Transcript Contact Center Anywhere

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Oracle Contact Center Anywhere:
Go To Market - Positioning
James Owens – BDM, Specialist Sales APAC
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.
Solution Overview
• Feature rich multimedia contact centre management & routing solution
• Streamlined contacts (phone, fax, email, web chat) regardless of type with
customers, suppliers & partners
• Ideal for small-med sized contact centres, 10-250 agents
• Highly scalable for large contact centres, 250+ agents
• Easy & cost effective – only PC, PSTN & and Private data or Internet access
required
• Functionality for agents, supervisors and administrators provided through simple
intuitive web based interfaces
• Hosted centrally and securely in Partner/Telco’s network
• Provides access to full interaction history of your customers
Value Proposition
• Improve customer service and satisfaction
• Allows customer contact by their preferred method
• On demand
• Allows anyone to be an agent anywhere
• Internet access and a land line phone only requirement
• Cost effective
• Flexible transactional pricing
• Only pay for what you need
• More efficient use of business resources
• Allows you to manage every aspect of the contact centre
• Increase productivity by managing seasonality in business demands –
add agents efficiently and alter routing rules
• Scalable and secure – hosted on a carrier grade platform with built in
multi-site redundancy
• Integrated customer view regardless of contact method
Solution Positioning
• Goal to Grow new voice revenues
• Previously no hosted solution for the 10 to 250 seat market
• Suitable for all verticals wanting to provide contact centre presence locally or
nationally
• Inbound, Outbound Call Recording and Multimedia (FAX, email & Web
Chat)
• Integrate with Telco’s Intelligent Inbound Services
• Freecall 1800 and Priority One3 or 1300
• Connectivity via customers Data Services
• IP MAN/WAN
• Internet and VPN services (work from home users and DRP)
• Provides a non proprietary solution for contact centres
• keep existing equipment or utilise Telco’s fixed line options together
Nortel and/or VoIP
• Customers can now have a “virtual footprint” or non premise based equipment
solution
• Providing inherent Disaster Continuity Process (DRP) capabilities as the
solution is network hosted
Solution Key Highlights
• ON DEMAND – only requires a phone line and internet access to
setup
• Reduce setup and management costs and speed of
deployment
• NETWORK HOSTED – secure, carrier grade infrastructure
• Higher uptime
• MULTI MEDIA SOLUTION – caters for voice, fax, email and web
chat
• Higher customer satisfaction as they now have a choice
• Reduce costs, email can be cheaper to respond to then
voice
Solution Key Highlights –
Continued
• AGENTS CAN BE LOCATED VIRTUALLY ANYWHERE in APAC allows you to pool agent resources
• Reduce costs due to agent pooling principle
• Better customer service by allowing you to manage to peaks and
troughs
• SKILLS BASED ROUTING – route callers to the best skilled agents
• Reduce costs by increasing 1st call resolution and decrease
transfers
• Improve customer service by answering customer 1st time
• SCREEN POP CUSTOMER INFORMATION TO AGENT- integrated
account history
• Increased customer service
• Gain agent efficiencies by reducing call time
Typical Key Verticals
• What are the typical key target markets for Partners
with the CCA solution?
• Telecommunications
• Government
• Education
• Banking Insurance & Finance
• Tourism/Hospitality
• Manufacturing
• Others interested in deploying call centre
Solution Uses
• Inbound call control (IVR, ACD, etc)
• Multimedia (Email, Web Callback, Fax)
• Real time Administration and Supervision
• Call Recording
• Quality Management
• Customer Service
• Banking/brokering
• Service support (I.e. Helpdesk)
Appendix
Positioning Examples
Telstra Web Contact Centre
Positioning Demonstration
Oracle Positioning Demonstration
Verizon Positioning Example
Positioning Via Internet - Examples
Q&A