Automating Your Contact Center

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1 Automating Your Contact Center Jens Lundell Sr. Director, Development Oracle Kent Swartz Sr. Principal Product Manager Oracle Copyright Copyright 2015, Oracle 2014 Oracle and/or and/or its affiliates. its affiliates. All rights All rights reserved.

2 Spread the Word about the Event! #ModernServExp

3 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, and timing of any features or functionality described for Oracle s products remains at the sole discretion of Oracle. 3

4 Agenda Review Tools for Automating Your Contact Center Demo of example use case Demo on how to create the use case Questions 4

5 Tools for Automating Your Contact Center Workspace Rules Desktop Workflow Agent Scripting Guided Assistance Configurable Workspaces UI Extensibility 5

6 Configurable Workspaces Configurable screens used to edit and view data Create using drag and drop controls and fields in Workspace Designer 6

7 Workspace Rules Dynamically change the UI based on context, data, or agent actions Rules can control Field/Control visibility Field/Control read-only setting Field required setting Field value Available menu items in menus etc Use rules to Enforce data integrity requirements Speed up data entry Make the UI easier to use 7

8 Agent Scripting Sequence of pages with controls and fields Branches can show different pages based on actions or data Use scripts to Ask customers a series of questions script Gather data in a step by step fashion wizard 8

9 Workflow A sequence of elements to be used instead of a single workspace Workspaces Scripts Decisions Actions Use workflow to Improve agent efficiency Automation of common tasks Break up complex workspaces into smaller, more manageable pieces 9

10 Guided Assistance Series of questions and responses Also known as Troubleshooter or Decision Tree Use guides to Guide agents to an Answer based on a series of questions When symptom can be caused by several different things and questions are required to narrow down the problem 10

11 UI Extensibility Two Developer APIs available for extending the Agent Desktop Desktop Add-Ins (.NET API) Build custom.net controls and embed inside the Agent Desktop Put in workspaces, status bar, application/file menu, navigation section, etc Can create, edit, retrieve data and automate processes Provides native look and feel integration Connect Desktop Integration (JavaScript API) Write JavaScript on a web page hosted inside a workspace Can edit and retrieve data on current workspace Great for integrating with existing web apps Try to use the built in tools if possible. If not, use the above APIs. 11

12 Yes there is overlap! Sometimes hard to know which tool to use Try out different approaches and pick the one that works best for your needs 12

13 Putting it all together - Demo 13

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15 Continue the Conversation. Oracle Service Cloud Community bit.ly/osvccommunity

16 Ask the Oracle Service Cloud Experts 1-hour, 1-on-1 sessions Palazzo Ballroom K, Floor 5 *If you didn t register beforehand, visit bit.ly/atevegas or the Reg Desk on Floor 5. First-come, first-served. Limited availability. sponsored in part by:

17 Be Sure to Attend: Contact Center Track 4:30 p.m. 5:15 p.m. in Delfino 4105 Contact Center Customer Showcase Justin Anderson, Oracle, Julia Neary, Pella Windows Join this session to see selected Oracle Service Cloud customers demonstrate how they leverage the Oracle Service Cloud contact center to deliver better customer experiences and increase agent productivity and effectiveness. Focusing on live demonstrations, learn how each customer has adapted Oracle Service Cloud to meet their unique needs and how they deliver measurable benefits to their service organization.