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Copyright © 2015, Oracle and/or its affiliates. All rights reserved.
Multichannel Service Interactions Meeting Your Customers’ Channel Expectations
Scott Seebauer Senior Director Product Management Oracle Service Cloud Monty Deckard Manager Business Applications Bass Pro Shops April 2, 2015
Copyright © 2015, Oracle and/or its affiliates. All rights reserved.
Safe Harbor Statement
The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.
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Copyright © 2015, Oracle and/or its affiliates. All rights reserved.
1980s 1990s 2000s 2010s
Empowered Customers
Digital is Humanized
Knowledge Everywhere
Internet of Things
Mobile as Primary Channel
Cross-Channel Service
WHAT’S NEXT
The growing use of online channels and smart devices creates additional complexity for customers to navigate, and challenges for businesses to support.
Growing Adoption Of Channels And Devices
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Copyright © 2015, Oracle and/or its affiliates. All rights reserved.
Customers Expect Evolution
Access on their terms
Consistent information
A clear path to an agent
Know the facts about them
Don’t make them repeat
Access to their peers
On Every Channel
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Monty Deckard
Evolution of Channels Phone since 1974 Email introduced late 1990’s Chat started in 2005 Proactive Chat in 2012 SMS coming in 2015
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Give the customer the options for contact and let them choose the channel that they are most comfortable utilizing Average interactions per channel Phone 72% Chat 22% Email 6%
Just because you have a lot of channels doesn’t mean you want to point to them all. Guide the customer to the method that best fits their needs and the abilities of the channel. Also consider the cost of the channel when presenting them to the customer.
Copyright © 2015, Oracle and/or its affiliates. All rights reserved.
Oracle Confidential – Internal/Restricted/Highl
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Bass Pro has strategically placed the channels in order based on what action we want the customer to take. That’s not a typo; chat is listed twice for a reason.
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For questions and issues stemming from our website; we have found that Chat is the easiest way to help the customer. We can utilize cobrowse to resolve issues and help the customer find information they could not on their own. Our chat associates are more technically inclined than our phone associates and can help resolve tech issues quickly.
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Modern Customer Service
Cross-Channel Service
Engage Customers
Make it easy for customers to engage with your brand
1 2 Empower Employees
Make it easy to serve customers
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Adapt Quickly Easily adapt to the changing needs of your business
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Topics
• Proactive Engagement and Connected Transition
• Cobrowse
• Telephony Integration
• Universal Queuing
• SMS
• Video
Oracle Confidential – Internal/Restricted/Highl
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Customer & Agent Engaged
Seamless Transition The TOOLS to provide a Successful INTERACTION Journey
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Knows exactly where the customer is on the portal
Agent sees the work the work the customer did to
serve themselves
Understands any recent issues and customer
disposition
Joins the Customer in real time to solve the problem
Sees important data provided by the customer, no repeating
Inform Engage Review Join
Customer provides information on relevant products
Customer reviews a page and stalls
Customer navigates through web site
Customer is offered help
Copyright © 2015, Oracle and/or its affiliates. All rights reserved.
Customer & Agent Engaged
Seamless Transition The Key to a Successful Customer Journey
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Knows exactly where the customer is on the portal
Agent sees the work the work the customer did to
serve themselves
Understands any recent issues and customer
disposition
Joins the Customer in real time to solve the problem
Sees important data provided by the customer, no repeating
Inform Engage Review Join
Customer provides information on relevant products
Customer reviews a page and stalls
Customer navigates through web site
Customer is offered help
Context Capture
Page Peek
Visitor Browser History
Co-browse
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Engagement Engine
• Proactive Engagement
• Page Peek
• Visitor Browser History
• Custom Variable Capture
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Engagement Engine - Proactive Engagement Popular Business Objectives & Related Rules
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• Know Your Customer: Automatically pass a Loyalty Number to the Agent
• Offer Superior Assistance: Retain visitors who input an expired promo code at checkout
• Target High Value Carts: Engage visitors who have over $499 in their cart
• Reduce Abandonment: Fend off abandonment by visitors idle on a page for 30 seconds
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Engagement Engine
• Deployment
– Single tag deployment in page footer
– Processes rules after page load complete
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<script type="text/javascript" src="//static.atgsvcs.com/js/atgsvcs.js"></script> <script type="text/javascript"> ATGSvcs.setEEID('<customer_id>'); ATGSvcs.ESTARA_HOST = 'as00.estara.com'; // PagePeek Support (function() { // Enable EE driven widgets var l = '<customer_domain>',d=document,ss='script',s=d.getElementsByTagName(ss)[0]; function r(u) { var rn=d.createElement(ss); rn.type='text/javascript'; rn.defer=rn.async=!0; rn.src = "//" + l + u; s.parentNode.insertBefore(rn,s); } r('/rnt/rnw/javascript/vs/1/vsapi.js'); r('/vs/1/vsopts.js'); })(); </script>
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Cobrowse
• Enhance Chat to guide the consumer and understand their issue
• Bring Voice customers to the Portal and teach them to self serve
• Combine all tools to address inquiries in the most efficient way possible
Get Agents And Customers On The Same Page
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Cobrowse
• Instant Cobrowse
– Agent views content of consumer web session
– Only tagged pages are shared
– Configurable field blocking
Flexible modes of operation
• Advanced Cobrowse
– Access to all desktop content
– Access types – Browser, URL, domain
– Applications
– Fields
– Permission Options – View Only
– View and Point (labeled pointer)
– View and Guide (no clicks)
– Remote Control (keyboard and clicks)
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Cobrowse
• Tags deployed in Global Header or Footer
• Configurable launch point options – Hover or Button
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<script type="text/javascript" src="https://17be418f2dd110f26041-
631cc621b1140045e77e413cd09d5315.ssl.cf2.rackcdn.com/llscripts//launcher.js"></script>
Copyright © 2015, Oracle and/or its affiliates. All rights reserved.
Mobile
• Chat
– Browser - Mobile Customer Portal Reference Implementation (Mobile Page-set)
– Native App - SOAP API’s for application embedding
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• Cobrowse
– Browser - Instant cobrowse
– Native App - Native IOS Support
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Computer Telephony Integration (CTI)
• Desktop Automation provides a 10-15% decrease in Average Handle Time
• Data transfer provides a Connected Consumer Experience
• Simplified Agent Training with a single interface
ACD IVR CTI Adaptor Service Solution
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Multi-Channel Toolkit for Oracle Service Cloud
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• Accelerator for channel integration efforts
• Extensible reference media bar and implementation
• Baseline for customers and partners when integrating to a CTI, ACD or other channel platform
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Oracle Confidential – Internal/Restricted/Highl
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Communication Partners for Oracle Service Cloud
CTI Framework Providers
Enterprise ACD Enterprise ACD Providers Cloud ACD Providers
CTI Framework Cloud ACD
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Universal Queue (UQ)
• Unified routing management via Third party ACD
• Unified Analytics and Workforce Management
• Consistent Agent Interface across Channels
ACD Routing Engine
Queue Adaptor Service Cloud Media Queue
CTI Adaptor Service Cloud Integrated Desktop
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Universal Queue
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Polling Loop
Chat Assignment
Agent State
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SMS
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Service Solution Chat Services SMS Connector SMS
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Your Browser is Ringing!
• Extends browsers with audio/video, no download or plug-in required
• Mobile support maintains live session while moving between 4G, WiFi, 3G, etc mobile networks
• Native mobile app support with iOS and Android
Set-Top Box Telemedicine Console Kiosk Mobile/Computer
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Copyright © 2015, Oracle and/or its affiliates. All rights reserved.
WEB
EX
PER
IEN
CE
CH
AN
NEL
S
WebRTC Modernizing the Web Experience
AGENT
Video | Voice
CU
STO
MER
Routing
Proactive and Syndicated
Video/Voice Media
Chat
Social Cobrowse
Web Email
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On Premise or Customer Cloud
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Oracle WebRTC – Video and Voice Concept
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Questions?
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