MODERN CUSTOMER SERVICE Engage Customers, Empower Employees, Adapt Quickly

TODAY’S SERVICE LANDSCAPE

98% of customers move between devices in the same day1

60% of your agents will recommend your company2

29% of organizations say inflexible technology prevents new ways of doing business3

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THE FUTURE OF CUSTOMER ENGAGEMENT

AGENTS AREN’T EMPOWERED

REAP THE BENEFITS

Make it easy for

customers to engage with you

Make it easy to serve

customers

Easily rise to the

needs of your

business

use 3 to 4 channels to complete a single interaction4 52% of all web self-service interactions will be handled by a virtual assistant by 20155 50% of organizations that view customer experience as a differentiator offer multiple contact channels6 92%

of companies have a single system for tracking customer data7 47%

decline in first contact resolution from 2009 to 2014. Top 3 factors: ①  Incomplete processes ②  Advisor knowledge ③  System constraints & information7

of IT organizations that use cloud solutions point to cost savings8 88% of IT organizations say that cloud services have helped boost profits8 56% of organizations that saved money are reinvesting back into the business to increase headcount, boost wages and drive innovation8

62% MODERN CUSTOMER SERVICE means you

Start modernizing today: www.oracle.com/service

ENGAGE CUSTOMERS EMPOWER EMPLOYEES ADAPT QUICKLY

1.  Google™, The New Multi-Screen World, August 2012 2.  Bain & Company. Bain Brief: Who’s Responsible for Employee Engagement 3.  Oracle Global Customer Experience Survey, February 2013 4.  Ovum. “Optimizing Customer Service in a Multi-Channel World.” October, 2010 5.  Gartner, Gartner Says Organizations That Integrate Communities Into Customer Support Can

Realize Cost Reductions of up to 50 Percent, February 21, 2012 6.  Deloitte. “2013 Global Contact Center Survey Results.” March, 2013 7.  Dimension Data. “2013 Global Contact Center Benchmarking Report.” November, 2013 8.  CIO Magazine, How Cloud Computing Helps Cut Costs, Boost Profits, March 12, 2013

12%

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