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Influence Service ROI via Oracle Knowledge TBD. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy.

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Presentation on theme: "Influence Service ROI via Oracle Knowledge TBD. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy."— Presentation transcript:

1 Influence Service ROI via Oracle Knowledge TBD

2 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 16 2 Confidential – Oracle Highly Restricted Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 2 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.

3 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 16 3 Confidential – Oracle Highly Restricted Agenda  Customer Experience Trends  Knowledge Defined  Value of Knowledge  Introduction to Oracle Knowledge  Demonstration  Customer Success  Roadmap & Summary

4 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 16 4 Confidential – Oracle Highly Restricted Trends

5 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 16 5 Confidential – Oracle Highly Restricted Customer Expectations are Rising

6 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 16 6 Confidential – Oracle Highly Restricted But The Right Answer Is Hard to Find Pace of Innovation Product and Service Complexity Content & Data Volume Information Silos Global Scale Pace of Innovation Product and Service Complexity Content & Data Volumes Siloed Information Sources Global Scale

7 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 16 7 Confidential – Oracle Highly Restricted Knowledge Management Bridges The Gap Improve Customer Satisfaction Deflect Calls to Lower Cost Channels Enable Customer Advocacy Improve Agent Productivity Benefits to Your Organization Right Answers Right Time Right Context

8 What is Knowledge Management?

9 What is Knowledge?... a familiarity with someone or something, which can include facts, information, descriptions... (from en.wikipedia.org)en.wikipedia.org Knowing - all that is known, an organized body of information.. (from the Oxford American Dictionary) Information upon which we can take action (from Consortium for Service Innovation) Knowledge Information Context = +

10 What is Knowledge Management? People –Create a sharing culture Process –Continually learn and improve Technology –An integrated set of capabilities

11 Knowledge Management Examples Keep this slide for presentation

12 Knowledge Management Examples Keep this slide for printing

13 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide Knowledge Management Value

14 Knowledge Enables Customers and Empowers Agents Low Complexity High Complexity High Value Low Value I forgot my password? Upgrade my Plan ENABLE Customers ENABLE Customers EMPOWER Agents EMPOWER Agents

15 Knowledge Reduces Case Resolution Costs Source: SSPA Support Benchmark Study Case Routing Who should this go to? Service Activity CTI & Workforce Mgmt 5% Productivity Tools Non-Automated CRM – Case Mgmt Case Tracking Case Resolution What is the problem? Where is the answer? 80%15% Cost of Providing Service Knowledge Management focuses on the largest cost of providing service: Case Resolution.

16 Sample ROI Analysis For KM Deployment Operational KPIsCONSERVATIVEPRAGMATICAGGRESSIVE Savings through improved productivity of call centre agents 11.2M13.4M17.9M Savings through improved First Call Resolution Rates 3.73M5.6M9.3M Improved Ramp-up times for call centre agents 1.1M1.7M2.3M Reduced Churn through improved service levels 698K1.4M2.8M Increased deflection to web from call centres & s 2.9M5.8M8.7M TOTAL BENEFITS 19.6M28M41.1M Assumptions: Sample ROI Analysis for a large Telco Knowledge is deployed cross-channel – WSS, Chat, Contact Center Knowledge integrates tightly to existing CRM (Contact Center + WSS) Assume existing content sources are being leveraged by Knowledge Management System

17 Oracle Knowledge

18 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide Confidential – Oracle Highly Restricted Cross-Channel Contact Center Knowledge Management Field Service Web Customer Service Oracle Service Policy Automation Customer Data Management Oracle Service delivers connected engagements that empowers businesses to understand needs, solve problems, and delight customers

19 © 2011 Oracle Corporation – Proprietary and Confidential 19 Oracle Knowledge Customers Consumer Goods High Tech Financial Services Communications Pharma/Auto/Manufa cturing

20 Oracle Knowledge Adoption Trends Who is buying? Why are they buying? Looking to transform service infrastructure Seeking to increase customer sat while decreasing costs Customers with complex, mature or enterprise needs Customers who have on premise Oracle products and want a solution that integrates out of the box

21 Capabilities of Effective KM Point of Delivery Where knowledge is used or surfaced Self-Service Application Service Agent Desktop Transactional Applications Interaction Services How users interact & get answers Knowledge Browse Search (Query & Results) Search (Query & Results) Wizards & Decision Trees Information Mgmt How knowledge is created or captured Authoring & Workflow Authoring & Workflow Content Indexing Collaboration & Sharing Measurement How experience, process and value are measured Creation & Efficiency Queries & Clicks Answer Value & Reuse Answer Value & Reuse Integration Services How knowledge systems are integrated. APIs UI Integration APIs CRM Integration Content Synch

22 Oracle Knowledge Overview K NOWLEDGE S ERVICES A NALYTICS I NTEGRATION API S S EMANTIC S EARCH A UTHORING. M ULTI - LINGUAL I NDUSTRY DICTIONARIES L ANGUAGE I NDUSTRY C OMPANY I NTENT C OLLABORATION K NOWLEDGE FOR W EB S ELF S ERVICE K NOWLEDGE FOR C OMMUNITIES K NOWLEDGE FOR C ONTACT C ENTER

23 Oracle Knowledge Differentiators 1.Understand Language 2.Determine Meaning or “Intent” 3.Find Answers Anywhere 4.Deliver in Context of Interaction 5.Collaborate & Create New Knowledge 6.Analyze and Improve …How do I add another user? …Is feature X supported with my service? …Am I entitled to additional bundle discounts? …Is this service included with my handset? Intranet Website CRM Case notes Product Manuals Social Forums File Systems NOT…

24 Product Demonstration

25 Knowledge WSS

26  Multi-lingual, NLP Search  Browse Knowledgebase by Categories  OOB Deflection Support  Integrated Case Management  Guided Navigation Flows for Troubleshooting Understand Empower Adapt Oracle Knowledge for Web Self Service Advanced Knowledge for Web Self Service : Empower Customers

27 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide AnswerFlow in Use Greg can’t connect to the Internet He uses iPhone Internet troubleshooter It interactively troubleshoots and resets cable modem This is frustrating, my Internet is down again

28 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide Knowledge Contact Center

29 Customer submits CRM Service Request Agent investigates the issue across multiple data sources Agent is unable to find solution and creates recommendation Agent creates new solution that progresses through workflow Agent links solution to CRM Service Request Agent links solution to CRM Service Request Oracle Knowledge In the Contact Center Intelligent Search Patented NLQ Context-Driven S.I.D. Single Integrated Agent Desktop Click-2-Author Simple Authoring Agent Feedback Smart Lists Rapid Scan Excerpts Quick Access Communities Expert Forums Social Reputations ee Knowledge Touchpoints

30 Oracle Knowledge for Contact Centers Advanced Knowledge for Contact Center Agents Precise Answers Context Aware Intent-based NLP Unified Answer Sources Federated Index & Search Knowledge Harvest At the Speed of Your Business Easy & Proactive Intuitive Power Global Scale Voluminous Multi-lingual Content Understand Empower Adapt Productized pre-integration with Siebel Contact Center

31 Contextual Knowledge Delivers ‘Answers’

32 Agents Obtain Feedback / Draft New Content

33 .. And Get Answers From The Community

34 Customer Success Stories

35 35 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. Nationwide Improves Productivity by 22% COMPANY OVERVIEW Nationwide Mutual Insurance Company offers a range of financial products and services for individuals and business clients. Industry: Financial Services Employees: 35,000 Revenue: US$ 19,848M CHALLENGES/OPPORTUNITIES Supporting complex life insurance, annuities and pension products was increasingly difficult with ineffective knowledge Existing knowledge content was difficult to keep current and users did not trust the information’s accuracy or timeliness Current KB lacked effective search tools, so even if the right information existed, users weren’t able to find it in a timely manner SOLUTIONS Oracle Knowledge Contact Center RESULTS Subject matter experts became more productive and timely in managing content and workflow publishing Oracle Knowledge search improved answer accuracy by 58% Improved knowledge access and accuracy improved agent productivity; agents increased calls handled by 22% per shift October 2011

36 36 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. Comcast Simplifies Answering Complex Questions COMPANY OVERVIEW Comcast Corporation (Comcast) is a provider of video, high-speed Internet and phone services (cable services) to residential and business customers in the United States. Industry: Telecommunications Employees: 102,000 Revenue: US$ 37,937M CHALLENGES/OPPORTUNITIES Comcast struggled with answer accuracy and consistency using four separate systems to mange self-service, contact center, troubleshooting, and dispatch knowledge Comcast needed to expand agent-level knowledge to the web to help deflect 100M support calls, 13M v-mails –DAILY Needed to improve the agent experience - providing faster & more intuitive access to knowledge to reduce; AHT, repeat calls, & unnecessary truck rolls SOLUTIONS Oracle Knowledge AnswerFlow Self-Service – Mobile & Web Contact Center RESULTS Oracle Knowledge’s new process-driven Answer Flow technology provides consistent treatment of complex technical issues minimizing escalations, agent ramp time, & unnecessary field dispatch Oracle Knowledge provides an Integrated view of customer account and device information; increasing self-service success with improved agent productivity Oracle Knowledge will power self service to over 23M Comcast customers and 40K Comcast employees focused on sales, billing, retention, technical support, & field dispatch October 2011

37 37 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. Avaya Standardizes on Oracle Knowledge to Unify Knowledge Across Domains COMPANY OVERVIEW Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services Industry: Business Communications Solutions Employees: 17,500, Revenue: US$ 5.1B CHALLENGES/OPPORTUNITIES With over 110,000 native articles, and over 300,000 external content items – the older knowledge solution had stability issues Several key functional aspects were found wanting, including: Efficient, cleaner way to author content Better way to reuse content Accuracy & performance of search The older solution did not provide ability to tie knowledge with service requests – thus participation was not being tracked SOLUTION DELIVERED Oracle Knowledge integrated with Siebel Contact Center Integration with Avaya’s custom operation reporting platform RESULTS 25% increase in usage within six months 20% increase in knowledge linking within cases (i.e. increase in knowledge influence on service management) Increase in self-service with auto-generated FAQs of top searches & content 82% improvement in search experience and speed of finding answers 70% improvement in user participation in contributing knowledge October 2011

38 Summary

39 Oracle Knowledge Investment and Roadmap Knowledge Applications AnswerFlow Enhancements Advanced Knowledge for RightNow Agent Desktop, WSS and Smart Assistant Knowledge Widgets Knowledge Authoring Bi-directional language (Hebrew, Arabic) authoring and admin KCS v5 Features Semantic Search New Languages – Hebrew, Arabic, Turkish, Swedish Additional multi-lingual vertical dictionaries Case link based relevancy Analytics Additional KCS reports Performance and logging enhancements Core Technologies SQL Server 2008 & Tomcat Support and Upgraders Knowledge Applications AnswerFlow Enhancements Advanced Knowledge for RightNow Agent Desktop, WSS and Smart Assistant Knowledge Widgets Knowledge Authoring Bi-directional language (Hebrew, Arabic) authoring and admin KCS v5 Features Semantic Search New Languages – Hebrew, Arabic, Turkish, Swedish Additional multi-lingual vertical dictionaries Case link based relevancy Analytics Additional KCS reports Performance and logging enhancements Core Technologies SQL Server 2008 & Tomcat Support and Upgraders Knowledge Applications Advanced Knowledge for RightNow – Chat and SSO Integration Mobile Knowledge Widgets AnswerFlow versioning and deployment Knowledge for Siebel OpenUI Knowledge Authoring Ongoing improvements to KCS v5 Features Web Search integration Semantic Search Support for additional languages SEO based features Analytics AnswerFlow Analytics Additional drill down capabilities Core Technologies Additional Browser, Database and OS Support Knowledge Applications Advanced Knowledge for RightNow – Chat and SSO Integration Mobile Knowledge Widgets AnswerFlow versioning and deployment Knowledge for Siebel OpenUI Knowledge Authoring Ongoing improvements to KCS v5 Features Web Search integration Semantic Search Support for additional languages SEO based features Analytics AnswerFlow Analytics Additional drill down capabilities Core Technologies Additional Browser, Database and OS Support What’s Next M AY 2013 Knowledge Applications AnswerFlow – Guided Knowledge Agent Knowledge (iConnect) enhancements Siebel and CRMOD integration enhancements Web Self Service in 9 new languages Knowledge Authoring Global find and replace Enhanced future date publishing Localization enhancements Semantic Search Support for regional NLP variations (3-level) Additional (16) multi-lingual vertical dictionaries Performance improvements – 30% to 85% Analytics Re-architected Analytics for scale Queue based real time data capture KPIs Dashboards and Scorecards Core Technologies Weblogic, OBIEE, ODI, Oracle 11g, Linux 5/6, Windows 2008, Solaris 10 Knowledge Applications AnswerFlow – Guided Knowledge Agent Knowledge (iConnect) enhancements Siebel and CRMOD integration enhancements Web Self Service in 9 new languages Knowledge Authoring Global find and replace Enhanced future date publishing Localization enhancements Semantic Search Support for regional NLP variations (3-level) Additional (16) multi-lingual vertical dictionaries Performance improvements – 30% to 85% Analytics Re-architected Analytics for scale Queue based real time data capture KPIs Dashboards and Scorecards Core Technologies Weblogic, OBIEE, ODI, Oracle 11g, Linux 5/6, Windows 2008, Solaris N OV

40 Why Companies Choose Oracle Knowledge 1.Always Delivers the Right Answer in Context –Understand customer’s “intent” despite vague and diverse interactions –Federated search finds knowledge that lives anywhere 2.Knowledge Tightly Integrated into Service Process –Lower TCO, Faster time to “answer”, Keeps business process context during answer delivery 3.Analytics Help Sustain ROI –Understand customer feedback, escalation cause, poor interactions, knowledge gaps, productive authors, etc. 4.Knowledge in a Box –Cobbled together CMS + Search + DW is risky and expensive 5.Global Scale –Proven in very large multi-lingual environments both On Premise and On Demand 40

41 Q&A


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