Chapter 4 Oracle TeleSales

Copyright © Oracle, 2007. All rights reserved.

Oracle TeleSales Chapter 4 - Page 1

Oracle TeleSales Chapter 4

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Oracle TeleSales




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Objectives




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Oracle TeleSales

Oracle TeleSales

Oracle TeleSales is an application designed for interaction center professionals, whether they are inbound or outbound telesales agents. The application provides a versatile set of tools to manage the sales cycle, from prospecting to booking orders. Oracle TeleSales offers a true multi-channel selling and servicing solution that leverages all channels. The eBusiness Center within Oracle TeleSales offers a complete cross-application tool for all Oracle call center applications. The eBusiness Center provides elements of Service and Collections for an unparalleled customer view. Key functions include contact, lead, opportunity, quote, and order management; event registration and collateral fulfillment. TeleSales agents use four main windows:

• Universal Work Queue Used to view a list of open leads, opportunities, and daily tasks. Actions, such as updating

an opportunity or converting a lead to an opportunity, can be performed in the Action section of the window. The work queue serves as a launch pad for the rest of the application. For example, select a lead to view and edit, click the Get Work button, and the lead opens in the Lead Center, where you can work directly on the lead selected.




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• eBusiness Center Used as the central work area for Oracle TeleSales when a TeleSales Agent is on the

phone with a customer or prospect. Use it to create and manage customer and prospect records, to send collateral, enroll customers in events, and launch the Oracle Quoting or Oracle Order Management windows. The eBusiness Center also provides the ability to quickly enter basic information for leads and opportunities.

When integrated with Oracle Advanced Outbound or Oracle Advanced Inbound, the eBusiness Center is automated to dial the next call or take the next incoming call and display the customer information immediately based on the automatic number ID. Recording the results of the call can also be automated. Statistics for the current call and number of calls for the day are available in the Interaction Wrap Up window.

• Lead Center Used to create new leads, manage the details of specific leads and update existing leads. • Opportunity Center Used to create and manage individual opportunities. It includes managing the sales team

and partners for a specific opportunity. Additionally, a telesales agent can enter products a prospect is interested in purchasing, forecast dates, partners, and sales credits for the sales team.




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Oracle Sales and Oracle TeleSales Interoperability

Oracle Sales and Oracle TeleSales Interoperability

Oracle Sales and Oracle TeleSales have separate sets of profile options that do not affect the other application. Therefore, when a feature in Oracle TeleSales is dependant on a profile option, setting the TeleSales profile option will not affect Oracle Sales. You must set the corresponding Oracle Sales profile option separately. Note

• Corresponding profile options may have slightly different values. You should choose a value supported by both, if you want the behavior to be the same.

• Additionally, there may be TeleSales profile options for which there are no corresponding Oracle Sales profile options. You should set these profile options to mimic Oracle Sales behavior, or Oracle Sales should be personalized to mimic TeleSales behavior.

Mapping of OTS-ASN Profile Options • OS: Forecast Sales Credit Type – ASN: Forecast Sales Credit Type • OS: Default Opportunity Win Probability – ASN: Default Opportunity Win Probability • OS: Default Opportunity Sales Channel – ASN: Default Opportunity Sales Channel • OS: Default Opportunity Status – ASN: Default Opportunity Status




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• OS: Default Close Date Days – ASN: Default Close Days Date • OS: Default Win/Loss Status – ASN: Default Win/Loss Status • OS: Default Status for Leads – ASN: Default Lead Status • OS: Opportunity Access Privilege – ASN: Opportunity Access Privilege • OS: Customer Access Privilege – ASN: Customer Access Privilege • OS: Sales Lead Access Privilege – ASN: Lead Access Privilege • OS: Manager Update Access – ASN: Manager Update Access • OS: Sales Admin Update Access – ASN: Sales Admin Update Access • OS: Default Value for Sales Team Keep Flag – ASN: Default Value for Sales Team Do

Not Reassign Flag Set Oracle TeleSales Profile Options The following profile options and value settings must be set to enable interoperation with Oracle Sales.

• OS: Assign New Lead (Set this profile option to No.) • OS: Sales Methodology (Assign a value.) • OS: Sales Lead Default Close Reason (Set this profile option to Converted to

Opportunity.) • OS: Default Opportunity Sales Stage (Assign a value.) • OS: Lead Link Status (Set to Converted to Opportunity. This is an Oracle Leads profile

option.) • OS: Lead Incubation Channel (This is an Oracle Leads profile option. Leave blank.) • OS: Activate Sales Interoperability (Set to Yes.) • OS: Lead to Opportunity Move Sales Team (Set to Yes. This is an Oracle Leads profile

option. ) • OS: Opportunity Sales credit Enforce Sales Team Definition (Set to Yes.) • OS Always Add Creator to Customer Sales Team (Set to Yes.)

Set Oracle TeleSales and Oracle Sales Lookups Set the following lookups in both products in order to enable interoperability:

• OTS Lookup - CLOSE_REASON - LEAD_CONTACT_ROLE - Opportunity Contact Rank - VEHICLE_RESPONSE_CODE

• Oracle Sales Lookup - ASN: Lead Close Reason - ASN: Opportunity Close Reason - ASN: Contact Role Type - ASN: Vehicle Response Code




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Differences Between Oracle TeleSales and Oracle Sales

Differences Between Oracle TeleSales and Oracle Sales

Both Oracle Sales and Oracle TeleSales provide Administration screens that enable administrators to set up the product. As the two products do not share Administration screens, there are differences in the features and functionality available. The following areas may require additional setup considerations:

• Sales Methodology Oracle Sales allows user to designate whether sales methodologies and stages apply to

leads, opportunities, or both, while in TeleSales sales methodologies and stages apply only to opportunities. Therefore, Oracle TeleSales will expose only stages marked as applicable to Opportunities. Existing stages created, including those created through the TeleSales Administration user interface, will be treated as applicable to Opportunities only.

• Sales Coach Oracle Sales introduces the use of a Sales Coach, which helps guide a user through a sales

methodology stage. Oracle TeleSales does not use this functionality and will continue to use Tasks tied to Sales Stages. Oracle Sales users can view the tasks created in Oracle TeleSales. When creating a sales methodology in Oracle TeleSales, the administrator should ensure that the Create tasks for all sales stages checkbox is not selected. If this




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checkbox is selected for a sales methodology whose stages use tasks, and the sales methodology is assigned to an opportunity from Oracle Sales, the tasks are not visible in Oracle TeleSales.

• Sales Methodologies and Stages In Oracle TeleSales, both stage and sales methodology are mandatory. In Oracle Sales,

they are conditionally mandatory - if the stage is specified, then the sales methodology becomes mandatory. If the methodology is specified, then the sales stage becomes mandatory, only if there is an applicable sales stage. Therefore, you must ensure that each stage is associated with at least one sales methodology. Additionally, Oracle TeleSales requires that at least one stage within each methodology is set up as applicable to Opportunity.

• Converting Leads to Opportunities Oracle TeleSales enables any lead to be converted to an opportunity, regardless of status,

while Oracle Sales enables only leads in open status to be converted. Oracle TeleSales enables multiple leads to be converted to the same opportunity by linking these leads to the opportunity, and also enables opportunities to be linked to one or more leads.

When a lead is converted to an opportunity in Oracle Sales, the status is always Converted To Opportunity. When a lead is converted to an opportunity in Oracle TeleSales, the status and close reason are determined by the profile options, OS: Lead Link Status and OS: Sales Lead Default Close Reason. Therefore, when Oracle TeleSales and Oracle Sales are interoperating, these profile options should be set to Converted To Opportunity.

- Sales Methodologies and Sales Coaches If a lead is in a sales stage that is applicable to opportunity, Oracle Sales will carry

any information entered in the sales coach over to the opportunity. If the lead is converted through Oracle TeleSales, this information will not be carried over. If there is no methodology or sales stage designated in the lead, the opportunity in Oracle Sales will not have a methodology or sales stage, whereas Oracle TeleSales uses the methodology and sales stage from the profile options, OS: Sales Methodology and OS: Default Opportunity Sales Stage, which are both mandatory profile options.

- Sales Team In Oracle Sales, the sales team for the lead is carried over to the opportunity, while in

Oracle TeleSales, whether or not the sales team is carried over is governed by the profile option, OS: Lead to Opportunity Move Sales Team. Therefore, when Oracles TeleSales and Oracle Sales are interoperating, this profile option must be set to Yes.

• Role and Address in Sales Team In Oracle TeleSales, when assigning a resource to an opportunity sales team, the user can

designate a role and address, thereby allowing the resource to be assigned to the same sales team multiple times with different role-address combinations. Oracle Sales does not support roles and addresses. This information will be viewable in Oracle Sales, but the user will not be allowed to update the opportunity until the sales team assignments are removed.




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Note If the profile, OS: Lead to Opportunity Move Sales Team is set to Yes, and a lead from

Oracle Sales is converted to an opportunity in Oracle TeleSales, there will be duplicate resources on the Sales Team.

• Customer Sales Team Oracle Sales automatically adds the logged-in user to the customer sales team. In order for

the logged-in user in Oracle TeleSales to get be added to the customer sales team, you must set the profile, OS: Always Add Creator to Customer Sales Team to Yes.

• Rolling Forecast Oracle Sales does not support the rolling forecast flag. Opportunities created in Oracle

Sales will not have the rolling forecast flag set. • Marketing Campaigns/Offers Oracle TeleSales enables users to specify marketing campaigns and offers at both the

header and line levels, while Oracle Sales supports only header-level campaigns (not offers). Additionally, in Oracle TeleSales there is a cross validation that ensures the offer is associated with the selected campaign. If an opportunity with a header-level offer is accessed in Oracle Sales, and the campaign is changed, the offer may no longer be valid. To resolve this issue, the user can update the opportunity in Oracle TeleSales.




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Additional Differences Between Oracle TeleSales and Oracle Sales

Additional Differences Between Oracle TeleSales and Oracle Sales

The following additional areas may require additional setup considerations: • Freeze Flag In Oracle TeleSales, a user with update access can freeze an opportunity to keep it from

being modified, while in Oracle Sales, a user cannot freeze an opportunity. • Close Competitor and Comment Upon closing an opportunity in Oracle TeleSales, the user can enter a key/close

competitor and close comment, while in Oracle Sales, this is not an option. For opportunities created in Oracle Sales, the key/close competitor and close comment fields are empty.

• Customer Budget Status In Oracle TeleSales, a user can specify customer budget status for a lead or opportunity.

Oracle Sales does not support this information. These fields are blank for leads and opportunities created in Oracle Sales. Oracle Sales supports the budget amount for leads but not for opportunities.




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• End Customer and Address In Oracle TeleSales, a user can specify an end customer and address. Oracle Sales does

not support this data. These fields are blank for opportunities created in Oracle Sales. • Projects and Decision Time Frame In Oracle TeleSales, a user can associate a project to a lead or opportunity or associate a

decision time frame with a lead. As Oracle Sales does not support this data, these fields are blank for leads or opportunities created in Oracle Sales.

• Accept or Reject Leads Oracle TeleSales allows a user to accept or reject leads. This feature is not available in

Oracle Sales.




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Further Differences Between Oracle TeleSales and Oracle Sales

Further Differences Between Oracle TeleSales and Oracle Sales

The following further areas may require additional setup considerations: • Concurrent Updates If an Oracle TeleSales user and Oracle Sales user are working on an opportunity at the

same time, the application detects the change made by the other person and prevents overwriting. This behavior does not apply to leads, which can be overwritten.

• Attachments In Oracle TeleSales, the user can append attachments to tasks, addresses, notes, and

relationships; however, these attachments are not available in Oracle Sales. Attachments for leads, opportunities, customers, and contacts that are added in Oracle TeleSales are accessible in Oracle Sales, since Oracle Sales supports attachments in these areas. However, if these attachments are added in any other category apart from the seeded Misc category, they will not be visible in Oracle Sales. Through personalization, you must make them available by enabling the category in the Attachment table for the lead, opportunity, customer, or contact.




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• Incentive Compensation In Oracle Sales, the sales representatives and sales manager can access only the

commission statement and no other areas of the Oracle Incentive Compensation functionality. In Oracle TeleSales, the telesales agent can access other areas of Incentive Compensation (for example, planning, income planner, compensation plan, and reports) in addition to the commission statement.

• Lead and Opportunity Currency Oracle Sales supports all valid FND currencies. Oracle TeleSales supports only the

currencies defined in the Oracle TeleSales lookup type REPORTING_CURRENCY. When selecting values for the REPORTING_CURRENCY lookup, you should select all FND currencies that you are currently using for Oracle Sales.

• Account Plans and Strategic Information Account plans and strategic information are captured in Oracle Sales. However, this

information is not available in Oracle TeleSales.




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Multi-Org Access

Multi-Org Access

Leads and opportunities are not multi-org enabled in Oracle TeleSales. Quotes are enabled, and users can only create quotes for their assigned organizations. However, users can view quotes across all organizations. When building a quote, users select operating units when they choose products.




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Set Up Universal Work Queue

Set Up Universal Work Queue

There are profile options for all levels that determine how the UWQ displays; and, in what order the nodes display. UWQ can also display marketing lists as well as calling lists the user creates using Universal Search. You can limit the size of these lists and the number of lists per user. See the Oracle TeleSales Implementation Guide for a complete list of profile options. Inbound Telephony In Call Center Administration, access the Media Action tab of the Interaction Center Server Manager to specify:

• Media Type: Inbound Telephony • Classification: The name of the media item classification that triggers the screen pop

media action • Media Action: The business application that starts when the media item of the Inbound

Telephony type and the specified classification is selected from a work queue.




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Enable Interaction Tracking and Wrap-up

Setup Interaction Tracking and Wrap-up

Interaction tracking records and maintains a viewable history of interactions with customers such as calls, e-mails, creating and updating a lead, and so on. Following are the steps to enable interaction tracking:

• Set profile options that determine what activity records are recorded: collateral, customer, event, lead, opportunity, query, service request, or task. (Collateral history requires that you periodically run the concurrent program Interaction History Bulk Process to update the history.)

• Set defaults using additional profile options. Automatic Interactions Agents manually start and end interactions. You can also configure TeleSales to have interactions start automatically when an agent opens a record and stop automatically when the agent moves to a new record. Following are the steps to enable automatic interaction tracking:

• Set OTS: Interactions-Enable Automatic Start to Yes. • Set OTS: Interactions-Start on Query to Yes if you want the interaction to start when the

agent displays a new record. Leave the default No setting to record an interaction only when the agent creates, updates, or deletes a record.




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• Set OTS: Interactions-Enable Change Activity to Yes to allow users in the wrap-up window to change the recorded activities.

• Leave OTS: Interactions-Enable Auto Wrap-up set to No to require agents to view the wrap-up screen for each interaction and verify or change the outcome of the interaction. Set to Yes to end the interaction without the agent seeing the wrap-up screen.

Simultaneous Interactions Each center (eBusiness Center, Opportunity Center, Lead Center) can track only one interaction at a time, but the agent can open additional centers and start interactions in each. For example, an agent can open two Opportunity Centers and one eBusiness Center and start interactions in all three. In order to track these interactions simultaneously, set the following profile options:

• OTS: Interactions – Maximum multiple interactions: Set the maximum number of simultaneous interactions.

• OTS: Interactions: Prompt for Wrap-up: This is set to Yes by default. The agent is prompted to decide whether to close the current interaction or leave it open while starting the next interaction.

Wrap-Up In the Interaction wrap-up window agents can select outcomes, reasons, and results. You define what selections are available for each, and the valid combinations at the interaction and activity level. You can specify whether an outcome requires a result, and a result requires a reason. You can also create default wrap-ups including campaign codes, outcomes, results, and reasons. Then create action-activity type pairs and assign a default wrap-up to each pair. The agent can accept the default or change the wrap-up information as needed. See the Oracle Customer Interaction History Implementation Guide for more details on creating the selection lists and defaults.




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Scripting

Scripting

Within Oracle Scripting you can set up scripts for your agents to follow in different situations. Additionally, set the following profile options:

• OTS: Scripting Installation: Set to Yes to enable scripting in Oracle TeleSales. • OTS: Script Launch on Interaction: Set to Yes if you want the script to launch

automatically when an interaction is started in the interaction center, providing there is also a script associated with the source code entered by the agent.

• OTS: Script Launch on UWQ Delivery: Set to Yes if you want a script to launch automatically when a call is received. The prior two options must also be set to Yes.

• OTS: Scripting-Default Script: Enter the name of the script to launch when there is not an available script associated with the source code or campaign.

• OTS: Security-Apply Security for Suspended Scripts: Set to No to allow any agent to resume a suspended script. Set to Yes to restrict the ability to resume a script to the agent who suspended it.

• OTS: Script Language: Select language to display scripts in a specified language.




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Summary




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Documents

Chapter 4 Oracle TeleSales