Oracle Service Cloud and Oracle WebRTC Session Controller ORACLE WHITE PAPER FEBRUARY 2015
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Executive Overview Organizations with new or existing deployments of Oracle Service Cloud have a unique opportunity to leverage advanced video chat functionality to significantly enhance customer experiences on web sites. As an industry leading cloud multi-channel service and support solution, Oracle Service Cloud is complimented by the advanced voice/video chat functionality provided by the Oracle WebRTC Session Controller. By leveraging two best of breed products in a partner integrated solution organizations can increase customer satisfaction, customer spend/retention, and operational efficiencies. Introduction This paper will discuss three use cases that highlight the value of integrating Oracle Service Cloud with Oracle WebRTC Session Controller to deliver a multichannel customer service experience. The Oracle Service Cloud is a cloud-based application, which focuses on customer self-service, multichannel functionality, knowledge management and customer service agent productivity. Oracle s WebRTC Session Controller enables enterprises to offer WebRTC services (real time browser based and native mobile app audio and video communications) from virtually any device, across virtually any network with carrier-grade reliability and security. These two solutions combined provide a comprehensive solution for multichannel web customer service. Oracle WebRTC Session Controller adds value for Oracle Service Cloud With Oracle Service Cloud Customer Portal, organizations can provide a self-service portal with a powerful knowledge base and best of breed features. The addition of the Oracle WebRTC Session Controller gives the organization a powerful way to connect to browsing customers through new voice and video connections. This rich, connected experience provides the customer a unique way to develop and maintain relationships with the servicing organization and rewards self-help behavior. The Portal can predict when agent assistance will be most valuable to a web browsing customer and offer a chat to the customer. The chat request is queued to the best agent based on the relevant customer information, including the progression through the web site and knowledge base in the current session. In addition to the instant message component of the chat dialog, the customer could be offered a voice or video chat option with the agent when the session begins or after it starts. The agent provides the information to successfully complete the self-service transaction that the customer started on the web site. The customer behavior to self-serve is re-enforced with a successful outcome. The customer gains confidence that they next interaction will also be successful and the servicing organization, with a little help from an agent, keeps another satisfied customer from having to use a phone to get information. 1 ORACLE SERVICE CLOUD AND ORACLE WEBRTC SESSION CONTROLLER
Oracle Service Cloud with Oracle WebRTC Session Controller Diagram 1 The Oracle Service Cloud provides the context and intelligence to connect customers to agents through web, email, chat and social channels. The Oracle Communications WebRTC Session Controller (WSC) gives organizations the option to add video and voice connections to enrich existing customer interactions. Routing to agents is still provided by the Oracle Service Cloud, while the WSC provides the video and voice media session control to agent desktops. Use Cases In this section, we will explore use cases. In each use case we will be addressing a different business problem. These use cases are intended to provide examples of what is possible, but the integration possibilities between Oracle Service Cloud and Oracle WebRTC Session Controller are not limited to what we have defined below. Use Case #1 Cable company offers enhanced self-service for self-installation A cable company was looking for a self-service customer portal that could be deployed quickly and that would also allow them to integrate a voice or video call option from within the self-service web customer experience. The portal would allow customers to search the knowledge base for answers to common problems related to the selfinstallation process. In this example, the customer has encountered a problem with installation. After completing a search of the knowledge base on the company web site and not finding an answer, the customer is given the option of starting a web chat with an agent. The agent has a list of all pages and articles the customer has viewed as the chat starts. The agent has the option of offering another article, a voice call, or video call. In this example, a video call is offered and accepted. The video call allows the customer to use their mobile phone as a remote troubleshooting device and show the agent the back of the cable box and the connections. The agent quickly advises the customer on correct connections and resolves the customer issue. This phone, text chat or video chat option drives up first call resolution and customer satisfaction. Business Challenge» Find a customer portal solution that was easy to deploy and would provide a modern customer experience, which their customers have grown to expect.» Implement a self-service strategy that would streamline installation for both customers and the service provider and that would save time and money for everyone.» Address limited availability of their IT staff to maintain the software and hardware in support of a portal. 2 ORACLE SERVICE CLOUD AND ORACLE WEBRTC SESSION CONTROLLER
» If possible, reduce the number of service calls they were receiving. In particular, they noticed there were often an excessive number of calls back and forth between the agent and customer to solve a request. They needed the option to offer click-to-call to some, but not all customers. Business Value» Eliminates truck rolls and associated costs» Increase the value of your current Oracle Service Cloud investment by quickly implementing a robust scalable audio/video browser call solution that improves customer satisfaction and reduces your costs» Provides an innovative expansion/augmentation strategy for existing Oracle Service Cloud customers» Reliable communications from customer browser connections into agent network sessions» Interoperable from any WebRTC-capable device (desktop, mobile, tablet) to any next gen network» Built in customer security management with highly available, secure network session management Customer Value» Convenience: customer can now do a self-service install on their schedule» A seamless, rich, connected experience that resolves the issue with the first interaction.» Self-service tools that successfully resolve issues and train the customer for future inquiries.» Choices for the customer at every step: Another knowledge base article? A voice chat from the browser? A video chat from the browser? All built to give the customer the resources needed in the most comfortable mode. Use Case #2 Online shoppers receive timely assistance and complete more purchases Agent assistance at the right time in the shopping process can help convert potentially abandoned carts to closed sales, driving up revenue and increasing customer satisfaction. A customer has placed a number of high value items in an online shopping cart and then pauses to determine the best size to purchase for one of the items that has been placed in the cart. The shopper checks reviews and other product descriptions, but does not find information on the sizing of an item. The customer pauses to reconsider the purchase of this item and the others in the cart. The Service Cloud portal proactively monitors the activity of online shoppers with items in carts and the level of customer frustration indicated by a slowdown in mouse movement, keyboard activity, or moving the mouse towards the address bar. Business rules to monitor carts with a value of $500 or any value can be set, and if there is any indication of customer frustration, they can be invited to a chat session. As the shopper is invited to a chat, they are placed in queue with an agent. The agent can see the items in the cart and ask if some additional information would be helpful. If web chat is not satisfactory the agent can offer a voice or video call for a more personal connection. The agent provides the information about the sizing of the items to purchase and ensures that the correct sizes are in the cart. The issue is successfully addressed and the agent has the opportunity to suggest some additional items. The shopper completes the transaction and the items are purchased. Business Challenge» A high number of abandoned carts with high value items and wanted to increase the percentage of revenue from web only shoppers» A tool set that helped them selectively target and assist customers regardless of log in status 3 ORACLE SERVICE CLOUD AND ORACLE WEBRTC SESSION CONTROLLER
» Customer expectations that the web shopping experience would be as good as the catalog/phone experience Business Value» Decreased number of abandoned carts and increased percentage of web sales» Ability to laser focus on assisting high value customers» Increase the value of your current Oracle Service Cloud investment by quickly implementing a robust scalable audio/video calling solution that increases revenue and customer satisfaction Customer Value» A seamless, rich, connected experience that resolves the issue with the first interaction» Self-service tool that successfully resolves issues and trains the customer for future inquiries» A satisfying web shopping experience that gives the customer exactly what they want Use Case #3 Private banking with flexibility and a personal touch A web-based application enables a banker to meet face to face with high net-worth clients. Meetings over video may be even better than face to face meetings. The client may choose the time for the meeting and be anywhere, the banker has all client and other important information ready to review with the client. Other subject matter experts can join the call as needed. During the meeting the banker may review and share any information related to the account status of accounts by co-browsing with the client. The client or the banker can circle or markup documents making the meeting even more productive. The banker can also review and offer new products and services. Video meetings between a private banker and a client result in higher client satisfaction and help build and maintain trust and loyalty. Business Challenge» An easy to learn, easy to use application that helps maintain relationships with high value clients» Increase the number of clients for each private banker with no decrease in customer satisfaction» Deliver a web-based experience that was as good as or better than an in person meeting Business Value» Eliminate the need to provide a private banker at numerous branch locations» Maintain strong relationships with high net worth clients» Increase the revenue from each client over time» Increase the value of your current Oracle Service Cloud investment by quickly implementing a robust scalable audio/video calling solution that increases revenue and customer satisfaction Customer Value» A seamless, rich, connected experience that allows them to meet with their banker at any time or place» Review accounts in real time and discuss products and services» Choices for the customer at every step: Additional research on a new company? Real time modeling of portfolio based on market conditions? A closer look at a foreign market? The customer receives a customized meeting experience each time they meet with their banking professional. 4 ORACLE SERVICE CLOUD AND ORACLE WEBRTC SESSION CONTROLLER
Conclusion Oracle WebRTC Session Controller adds a rich voice/video chat option to new and existing Oracle Service Cloud deployments. Oracle Service Cloud and Customer Portal Self Service offer customers a self-service mobile, multichannel functionality such as chat, email and co-browse as well as knowledge management and agent productivity tools. By leveraging Oracle WebRTC Session Controller with Oracle Service Cloud in an integrated model, customers can achieve a state of the art multichannel service management solution process, reduce costs, and streamline the IT environment. Various factors, such as software application features in use, specific data setup and integration needs, and technical methodology preferences all influence each customer s unique integration requirements. Given those variations, this white paper illustrates best-practice concepts in a model that can be leveraged as a guideline for any customer undertaking an integration project. About Oracle Service Cloud Oracle Service Cloud Service enables companies to provide a premium Web experience that delivers proven results, including higher customer satisfaction, increased conversion, and improved efficiency. It provides a way to engage customers before they abandon their purchases and also assists website visitors who are having problems solving service issues on their own. Sessions can be initiated by customers or triggered proactively, based on company-defined rules. With the Oracle Service Cloud, you can change your approach to web customers for a better result. About Oracle WebRTC Session Controller The Oracle Communications WebRTC Session Controller is a carrier-class WebRTC service enabler that lets businesses extend UC and contact center communications to any user with a Web browser or native mobile application. Based on field proven technologies from the Oracle family of enterprise communications solutions, the Oracle WebRTC Session Controller enables rapid deployment of innovative WebRTC applications that span devices and networks. The comprehensive solution includes robust signaling and media engines for interworking the Web and SIP domains and extensible software development kit (SDK) for accelerating client development. 5 ORACLE SERVICE CLOUD AND ORACLE WEBRTC SESSION CONTROLLER
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