in Action Modern Citizen Service Human Centric Innovation Mahmoud Zaher Sales Consultant - Customer Experience Solutions

Transcription

1 Modern Citizen Service Mahmoud Zaher Sales Consultant - Customer Experience Solutions Mahmoud.zaher@oracle.com Human Centric Innovation in Action INTERNAL USE ONLY 0 Copyright 2015 FUJITSU

2 Grace has just moved to the city and loves her new neighborhood INTERNAL USE ONLY 1 Copyright 2015 FUJITSU

3 But is shocked by the graffiti that recently showed up on her block INTERNAL USE ONLY 2 Copyright 2015 FUJITSU

4 How do I get the city to help clean up graffiti in my neighborhood? #cleanupgraffiti She would like to get the city to clean it up so she decides to tweet about it INTERNAL USE ONLY 3 Copyright 2015 FUJITSU

5 Nicole is a city311 Contact Center Agent INTERNAL USE ONLY 4 Copyright 2015 FUJITSU

6 @graceinthecity. Check out this link where you can find the information you need about graffiti cleanup She is alerted to a rising volume of tweets about graffiti in the neighborhood and replies to Grace s tweet INTERNAL USE ONLY 5 Copyright 2015 FUJITSU

7 Grace is pleasantly surprised to receive a quick reply. She clicks on the link to start the process INTERNAL USE ONLY 6 Copyright 2015 FUJITSU

8 Grace reads the article on how to report graffiti on a building INTERNAL USE ONLY 7 Copyright 2015 FUJITSU

9 She opens the complaint form, enters the location and details and uploads a picture of the graffiti INTERNAL USE ONLY 8 Copyright 2015 FUJITSU

10 She receives confirmation that her request was received by the City s Neighborhood Services INTERNAL USE ONLY 9 Copyright 2015 FUJITSU

11 John is a Field Services Worker for Neighborhood Services INTERNAL USE ONLY 10 Copyright 2015 FUJITSU

12 Grace Johnson John brings up his work orders and sees all of his tasks for the day INTERNAL USE ONLY 11 Copyright 2015 FUJITSU

13 John cleans it up and has it looking great by the end of the day INTERNAL USE ONLY 12 Copyright 2015 FUJITSU

14 Grace is impressed with the efficiency of her city government INTERNAL USE ONLY 13 Copyright 2015 FUJITSU

15 I love my new neighborhood and the new city. I made the right move! #supereasy She tweets about how responsive her new city is! INTERNAL USE ONLY 14 Copyright 2015 FUJITSU

16 She is glad to know she can return to anytime to find out details about her new city INTERNAL USE ONLY 15 Copyright 2015 FUJITSU

17 Oracle Service Cloud enables public sector entities to Engage customers with real-time, personalized, relevant advice and assistance Empower employees to deliver satisfying, multichannel service to customers Adapt quickly to new policies for consistent administration INTERNAL USE ONLY 16 Copyright 2015 FUJITSU

18 Powered By Oracle Service Cloud Oracle Policy Automation Oracle Social Relationship Management INTERNAL USE ONLY 17 Copyright 2015 FUJITSU

19 Some Thing s Have Changed Forever Channels, Devices, Technologies & Behaviors Empowered Customers Digital is Humanized 1980s 1990s 2000s 2010s WHAT S NEXT Knowledge Everywhere Internet of Things Harder To Differentiate, Compete & Win Mobile as Primary Channel Cross-Channel Service INTERNAL USE ONLY 18 Copyright 2015 FUJITSU

20 More Channels, More Choice, More Access 25% of citizens use less than 3 channels 1 channel 2 channels 3 channels 4 channels 5 or more channels *Source: Ovum Most Customers Cross Many Channels 75% of citizens use 3 or more channels INTERNAL USE ONLY 19 Copyright 2015 FUJITSU

21 Become A Modern Customer Centric Organization Engage Customers Empower Employees 1 2 Make it easy for customers to engage with your brand Modern Customer Service Make it easy to serve customers 3 Adapt Quickly Easily adapt to the changing needs of your business INTERNAL USE ONLY 20 Copyright 2015 FUJITSU

22 The Oracle CX Portfolio ORACLE MARKETING CLOUD ORACLE COMMERCE CLOUD ORACLE SERVICE CLOUD ORACLE SALES CLOUD ORACLE SOCIAL CLOUD Web Customer Service Cross Channel Contact Center Knowledge Management Policy Automation Service Cloud Platform

23 Web Customer Service Cross Channel Contact Center Knowledge Management Policy Automation Service Cloud Platform

24 Connected, Engaging & Personal Web Customer Service Self-Service Pixel Perfect Support Sites and Widgets Mobile Self-Service Global Device Support Integrated Knowledge Single Knowledgebase Across All Channels Live Chat Industry Leading Chat & Proactive Chat Co-Browse In Depth Agent Assistance Social Self-Service Leverage the Power of Customer Knowledge Smart Engagement Guides & Troubleshooters Support Complete Response Management

25 Live Agent Assistance Web Customer Service Web & Mobile Self-Service Virtual Assistant Social Self-Service Live Chat & Co-Browse Support Smart Engagement Live Chat Augment self-service with live agent assistance Deliver via web & mobile Commerce ready (PCI Compliant) Proactive Engagement Leverage real time behavior & customer history to determine when to invite customers to chat Co-Browse Enable agents to co-browse with customers when needed

26 Web Customer Service Cross Channel Contact Center Knowledge Management Policy Automation Service Cloud Platform

27 Adaptable, Unified, Empowering Contact Center Unified Desktop Integrate Applications to a Single Desktop Mobile Desktop Anywhere, Anytime Case Management Intelligent Queuing & Routing, Escalation & Collaboration Integrated Knowledge Single Knowledgebase Across All Channels Analytics Role Based Reports & Dashboards Guided Resolution Interaction Workflow & Agent Scripting Social Engagement Social Customer Profiles & Monitoring Telephony Control Media Control Toolbar & Screen Pop Customer Engagement Customer Feedback & Proactive Communications

28 Proactive Social Customer Service Cross-Channel Contact Center Case Management Guided Resolution Social Engagement Customer Engagement Analytics Telephony Control Unified Agent Desktop Mobile Desktop Social Monitor Search the social web to find customers in search of answers Identify & escalate posts to be worked as cases Post a reply to quickly solve customer issues & avoid negative sentiment Monitor Twitter, Facebook, YouTube and any social site with an RSS feed Social Profile Understand customer interests Leverage social learnings and provide personalized service

29 Web Customer Service Cross Channel Contact Center Knowledge Management Policy Automation Service Cloud Platform

30 Dynamic, Compliant & Transparent Policy Automation Dynamic Interviews Personalized Advice and Decision Explanations Rule Modeling Model, Share & Update Policy Rules Compliance Management Policy Auditing & Decision Tracking Policy Lifecycle Change Management & Deployment History Policy Services Integration APIs & Mobile Deployment Policy Analytics What-If Analysis & Reporting

31 Personalize Your Customer Interactions Policy Automation Dynamic Interviews Rule Modeling Compliance Management Policy Lifecycle Policy Services Policy Analytics Personalized Advice Provide precise advice tailored for each citizen Collect customer data more accurately and efficiently Intelligent Interviews Build and pre-fill Interviews to only show relevant data and fields Cross Channel Consistency Ensure a consistent experience regardless of channel self-service, call center, mobile, or in-person Personalized Explanations Provide documents that record and explain decisions

32 Empower Policy Experts Policy Automation Dynamic Interviews Rule Modeling Compliance Management Policy Lifecycle Policy Services Policy Analytics Natural Language Policy Capture Model rules in Word and Excel Share easily with any policy expert Intuitive Interviews Design interview layout and organize interactive advice screen Policy Debugging Test before deploying Built-in Data Mapping Out of the Box Integration to Oracle Service Cloud Easily map to data in other systems

33 Build Trust Through Transparency Policy Automation Dynamic Interviews Rule Modeling Compliance Management Policy Lifecycle Policy Services Policy Analytics Policy History Tracking Empower agents to explain why a decision was made Avoid citizen complaints Handle New Obligations Easily manage changes using the structure and wording of the source material Decision Audit Reports Empower auditors with detailed explanations of how each rule was applied for every citizen decision View easily in a report

34 Reduce the Complexity of Policies Policy Automation Dynamic Interviews Rule Modeling Compliance Management Policy Lifecycle Policy Services Policy Analytics Policy Quality Leverage built-in quality tools to ensure policy changes converge quickly Multi-language Support Create policies in your customer s preferred language with streamlined translation management Seamless Collaboration Collaborate between stakeholders Avoid conflicts Share changes Deploy the latest policies quickly

35 Deliver Consistent Policies Policy Automation Dynamic Interviews Rule Modeling Compliance Management Policy Lifecycle Policy Services Policy Analytics Easy to Integrate Integrate decision making with standard APIs to other applications or processes Deliver consistency across legacy and cloud architectures Mobile Ready Deploy interviews to mobile devices Deliver policies to all parts of your organization

36 Understand the Impact of Policy Changes Policy Automation Dynamic Interviews Rule Modeling Compliance Management Policy Lifecycle Policy Services Policy Analytics Understand Impact of Revisions Easily analyze new or changes policies View the impact as it relates to each of your citizen prior to changing Policy Refinement Analyze and adapt policy outcomes to avoid unexpected results Provide feedback to policy makers What-if Analysis View potential policy outcomes and impacts See outcomes side-by-side

37 Oracle Policy Automation Mobile App

38 Web Customer Service Cross Channel Contact Center Knowledge Management Policy Automation Service Cloud Platform

39 Intelligent, Insightful, Everywhere Knowledge Management Content Authoring Creation Workflow, Versioning & Security Search Context Sensitive & Self-Learning Guided Knowledge Context Driven Guides & Troubleshooters Social Knowledge Combine Company Knowledge With Community Knowledge Analytics KPIs, Usage & Effectiveness Authoring Collaboration Peer-Assisted Answer Creation Integrated Knowledge Single Knowledgebase Across All Channels & Oracle CX Smart Assistant Best Answer Suggestions Knowledge Everywhere APIs to Deliver Knowledge Where It s Needed

40 Author Once, Deploy Everywhere Knowledge Management Content Authoring Search Guided Knowledge Knowledge Analytics Integrated to Oracle CX Knowledge APIs Authoring Workflow Adhere to KCS authoring principles Collaborate with peers to create content and track version history Ensure content consistency with templates and layouts Access & Security Control visibility to knowledge articles by public, private and group access Global Scale Author and manage content across multiple languages Publish content by brand or region

41 Contextual, Self-Learning Search Knowledge Management Content Authoring Search Guided Knowledge Knowledge Analytics Integrated to Oracle CX Knowledge APIs Natural Language Search Search using full sentences to improve search context and relevancy Enable search in multiple languages with built-in multi-lingual dictionaries Self-Learning Leverage self-learning capabilities to bubble the best answers to the top Federated Search Search across multiple knowledge repositories simultaneously regardless of location

42 The Right Answer, The First Time Knowledge Management Content Authoring Search Guided Knowledge Knowledge Analytics Integrated to Oracle CX Knowledge APIs AnswerFlow Use inputs from other systems (such as a diagnostic system) to help determine the right answer Guided Assistance Provide step-by-step troubleshooting Create guides quickly and easily SmartAssistant Recommend the best answer based on a customer question Reduce inbound escalations by up to 30%

43 Insight Into Knowledge Effectiveness Knowledge Management Content Authoring Search Guided Knowledge Knowledge Analytics Integrated to Oracle CX Knowledge APIs Dashboards & Reports Gain insight into how knowledge is being used Understand which knowledge articles are successfully helping customers Track how knowledge is being authoring & published Leverage built-in Knowledge Centric Service (KCS) reports AnswerFlow Analytics Understand which paths are being followed by customers Determine how inputs are influencing answer outcomes

44 Single Knowledgebase Across All Apps Knowledge Management Content Authoring Search Guided Knowledge Knowledge Analytics Integrated to Oracle CX Knowledge APIs Integrated Across CX Access to the same knowledge regardless of application Never waste time authoring the same content twice Leverage pre-built integrations to Siebel, EBS & CX Cloud Applications

45 Knowledge Everywhere Knowledge Management Content Authoring Search Guided Knowledge Knowledge Analytics Integrated to Oracle CX Knowledge APIs Open APIs Leverage standards-based, web services APIs Access knowledge from any device or system Embedded Knowledge Embed knowledge where its needed directly in a product, appliance, game console or mobile app Use product or appliance context to pre-filter knowledge and provide relevant answers Eliminate the need to switch to a PC to find answers

46 Oracle Service Cloud Leading Industry Solution Millions of global users Thousands of customers Hundreds of best-in-class releases Leader Web Customer Service & Contact Center Magic Quadrants Winner Best Solution Provider Leader CRM Suite for Customer Service Solutions Forrester Wave Winner Best Call Center Suite Leader since 2005

47 Proven Customer Success Retail Communication s High Tech 58% of inquiries (1M) via Web 25% of chats become sales Financial Services <6 mos. launched cross-channel 2 days to hours for response Travel & Hospitality 75% service inquiries from chat 80% higher than service levels Public Sector 15-20% decrease in training time 45% drop in inbound calls 40 sites near real-time updates 90% FCR / 10% deflection Cut chat time by 25% Reduced volume by 10%

48 More Recognized Customers Than Any Other Vendor JD Power Customer Satisfaction Total Customer Satisfaction Award CRM Magazine Service Elite Award JD Power Service Champions Winner Six Consecutive Years Winner Winner 2010 Winner Winner 2012 Winner 2012 IQPC Call Center Excellence Gartner & 1to1 Media CRM Excellence Award Winners #1 Customer Experience 2014 Runner-up 2011 Winner Call Center Leader of the Year 2012 Temkin Ratings 2013 Temkin Ratings

49 Oracle Service Cloud Across Industries Communications Financial Services Consumer Goods Public Sector High Tech/Manufacturing Media/Entertainment Higher Education Travel & Transport Retail Healthcare

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51 Web Customer Service Web Self Service Social Self Service Support Live Chat / Cobrowse Smart Engagement Virtual Assistant Knowledge Management Semantic Search Content Authoring Guided Knowledge Knowledge Analytics Integrated Apps Knowledge APIs Policy Automation Dynamic Interviews, Compliance Management, Rule Modeling, Policy Lifecycle, Policy Analytics, Policy Services Platform Service Cloud Experience Management, Extensibility & Integration, Hosting & Operations Case Management Guided Resolution Customer Engagement Social Contact Center Agent Mobility Unified Agent Desktop Contact Center Cross-Channel

52 INTERNAL USE ONLY 51 Copyright 2015 FUJITSU