Luis Melo Head of CRM/CX. Capventis. Policy Automation. Knowledge Management. Field Service Management. Web Customer Service

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1 Luis Melo Head of CRM/CX MARKETING CLOUD Capventis COMMERCE CLOUD SERVICE CLOUD SALES CLOUD SOCIAL CLOUD Web Customer Cross Channel Policy Automation Field Cloud Platform

2 MARKETING CLOUD COMMERCE CLOUD SERVICE CLOUD SALES CLOUD SOCIAL CLOUD Web Customer Cross Channel Policy Automation Field Cloud Platform

3 The Oracle Customer Experience Portfolio MARKETING CLOUD COMMERCE CLOUD SERVICE CLOUD SALES CLOUD SOCIAL CLOUD Web Customer Cross Channel Policy Automation Field Cloud Platform

4 Web Customer Cross Channel Policy Automation Field Engagement Web Self Support Social Self Live Chat Virtual Assistant Smart Engagement Incident Guided Resolution Customer Engagement Social Agent Mobility Unified Agent Desktop Content Authoring Semantic Search Guided Analytics Integrated Apps APIs Dynamic Interviews Rule Modeling Compliance Mgt Policy Lifecycle Integration s Policy Analytics Dispatch & Monitoring Mobility Access Team Collaboration Capacity Workforce Routing Customer Connection Cloud Platform Experience Extensibility & Integration Hosting & Operations 4

5 Connected, Engaging, Personal Web Customer Self- Pixel Perfect Support Sites and Widgets Mobile Self- Global Device Support Virtual Assistant Next Generation Self- Integrated Single base Across All Channels Live Chat Industry Leading Chat & Proactive Chat Co-Browse In Depth Agent Assistance Social Self- Leverage the Power of Customer Smart Engagement Guides & Troubleshooters Support Complete Response

6 Adaptable, Unified, Empowering Unified Desktop Integrate Applications to a Single Desktop Mobile Desktop Anywhere, Anytime Case Intelligent Queuing & Routing, Escalation & Responses Integrated Single base Across All Channels Analytics Role Based Reports & Dashboards Guided Resolution Interaction Workflow & Agent Scripting Social Engagement Social Customer Profiles & Monitoring Telephony Control Media Control Toolbar & Screen Pop Customer Engagement Customer Feedback & Proactive Communications

7 Simple, Consistent, Fair Content Authoring Creation Workflow, Versioning & Security Search Context Sensitive & Self-Learning Guided Context Driven Guides & Troubleshooters Social Combine Company With Community Analytics KPIs, Usage & Effectiveness Authoring Collaboration Peer-Assisted Answer Creation Integrated Single base Across All Channels & Oracle CX Smart Assistant Best Answer Suggestions Everywhere Leverage APIs to Deliver Where It s Needed

8 Dynamic, Compliant, Transparent Policy Automation Policy Analytics What-If Analysis & Reporting Rule Modeling Model, Share & Update Policy Rules Compliance Policy Auditing & Decision Tracking Policy Lifecycle Change & Deployment History Dynamic Interviews Personalized Advice and Decision Explanations Deployment s Integration APIs & Mobile Deployment

9 Fast, Timely Field Capacity Predictive planning to enable resource optimization Core Manage Monitor and manage your field operations Field Collaboration Connect field and backoffice teams Communication Proactively inform customers, teams and co-workers Routing Routing using unique optimization automation Mobility Access to everything needed in the field Smart Location View the route and location of field resources Oracle Confidential Internal/Restricted/Highly Restricted9

10 Flexible, Scalable, Reliable Cloud Platform Agent Experience Design Configure the Desktop to Improve Agent Effectiveness Extensibility Extend Applications to Meet Business Needs Integration Open, Standards-Based Integration Technologies Customer Experience Design Ensure Brand Consistency Across Channels Cloud Delivery Secure, Reliable, Redundant Global Scale 34 Languages 9 Hosting Centers Site & Operations Monitor, Test & Control Connected CX Suite Sales, Marketing, Commerce, Social

11 Cloud Platform Agent Experience Design Configure the Desktop to Improve Agent Effectiveness Extensibility Extend Applications to Meet Business Needs Integration Open, Standards-Based Integration Technologies Customer Experience Design Ensure Brand Consistency Across Channels Cloud Delivery Secure, Reliable, Redundant Global Scale 34 Languages 9 Hosting Centers Site & Operations Monitor, Test & Control Connected CX Suite Sales, Marketing, Commerce, Social

12 The Digital World MARKETING CLOUD COMMERCE CLOUD SERVICE CLOUD SALES CLOUD SOCIAL CLOUD Web Customer Cross Channel Policy Automation Field Cloud Platform

13 Key Factors MARKETING CLOUD COMMERCE CLOUD SERVICE CLOUD SALES CLOUD SOCIAL CLOUD Web Customer Cross Channel Policy Automation Field Cloud Platform

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