1. Oracle Contact Center Anywhere: Go To Market – Hosted Case Studies
James Owens – BDM, Specialist Sales APAC

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. CCA Case Studies
Hosted Providers

5. MCI Web Center

8. The ProStar Network is a group of independently owned and operated contact centers utilizing CallCenterAnywhere globally.

10. A Sampling Of Other Service Provider Accounts:

11. Benefits of Hosted / Managed Services
The next group of customers prefer Managed Services solutions for the reasons indicated.

12. MAXIMUS BC: Affordability
Tremendous budget constraints put CallCentreAnywhere on top at MAXIMUS BC:
250 agent logins
Multi-channel solution
phone, fax, and IVR
blend multimedia skills
Reduce agent positions
Streamline inquiries
Offer more self-service options
MAXIMUS BC will introduce leading edge technology to improve the administration of MSP and PharmaCare and improve overall customer service and significantly strengthen privacy. – Ministry of Health Services, BC

13. Canada Post: Speed
Fetch call centre not dependent on outside programmers to make changes:
Agent profiles can be changed quickly
Workgroup skills definitions change fast
Call flow logic and scripts easy to change
“I really appreciate the ability to make changes on the fly. When we need something changed, we can do it ourselves.” - Christine Hamilton, Senior Consultant, Innovapost, IT division of Canada Post

14. BTI Canada: Adaptability
122 agent logins
Contact centre application; gear end of life
Organized by pools of agents and supervisors
Formerly no visibility to remote agents
Required intelligence in the network to manage a virtual contact centre
Most important: Control and self-administration. Technology had to be compliant with contract.

15. Westminster Savings: Adaptability
12 agent logins
No desire to own infrastructure
No desire for capital equipment expense
Needed multimedia contact centre offering for their customers
Avoid reliance on technical resources
Most important: The ability to impact changes on the fly with no technical resources.

16. BC Residential Tenancy Office: Customer Centricity
30 agent logins
Requirements:
Reduce staff
Increase efficiency
Consolidate all customer inquiries
Unify media with case management initiative
Most important: An integrated multi-channel offering.

17. BC Canadian Red Cross: Reliability
50 agent logins
Disaster recovery requirements to ensure inbound and outbound calls can be placed
Most important: Back-up system readily available to manage large influx of calls with zero set up time.

18. Canada Post: Reliability
Network power problems shut Ottawa office:
Fetch agents did not skip a beat and worked from home instead
Fetch agents quickly and easily logged-on using their regular phones and home-based internet connections
Contact Center Anywhere is… “a contingency plan built right in.” - Christine Hamilton, Senior Consultant, Innovapost, IT division of Canada Post

19. Canada Post: Unified Control
Contact Center Anywhere has comprehensive reporting capabilities, including:
Service level & ACD interval reports
Reports on agent adherence
Reports on outcomes
Reports on workgroup-related interactions
Reports by media type
“I don’t have a manager standing over the agents. But because I can quickly go through daily reports, I can manage everything virtually.” - Christine Hamilton, Senior Consultant, Innovapost, IT division of Canada Post

20. Canada Post: Workforce-Ability
Contact Center Anywhere is easy to learn:
Graphical user interface is intuitive
Logging on takes a few seconds
All interactions follow the same model:
Accept interaction
Put interaction on hold
Transfer to agent, or an outside number, or to another workgroup
“All the agents are based in Ottawa and have readily accepted Contact Center Anywhere. They’ve found it really easy to learn. It’s not a complicated system.” - Christine Hamilton, Senior Consultant, Innovapost, IT division of Canada Post

21. Ivanhoe Cambridge: Workforce-Ability
8 agent logins
Help desk function in call centre
Remote agents in Montreal and Toronto
Serving clients throughout Canada
Most important: Cost effective solution that would help virtual agents effectively serve clients with up-to-date interaction logs and a system completely outside their present phone system which is not reliable to handle transfers, etc.

22. Service Provider Profile: TELUS
Operational Across All Provinces of Canada
Launch included many vertical markets:
Government
Retail Banking
Transportation
Real Estate
Offering:
Chat, Intelligent , VOIP, Voice, Collaboration

23. TELUS Success Story: Innovapost / Fetch
Situation:
Innovapost wanted to provide a special “consumer to vendor” referral service
Consumer confidentiality a must
This would involve both web-based and phone-based inquiries

24. TELUS Success Story: Innovapost / Fetch
Challenge:
Fetch service needed to come up fast - no delays
Senior managers were concerned about their dependence on outside programmers

25. TELUS Success Story: Innovapost / Fetch
Idea:
TELUS provided a demonstration of CallCentreAnywhere including the instant provisioning capability
Fetch managers warmed up to hosting based on speed of changes possible with the Administration Manager that comes with CallCentreAnywhere

26. TELUS Success Story: Innovapost / Fetch
Solution:
CallCentreAnywhere eliminated the need for Fetch employees to be dependent on outside programmers to make changes
Fetch employees are able to change:
Agent profiles
Workgroup skills definitions
Call flow logic …without the assistance of TELUS
Agents became familiar with all system functions quickly and easily

28. Telstra Time Line:
Telstra wishes to establish On Demand Call Centre ( seats) –RFI released in 2003
shortlisted – Mid 2004
Evaluations completed – Early 2005
Initial solution architected and deployed – End 2005
Oracle acquires - Early 2006
Web Contact Centre market trial established - February 2006
General release of Web Contact Centre – September 2006
1000 live agent seats/40 customers on Web Contact Centre – February 2008

30. Web Center Web Center operational for 7 years
Service Provider Profile
Web Center
Web Center operational for 7 years
Popular offering for enterprises wanting instant, reliable hosted contact center service
Cost-effective, set up in days
No large up-front investment
Flexible, easy to use
Offering:
Chat, Intelligent , VOIP, Voice, Collaboration

31. Situation:
Telemac provides billing systems to worldwide wireless carriers
Over the past several years, the company has experienced quick growth
Cutovers for new billing systems are mission critical, leaving little room for guesswork and programming delays

32. Challenge:
Telemac was growing quickly and was concerned about the delays and costs involved in putting a traditional contact center infrastructure in place.
A big question: What will keep up with the fast pace of our growth?
Another question: How can we deal with the cost associated with a full-blown contact center?

33. Idea:
Consider an alternative to outright acquisition of call center technology
Hunt for a hosted solution that would reduce capital outlay and long lead time

34. Solution:
Web Center provided all of the infrastructure and support for national roll-out for a significant wireless operator
Web Center eliminated costly systems integration and lengthy programming projects
Web Center up and running for the entire center in 10 days
Managers are now able to quickly assess incoming call volumes, queues and waiting times, and other status reporting

35. Siebel & IBM jointly host Contact OnDemand
Service Provider Profile: Siebel
Siebel & IBM jointly host Contact OnDemand
Fast and simple CRM
No upfront costs
Powerful Analytics
Built-in Contact Center
Contact OnDemand complements Siebel’s hosted CRM OnDemand service for end-to-end hosted contact center solution

36. Situation:
Segway needed a powerful – yet affordable – customer service solution
Segway needs to handle customer inquiries, media requests, sales calls & post-sales support

37. Siebel Success Story: Segway
Challenge:
Segway knew there would be a large response to the Segway HT
But there was no way of knowing what the volume of inbound calls would be

38. Idea:
Leverage the infrastructure of an existing contact center environment
Guarantee the ability to scale up quickly to meet the uncertain demand – but without having to purchase gear and software
All roads lead to a hosted solution

39. Solution:
Siebel worked with Segway to set up an 800 number, interactive voice response (IVR), call routing and voic boxes
Siebel Contact OnDemand gave them the ability to route these calls to live agents, or leave voic s for future callback
The scalability of Siebel Contact OnDemand proved useful in the summer of 2003 when Segway experienced a surge in customer inquiries regarding used batteries for their HT scooters
Siebel Contact OnDemand quickly provided an additional toll-free 800-number to handle the surge in call volume

40. Siebel Success Story: Working Solutions
Situation:
Working Solutions is the world's largest provider of outsourced virtual call center and CRM agents
More than 22,000 representatives across the United States - Agents are home based
CEO Tim Houlne searched for a cost effective but highly-scalable contact center solution that could support thousands of calls from diverse Fortune 500 clients who operate sales and support contact centers

41. Siebel Success Story: Working Solutions
Challenge:
As an outsourcer, Working Solutions must quickly respond to demands of new and existing clients
These demands are especially hard during seasonal or peak activity call spikes, like the holidays

42. Siebel Success Story: Working Solutions
Idea:
Find a solution that can accommodate work-at-home virtual agent community
Concentrate on simplicity of infrastructure:
A PC, and a broadband internet connection
A telephone

43. Siebel Success Story: Working Solutions
Working Solutions' administrators can easily add and delete customer care agents
Agents simply log in over the Internet and register the location they're calling from
Within seconds, agents are receiving domestic and international calls and transactions
Contact OnDemand provides real-time and historical call reports across the entire Virtual Agent Community

44. Situation:
Manufacturer of CD/DVD publishing, duplication and printing systems
More than 30 products
$780M annual revenues and growing

45. Challenge: Experiencing rapid growth (33% Y/Y)
Signed Agreements with WalMart and Target
Disparate data across sales, service and marketing teams
Managing growth in consumer market

46. Idea: Investigate Unified CRM and Contact Center solution
Validate ROI of hosted solution with other users
Search for capabilities beyond sales force automation to include multi-channel

47. Solution:
Low cost deployment with Contact OnDemand using 200 blended agents
Ability to Scale during peak seasons
Seamless integration increases user adoption

48. Siebel Success Story: Sony
Situation:
Largest unit of Sony Corporation
High-end consumer electronics division
New York Retail QUALIA store high profile
Digital cameras, headphones, mini-disc players, and HDTV projectors
(Win against SFDC)

49. Siebel Success Story: Sony
Challenge:
New division with high corporate visibility
Quickly capture consumer information
High-end products required “high touch” relationship
(Win against SFDC)

50. Siebel Success Story: Sony
Idea:
Leverage existing Siebel enterprise deployments
Look for ability to diversify contact center for specific target market: High end consumer electronics
Outlook integration for scheduling one-on-one demos
(Win against SFDC)

51. Siebel Success Story: Sony
Solution:
Contact OnDemand means high-tech sales reps can build relationships with high-end clients and appear as high-tech as the products
Retail outlet can concentrate on their expertise – selling high-end electronics
Contact OnDemand extended to outsourced telemarketing firm for peak periods
(Win against SFDC)

52. Siebel Success Story: Ingersoll Rand
Situation:
Ingersoll Rand has 30+ subsidiaries worldwide
$9 billion revenue & 40,000+ employees
Divisions include: Schlage, ThermoKing, Bobcat, ClubCar

53. Siebel Success Story: Ingersoll Rand
Challenge:
Lacked sales pipeline visibility; disjointed sales and service activities
Lacked accurate knowledgebase across products
Limited marketing resources
Unable to identify customer trends across sales and marketing

54. Siebel Success Story: Ingersoll Rand
Idea:
Source a hybrid solution for CRM and Contact Center
Find an easy-to-use system with comprehensive training and support
Embedded analytics across sales, marketing and service

55. Siebel Success Story: Ingersoll Rand
Solution:
Rapid deployment of Siebel CRM OnDemand & Contact OnDemand
Contact OnDemand live in 3 days to support 50x increase in calls
Dashboards provide new depth of business insight
High user adoption across 4 divisions; added 500 Contact OnDemand users after initial launch

56. Siebel Success Story: Bally’s
Situation:
Bally Gaming Systems provides statistics of real-time slot and table gaming activity to gaming industry managers in locations throughout the world
Existing Siebel On Premises Call Center deployment
Bally's goal: Lower total cost of ownership of their diverse and complex telephony infrastructure

57. Siebel Success Story: Bally’s
Challenge:
Streamline Call Center Operations
Limit hardware investment
Increase first call closure rates

58. Siebel Success Story: Bally’s
Idea:
Optimize the reporting capabilities across CRM and Telephony systems to identify areas of improvement
Investigate leveraging the best of existing environment with a new one

59. Siebel Success Story: Bally’s
Solution:
Siebel offered a hybrid model of enterprise call center with "overlay" of Contact OnDemand.
Siebel offered tight integration with CRM and single-vendor support
Customer-facing projects are developed with no additional hardware and in record time

60. Service Provider Profile: Promero
Promero is an ASP founded in 2001
3 years in hosting CallCenterAnywhere
Promero services more than 5,000 agents globally in an inbound, outbound and blended environments
Clients include AAA, Worldspan, WillowCSN, Omega World Travel, Ameriquest and Countrywide Mortgage Company

61. Promero Success Story: 360 Netvertising
Situation:
Online firm providing complete cyber marketing solutions, located in Karachi, Pakistan.
New company, with new offering, with target market in the US
Went offshore for inexpensive labor

62. Promero Success Story: 360 Netvertising
Challenge:
Required a contact center system that could scale up quickly as business increased, without big capital investment
They are not a 24X7 shop and therefore needed technology that could take a customer inquiry and allow it to be handled at a later time

63. Promero Success Story: 360 Netvertising
Idea:
Explore alternate means of financing a new system including “Renting” a solution through hosting
Leverage use of “close-to-real-time” media types such as Web CallBack and
Use Automatic distribution of messages for even workload among agents

64. Promero Success Story: 360 Netvertising
Solution:
Phase I: Promero hosts CallCenterAnywhere which performs intelligent routing of web-based customer inquiries to agents off shore
Phase II: Voice call & routing

65. US-based Application Service Provider
ITelGroup provides a VoIP based call center solutions based on CallCenterAnywhere
iTelGroup offers CRM Integration, and overflow traffic handling

66. Situation:
Established in 2000, San-Ramon based Hosted Business Services Incorporated is a provider of outsourced staffing & reception solutions
Focus is on small businesses customers
Experiencing a dramatic increase in call volumes due to a rapid growth of new customers

67. Challenge: Legacy call center solution was crashing daily
Overloaded phone circuits and s meant angry customers
HBSI did not have the capital or time to invest in more hardware and TDM circuits.
Customers were canceling daily

68. Idea:
Migrate existing customers onto a more stable, fault tolerant platform
Partner with ASP for 24 hour care services
Leverage multi-channel capabilities to attract and retain clients

69. Solution:
Within a few days iTelGroup was able to completely migrate HBSI’s agents to its hosted platform
Over 150 of HBSI’s customers were migrated to iTelGroup’s infrastructure within 1 week.
Outsourced & chat is now a profitable value added feature branded by HBSI, hosted through iTelGroup
Customer retention now at all time high

70. Q&A Q
& A

71. Appendix

72. About Us Founded in 1977 Headquarters in Redwood Shores, CA
Operating in 145 countries
$14.8 Billion revenue, FY06
275,000+ Global Customers
68,000+ Employees
14,000+ Developers
7,000+ Support Professionals
19,000+ Partners
#1 in Database, CRM, HCM, & SCM
#1 in Industries:
Banking & Financial Services
Communications
Public Sector
Professional Services
Retail
220,000+ Database Customers
30,000+ Applications Customers
19,000+ SMB Applications Customers
30,000+ Oracle Fusion Middleware Customers
Stats as of September 1, 2006
CRM = Customer Relationship Management
HCM = Human Capital Management
SCM = Supply Chain Management
SMB = Small & Medium Business
TECHNOLOGY PRODUCTS
APPLICATION PRODUCTS
ORACLE CORPORATION
ORACLE SERVICES
ORACLE FUSION
CUSTOMERS / PARTNERS

73. CCA Case Studies
Enterprise Examples

74. Leading CALA Outsourcer Serving Mexico and Latin American Clients:

75. Willow CSN Success Story
Willow is the a leading provider of virtual contact center services
Willow has over 3000 home-based active service representatives
Contact Center Anywhere used to manage & coach agents remotely

76. LiveXchange Success Story
LiveXchange is a leading virtual contact center outsourcer
Hundreds of home-based agents across Canada
Virtualization of agents into one, powerful contact center

80. 31 Call Centers on a Single Multi-Tenant Deployment
ALL Migrating to a Single Centralized Multi-Tenant Solution: CallCenterAnywhere

81. Financial Services:
Insurance:
Communications & Others:
Education:

82. Customer Quotes – Bayan Telecom
‘The Call Center is often called the “face” of any organization and a customer’s experience during a service interaction can make the difference between a loyal, long-term customer and one who is frustrated and maybe lost to the competition. We truly acknowledge the importance to offer the best value for our subscribers through outstanding customer service solutions and services. We chose Oracle Contact Center Anywhere to replace our legacy Call Center infrastructure to transform our present centralized Call Center operations to a Next Generation Contact Center with IP-based platform because it has a complete suite of Contact Center products/all-in-one solutions where technology is “born” integrated with single point of administration, it can run on any server platforms being a hardware independent, it can be deployed as centralized Contact Center technologies using a “single system” infrastructure even if it is shared by all locations and we can even sell it as another service for our customers without a need for building another backend infrastructure.’   
‘We are confident that we've found the best technology, and also that with CallTime, we have a supportive partner who understands that our success is also their success.’
Ulysses C. Naguit
Department Head, Customer Support For Data & IP Services
Customer Care Division
Bayan Telecommunications, Inc.

83. Customer Quotes – SRG Asia Pacific
‘As a leading BPO in Malaysia, we have to provide differentiated services to satisfy the various requirement of our customer. We selected Oracle CCA (then because of its “integration by design” which provide multi-tenanted and multi media functionalities without the need for costly point solutions integration. The “third wave” software based solution provides us with a cost effective solutions that can cater to different requirements demand by our customers.’
Byron Joseph Fernandez
General Manager
SRG Asia Pacific Sdn Bhd