oracle service cloud vision and roadmap

Oracle Service CloudVision and Roadmap

Copyright © 2014 Oracle and/or its affiliates. All rights reserved.

November 2014

Agenda

Market Challenges

Vision


Roadmap

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,


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.

THE TOP TRENDS IN MODERN

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. 4© 2014 Forrester Research, Inc. Reproduction Prohibited

THE TOP TRENDS IN MODERN

CUSTOMER SERVICE

Customers Expect Great Service With Less Effort

Customers Say

71%


Source: Customer Experience Online Survey, 2013

valuing their TIME is the mostimportant thing a company can

do to provide good service

Customers Are Interacting Over Many Channels

Telephoning a company and speak to an agent73%

73%

Help or frequently asked questions (FAQs)

on a company’s website 57%

67%

Sending an email to customer service56%

58%

Instant messaging/online chat with alive person43%


Instant messaging/online chat with alive person30%

43%

Click-to-call 33%

Online forum or community with other customers23%

32%

Screen sharing 30%

Virtual agent 28%

Sending mobile/SMS message to the

company requesting assistance24%

Contacting a company using Twitter11%

22%

2012

2009*

Base: US online adults who have used any customer

service method in the past 12 months

* US online adults who have used any customer service

method in the past 12 months (multiple responses

accepted)

Source: North American Technographics Customer Experience Online Survey, Q4 2012 (US)

Social

Web

Customers Are Crossing Engagement Channels

Browse

Community

Forum

Browse A

Company

Website

Tweet About A

Company


Web

In Person

Phone

Mobile

Browse

Facebook Page

Email A

Company

Service Agent

Navigate an IVR

On A

SmartphoneReceive Info Via

SMS

Transfer To

Service Agent

Visit An

In-Store Sales

Agent

Customers Are Deeply Mobile Enabled


Source: North American Technographics Online Benchmark Survey (Part1), 2013

Laptop Desktop Smartphone Tablet

Millennials 82% 58% 70% 39%

Total US* 71% 69% 52% 32%

BASE: 19,320 US online adults (ages 18 to 33)

*Base: 61,104 US online adults (ages 18+)

Adopt A Mobile Mindset For Customer Service

Customers Say

45%


Source: Accenture Global Pulse Survey, 2013

offering a better service option via mobile would have made a difference in their decision to switch

PHONE

Keep Customers In The Loop

IVR SMS Social E-mail Web Chat


February 2012 “Update 2012: Proactive Outbound Notification Saves Money”

Savings on carrier costs Lower costs for agents Less infrastructure

• Decreased number of calls

• Fewer incoming lines

• Reduced long distance charges

• Fewer agents

• Lower overhead & training

• Lower recruitment costs

• Fewer space requirements

• Fewer support staff

• Support for green initiatives

Connect Knowledge Across All Touchpoints

@

eMail Phone Forums

SocialSearch


Self-Service Co-browse

FeedbackChat

Agenda

Market Challenges

Vision


Roadmap

Make It Easy To:

Become A Modern Customer Service Organization

ENGAGE

GET GOING

GET AHEAD

• ENGAGE YOUR CUSTOMERS: Making it easy for your

customers to engage with your brand at anytime.

• EMPOWER YOUR EMPLOYEES: Making it easy for

your agents to consistently service the need of customers


ENGAGE

EMPOWER

ADAPT

GET BETTER

• ADAPT YOUR BUSINESS: Making it easy to adapt

continuously to the changing needs of the business

ORACLE ROADMAP TO MODERNTM

How Do You Get There?Track Your Maturity.

GET AHEADGET AHEAD

MODERN CUSTOMER SERVICE

3. PERSONALIZED ENGAGEMENTMoving from anonymous Moving from anonymous service, service, to to personalized personalized

segmented engagements, segmented engagements, that can connect to a CX Strategy.that can connect to a CX Strategy.

3. PERSONALIZED ENGAGEMENTMoving from anonymous Moving from anonymous service, service, to to personalized personalized

segmented engagements, segmented engagements, that can connect to a CX Strategy.that can connect to a CX Strategy.{Profit Center}


GET BETTERGET BETTER

GET GOINGGET GOING

2. CONSISTENT ENGAGEMENT2. CONSISTENT ENGAGEMENTMoving from silo systems for agents to engage, to unified systems for Moving from silo systems for agents to engage, to unified systems for

consistent and relevant service quality on every channel.consistent and relevant service quality on every channel.

1. MULTIPLE ENGAGEMENT 1. MULTIPLE ENGAGEMENT Moving from limited silo channels, to multiple channels of choice for customers Moving from limited silo channels, to multiple channels of choice for customers

to connect on any deviceto connect on any device.

0. SILOED ENGAGEMENT0. SILOED ENGAGEMENTIntroducing single or silo channels to connect with customersIntroducing single or silo channels to connect with customers

{Cost Center}


Create Your Blueprint Roadmap To Modern

GET GOING GET BETTER GET AHEAD

Provide Multiple

Standardize Service

Across All Channels

Personalize Customer

Unify All Customer

And Business Data Empower Customers

With Self-Service


Enable Customers

To Help Each Other Become The Leader

In Service Excellence

Provide Multiple

Choices Of Channels

Connect All Silos

Of Knowledge

Innovate New

Ways To Engage

Personalize Customer

Engagements


Modern Service Cloud Vision: Service Everywhere

Engage Customers Empower Agents Adapt Quickly


Mobile is the Initiation Point

Extend Self-Service into Every

Channel

Make Switching Channels

Easy

Engage Customers

Provide a complete view of

the customer

Drive Resolution Process

Eliminate Manual

Integration

Empower Agents

Understand the Customer

and their Issues

Prevent the Preventable

Get Your Customers

Involved

Adapt Quickly

Agenda

Market Challenges

Vision


Roadmap

Oracle Service Cloud Recent Releases

November 2013 February 2014 May 2014

Released

• Page Peak • Assets & Entitlements • Experience Routing


Oracle Confidential – 1

• Page Peak

• Mobile Agent iPhone App

• Assets & Entitlements

• Dynamic Forms

• Enhanced Policy Modeling Tools

• Experience Routing

• Self Service for Siebel

• Social Cloud Integration

• Enhanced Smart Client

Roadmap

Web Customer Service

• Experience Routing optimized

assignments

Cross-Channel Contact Center

• Incident Collaboration (OSN)

Current Release

Aug 2014

Current Release

Aug 2014


Policy Automation

• Interview enhancements

• Modeler enhancements

• Compliance enhancements

• Deployment management

Platform

• Managed ODBC/JDBC Connection

• Email API

Note: This roadmap highlights our cloud-based functionality. Please see additional product family specific roadmaps for Applications Unlimited details.

Cross ChannelContact Center

KnowledgeManagement

Web CustomerService

PolicyAutomation

Field ServiceEngagement


Service Cloud Platform


Email SupportSelf-Service Integrated KnowledgeMobile Self-

Connected, Engaging & Personal


Email SupportComplete Email

Response Management

Live ChatIndustry Leading Chat

& Proactive Chat

Self-ServicePixel Perfect Support

Sites and Widgets

Social Self-ServiceLeverage the Power of

Customer Knowledge

Smart EngagementGuides & Troubleshooters

Integrated KnowledgeSingle Knowledgebase Across

All Channels

Mobile Self-

ServiceGlobal Device Support

Co-BrowseIn Depth Agent

Assistance

Web Customer Service 2014 Roadmap

MAY 2014

Chat

• Experience Routing

Customer Portal

• Self-Service for Siebel

AUG 2014

Chat

• Experience Routing Optimized

Assignments


• Self-Service for Siebel

May 2014 Experience Routing

• Skill definitions: Associate skill competencies to agents

• Advanced skills-based routing: Assign chat sessions to best available agent

• Enhanced queue prioritization: Provide VIP treatment and manage traffic spikes

Capability HighlightsProduct Category

Mobile PC

Smart 1

Pad NoteBk

UltraBk

Activate Upgrd Issues

OS

App

Wifi

4G

ENG

SPN

FRN

Language

Phone

Product Category

Mobile PC

Smart 1

Pad NoteBk

UltraBk

Activate Upgrd Issues

OS

App

Wifi

4G

ENG

SPN

FRN

Language

Phone


• Maximize agent efficiency by aligning customer need to agent skill and availability

• Increase customer satisfaction by providing the most qualified resource to a given interaction

• Simplified queue administration: Product skills, language skills, and queue priorities are evaluated to optimize routing

Key BenefitsSmart 2

Smart 3

Desktop BluThSmart 2

Smart 3Smart 3

Desktop BluTh

Back to Highlights


Optimize Agent Assignments

CAPABILITY HIGHLIGHTS

• Optimize Agent Utilization when assigning chats

• Queue Performance by Profile Report

• Trending Reports on queue/skill traffic, performance and agent workload mix

KEY BENEFITS

AUG 2014: Experience Routing Enhancement


KEY BENEFITS

• Improve chat agent responsiveness and productivity by evenly distributing workload

• Better understand how traffic from a chat queue is handled by different agent groups

• Detect trends in changing skill and staffing requirements


KnowledgeManagement

Web CustomerService

PolicyAutomation




Unified Desktop Case Management Integrated KnowledgeMobile Desktop

Contact Center

Adaptable, Unified, Empowering


Unified DesktopIntegrate Applications

to a Single Desktop

Telephony ControlMedia Control Toolbar &

Screen Pop

Case ManagementIntelligent Queuing & Routing,

Escalation & Responses

Guided ResolutionInteraction Workflow & Agent

Scripting

Social EngagementSocial Customer Profiles &

Monitoring

AnalyticsRole Based Reports

& Dashboards

Customer

EngagementCustomer Feedback &

Proactive Communications

Integrated KnowledgeSingle Knowledgebase Across

All Channels

Mobile DesktopAnywhere, Anytime

Cross-Channel Contact Center 2014 Roadmap

MAY 2014

Agent Desktop

• Enhanced UI Performance

• Updated look & feel

Social Monitor

AUG 2014

Collaboration

• Collaborate on Incidents

• Prioritize conversations

• Collaboration on Desktop,

Web, and Mobile


Social Monitor

• Enhanced Social Cloud

Integration

Mobile Agent App

• Themes

Feedback

• Mobile optimized surveys

Analytics

• Report search dialog

enhancements

Web, and Mobile

MAY 2014: Enhanced SmartClientFlexible & Faster User Interface

• Updated UI themes and fonts

• Enhanced UI performance with faster response time and reduced memory consumption

• Movable controls that allow an agent to arrange the desktop to suit personal preferences

• Usability enhancements such as sub-tab grouping and inline filtering in menu fields

Capability Highlights


• Improve agent productivity with near instantaneous rendition of layout regardless of the number of desktop rules & workflow complexity

• Streamline the user experience with sub-tab grouping and easier to use menus

• Personalize the agent experience by enabling agents to position UI controls for individual work preferences

Key Benefits

Back to Highlights


Harness Expertise Across Your Organization


• Collaborate in context of an incident between agents and subject matter experts

• Prioritize conversations by Incident severity or time to SLA

• Access collaboration through mobile devices, Outlook, and web browsers to participate in conversations

AUG 2014: Incident Collaboration


conversations

KEY BENEFITS

• Get the right answer by tapping into knowledge of experts around the company without leaving the Agent Desktop

• Focus collaborators on the most important items first

• Accelerate collaboration by extending collaboration across interfaces and devices


KnowledgeManagement

Web CustomerService

PolicyAutomation




ExtensibilityAgent CustomerIntegration


Flexible, Scalable, Reliable


ExtensibilityExtend Applications to

Meet Business Needs

Agent

Experience DesignConfigure the Desktop to

Improve Agent Effectiveness

Customer

Experience DesignEnsure Brand Consistency

Across Channels

IntegrationOpen, Standards-Based

Integration Technologies

Cloud DeliverySecure, Reliable,

Redundant

Connected CX SuiteSales, Marketing,

Commerce, Social

Site & Operations

ManagementMonitor, Test & Control

Global Scale34 Languages

9 Hosting Centers

Platform 2014 Roadmap

MAY 2014

Integration

• ROQL enhancements

Extensibility

AUG 2014

Integration

• Email API

• ROQL scalability improvements

• Managed ODBC Connection


Extensibility

• Business Rules –

Invoke Object Event Handlers

• Managed ODBC Connection

Extensibility

• Remove menu-only Custom

Objects limits


Enhanced API CapabilitiesAUG 2014: Email Mail API for PHP


• Managed PHP Email API: Allows multi-part email (text, html, w/attachments) to be created and sent

• API called from server side scripts triggered from an object event handler or Customer Portal


KEY BENEFITS

• Enable notification when custom applications need to notify someone of a problem. Not designed for bulk or marketing emails.

• Enable outbound integrations that pass data to other systems using email

• Removes upgrades barrier by eliminating the need to ‘whitelist’ an internal email API


Open Integration and ExtensibilityAUG 2014: Added API support for ‘Distribution Lists’ & Deleted Objects


• Distribution Email List : Ability to read members of administratively defined email lists

• ROQL ‘Deleted Records’: Ability to query if a record was deleted

KEY BENEFITS


KEY BENEFITS

• Leverage distribution list members for sending emails via APIs

• Synchronize integrations with external sources by determining if a particular Service Cloud record ID was deleted


ROQL Scalability ImprovementAUG 2014: Public API Enhancements


• Improved scalability for ROQL queries, ability to return more than previous10K rows per query limit(production=20K, reporting=100K)

• Ability to determine the row query limit for a site via ROQL information query


KEY BENEFITS

• Improved scalability for data extract queries


Support Oracle ODBC & JDBC DriversAUG 2014: Connect ODBC and JDBC Drivers


• Support ODBC and JDBC drivers to read all data in the connect common object model

• Availability *

- Client-side driver available for purchase from 3rd party partner


KEY BENEFITS

• More easily integrate to Service Cloud data using industry standard drivers

* Requires purchase of DataDirect client-side drivers from Progress


Custom Objects EnhancementsAUG 2014: Removed menu-only Custom Object limit


• Menu-only custom objects no longer count toward Custom Object max

KEY BENEFITS

• Additional custom objects are available so customers can use them to develop custom


Additional custom objects are available so customers can use them to develop custom business logic

• No impact on existing functionality since changes are internal and require no additional steps by customers

oracle service cloud vision and roadmap

Documents

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customer service method

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online forum

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