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Oracle Service CloudVision and Roadmap
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
November 2014
Agenda
Market Challenges
Vision
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Roadmap
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,
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
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.
THE TOP TRENDS IN MODERN
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 4© 2014 Forrester Research, Inc. Reproduction Prohibited
THE TOP TRENDS IN MODERN
CUSTOMER SERVICE
Customers Expect Great Service With Less Effort
Customers Say
71%
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 5© 2014 Forrester Research, Inc. Reproduction Prohibited
Source: Customer Experience Online Survey, 2013
valuing their TIME is the mostimportant thing a company can
do to provide good service
Customers Are Interacting Over Many Channels
Telephoning a company and speak to an agent73%
73%
Help or frequently asked questions (FAQs)
on a company’s website 57%
67%
Sending an email to customer service56%
58%
Instant messaging/online chat with alive person43%
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 6© 2014 Forrester Research, Inc. Reproduction Prohibited
Instant messaging/online chat with alive person30%
43%
Click-to-call 33%
Online forum or community with other customers23%
32%
Screen sharing 30%
Virtual agent 28%
Sending mobile/SMS message to the
company requesting assistance24%
Contacting a company using Twitter11%
22%
2012
2009*
Base: US online adults who have used any customer
service method in the past 12 months
* US online adults who have used any customer service
method in the past 12 months (multiple responses
accepted)
Source: North American Technographics Customer Experience Online Survey, Q4 2012 (US)
Social
Web
Customers Are Crossing Engagement Channels
Browse
Community
Forum
Browse A
Company
Website
Tweet About A
Company
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 7© 2014 Forrester Research, Inc. Reproduction Prohibited
Web
In Person
Phone
Mobile
Browse
Facebook Page
Email A
Company
Service Agent
Navigate an IVR
On A
SmartphoneReceive Info Via
SMS
Transfer To
Service Agent
Visit An
In-Store Sales
Agent
Customers Are Deeply Mobile Enabled
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 8© 2014 Forrester Research, Inc. Reproduction Prohibited
Source: North American Technographics Online Benchmark Survey (Part1), 2013
Laptop Desktop Smartphone Tablet
Millennials 82% 58% 70% 39%
Total US* 71% 69% 52% 32%
BASE: 19,320 US online adults (ages 18 to 33)
*Base: 61,104 US online adults (ages 18+)
Adopt A Mobile Mindset For Customer Service
Customers Say
45%
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 9© 2014 Forrester Research, Inc. Reproduction Prohibited
Source: Accenture Global Pulse Survey, 2013
offering a better service option via mobile would have made a difference in their decision to switch
PHONE
Keep Customers In The Loop
IVR SMS Social E-mail Web Chat
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 10© 2014 Forrester Research, Inc. Reproduction Prohibited
February 2012 “Update 2012: Proactive Outbound Notification Saves Money”
Savings on carrier costs Lower costs for agents Less infrastructure
• Decreased number of calls
• Fewer incoming lines
• Reduced long distance charges
• Fewer agents
• Lower overhead & training
• Lower recruitment costs
• Fewer space requirements
• Fewer support staff
• Support for green initiatives
Connect Knowledge Across All Touchpoints
@
eMail Phone Forums
SocialSearch
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 11© 2014 Forrester Research, Inc. Reproduction Prohibited
Self-Service Co-browse
FeedbackChat
Agenda
Market Challenges
Vision
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Roadmap
Make It Easy To:
Become A Modern Customer Service Organization
ENGAGE
GET GOING
GET AHEAD
• ENGAGE YOUR CUSTOMERS: Making it easy for your
customers to engage with your brand at anytime.
• EMPOWER YOUR EMPLOYEES: Making it easy for
your agents to consistently service the need of customers
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
ENGAGE
EMPOWER
ADAPT
GET BETTER
• ADAPT YOUR BUSINESS: Making it easy to adapt
continuously to the changing needs of the business
ORACLE ROADMAP TO MODERNTM
How Do You Get There?Track Your Maturity.
GET AHEADGET AHEAD
MODERN CUSTOMER SERVICE
3. PERSONALIZED ENGAGEMENTMoving from anonymous Moving from anonymous service, service, to to personalized personalized
segmented engagements, segmented engagements, that can connect to a CX Strategy.that can connect to a CX Strategy.
3. PERSONALIZED ENGAGEMENTMoving from anonymous Moving from anonymous service, service, to to personalized personalized
segmented engagements, segmented engagements, that can connect to a CX Strategy.that can connect to a CX Strategy.{Profit Center}
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
GET BETTERGET BETTER
GET GOINGGET GOING
2. CONSISTENT ENGAGEMENT2. CONSISTENT ENGAGEMENTMoving from silo systems for agents to engage, to unified systems for Moving from silo systems for agents to engage, to unified systems for
consistent and relevant service quality on every channel.consistent and relevant service quality on every channel.
1. MULTIPLE ENGAGEMENT 1. MULTIPLE ENGAGEMENT Moving from limited silo channels, to multiple channels of choice for customers Moving from limited silo channels, to multiple channels of choice for customers
to connect on any deviceto connect on any device.
0. SILOED ENGAGEMENT0. SILOED ENGAGEMENTIntroducing single or silo channels to connect with customersIntroducing single or silo channels to connect with customers
{Cost Center}
ORACLE ROADMAP TO MODERNTM
Create Your Blueprint Roadmap To Modern
GET GOING GET BETTER GET AHEAD
Provide Multiple
Standardize Service
Across All Channels
Personalize Customer
Unify All Customer
And Business Data Empower Customers
With Self-Service
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 15© 2014 Forrester Research, Inc. Reproduction Prohibited
Enable Customers
To Help Each Other Become The Leader
In Service Excellence
Provide Multiple
Choices Of Channels
Connect All Silos
Of Knowledge
Innovate New
Ways To Engage
Personalize Customer
Engagements
ORACLE ROADMAP TO MODERNTM
Modern Service Cloud Vision: Service Everywhere
Engage Customers Empower Agents Adapt Quickly
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Mobile is the Initiation Point
Extend Self-Service into Every
Channel
Make Switching Channels
Easy
Engage Customers
Provide a complete view of
the customer
Drive Resolution Process
Eliminate Manual
Integration
Empower Agents
Understand the Customer
and their Issues
Prevent the Preventable
Get Your Customers
Involved
Adapt Quickly
Agenda
Market Challenges
Vision
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Roadmap
Oracle Service Cloud Recent Releases
November 2013 February 2014 May 2014
Released
• Page Peak • Assets & Entitlements • Experience Routing
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Oracle Confidential – 1
• Page Peak
• Mobile Agent iPhone App
• Assets & Entitlements
• Dynamic Forms
• Enhanced Policy Modeling Tools
• Experience Routing
• Self Service for Siebel
• Social Cloud Integration
• Enhanced Smart Client
Roadmap
Web Customer Service
• Experience Routing optimized
assignments
Cross-Channel Contact Center
• Incident Collaboration (OSN)
Current Release
Aug 2014
Current Release
Aug 2014
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Policy Automation
• Interview enhancements
• Modeler enhancements
• Compliance enhancements
• Deployment management
Platform
• Managed ODBC/JDBC Connection
• Email API
Note: This roadmap highlights our cloud-based functionality. Please see additional product family specific roadmaps for Applications Unlimited details.
Cross ChannelContact Center
KnowledgeManagement
Web CustomerService
PolicyAutomation
Field ServiceEngagement
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Service Cloud Platform
Web Customer Service
Email SupportSelf-Service Integrated KnowledgeMobile Self-
Connected, Engaging & Personal
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Email SupportComplete Email
Response Management
Live ChatIndustry Leading Chat
& Proactive Chat
Self-ServicePixel Perfect Support
Sites and Widgets
Social Self-ServiceLeverage the Power of
Customer Knowledge
Smart EngagementGuides & Troubleshooters
Integrated KnowledgeSingle Knowledgebase Across
All Channels
Mobile Self-
ServiceGlobal Device Support
Co-BrowseIn Depth Agent
Assistance
Web Customer Service 2014 Roadmap
MAY 2014
Chat
• Experience Routing
Customer Portal
• Self-Service for Siebel
AUG 2014
Chat
• Experience Routing Optimized
Assignments
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
• Self-Service for Siebel
May 2014 Experience Routing
• Skill definitions: Associate skill competencies to agents
• Advanced skills-based routing: Assign chat sessions to best available agent
• Enhanced queue prioritization: Provide VIP treatment and manage traffic spikes
Capability HighlightsProduct Category
Mobile PC
Smart 1
Pad NoteBk
UltraBk
Activate Upgrd Issues
OS
App
Wifi
4G
ENG
SPN
FRN
Language
Phone
Product Category
Mobile PC
Smart 1
Pad NoteBk
UltraBk
Activate Upgrd Issues
OS
App
Wifi
4G
ENG
SPN
FRN
Language
Phone
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
• Maximize agent efficiency by aligning customer need to agent skill and availability
• Increase customer satisfaction by providing the most qualified resource to a given interaction
• Simplified queue administration: Product skills, language skills, and queue priorities are evaluated to optimize routing
Key BenefitsSmart 2
Smart 3
Desktop BluThSmart 2
Smart 3Smart 3
Desktop BluTh
Back to Highlights
Web Customer Service
Optimize Agent Assignments
CAPABILITY HIGHLIGHTS
• Optimize Agent Utilization when assigning chats
• Queue Performance by Profile Report
• Trending Reports on queue/skill traffic, performance and agent workload mix
KEY BENEFITS
AUG 2014: Experience Routing Enhancement
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
KEY BENEFITS
• Improve chat agent responsiveness and productivity by evenly distributing workload
• Better understand how traffic from a chat queue is handled by different agent groups
• Detect trends in changing skill and staffing requirements
Cross ChannelContact Center
KnowledgeManagement
Web CustomerService
PolicyAutomation
Field ServiceEngagement
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Service Cloud Platform
Unified Desktop Case Management Integrated KnowledgeMobile Desktop
Contact Center
Adaptable, Unified, Empowering
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Unified DesktopIntegrate Applications
to a Single Desktop
Telephony ControlMedia Control Toolbar &
Screen Pop
Case ManagementIntelligent Queuing & Routing,
Escalation & Responses
Guided ResolutionInteraction Workflow & Agent
Scripting
Social EngagementSocial Customer Profiles &
Monitoring
AnalyticsRole Based Reports
& Dashboards
Customer
EngagementCustomer Feedback &
Proactive Communications
Integrated KnowledgeSingle Knowledgebase Across
All Channels
Mobile DesktopAnywhere, Anytime
Cross-Channel Contact Center 2014 Roadmap
MAY 2014
Agent Desktop
• Enhanced UI Performance
• Updated look & feel
Social Monitor
AUG 2014
Collaboration
• Collaborate on Incidents
• Prioritize conversations
• Collaboration on Desktop,
Web, and Mobile
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Social Monitor
• Enhanced Social Cloud
Integration
Mobile Agent App
• Themes
Feedback
• Mobile optimized surveys
Analytics
• Report search dialog
enhancements
Web, and Mobile
MAY 2014: Enhanced SmartClientFlexible & Faster User Interface
• Updated UI themes and fonts
• Enhanced UI performance with faster response time and reduced memory consumption
• Movable controls that allow an agent to arrange the desktop to suit personal preferences
• Usability enhancements such as sub-tab grouping and inline filtering in menu fields
Capability Highlights
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
• Improve agent productivity with near instantaneous rendition of layout regardless of the number of desktop rules & workflow complexity
• Streamline the user experience with sub-tab grouping and easier to use menus
• Personalize the agent experience by enabling agents to position UI controls for individual work preferences
Key Benefits
Back to Highlights
Web Customer Service
Harness Expertise Across Your Organization
CAPABILITY HIGHLIGHTS
• Collaborate in context of an incident between agents and subject matter experts
• Prioritize conversations by Incident severity or time to SLA
• Access collaboration through mobile devices, Outlook, and web browsers to participate in conversations
AUG 2014: Incident Collaboration
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
conversations
KEY BENEFITS
• Get the right answer by tapping into knowledge of experts around the company without leaving the Agent Desktop
• Focus collaborators on the most important items first
• Accelerate collaboration by extending collaboration across interfaces and devices
Cross ChannelContact Center
KnowledgeManagement
Web CustomerService
PolicyAutomation
Field ServiceEngagement
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Service Cloud Platform
ExtensibilityAgent CustomerIntegration
Service Cloud Platform
Flexible, Scalable, Reliable
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
ExtensibilityExtend Applications to
Meet Business Needs
Agent
Experience DesignConfigure the Desktop to
Improve Agent Effectiveness
Customer
Experience DesignEnsure Brand Consistency
Across Channels
IntegrationOpen, Standards-Based
Integration Technologies
Cloud DeliverySecure, Reliable,
Redundant
Connected CX SuiteSales, Marketing,
Commerce, Social
Site & Operations
ManagementMonitor, Test & Control
Global Scale34 Languages
9 Hosting Centers
Platform 2014 Roadmap
MAY 2014
Integration
• ROQL enhancements
Extensibility
AUG 2014
Integration
• Email API
• ROQL scalability improvements
• Managed ODBC Connection
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Extensibility
• Business Rules –
Invoke Object Event Handlers
• Managed ODBC Connection
Extensibility
• Remove menu-only Custom
Objects limits
Web Customer Service
Enhanced API CapabilitiesAUG 2014: Email Mail API for PHP
CAPABILITY HIGHLIGHTS
• Managed PHP Email API: Allows multi-part email (text, html, w/attachments) to be created and sent
• API called from server side scripts triggered from an object event handler or Customer Portal
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
KEY BENEFITS
• Enable notification when custom applications need to notify someone of a problem. Not designed for bulk or marketing emails.
• Enable outbound integrations that pass data to other systems using email
• Removes upgrades barrier by eliminating the need to ‘whitelist’ an internal email API
Web Customer Service
Open Integration and ExtensibilityAUG 2014: Added API support for ‘Distribution Lists’ & Deleted Objects
CAPABILITY HIGHLIGHTS
• Distribution Email List : Ability to read members of administratively defined email lists
• ROQL ‘Deleted Records’: Ability to query if a record was deleted
KEY BENEFITS
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
KEY BENEFITS
• Leverage distribution list members for sending emails via APIs
• Synchronize integrations with external sources by determining if a particular Service Cloud record ID was deleted
Web Customer Service
ROQL Scalability ImprovementAUG 2014: Public API Enhancements
CAPABILITY HIGHLIGHTS
• Improved scalability for ROQL queries, ability to return more than previous10K rows per query limit(production=20K, reporting=100K)
• Ability to determine the row query limit for a site via ROQL information query
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
KEY BENEFITS
• Improved scalability for data extract queries
Web Customer Service
Support Oracle ODBC & JDBC DriversAUG 2014: Connect ODBC and JDBC Drivers
CAPABILITY HIGHLIGHTS
• Support ODBC and JDBC drivers to read all data in the connect common object model
• Availability *
- Client-side driver available for purchase from 3rd party partner
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
KEY BENEFITS
• More easily integrate to Service Cloud data using industry standard drivers
* Requires purchase of DataDirect client-side drivers from Progress
Web Customer Service
Custom Objects EnhancementsAUG 2014: Removed menu-only Custom Object limit
CAPABILITY HIGHLIGHTS
• Menu-only custom objects no longer count toward Custom Object max
KEY BENEFITS
• Additional custom objects are available so customers can use them to develop custom
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
Additional custom objects are available so customers can use them to develop custom business logic
• No impact on existing functionality since changes are internal and require no additional steps by customers