Prophet Contact Center Anywhere: Go To Market Sales Overview

Presentation Transcript

Prophet Contact Center Anywhere: Go To Market – Sales Overview James Owens – BDM, Specialist Sales APAC

SAFE HARBOR STATEMENT The accompanying is expected to plot our general item course. It is expected for data purposes just, and may not be consolidated into any agreement. It is not a promise to convey any material, code, or usefulness, and ought not be depended upon in settling on buying choices. The improvement, discharge, and timing of any components or usefulness portrayed for Oracle's items stays at the sole caution of Oracle.

CCA Sales Overview Who: Oracle Partners What: Oracle Contact Center Anywhere Why: Sales enablement

We emerge ! Contact Center Anywhere <Insert Picture Here> Oracle's Best Kept Contact Center Secret Customer Challenges Today Capabilities and esteem drivers Customer Success Studies Tips to help capability Questions?

Contact Center Seat Outsourcing Number of Contact Center Agents (Asia Pacific), 2000-2011 Number of Outsourced contact focus seats (Asia Pacific), 2000 - 2011 Contact Center Market: Attractive Locations Matrix (Asia Pacific), 2004 Over 2 million Contact Center Agents in APAC developing to 3 million Up to 35% of all seats will be Outsourced High development markets (IN, CN, PH, MY, ID, TH) Source: Frost & Sullivan – Assessment of the Asia Pacific Contact Center Market - 2005 http://www.enterpriseinnovation.net/article.php?id_article=335&page=3

Customer Challenges Today

Challenges inside the Contact Center Multiple sellers Difficult to incorporate Multiple databases Capital escalated Initial introduce Upgrades, moves, includes, and changes Re-mix required Communication stations not coordinated Multichannel is the truth today Lack of station combination influences consumer loyalty and dedication Complex PC communication joining (CTI) Static specialists Seamless Customer Communications Require Integrated Channels Multiple (UIs) Agents working in a few distinct applications and UIs Disjointed business forms Lack of solidified detailing

A Typical Multi-Point Solution Contact Center Source: A Comparison of All-in-One versus Multi-Point Contact Center Solutions – Dr. John Anton, Bruce Belfiore

Pressure for Change Increase operator efficiency to the benchmark 75% use Reduce immediate and aberrant expenses related with the contact focus Support dispersed specialist workforce Support numerous crusades over different time zones

Strategies to Increase Performance Increased utilization of Self Service, for example, Interactive Voice Response (IVR) Increase bolster demands by means of the internet Distribute contact focus to extra areas far from the focal center point as well as cook for telecommuters Distribute correspondence Points of Presence (POP's) to battle regions Centralize interchanges into single sensible line

Oracle Makes It Simple! Coordinated by Design Single framework Image for all media capacities Common Queue for all media sorts Multi-Media bolster worked into all channels of relational abilities based Routing for all Media sorts – Built in. Right work to the Right Agent expands operator profitability CTI Routing with Customer Information incorporated with all media Cross media client association history fixing to CRM Integrated Management, Supervision and Recording

Key Findings From Benchmark Portal A Comparison of All-in-One versus Multi-Point Contact Center Solutions Integration is rearranged , and the capacity to use the usefulness of different applications is upgraded with across the board offerings. The progressing expansion of new innovation, applications, and usefulness is fundamentally less demanding for clients who have sent an across the board arrangement versus those with multi-point items . Overall, contact focuses perceive the benefit of lessening the quantity of merchants they should manage in the organization and upkeep of contact focus innovation. Source: A Comparison of All-in-One versus Multi-Point Contact Center Solutions – Dr. John Anton, Bruce Belfiore

Introducing Oracle Contact Center Anywhere Unified and Integrated By Design UNIFIED QUEUING/CONSISTENT SERVICE ACROSS ALL COMMUNICATIONS CHANNELS/WEIGHTED SKILLS-BASED ROUTING

The Marriage of CIM and CRM Contact On Demand Contact Center gets to be distinctly normal augmentation of CRM application Delivered through all Oracle CRM applications: Oracle E-Business Suite PeopleSoft Siebel CRM OnDemand Oracle Fusion Instant PC communication combination (CTI) and multi-channel abilities Single-seller approach CRM On Demand Telcos & BPOs Oracle Contact Center Anywhere Siebel CRM 7.x or 8.x PeopleSoft HelpDesk PeopleSoft Support Oracle E-Business Suite

Why is it called Contact Center Anywhere? The framework takes interchanges FROM anyplace And courses them TO anyplace Multi-dimensional directing Multichannel correspondences Built-in IVR Built-in quality observing Instant Provisioning Multi-website or single-webpage Voice Over IP and PSTN A transporter review stage Web administrations interfaces

Oracle's Call Center Anywhere Platform Voice Voicemail Email Chat Fax IVR PBX PSTN/VoIP ACD Computer Telephony Power Dialer Predictive Dialer Recording/Monitoring Reporting CCA fills a vast opening Oracle Call Center Anywhere Platform Integrated Multi-Channel Platform (Voice, Email, Chat, Fax, and so on) Leverages Sun's Java structure and local condition Implements in months versus a long time (bring down costs) The centerpiece of Oracle's Contact Center Strategy & Fusion Architecture Sales Service Marketing Tele-Marketing Tele-Service HelpDesk Business Requirement CRM Application Integrated Multi-Media Platform Service Provider Multi-Tenant (Outsourcer) Oracle On Demand Multi-Tenant Oracle On Demand Single Tenant On-Premise Deployment Option

Customer Advantages with Oracle Redundancy Improve System Performance through 99.999% accessibility of the contact focus Improve First Call Resolution 360 View of Customer Interactions and History Single Agent Interface Cost Savings + Improved Customer Satisfaction Measure/Track Agent Performance Onsite, Remote or Work at Home specialists Expand hours of live scope Overflow to Outsourcers Multi Tenant Single framework occasion underpins whole association or convey as facilitated administration Transactional valuing Only pay for call utilization per annum, no restriction on seat or simultaneous clients Reduce Risk Time to send contact focus' can be accomplished in under 30 days

Financial Services: Insurance: Communications & Others: Education:

<Insert Picture Here> Oracle Contact Center Anywhere Qualification Questions

Who do you approach? Anybody with "client", "administration", or "support" in the title. Head Operating Officer Chief Executive Officer Tele-deals administrator for organizations who get a great deal of inbound or make outbound deals calls.

Lead Questions: How do your clients get in touch with you? Calls? Messages? Site? How viable are your specialists interfacing with your clients? How do your specialists know who is bringing in, when was the last time they called, what items do they possess, and if this is a high need client? Is it true that you are client connections enduring therefore of incoherent interchanges channels and conflicting administration? Would it profit your operators to get a screen fly with the greater part of the guests history and data. Do you right now have communication gear that courses calls to your operators in view of directing principles? Would that profit you? What about the capacity to line calls until the following accessible specialist

Lead Questions in the event that they have a current call focus communication hardware. It is safe to say that you are content with your present call focus gear and capacities? Have you coordinated your call focus communication to your CRM application? Would it profit your operators to have the capacity to have a screen fly of the guests data? Would it be useful if your operators could telecommute? Does your present call focus bolster different channels (email, voice, and web)? Might you want to bring down the aggregate cost of possession for your contact focus? Is your present framework over 4 years of age? Do you have to merge different focuses into one operation?

Elevator Pitches Oracle Contact Center Anywhere is a pre-incorporated multi-media item that conveys Phone, E-mail, Web Chat, Web Call Back, IVR and different Functions in a solitary interface. This mix empowers you to dispatch and oversee completely useful contact focuses much more rapidly and at an essentially bring down cost, regardless of whether you are an independent company or a multi-site undertaking. Bringing multi-media into a contact focus can demonstrate cost-restrictive and asset concentrated for some organizations. However you're focused on giving your clients a customized multi-channel interchanges involvement crosswise over deals, promoting, and benefit collaborations. Prophet Contact Center Anywhere gives world-class bolster channels without the torment and cost of coordinating numerous frameworks from various sellers to convey the experience your clients need.

The key business advantages of Oracle Contact Center Anywhere are: Single Vendor – Oracle Lower introductory organization, proprietorship, support, and per call costs. Decreased Contact Center many-sided quality No disturbance to your current Oracle CRM speculation Increased consumer loyalty and specialist efficiency Cost-successful way to deal with empowering a virtual call focus

More Benefits Contact Center Anywhere with Pre-b