Multichannel Service Interactions (PDF)

Copyright © 2015, Oracle and/or its affiliates. All rights reserved.

Multichannel Service Interactions Meeting Your Customers’ Channel Expectations

Scott Seebauer Senior Director Product Management Oracle Service Cloud Monty Deckard Manager Business Applications Bass Pro Shops April 2, 2015


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.

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1980s 1990s 2000s 2010s

Empowered Customers

Digital is Humanized

Knowledge Everywhere

Internet of Things

Mobile as Primary Channel

Cross-Channel Service

WHAT’S NEXT

The growing use of online channels and smart devices creates additional complexity for customers to navigate, and challenges for businesses to support.

Growing Adoption Of Channels And Devices

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Customers Expect Evolution

Access on their terms

Consistent information

A clear path to an agent

Know the facts about them

Don’t make them repeat

Access to their peers

On Every Channel

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Monty Deckard

Evolution of Channels Phone since 1974 Email introduced late 1990’s Chat started in 2005 Proactive Chat in 2012 SMS coming in 2015

http://www.basspro.com/

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Give the customer the options for contact and let them choose the channel that they are most comfortable utilizing Average interactions per channel Phone 72% Chat 22% Email 6%


Just because you have a lot of channels doesn’t mean you want to point to them all. Guide the customer to the method that best fits their needs and the abilities of the channel. Also consider the cost of the channel when presenting them to the customer.



Oracle Confidential – Internal/Restricted/Highl

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Bass Pro has strategically placed the channels in order based on what action we want the customer to take. That’s not a typo; chat is listed twice for a reason.


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For questions and issues stemming from our website; we have found that Chat is the easiest way to help the customer. We can utilize cobrowse to resolve issues and help the customer find information they could not on their own. Our chat associates are more technically inclined than our phone associates and can help resolve tech issues quickly.


Copyright © 2015, Oracle and/or its affiliates. All rights reserved. 13

Modern Customer Service

Cross-Channel Service

Engage Customers

Make it easy for customers to engage with your brand

1 2 Empower Employees

Make it easy to serve customers

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Adapt Quickly Easily adapt to the changing needs of your business


Topics

• Proactive Engagement and Connected Transition

• Cobrowse

• Telephony Integration

• Universal Queuing

• SMS

• Video


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Customer & Agent Engaged

Seamless Transition The TOOLS to provide a Successful INTERACTION Journey

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Knows exactly where the customer is on the portal

Agent sees the work the work the customer did to

serve themselves

Understands any recent issues and customer

disposition

Joins the Customer in real time to solve the problem

Sees important data provided by the customer, no repeating

Inform Engage Review Join

Customer provides information on relevant products

Customer reviews a page and stalls

Customer navigates through web site

Customer is offered help


Customer & Agent Engaged

Seamless Transition The Key to a Successful Customer Journey

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Knows exactly where the customer is on the portal

Agent sees the work the work the customer did to

serve themselves

Understands any recent issues and customer

disposition

Joins the Customer in real time to solve the problem

Sees important data provided by the customer, no repeating

Inform Engage Review Join

Customer provides information on relevant products

Customer reviews a page and stalls

Customer navigates through web site

Customer is offered help

Context Capture

Page Peek

Visitor Browser History

Co-browse


Engagement Engine

• Proactive Engagement

• Page Peek

• Visitor Browser History

• Custom Variable Capture

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Engagement Engine - Proactive Engagement Popular Business Objectives & Related Rules

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• Know Your Customer: Automatically pass a Loyalty Number to the Agent

• Offer Superior Assistance: Retain visitors who input an expired promo code at checkout

• Target High Value Carts: Engage visitors who have over $499 in their cart

• Reduce Abandonment: Fend off abandonment by visitors idle on a page for 30 seconds


Engagement Engine

• Deployment

– Single tag deployment in page footer

– Processes rules after page load complete

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<script type="text/javascript" src="//static.atgsvcs.com/js/atgsvcs.js"></script> <script type="text/javascript"> ATGSvcs.setEEID('<customer_id>'); ATGSvcs.ESTARA_HOST = 'as00.estara.com'; // PagePeek Support (function() { // Enable EE driven widgets var l = '<customer_domain>',d=document,ss='script',s=d.getElementsByTagName(ss)[0]; function r(u) { var rn=d.createElement(ss); rn.type='text/javascript'; rn.defer=rn.async=!0; rn.src = "//" + l + u; s.parentNode.insertBefore(rn,s); } r('/rnt/rnw/javascript/vs/1/vsapi.js'); r('/vs/1/vsopts.js'); })(); </script>


Cobrowse

• Enhance Chat to guide the consumer and understand their issue

• Bring Voice customers to the Portal and teach them to self serve

• Combine all tools to address inquiries in the most efficient way possible

Get Agents And Customers On The Same Page

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Cobrowse

• Instant Cobrowse

– Agent views content of consumer web session

– Only tagged pages are shared

– Configurable field blocking

Flexible modes of operation

• Advanced Cobrowse

– Access to all desktop content

– Access types – Browser, URL, domain

– Applications

– Fields

– Permission Options – View Only

– View and Point (labeled pointer)

– View and Guide (no clicks)

– Remote Control (keyboard and clicks)

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Cobrowse

• Tags deployed in Global Header or Footer

• Configurable launch point options – Hover or Button

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<script type="text/javascript" src="https://17be418f2dd110f26041-

631cc621b1140045e77e413cd09d5315.ssl.cf2.rackcdn.com/llscripts//launcher.js"></script>


Mobile

• Chat

– Browser - Mobile Customer Portal Reference Implementation (Mobile Page-set)

– Native App - SOAP API’s for application embedding

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• Cobrowse

– Browser - Instant cobrowse

– Native App - Native IOS Support


Computer Telephony Integration (CTI)

• Desktop Automation provides a 10-15% decrease in Average Handle Time

• Data transfer provides a Connected Consumer Experience

• Simplified Agent Training with a single interface

ACD IVR CTI Adaptor Service Solution


Multi-Channel Toolkit for Oracle Service Cloud

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• Accelerator for channel integration efforts

• Extensible reference media bar and implementation

• Baseline for customers and partners when integrating to a CTI, ACD or other channel platform



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Communication Partners for Oracle Service Cloud

CTI Framework Providers

Enterprise ACD Enterprise ACD Providers Cloud ACD Providers

CTI Framework Cloud ACD

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Universal Queue (UQ)

• Unified routing management via Third party ACD

• Unified Analytics and Workforce Management

• Consistent Agent Interface across Channels

ACD Routing Engine

Queue Adaptor Service Cloud Media Queue

CTI Adaptor Service Cloud Integrated Desktop

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Universal Queue

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Polling Loop

Chat Assignment

Agent State


SMS

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Service Solution Chat Services SMS Connector SMS


Your Browser is Ringing!

• Extends browsers with audio/video, no download or plug-in required

• Mobile support maintains live session while moving between 4G, WiFi, 3G, etc mobile networks

• Native mobile app support with iOS and Android

Set-Top Box Telemedicine Console Kiosk Mobile/Computer

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WEB

EX

PER

IEN

CE

CH

AN

NEL

S

WebRTC Modernizing the Web Experience

AGENT

Video | Voice

CU

STO

MER

Routing

Proactive and Syndicated

Video/Voice Media

Chat

Social Cobrowse

Web Email

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On Premise or Customer Cloud


Oracle WebRTC – Video and Voice Concept

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Questions?

Multichannel Service Interactions (PDF)

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