/CRM Questions Answered Table of Contents INTRODUCTION 1 1) What are the basics? 1 2) We already have integrated our ACD with a CRM...Haven t we? 1 3) What Can I Expect for CRM Availability Beyond

More information

DOCUMATION S CUSTOMER SERVICES SOLUTION

DOCUMATION S CUSTOMER SERVICES SOLUTION Documation s Customer Services Solution Documation is a leading provider of document-centric workflow and content management software, delivering services and solutions to businesses and organisations

More information

Top 5 Transformative Analytics Applications in Retail

Top 5 Transformative Analytics Applications in Retail Top 5 Transformative Analytics Applications in Retail Learn how you can boost your bottom line and acquire engaged, happy customers with actionable insight from the world s most comprehensive analytics

More information

Enhance Your. Business Relationships. SageCRM. with. www.sagesoftware.co.in

Enhance Your. Business Relationships. SageCRM. with. www.sagesoftware.co.in Enhance Your Business Relationships with SageCRM www.sagesoftware.co.in Accelerate Your Performance with True 360 Business Visibility Imagine: Your top sales professional calls your best customer to sell

More information

RETAIL COMMUNICATIONS

RETAIL COMMUNICATIONS RETAIL SOLUTIONS RETAIL solutions RETAIL COMMUNICATIONS THE CHALLENGES Your employees are busy serving in-store customers, the phones are ringing unanswered; will missed calls result in missed sales opportunities?

More information

Consumer Goods. itouch Vision s CRM for

Consumer Goods. itouch Vision s CRM for itouch Vision s CRM for Consumer Goods This document gives an overview of itouch Vision s Cloud CRM for consumer goods and discusses the different features and functionality. For further information, about

More information

How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0

How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0 How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0 Matthias Göhler Vice President Product Management Multi Channel, SAP AG Learning Points In this

More information

Infor Human Capital Management Talent DNA that drives your business

Infor Human Capital Management Talent DNA that drives your business Infor Human Capital Management Talent DNA that drives your business 1 Infor Human Capital Management Align your talent DNA and business strategy to achieve real success Accelerate your business with a

More information

Application Visibility and Monitoring >

Application Visibility and Monitoring > White Paper Application Visibility and Monitoring > An integrated approach to application delivery Application performance drives business performance Every business today depends on secure, reliable information

More information

ACHIEVE DIGITAL TRANSFORMATION WITH SALES AND SERVICE SOLUTIONS

ACHIEVE DIGITAL TRANSFORMATION WITH SALES AND SERVICE SOLUTIONS SAP Hybris Solution Overview: SAP Hybris Cloud for Customer ACHIEVE DIGITAL TRANSFORMATION WITH SALES AND SERVICE SOLUTIONS The Digital customer requires companies to be one step ahead of them, be better

More information

Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express

Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express Cisco Unified Communications is a comprehensive IP communications system of voice, video, data, and mobility products and applications.

More information

THE CLOUD FAX ADVANTAGE

THE CLOUD FAX ADVANTAGE WHITE PAPER CLOUD FAX SERVICES THE CLOUD FAX ADVANTAGE Boosting Efficiency and Lowering Costs with Automated Fax Operations www.esker.com THE CLOUD FAX ADVANTAGE TABLE OF CONTENTS About the Author... 3

More information

SAP CUSTOMER RELATIONSHIP MANAGEMENT. Solution Overview

SAP CUSTOMER RELATIONSHIP MANAGEMENT. Solution Overview Solution Overview SAP CUSTOMER RELATIONSHIP MANAGEMENT CUSTOMER RELATIONSHIP MANAGEMENT AS A BUSINESS STRATEGY IS CHANGING 2 With SAP CRM, we optimized our sales resources, reduced administrative costs,

More information

Cisco Unified Communications and Collaboration technology is changing the way we go about the business of the University.

Cisco Unified Communications and Collaboration technology is changing the way we go about the business of the University. Data Sheet Cisco Optimization s Optimize Your Solution using Cisco Expertise and Leading Practices Optimizing Your Business Architecture Today, enabling business innovation and agility is about being able

More information

OpenScape Contact Center Agile & Enterprise. Customer Service Made Simple.

OpenScape Contact Center Agile & Enterprise. Customer Service Made Simple. OpenScape Contact Center Agile & Enterprise Customer Service Made Simple. Serving your Customers, Building your Business. It could be your greatest asset, or your biggest weakness. Is your contact center

More information

OVERVIEW OPTUS CONTACT CENTRE AS A SERVICE (CCaaS) CUSTOMER SERVICE, DELIVERED. With Optus Contact Centre As a Service (CCaaS)

OVERVIEW OPTUS CONTACT CENTRE AS A SERVICE (CCaaS) CUSTOMER SERVICE, DELIVERED. With Optus Contact Centre As a Service (CCaaS) OVERVIEW OPTUS CONTACT CENTRE AS A SERVICE (CCaaS) CUSTOMER SERVICE, DELIVERED With Optus Contact Centre As a Service (CCaaS) CONTENTS ARE YOU READY FOR YOUR CUSTOMERS? 02 THERE S A BETTER WAY 02 HOW CCaaS

More information

The Three Waves of Customer Care

The Three Waves of Customer Care White Paper The Three Waves of Customer Care What You Will Learn This white paper, intended for business decision makers, describes the three major waves of innovation experienced in the customer care

More information

Delivering the right contact center solution for your business

Delivering the right contact center solution for your business Delivering the right contact center solution for your business G ENESYS AN ALCATEL LUCENT COMPANY ACCESS GROUP About Access Access Group is a name that is synonymous with great service offerings. Be it

More information

Netcall 2013. Embracing the Customer Journey

Netcall 2013. Embracing the Customer Journey Netcall 2013 Embracing the Customer Journey Netcall 2013 What should we measure? Understand what s important Within each area Communicate performance Stakeholders Management Team Align tactical activity

More information

Building a Multi-Channel Contact Center

Building a Multi-Channel Contact Center WHITE PAPER Building a Multi-Channel Contact Center Table of Contents Traditional Call Centers Evolve.... 3 The Multi-Channel Contact Center... 4 More Focus on the Consumer and Customer Experience... 5

More information

CRM for Customer Service and Support

CRM for Customer Service and Support CRM for Customer Service and Support Maximize satisfaction. Drive repeat business Servicing customers effectively is a key component in growing your business through loyal, repeat buyers. Whether it s

More information

Avaya Contact Center Control Manager (ACCCM)

Avaya Contact Center Control Manager (ACCCM) Avaya Contact Center Control Manager (ACCCM) In today s dynamic marketplace customers expect rapid, efficient, and highly effective interactions when communicating with vendors. Any vendor who fails to

More information

Sage ERP Accpac Version 6.0

Sage ERP Accpac Version 6.0 Sage ERP Accpac Version 6.0 Web-Enabled ERP for the Mid-Market Unparalleled Freedom of Choice The multi-tier architecture of Sage ERP Accpac Version 6.0 provides customers with the FREEDOM to choose operating

More information

EPoS and Ecommerce Solutions for Independent Retailers

EPoS and Ecommerce Solutions for Independent Retailers EPoS and Ecommerce Solutions for Independent Retailers The future of independent retail is multi-channel. Successful independent retailers will need to have a real time, single view of customers, stock

More information

ATTRACT PROSPECTS ENGAGE CUSTOMERS SUCCEED IN YOUR BUSINESS

ATTRACT PROSPECTS ENGAGE CUSTOMERS SUCCEED IN YOUR BUSINESS ATTRACT PROSPECTS ENGAGE CUSTOMERS SUCCEED IN YOUR BUSINESS Maximizer CRM is a completely integrated sales, marketing and customer service and support management solution that enables you to attract prospects,

More information

World-Class Architecture. Ultimate Scalability. Sage Accpac ERP ARCHITECTURE

World-Class Architecture. Ultimate Scalability. Sage Accpac ERP ARCHITECTURE ERP Sage Accpac ERP offers the freedom of choice, seamless integration, high performance, and reliability that forwardthinking companies rely on to increase profitability and gain competitive advantage.

More information

Oracle Knowledge Solutions for Insurance. Answers that Fuel Growth

Oracle 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 information

Informatica Master Data Management

Informatica Master Data Management Informatica Master Data Management Improve Operations and Decision Making with Consolidated and Reliable Business-Critical Data brochure The Costs of Inconsistency Today, businesses are handling more data,

More information

Microsoft Dynamics CRM Solutions for Retail Banking

Microsoft Dynamics CRM Solutions for Retail Banking Performance Microsoft Dynamics CRM Solutions for Retail Banking White Paper Setting new standards that enable retail banks to attract, retain, and service customers with superior speed, efficiency, and

More information

My Experience. Serve Users in a Way that Serves the Business.

My Experience. Serve Users in a Way that Serves the Business. Infrastructure Services the way we do it My Experience Serve Users in a Way that Serves the Business. A Smarter Strategy for Empowering Users IT has entered a new era, and CIOs need to perform a delicate

More information

Best Practices for. Transform Customer Service Beyond the. Introduction. SIP is the foundation of today s customer experience

Best Practices for. Transform Customer Service Beyond the. Introduction. SIP is the foundation of today s customer experience Best Practices for Implementing an IP/SIP Contact Center Transform Customer Service Beyond the Contact Center and Improve Satisfaction Levels Table of contents Introduction:...1 SIP is the foundation of

More information

The Key Components of a Cloud-Based UC Offering

The Key Components of a Cloud-Based UC Offering The Key Components of a Cloud-Based UC Offering Organizations must enhance their communications and collaboration capabilities to remain competitive. Get up to speed with this tech primer and find new

More information

The Key Components of a Cloud-Based Unified Communications Offering

The Key Components of a Cloud-Based Unified Communications Offering The Key Components of a Cloud-Based Unified Communications Offering Organizations must enhance their communications and collaboration capabilities to remain competitive. Get up to speed with this tech

More information

SIEBEL CRM ON DEMAND SERVICE

SIEBEL CRM ON DEMAND SERVICE SIEBEL CRM ON DEMAND SERVICE The success of a business depends, in large part, on the quality of customer service that business provides. Siebel CRM On Demand Service gives you the tools you need to enhance

More information

Solution Ought to be Delivering

Solution Ought to be Delivering October 2008 Six Essential Capabilities your Workforce Management Solution Ought to be Delivering Optimize Contact Center Performance Table of contents Executive Summary...3 Workforce Management Today...4

More information

Transform your customer relationships. Avanade Enterprise CRM Solutions

Transform your customer relationships. Avanade Enterprise CRM Solutions Transform your customer relationships Avanade Enterprise CRM Solutions Avanade has deployed more Microsoft Dynamics CRM solutions than any other organization in the world. Our CRM experts utilize our global

More information

Transforming the Store Experience with Cisco Retail Solutions

Transforming the Store Experience with Cisco Retail Solutions Transforming the Store Experience with Cisco Retail Solutions A key goal for today s retailer is to become a true omnichannel business. Crossing the boundaries of digital and physical retail environments,

More information

Empowering the Enterprise Through Unified Communications & Managed Services Solutions

Empowering the Enterprise Through Unified Communications & Managed Services Solutions Continuant Managed Services Empowering the Enterprise Through Unified Communications & Managed Services Solutions Making the transition from a legacy system to a Unified Communications environment can

More information

Overview & Highlights- Maximizer CRM Live

Overview & Highlights- Maximizer CRM Live Overview & Highlights- Maximizer CRM Live In today s world, businesses need a tool that helps flourish client relationships. Maximizer CRM Live is that tool for our firm. Maximizer CRM Live saves money,

More information

Get back to a personalized customer experience.

Get back to a personalized customer experience. How-To Guide Get back to a personalized How-To Guide: Bringing Customer Satisfaction to the Forefront How is service changing? Think of service in three waves: Wave one is how service was in the past,

More information

SIEBEL CONTACT CENTER AND SERVICE APPLICATIONS

SIEBEL CONTACT CENTER AND SERVICE APPLICATIONS SIEBEL CONTACT CENTER AND SERVICE APPLICATIONS Deliver a great customer experience that sets you apart, improves efficiency and drives profitability with Oracle s Siebel Contact Center and Service applications.

More information

Transform Customer Experience through Contact Center Modernization

Transform Customer Experience through Contact Center Modernization Cognizant Healthcare Solution Overview Transform Customer Experience through Contact Center Modernization Improve customer experience and reduce costs with next-generation contact center services Health

More information

Cincom Synchrony. Cincom Synchrony. Multi-channel customer experience management SIMPLIFICATION THROUGH INNOVATION TM

Cincom Synchrony. Cincom Synchrony. Multi-channel customer experience management SIMPLIFICATION THROUGH INNOVATION TM Cincom Synchrony Cincom Synchrony Multi-channel customer experience management SIMPLIFICATION THROUGH INNOVATION TM Restore the intimacy Today s customers are more sophisticated and demanding than ever,

More information

SAP Thought Leadership SAP Customer Relationship Management. Strengthen the Brand and Improve

SAP Thought Leadership SAP Customer Relationship Management. Strengthen the Brand and Improve SAP Thought Leadership SAP Customer Relationship Management Enhancing the Customer Experience with Loyalty Management Strengthen the Brand and Improve Customer Retention Executive Summary Satisfying Customers,

More information

Avaya Aura Contact Center 6.4

Avaya Aura Contact Center 6.4 Avaya Aura Contact Center 6.4 Avaya Aura Contact Center 6.4 is a context-sensitive, collaborative, voice and multichannel customer experience management solution that allows businesses to manage all types

More information

ASSESSING CUSTOMER SERVICE MATURITY AN IN-DEPTH LOOK AT MICROSOFT CUSTOMERS

ASSESSING CUSTOMER SERVICE MATURITY AN IN-DEPTH LOOK AT MICROSOFT CUSTOMERS RESEARCH NOTE February 2015 ASSESSING CUSTOMER SERVICE MATURITY AN IN-DEPTH LOOK AT MICROSOFT CUSTOMERS THE BOTTOM LINE Organizations are increasingly challenged to deliver higher quality, more consistent

More information

INTRODUCTION. Specifically we looked at:

INTRODUCTION. Specifically we looked at: 3 INTRODUCTION The Evolve IP-CCNG 2014 North American Call Center Survey Results Paper examined the trends, concerns and spending in today s call centers. Specifically we looked at: Cloud-based versus

More information

Effective Email Communications & Management for the Contact Center : 10 Tips to Help You Improve Customer Service, Build Sales & Promote Your Brand

Effective Email Communications & Management for the Contact Center : 10 Tips to Help You Improve Customer Service, Build Sales & Promote Your Brand Effective Email Communications & Management for the Contact Center : 10 Tips to Help You Improve Customer Service, Build Sales & Promote Your Brand What Can an Email ACD Do for Your Contact Center? Differentiate

More information

Cisco Unified Intelligent Contact Management Enterprise 7.2

Cisco Unified Intelligent Contact Management Enterprise 7.2 Cisco Unified Intelligent Contact Management Enterprise 7.2 Cisco Unified Intelligent Contact Management Enterprise-an integral component of the Cisco Unified Communications system-delivers an integrated

More information

Workforce Optimization, Workflow Automation & Workforce Management

Workforce Optimization, Workflow Automation & Workforce Management Highly Affordable and Unified Solutions in Workforce Optimization, Workflow Automation & Workforce Management for both Front Office Call Centers & Back Office Functions Delivered as On-Premise Software,

More information

Elevate Customer Experience and Engagement in the New Digital World

Elevate Customer Experience and Engagement in the New Digital World Elevate Customer Experience and Engagement in the New Digital World John Chan CRM Solutions Lead, Microsoft Business Solutions Microsoft Asia Customer buying behavior has fundamentally changed therefore,

More information

how can I deliver better services to my customers and grow revenue?

how can I deliver better services to my customers and grow revenue? SOLUTION BRIEF CA Wily Application Performance Management May 2010 how can I deliver better services to my customers and grow revenue? we can With the right solution, you can be certain that you are providing

More information

Five Key Benefi ts of Knowledge Management in Customer Service

Five Key Benefi ts of Knowledge Management in Customer Service InQuira e-book Five Key Benefi ts of Knowledge Management in Customer Service Seeking to improve the effi ciency and effectiveness of customer service, leading enterprises have turned to knowledge management

More information

The digital future for retail, hospitality and travel.

The digital future for retail, hospitality and travel. Digital transformation resets customer expectations. The digital future for retail, hospitality and travel. Technology is fundamentally changing how retail, hospitality and travel businesses operate. Businesses

More information

Enterprise Data Integration

Enterprise Data Integration Enterprise Data Integration Access, Integrate, and Deliver Data Efficiently Throughout the Enterprise brochure How Can Your IT Organization Deliver a Return on Data? The High Price of Data Fragmentation

More information

The Next Frontier in CRM Analytics Oracle Transactional Business Intelligence Enterprise for CRM Cloud Service

The Next Frontier in CRM Analytics Oracle Transactional Business Intelligence Enterprise for CRM Cloud Service BUSINESS ANALYTICS The Next Frontier in CRM Analytics Oracle Transactional Business Intelligence Enterprise for CRM Cloud Service Copyright 2014 Oracle Corporation. All Rights Reserved. The explosion of

More information

An 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 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 information

On Your Mark, Get Set, Go! ebook

On Your Mark, Get Set, Go! ebook On Your Mark, Get Set, Go! ebook Order Management Best Practices for Sporting Goods Retailers Technology levels the playing field to allow small to medium-sized sporting goods retailers to compete with

More information

solution brief NEC Remote Managed Services Prevent Costly Communications Downtime with Proactive Network Monitoring and Management from NEC

solution brief NEC Remote Managed Services Prevent Costly Communications Downtime with Proactive Network Monitoring and Management from NEC NEC Remote Managed Services Prevent Costly Communications Downtime with Proactive Network Monitoring and Management from NEC NEC Remote Managed Services: Removing the Complexities of Communications Network

More information

The Connected RetAil Experience. Empowering Employees, Reinventing Customer Interactions

The Connected RetAil Experience. Empowering Employees, Reinventing Customer Interactions The Connected RetAil Experience Empowering Employees, Reinventing Customer Interactions Retail will change more over the next five years than the last 50 years. Source: Operating Seamlessly: Integrating

More information

NetSuite for Wholesale Distributors

NetSuite for Wholesale Distributors NetSuite for Wholesale Distributors Key benefits Built-in support for wholesale distribution business processes Real-time visibility throughout your entire organization, from sales to operations to invoicing

More information