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Oracle Contact Center Anywhere: Sales Overview

Ting Choo Eng – Principal Sales Consultant, APAC

SAFE HARBOR STATEMENT

The following is intended to outline our general product functionality. 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.

Topics

• Call Center Overview• Call Center Market Overview• Introducing CCA • Increasing wallet-share with CCA

• Siebel• CRMOD• Oracle Utilities

• Value Proposition• Contact Information• Q&A

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Call Center Overview

Call Center Overview

• A call center is a centralized office used for the purpose of receiving and transmitting a large volume of requests by telephone. A call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outgoing calls for telemarketing, clientele, product services, and debt collection are also made. In addition to a call centre, collective handling of letters, faxes, live chat and e-mails at one location is known as a contact centre.

Where can you find call centers?

Evolution of a call center

PBX

Voice

Agents

CRM system

• Simple telephone operator setup

• Agents pickup calls and answer them accordingly

• As call volume increases, agent resources increases in tandem

• Large call centers become very difficult to manage

Evolution of a call center

PBX

ACD serverReporting &

QM

Voice

Agents

CRM system

• ACD server to enhance distribution mechanism of calls to different groups of agents

• Skill based routing allow specialization of skills with different agent groups

• Able to talk multiple product lines with a single hotline number

• Reporting and Quality Monitoring mechanism to provide insights about call center and agent performance

Evolution of a call center

PBX

ACD serverReporting &

QM

IVR server

Voice

Agents

CRM system

• IVR to provide automation and self service. Reduce cost by diverting calls from agents to automated system

• CTI to automate information retrieval. Reduce agent talktime by providing information (screen pop) automatically with the call

Evolution of a call center

PBX

ACD serverReporting &

QM

IVR server

Voice

Fax

SMS

Email

Webchat

Agents

CRM system

Email / Web

Server

SMS Gateway

• Extend other forms of communication

• Multimedia contact center

• Increase customer contact experience by letting them choose their way to communicate

• Lower operational costs by leveraging agent with the same product / knowledge skillset to manage multiple media of communication

Best Practice Contact CentersImproving both effectiveness and efficiency - simultaneously

• Are becoming revenue centers, not simply cost centers

• Maintain a single view of the customer

• Integrate multiple media channels, inbound & outbound

• Build proactive personalized customer relationship strategies and empower agents to deliver this

• Leverage people skills and automated applications beyond geographical boundaries

• Deliver integrated service, sales and marketing by tightening the call center processes with the CRM processes

Simplification with CCA solution

PBX

CCA System

Voice

Fax

SMS

Email

Webchat

Agents

CRM system

Email / Web

Server

SMS Gateway

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Call Center Market Overview

Market Overview – South Korea

Source: Frost & Sullivan

Market Overview – Asia Pacific

Source: Frost & Sullivan

Market Overview – Asia Pacific

Source: Frost & Sullivan

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Introducing CCA

Contact Center Anywhere

• Telephony@Work acquisition.• Oracle Contact Center Anywhere is a premise based

that replaces Avaya, Nortel, Aspect, or other ACD platforms.

• While we co-exist with PBX’s, we replace the ACD software with Oracle’s own integrated multi-media, multi-tenant, skills-based routing engine.

• We replace Genesys, Cisco, or other CTI solutions with built in and pre-integrated CTI multi-media features.

Contact Center Anywhere: a Pre-Integrated Contact Center Platform

Oracle CIM/CRM application stack

Oracle Makes It Simple!

Integrated by Design• Single system Image for all media

functions• Common Queue for all media

types• Multi-Media support built in to all

channels of communication • Skills based Routing for all Media

types – Built in.• Right work to the Right Agent

maximizes agent productivity• CTI Routing with Customer

Information built into all media• Cross media customer interaction

history tied to CRM• Integrated Management,

Supervision and Recording

Overlay Soft-ACD Leverages Network Investments

• Overlay TDM or Voice Over IP Network• Compatible with H.323 and SIP protocols• Supports multiple phone types (physical & soft

phones)• Leverages existing investments in legacy ACDs

and PBXs by connecting them into one, virtual network

• Geographically Agnostic• Global Presence Management

• Makes all agents anywhere part ofa global resource pool

Carrier Grade Architecture

• Application resources are partitioned for each tenant• Application resources run in master and backup mode• Masters and Backups can be located in different data

centers for disaster recovery• SoftSwitch uses N+1 and N+x Redundancy• Web Sessions are backed-up by IM Server so fail-over

web servers can take over in real time• Architected for rigid telco reliability standards

Role of CCA vs CRM applications

Who is the customer?

Who is the customer?

How important is the

customer?

How important is the

customer?

What services are they

looking for?

What services are they

looking for?

Do we have someone who can address their need?

Do we have someone who can address their need?

Interaction Management Transactional Management

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Value Proposition

CCA Value Proposition

• Reduce business cost through automation of call center processes

• IVR services diverts calls from agents allowing them to concentrate on more complex queries

• Provide queuing and tracking mechanisms over email responses

• Investment protection through avoiding costly forklift upgrades / replacement of PBXs

• Increase customer satisfaction through rationalization of call center resources supporting different interaction media from the same customer as well as extending the process into the CRM system

CCA Value Proposition

• Improve efficiency of call center agents by automation of customer information retrieval (screen pop)• Reduce talk time and increase number of calls handled per hour

• Increase self service automation and less calls to agents

• Improve effectiveness by matching customer request with call center agent skills (ACD)• Reduce talk time and increase satisfaction rating

• Improve operational decisions through consolidated reporting • Improve soft-skills through quality monitoring

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Increasing Wallet-share with CCA

Addressing key customer concerns

• Complete turn-key solution from a single-vendor for both call center and CRM

• Proven solution – Integration risks between contact center application with a CRM application

• Investment protection – avoid upgrading the telephony / communications infrastructure

• Complete lifecycle management of customer relationship, from knowing who the customer is to taking action with the customer.

CCA - Siebel Enterprise

Siebel CTI Toolbar w/ Agent Call

Controls

Siebel’s Built-in Configurable Screen Pop

Hello, RonHow may I assist you?

Siebel Tool Bar - Details

• Full CTI functionality - Call Control, Screen Pop, Call Activity Generation, Call & Data Transfer

• CTI Driver provided by Oracle (Windows Only) with no additional cost

• Requires Siebel CTI Licenses

• Voice Integration for Siebel 7.7.x, 7.8.x, 8.0.x, and 8.1

• Siebel Email retained

• Demo setup available with ADS for Siebel-CCA

Web ServerWeb Server

CIM

Siebel Application Server

Business Logic LayerBusiness Logic Layer

User Interface LayerUser Interface Layer

Virtual CTIConnector

Communication ServerCommunication Server

Siebel Communication APISiebel Communication API

LogOut

LogIn

ChangeReadyState

ForwardCalls

ResumeWorkItem

Work Item List

PauseWorkItem

RetrieveCall

Conference

Consult-ative

TransferBlind

Transfer

ReleaseWorkItem

AcceptWork Item

InitiateWorkItem

Text InputIn-queue

Call Duration

Siebel - CCA Integration Advantages

• Pre-integrated solution (voice, chat)• Single user interface (Siebel)• Doesn’t rely on external CTI vendors (Genesys,

Avaya, Cisco, etc …) for complete turn-key solution• Reduce integration complexity

• Doesn’t use CTI as a means of integration to telephony infrastructure.

• Addresses target market of high-end users• High availability and reliability• Highly scalable

QVC

ACCOUNT TEAM CRM SVP John Boucher CRM RM Jim Petersen CRM ASM Trevor Banks CRM SC Vince Calitri CCA VP Wendell Black CCA ASM Larry Hamilton

April 2008

RESULTS/DEAL STATS Total License & Support $725,000

Contact Center Anywhere

Not Approved for External Use – Rheem Permission Required

ORACLE SOLUTIONS• Leveraged pre-integration to Siebel to

accelerate bias in delivering a less costly, less complex and less risky contact center solution.

• Currently engaged in a $5M CCA Insight

• 5 yr TCO of CCA=$12M vs $27.5 for Avaya

www.qvc.comCOMPANY OVERVIEWQVC, Inc, A wholly owned subsidiary of Liberty Media Corporation, is one of the largest multimedia retailers in the World, broadcasting live 24 hours a day, 364 days a year. Last year QVC received more than 181 million phone calls in the United States shipping 166 million units worldwide. Net sales for the 2007 fiscal year resulted in more than $7 billion.

CHALLENGES/OPPORTUNITYChallenges: 4,000 seat Siebel implementation with no defined CTI

strategy Remote Agents 30% of future call center seats with no

clear vision of technology solution

Opportunity: Utilize the larger Siebel transaction to leverage CCA’s pre-

integration as a key business enabler for remote agents “Foot in the door” on initial transaction to gain access for

Insight for 4000 addtl go-live seats vs Avaya

KEYS TO SUCCESS Oracle cuts cost, complexity, risk and assures on-time go-

live. Pre-integration to Siebel key for QVC to gain comfort in

assembling their go to market strategy for virtual call center including remote agents.

CCA integrating CRMOD

CRM OD contact details pops up based on the phone

number*

Interaction information are presented to the agent.

Agent updates customer details in CRMOD (activities,

leads, opportunities,…)

* First access the agent has to login in CRMOD

CRMOD - CCA Integration Advantages

• Pre-integrated solution (voice, email, web, sms, fax)• CCA scalability ranges from 25 – 50,000 users• Supports virtualization allowing agents to be deployed

to any location with internet access and a telephony connection

• Addresses target market who has low budget but high functional requirements• Initial cost of CCA can be as low as USD80k with all contact

center functionalities

• Demonstration available on VMWare and ADS (through CCA team)

Johnson DiversyCOMPANY OVERVIEW• JDI sells products and systems in domestic and international markets through

company-trained sales and service personnel, who also advise and assist customers in the proper and efficient use of products and systems in order to meet a full range of cleaning and sanitation needs. Doing business in 170 countries JDI also relies on selling directly to end-users or through a network of distributors, wholesalers and third-party intermediaries. We contract with local third-party distributors on an exclusive and non-exclusive basis. We estimate that direct sales to end-users by our sales force typically account for about two thirds of our net sales, with indirect sales through third-party channels accounting for the remaining third

11,500 employees, only 2,000 of them are located in North America

CHALLENGES/OPPORTUNITYChallenges:• Multiple Contact Centers Across Europe South America and US• Various Contact Center infrastructures

• Provide Customer Service Representatives (TCS) a call center solution which can be integrated with CRM On Demand to provide a 360 degree view of the customer.

• Current call center is in France. Need to implement a system to support France, Belgium, NL, Spain & Portugal.

• The TCS project is a top priority for EMA. It is made up of 3 components.•CCA-Customer Service Call Logging•SAP- Field Service Scheduling, dispatch, and invoicing•COD- Field Engineer Solution

• Opportunity CCA License add on to existing ELA and CRM Sales Opportunity

ACCOUNT TEAM Susan Goodsir (ASM) Charles Mikrut (SC) Brian Bitsky – ASM CCA

RESULTS/DEAL STATS Total License & Support: $600k

KEYS TO SUCCESS Strong account team relationships

Utilized ELA discounting and buying power

ORACLE SOLUTIONS• Contact Center Anywhere for Intercontinental call centers• CCA connector for CRMOD (Code Theater)

CCA integrating Oracle Utilities Customer Care and Billing

Oracle Utilities - CCA Integration Advantages

• Pre-integrated solution (voice, email, web, sms, fax)• Avoid needing additional CRM application to overlay• Addresses utilities vertical which typically has large

call centers to address billing enquiries• Demonstration available using VMWare and ADS

(through CCA team)

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Contact Information

Contact Information

• Ting Choo Eng• Principal Sales Consultant – CCA • Email: choo.eng.ting@oracle.com• DID: +65 64361423• Mobile: +65 97880997

South Korea Partners

• Quintet

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Questions