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Oracle, Introduzione ad Oracle Service cloudTRANSCRIPT
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.1
Oracle Service Cloud
Sergio ValerioSenior Sales Consultant [email protected] Italia
Oracle Customer Service Excellence Workshop
Offrire una Customer Service Experience multicanale eccellente per mantenere la
"brand promise".
Giovedi' 3 Ottobre 2013
OracleViale Fulvio Testi, 136 - 20092Milano, Cinisello Balsamo (MI)
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.2
Oracle Service Cloud Improving Cross Channel Customer Experiences
Unifying cross channel experiences to
strengthen customer relationships, improve resolution rates, and
increase sales
Oracle Service Cloud combines Web, Social & Contact Center experiences, for a unified cross-channel service solution in the Cloud
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.3
Web Experience
• Oracle RightNow Web Self-Service
• Oracle RightNow Intent Guide
• Oracle RightNow Guided Assistance
• Oracle RightNow Email Management
• Oracle RightNow Chat
• Oracle RightNow Co-Browse
• Oracle RightNow Mobile
Web
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.4
Social Experience
Social
• Oracle RightNow Social Monitor
• Oracle RightNow Support Community
• Oracle RightNow Innovation Community
• Oracle RightNow Self Service for Facebook
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.5
Contact Center Experience
• Oracle RightNow Dynamic Agent Desktop
• Oracle RightNow Scripting & Workflow
• Oracle RightNow Add-Ins & Custom Objects
• Oracle RightNow Agent Desktop CTI Media Bar
• Oracle RightNow Multi- Channel Solution
• Oracle RightNow App Builder Connect
Contact Center
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Engage
• Oracle RightNow Analytics
• Oracle RightNow Outreach
• Oracle RightNow Customer Feedback
• Oracle RightNow Knowledge
Engage
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Demo
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Customer
Asap SMFCustomer Portal
Self Service
Your Account
Knowledge Base
Guided Assistance
Scenario 1 – Self Service
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ASAP SMFCustomer Portal
Assisted
Ask a question
Live Chat
Contact Center Agent
Scenario 2 – Assisted
Customer
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.10
ASAP SMFFacebook Fanpage
Scenario 3 – Self Service for Facebook
Your Account
Knowledge Base
Ask a question
Customer
Self Service
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.11
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.12