MODERN CUSTOMER SERVICE Engage Customers, Empower Employees, Adapt Quickly

BEST-IN-CLASS OUTPERFORM ALL OTHERS

1.  Aberdeen.com Aberdeen-contact-center-dataDec2013.pdf 2.  Digital B2B: A cost saving business boosting opportunity 3.  Customer experience management (CEM) top driver of telco IT investments in 2014 4.  tmformun: The drive for digital success 5.  Crafting a unified cross channel customer experience

How do you rate?

84%  

14%  

8%   decrease in average cost per customer vs. -2.8%1

year over year improvement in customer satisfaction vs. 1.41

first contact resolution rate vs. 33%1

MODERN CUSTOMER SERVICE means you

Start modernizing today: www.oracle.com/service

ENGAGE  CUSTOMERS  

CUSTOMER WANT TO FEEL VALUED

Make it easy for

customers to engage with

you

future telco IT spend for online channels to support customer increase in digital lifestyle3

$60b  

60%  Plan to increase spending on service personalization3 61%  

AGENTS MUST BE EMPOWERED

Make it easy to serve your customers

Year over year change in agent productivity vs. .2%1 12%  Decrease in average call time vs. .3%1 8%  of B2B telcos believe process changes are needed to deliver complex digital services5 90%  

ADAPT QUICKLY TO CHANGING TECHNOLOGY PREFERENCES

Adapt easily to your

business’ changing

needs

If network traffic is generated by mobile devices4 20%  

of telcos believe cloud based billing will become widely used in next 3 years3

83%  of telco operators feel the ability to innovate services with fast time to market will make the difference3 75%  

EMPOWER  EMPLOYEES   ADAPT  QUICKLY  

??? of telco B2B customers prefer to use digital channels for service and purchases2