Oracle Policy Automation Cloud Service

Transcription

1 Oracle Policy Automation Cloud Service Features and Benefits August 2013

2 Agenda Introducing Oracle Policy Automation Cloud Service Overview of Capabilities New Features in August 2013 Further contacts 2

3 Agenda Introducing Oracle Policy Automation Cloud Service Overview of Capabilities New Features in August 2013 Further contacts 3

4 Introducing Oracle Policy Automation Cloud Service Agents Customers RightNow CX Cloud Service Your Web-Site Provide personalized web-based advice for customers and agents Policy Automation Cloud Service Manage the policy lifecycle with streamlined cloud-based administration and deployment Policy Modeling (Cloud Edition) Microsoft Office Model policies and end user interviews in a business-friendly desktop experience Policy Experts 4

5 Introducing Policy Automation Cloud Service Enable Personalized Guidance Deliver clear, transparent and personalized advice Increase customer satisfaction and reduce call center volume Provide documents that record and explain decisions Reduce the number of escalations and appeals 5

6 Introducing Policy Automation Cloud Service Enable Cross-Channel Consistency Policy Automation Interviews Decrease errors and training costs Consistent, personalized cross-channel guidance Can also integrate policies via standard web services RightNow Customer Portal RightNow Agent Desktop RightNow Knowledge Base Your Web-site / Application 6

7 Introducing Policy Automation Cloud Service Enable Agile Customer Service Policy change Update with Oracle Policy Automation Business-friendly policy authoring experience Up-todate advice Deploy Policy modeling with Microsoft Office Respond quickly to changes in legislation and policy Rules match the language and layout of source material 7

8 Introducing Policy Automation Cloud Service Business Users Maintain Policies and Interviews Intuitive Desktop Modeling Environment Rules Modeled in Natural Language Word and Excel Documents 8

9 Make Agile Cross-channel Decisions CAPABILITY HIGHLIGHTS Capture decision logic as Word and Excel documents using natural business language Provide dynamic questionnaires in Agent Desktop that interact directly with case data See and save explanations of each decision made KEY BENEFITS Improve customer satisfaction and reduce appeals with personalized and transparent advice Deliver accurate and consistent decisions across channels, even as policies changes Reduce training costs, by empowering any agent to handle even the most complex cases 9

10 Agenda Introducing Oracle Policy Automation Cloud Service Overview of Capabilities New Features in August 2013 Further contacts 10

11 Streamlined User Interface Simple, Tabular Layout (Project, Rules, Data, Interview) Quick Search Easy Access to Existing and Sample Projects 11

12 Intelligent Rule Authoring Simply save the document to create Oracle Policy Modeling rules Auto-generation of all attributes Centralized parsing in Oracle Policy Modeling New Rule Assistant 12

13 WYSIWYG Screen Authoring Drag and Drop Layout In-line text override Control Next button text and behavior Single-click to run an interview 13

14 Integrated Data Mapping Map data directly onto the RightNow service data model through Oracle Policy Modeling without the need for additional configuration At-a-glance view of all mapped data 14

15 Integrated Data Mapping (Continued) Data can be used to customise the user experience or create or update incidents, contacts or any other data in RightNow. 15

16 Oracle Policy Automation Hub Integrated with Oracle Policy Modeling Manages RightNow Data Connection Full view of version history 16

17 Oracle Policy Automation Hub: Deployment Management Quick deployment and undeployment of Oracle Policy Modeling Projects Full visibility of deployment history Seamless transitions for live users 17

18 and lots of other features! Translations Document Generation (Forms) 18

19 Agenda Introducing Oracle Policy Automation Cloud Service Overview of Capabilities New Features in August 2013 Further contacts 19

20 Provide Tailored Interview Experiences Custom Controls CAPABILITY HIGHLIGHTS Override any input control: Input controls can be overridden to collect data in any way Customize the content: All current interview data is passed to your URL, which returns the control HTML Sample files provided: Sample files are provided that can be hosted as Customer Portal pages (PHP) KEY BENEFITS Provide intuitive service experiences, by tailoring the appearance and behavior of how data is collected Leverage existing skills and infrastructure to quickly and easily deliver scalable and reliable customizations Upgrade seamlessly to new product versions, avoiding complex and expensive compatibility testing and accelerating the pace at which new features can be used 20

21 Configure Interviews for Every Context Responsive Interview Design Capability Highlights Device-optimized navigation: On mobile devices, interview navigation is automatically shown in a more compact form Adaptive appearance: Control whether header, footer and progress stages appear for embedded (iframe) interviews Easily configurable interview styles: Styles, messages and formats can now be tailored through an easy-to-use interface Key Benefits Provide an optimal experience on every device so every customer successfully completes each service interaction Deliver multiple channel interviews from a single source with minimal effort Easier and faster to configure desired interview appearance 21

22 Understand How Every Decision Was Reached Explanations CAPABILITY HIGHLIGHTS Show an explanation control on any interview screen, to show why a decision has been made Explanation is explored by the user to drill into the policy reasons for any decision, calculation or advice Automatic substitution personalizes the advice with family member names or other data KEY BENEFITS Reduce appeals with clear explanations of how decisions are being made Improve satisfaction through confidence in the decision making process being used Process more cases by ensuring agents have fast access to detailed decision information 22

23 Ensure Only Humans Submit Service Requests CAPTCHA Control CAPABILITY HIGHLIGHTS Insert a CAPTCHA test at any point in an interview, that must be answered correctly to continue Control whether the CAPTCHA is shown using any visibility rule Automatically provide both image and audio versions of the challenge phrase KEY BENEFITS Prevent automated bot responses to eliminate unnecessary work for agents Keep satisfaction high by hiding CAPTCHA for trusted users Adhere to accessibility requirements 23

24 Model Policies Faster Rule Assistant CAPABILITY HIGHLIGHTS Popup rule editor provides real-time assistance with writing rules in Microsoft Word Automatically filtered list allows users to easily choose relevant rule elements Create new or restructure existing rules KEY BENEFITS Easier to learn how to write accurate policy rules Eliminate errors caused by using incorrect field names, functions, and logical structures Rapidly create and update rules, for beginner through to expert Policy Modelers 24

25 Accelerate Delivery of Service Experiences Interview Debugger CAPABILITY HIGHLIGHTS Test interview behavior and appearance without uploading to the Hub Identify the root cause of screens and controls not behaving as needed Preview interview appearance in any language to check screen translations are correct Create test cases directly from the debugger KEY BENEFITS Find and fix issues faster by using powerful and intuitive tools even when not connected to the cloud Perform rapid iterations to test and improve the user experience by trying out real world scenarios 25

26 Empower Non-English Speaking Policy Experts Rule Languages and Regions CAPABILITY HIGHLIGHTS Choose the regional formatting to use for number and currency in rule documents and the debugger Translated user interface for Hub and Policy Modeling available in every parser language New rule parsers for Chinese (Simplified), French, Spanish, German and Dutch KEY BENEFITS Empower policy experts to model and review rules in the language of the policy source material Eliminate errors by modeling in your preferred language, numeric and currency formats 26

27 Engage Stakeholders to Maximize Policy Quality Spreadsheet-based Testing and What-if Analysis CAPABILITY HIGHLIGHTS Create and maintain policy test cases in one or more Excel workbooks Run test cases at any time to check quality of recent rule changes Keep, compare and analyze results across policy model versions KEY BENEFITS Quickly maintain and update test cases in familiar business-friendly documents Leverage standard Excel features to import and generate test data and to report on results Easily share and review test cases and policy outcomes with business experts 27

28 Easily Maintain Seamless Experiences for the Oracle Service Cloud Enhanced RightNow Data Mapping Options CAPABILITY HIGHLIGHTS Automatically populate a list of choices from existing RightNow lists such as products and status Make loading data optional at the start of an interview Load and display data at end of interview, such as a linked incident reference number Contact s and Phones can now be updated KEY BENEFITS Simplify interview maintenance by sharing a single definition for both creating and updating incidents, for example Provide more seamless self-service experiences within the Oracle Service Cloud 28

29 Agenda Introducing Oracle Policy Automation Cloud Service Overview of Capabilities New Features in August 2013 Further contacts 29

30 Where to get more information Overview Policy Automation: Oracle Cloud Service: Forums Policy Automation: RightNow: Documentation Policy Automation User Guide: RightNow User Guide and more: 30

31 Social Media Keep in Touch!