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Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 1 Quick Reference Card: Oracle RightNow Product Portfolio Elevator Pitch Trends Impacting Service Automation Economic conditions make it harder for businesses to win new customers and increase the necessity of converting prospects and retaining new business. 1.Increased consumer technological sophistication such as with increased use of mobile, chat and social channels increases the need for businesses to provide seamlessly. integrated multichannel customer experiences. 2.Increased competition and consumer sophistication are driving the need for vastly improved customer experience. 3.Fast paced technological evolution is making it increasingly impractical to invest in largely inflexible and costly on-premise software solutions. RightNow Product Line Web, Social, and Contact Center Experience To thrive in today's customer empowered environment, brands need to deliver the best customer experiences when, where, and how customers want it. Oracle Cloud Customer Experience Services combine Web, Social, and Contact Center experiences for a unified, cross-channel service solution -- increasing sales, adoption, and customer trust. High Level Questions VP/Director of Contact Center What is the philosophy towards Customer Experience and Contact centers today? What are the plans for the future? How do you plan on creating greater efficiency or reducing service costs? Do you outsource all or a portion of your customer functions? How will this change in the future? CMO/VP of Marketing How do your customers ‘feel’ or experience your brand during interactions? How would you like to change this in the future? What are your strategies for increasing purchasing frequency of existing customers? Are your loyalty programs growing? What is the primary means / channel for acquiring new customers? Oracle RightNow Web Experience Oracle RightNow Web Experience provides a rich online customer experience solution so consumers can research, purchase, or resolve issues from any device. Oracle RightNow Intent Guide Cloud Service Oracle RightNow Web Self Service Cloud Service Oracle RightNow Mobile Cloud Service Oracle RightNow Chat Cloud Service Oracle RightNow Cobrowse Cloud Service Oracle RightNow Email Management Cloud Service RightNow Social Experience Oracle RightNow Social Experience enables brands to manage social interactions as a fully integrated part of the customer experience. Oracle RightNow Support Community Cloud Service Oracle RightNow Innovation Community Cloud Service Oracle RightNow Social Monitor Cloud Service Oracle RightNow Self Service for Facebook Cloud Service RightNow Contact Center Experience Oracle RightNow Contact Center Experience delivers end-to- end management of the customer journey. Oracle RightNow Dynamic Agent Desktop Cloud Service RightNow Engage Oracle RightNow Engage delivers proactive, highly personalized communications while providing brands with real-time insights to build loyalty and drive revenue. Oracle RightNow Feedback Cloud Service Oracle RightNow Outreach Cloud Service Oracle RightNow Analytics Cloud Service Oracle RightNow Knowledge Cloud Service Oracle RightNow Service Experience Platform Purpose built Cloud-based platform to deliver great customer experiences across all channels of interaction. Oracle RightNow Service Experience Platform
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 2 Customer References / Videos Garmin Enabled customers find more than 40% of inquiry answers through Web self-service Match.com Increased Customer Satisfaction (CSAT) scores by 33% for email support and by 15% for Interactive Voice Response (IVR) support. Saved $780,000 per year due to the success of online self-help. Travelocity 90% first-contact resolution rate for emails 4,000+ answers in global knowledge base 10% deflection on webform originating emails CX Value Equation = Acquisition + Retention + Efficiency Acquisition: Drive sales and adoption by: Increase Conversion Rate Generate More Opportunities Increase Average Order Value Retention: Build trust and strengthen relationships Improve Service Quality and Reliability Improve Multi-Channel Support Drive Loyalty and Advocacy Efficiency: Decrease Cost of Operations Increase Agent Productivity Improve Self-Service CX Value Proposition Find Out More Oracle RightNow Cloud Service on Oracle.comOracle.com Oracle RightNow Cloud Service datasheets, videos, podcasts, briefs, seminars and whitepapers Resource Library Resource Library Quick Reference Card: Oracle RightNow Contacts Oracle Partner Business Center Web: oracle.com/partnersoracle.com/partners Email : firstname.lastname@example.org_ww@oracle.com Phone: 1.800.323.7355 Target Buyer Challenges and Benefits Service Management/ Marketing Executives Lowering costs and increasing revenue with fewer resources. Managing the customer experience (CX) is increasingly complex. Finding innovative ways to drive brand loyalty Improve service quality as customer service plays a greater role in final purchase decision. Benefits Consistency and persistence of experience across all channels and devices Nurture loyalty with every conversation, drive brand loyalty, and improve service quality. Create opportunities during each personalized interaction, raise conversion rates, and increase order value. Help retain loyal customers and gain additional sales through personalized recommendations. Target Buyer Profile Compared to Salesforce.com RightNow: Well suited for B2C Holistic approach to customer experience - - supports web-self services, assisted service, social channels and contact centers. Best practices and expertise embedded in the RightNow solutions and support Salesforce.com: Suitable for B1B Salesforce Automation (SFA), lacks experience in B2C Lacks experience in B2C CX market Emphasizes tools to address all enterprise needs rather than providing expertise and best practices Competitive Differentiators VP/Director of Contact Center Focus on working with the VP and/or Director of the Contact Centre since they are key to the decision making process. CMO/VP of Marketing They will be involved since they focus on the new client acquisition process.
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