Oracle Service Cloud Platform Overview & Roadmap CON8910

Transcription

1

2 Presented with Oracle Service Cloud Platform Overview & Roadmap CON8910 Shon Wedde Sr. Director, Product Management Oracle Service Cloud Oct 2, 2014

3 Safe Harbor Statement The preceding is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle s products remains at the sole discretion of Oracle.

4 Agenda Key Takeaways Understanding The Platform Landscape Platform Overview Platform Investment Themes Customer & Partner Examples

5 Key Takeaways Service Cloud Platform and Oracle PaaS are Complimentary Service Cloud Offers a Robust and Feature Rich Application Platform Service Cloud Platform is Mission Critical & Offers Enterprise Scale

6 Agenda Key Takeaways Aligning The Platform Landscape Platform Overview Platform Investment Themes Customer & Partner Examples

7 IaaS PaaS SaaS Application Platforms IaaS, PaaS, SaaS Application Platforms Compute Storage Messaging Java Database Documents Developer BI Mobile Control over runtime for applications and technology.. Example: Long-term data storage in support of data governance Building a custom application or component. Example: BI solution to capture and analyze agent efficiency Out of the box solution to common Service Centered business challenges, and a preference for Configuration over coding a solution

8 Agenda Key Takeaways Understanding The Platform Landscape Platform Overview Platform Investment Themes Customer & Partner Examples

9 Web Customer Service Cross Channel Contact Center Knowledge Management Policy Automation Service Cloud Platform

10 Service 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 13 Hosting Centers Site & Operations Management Monitor, Test & Control Connected CX Suite Sales, Marketing, Commerce, Social

11 Oracle s Service Cloud Leadership Cloud Data 140 Terabytes 6+ Billion Customer Self-service Transactions Mthly Peak Agents 40,000 Global 34 Languages 1.5+ Billion Data Transactions Daily 13 Global Data Centers 3.3+ Billion Combined Contacts & Incidents

12 Agent Experience Design for Business Users Service Cloud Platform Agent Experience Design Customer Experience Design Extensibility Integration Cloud Delivery Site & Operations Management Global Scale Experience Designers Leverage an array of designers to configure your own custom app Build screens and views simply by dragging and dropping elements Control interaction flow, trigger events & define access by profile Developer Tools Leverage the add-in framework to create new UI functionality, automate UI behavior & integrate behind the firewall Use the JavaScript API to embed web components, applications, and pass context

13 Pixel Perfect Customer Experiences Service Cloud Platform Agent Experience Design Customer Experience Design Extensibility Integration Cloud Delivery Site & Operations Management Global Scale Web Service Design Match your existing web site branding down to the pixel Leverage widget-based design to mash-up capabilities on any web page Extend & customize widgets using step-by-step wizards Delivers on Oracle s Accessibility Standards Fast Deployments Accelerate deployment with 160+ pre-built widgets, pages & templates Implement changes instantly with zero downtime Support for desktop browsers, mobile browsers and facebook

14 Built To Extend Service Cloud Platform Agent Experience Design Customer Experience Design Extensibility Integration Cloud Delivery Site & Operations Management Global Scale Custom Objects Create an entirely new application or extend the base applications Leverage the array of designers to create rich apps new objects inherit all platform capabilities Define relationships between objects Define and extend business logic to new & existing objects Upgrade & Maintenance Safe Compatibility frameworks ensure investments are always ready to upgrade

15 Open, Standards-Based Integration Technologies Service Cloud Platform Agent Experience Design Customer Experience Design Extensibility Integration Cloud Delivery Site & Operations Management Global Scale Standards-Based APIs Leverage non-proprietary APIs and integration capabilities (PHP, XML, WSDL, SOAP, RESTful) Conduct real time and batch data synchronization via SOAP APIs Integrate via PHP-based APIs to support server-side scripting scenarios & event triggers SOA Ready Enable SOA tooling via SOAP/WSDL APIs, Oracle SOA Connector & Oracle Service Bus Leverage built-in single sign-on support

16 Select Oracle Service Cloud Partners Service Cloud Platform Agent Experience Design Customer Experience Design Extensibility Integration Cloud Delivery Site & Operations Management Global Scale System Integrator Partners Leverage system integrators to help with everything from the initial implementation to customizations Take advantage of direct switch access & control with telephony integrators Ensure proven, repeatable integrations to Oracle Service Cloud ISV Partners Select best of breed ISV partners to extend solution capabilities

17 Mission-Critical Cloud Delivery Service Cloud Platform Agent Experience Design Customer Commercial Experience CLOUD PCI Certified CLOUD Government CLOUD US DoD CLOUD Design Extensibility Integration Cloud Delivery Site & Operations Management Global Scale Secure Industry leading security compliance The only cloud solution operating inside the US Dept of Defense Reliable Mission critical reliability Carrier-grade hosting facilities Redundant Data redundancy & disaster recovery across multiple geographic locations No single points of failure for continuous availability

18 Monitor, Test & Control Service Cloud Platform Agent Experience Design Customer Experience Design Extensibility Integration Cloud Delivery Site & Operations Management Global Scale Monitor Monitor system-wide performance as well as individual applications Track application usage Monitor service level targets Track purchases & subscriptions Test Create test sites to evaluate changes, integrations & extensions Control Schedule upgrades Control application access

19 Global, Access Everywhere Infrastructure Service Cloud Platform Agent Experience Design Customer Experience Design Extensibility Integration Cloud Delivery Site & Operations Management Global Presence Major hosting centers worldwide Redundancy & fail-over handled across geographies Global implementation scale Language Support Application localization in 34 languages Global Scale

20 Agenda Key Takeaways Understanding The Platform Landscape Platform Overview Platform Investment Themes Customer & Partner Examples

21 Platform Investment Themes Integration & Extension Lower Total Cost of Ownership Global Enterprise Support Expand Data Object Access Additional Services ODBC/JDBC RESTful API Real-time chat API Experience Cloud Integration Automatic Upgrades Self-Service for Siebel EBS & Siebel Accelerators Business Rules Oracle BI Cloud Integration Increase data throughput UK G-Cloud Germany Cloud Canadian Cloud LAT Cloud Financial Cloud Dual Stack Support (IPv6/IPv4)

22 Key Takeaways Service Cloud Platform and Oracle PaaS are Complimentary Service Cloud Offers a Robust and Feature Rich Application Platform Service Cloud Platform is Mission Critical & Offers Enterprise Scale

23 Agenda Key Takeaways Understanding The Platform Landscape Platform Overview Platform Investment Themes Customer & Partner Examples

24 Presented with Oracle Service Cloud Platform Overview & Roadmap CON8910 Chris Heilig CTO everge Group Oct 2, 2014

25 About everge Group Founded in 1993 Based in Dallas, Texas (Plano) 1,000+ successful implementations Focused on delivering business value Committed to customer satisfaction "(everge Group) has been a fantastic partner for us because they are doing a lot of the heavy lifting... helping us to define our business requirements and bringing the solution to the front line." Alex Calicchia, Executive VP and CMO Midsouth Bank Impeccable customer references 25

26 Integration Solutions and Services everge Group Offers a Full Range of Integration Solutions and Services Solutions Services Customer Experience (CX) Business Intelligence Enterprise Resource Planning Master Data Management Oracle Cloud Applications Implementation Services Software Upgrades Assessments Change Management Ongoing Support Services 4

27 Customer Relationship Management Sample Clients 6

28 Oracle Service Cloud and everge Partnership Internal Publish educational material for partner, user and customer community on corporate blog Commitment to Using RightNow Internally everge Group has implemented for managed services External Implemented first RightNow to Siebel integration Achievable due to deep product knowledge in both Siebel and RightNow Working closely with Oracle for resolution/enhancements Implemented RightNow chat with integration to Microsoft CRM Multiple projects for enhancements to existing implementations 28

29 Customer Case Study: Intergraph Customer Experience Results Business Issue Process, Power and Marine division was seeing a decrease in customer satisfaction as customers complained that there was an inability to find relevant knowledge. Oracle Solution We wanted to build a seamless user experience that leveraged the service request capability from our on-premise Siebel and the knowledge base capability from the RightNow cloud solution. This is something that had not been done before by any customer. everge brought expertise to the table on both the RightNow and Siebel side. everge was very committed to helping make Intergraph successful on this project. Scott Uptain IT Director at Intergraph Revitalize Siebel self-service channel through a richer portal, online chat, and better knowledge management via RightNow. Comprehensive solution leveraging the automation & workflow in Siebel with ease of use of RightNow for customers this covers the entire customer experience and it will all be managed using Siebel and RightNow. Providing a single view into the customer and how an organization can leverage that for success is a cross-industry story. 29

30 Integrate Siebel & RightNow Competition Do Nothing which would have eventually led to vulnerability to other cloud providers needed to nail this while Oracle had the chance. Oracle Solution Siebel Service and Open UI Web services integration using RightNow knowledge foundation RightNow for knowledge management Open UI for Siebel Service Request creation integrated with RightNow customer portal Single Sign-On (SSO) between Siebel and RightNow Custom widget for customer portal Oracle Confidential Internal/Restricted/Highly Restricted 30

31 Business Value and Impact Contact Center Efficiencies Leverage self service Deploy one central knowledgebase Provide self serve capabilities Impact Decrease # SRs created Deflect to lower cost channels Service anywhere or anytime Analytics & Knowledge Provide 360 view Track Answer effectiveness Adopt KCS Impact Increased CSAT Make better, faster, and more impactful decisions 5x rise in knowledge creation and increased quality 31

32 Cross-Channel Optimized Architecture Self Service Mobile Internal Users RN Customer Portal Web Server RightNow Web Service Siebel Server OR User Interface RightNow Self Service OpenUI Applets Integration Services Business Logic Web Service (KB Articles) Web Service (Service Request to Answer) Data Access Services 32

33 Customer Case Study: Nikon Customer Experience Results Business Issue Nikon had been using RightNow to support customer service operations for years, but was looking for better integration with its web sales and service tools in order to improve the overall customer experience. Oracle Solution Nikon engaged everge Group to build innovative RightNow integrations with the company s e-commerce operations: Integration with E-commerce System (hybris) Enables a 360 view of customer The value we ve received from everge Group is immeasurable! The team I work with is always responsive and quick to find multiple solutions to complicated issues. Jeffrey Wiedre, CRM Systems Supervisor, Nikon Provides contact center agents visibility into orders originating from the online store, Allows Nike to market to customers based on products previously purchased. Single Sign-on everge Group integrated RightNow with a third-party identity provider (Open AM) to enable a seamless login experience for customers across all Nikon web areas. Oracle Confidential Internal/Restricted/Highly Restricted 33

34 POWER of Architecture Best in Breed Knowledge Dynamic Agent Desktop Robust suite of APIs 34

35 Resources

36 Developer Community Technical Documentation and Sample Code Every API is documented and includes sample code Getting Started Guide Object model Operations Operational Behavior Sample Code Designed to show common operations Designed as a starting point

37 Developer Community Discussion Forums Dedicated Developer Forums Customer Portal Oracle Service Cloud RightNow Connect Syndication Widgets Monitored by Oracle Service Cloud Development & Product Management Idea Lab monitored by Oracle Service Cloud Product Management

38 Q&A Shon Wedde Oracle Sr. Director, Product Management Chris Heilig everge Group CTO

39

40