Improve Customer Engagement and Loyalty with Oracle Engagement Cloud

Improve Customer Engagement and Loyalty
with Oracle Engagement Cloud

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Agenda
• Introductions
• About Perficient
• R13 Engagement Cloud Features
• R13 Oracle Sales Cloud Core Enhancements
• How Engagement Cloud Improves Customer
Engagement
• Q&A

Suresh Krishnan
Director CX
Sujiyit George
Technical Architect
Will Shieh
Solution Architect

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About Perficient
Perficient is the leading digital transformation
consulting firm serving Global 2000 and enterprise
customers throughout North America.
With unparalleled information technology, management consulting,
and creative capabilities, Perficient and its Perficient Digital agency
deliver vision, execution, and value with outstanding digital
experience, business optimization, and industry solutions.

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Perficient Profile
Founded in 1997
Public, NASDAQ: PRFT
2016 revenue $487 million
Major market locations:
Allentown, Atlanta, Ann Arbor, Boston, Charlotte, Chicago,
Cincinnati, Columbus, Dallas, Denver, Detroit, Fairfax,
Houston, Indianapolis, Lafayette, Milwaukee, Minneapolis,
New York City, Northern California, Oxford (UK), Southern
California, St. Louis, Toronto
Global delivery centers in China and India
3,000+ colleagues
Dedicated solution practices
~95% repeat business rate
Alliance partnerships with major technology vendors
Multiple vendor/industry technology and growth awards

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Perficient’s CX Practice
Solutions Expertise
• Oracle Sales Cloud, CRM on Demand
and Siebel
• Marketing Cloud - Eloqua
• Service Cloud
• SPM Incentive Comp
• Customer Data Management
• Strategic Assessments, Journey Maps
• Implementations and Upgrades
• Managed Services
Oracle CX SpecializationsFast Facts
• Practice Started: 1999
• Projects Completed: 600+
• Multiple Specializations
• Hybrid Deliver Model
• Oracle Authorized Education Center
• SupportNet Managed Services
• Support Services

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Oracle Engagement Cloud (OEC) R13
Unified Sales and Service Application
Source: Oracle Partner Resources
• Oracle Engagement Cloud is a new Cloud offering from Oracle that uniquely offers sales and
services capabilities within the same platform vs. different solutions within a suite of products
• Part of the Oracle CX suite of products
• Built on the Oracle Sales Cloud Fusion platform and leverages all the same core components
• Introduced Oracle Engagement Cloud in R12 with some key enhancements in R13

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Engagement Cloud R13 – Service Offering
Engagement Cloud enables
Fast, consistent, and efficient service capabilities
• Capture and track customer issues while adhering to
Service Level Agreements (SLAs) and Entitlements
• Productivity tools to boost service agent efficiency and
consistency
• Automatic SR routing and agent assignment
• Collaboration tools for sales and service alignment
• Multi-channel interaction support
• Natural Language Search and recommended answers
• Author and publish FAQs and solutions across multiple
languages
• Build, brand and maintain digital customer service
(self-service) portal to provide 24x7 customer
experience

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Service Request Management
Highlighting capabilities includes
• Enhanced smart user interface to work on multiple
service requests/related activities
• Complete 360-degree view of customer interactions
• Track service request/activities and measure
performance by milestones
• Configurable queue assignment and routing rules
• SmartText (reusable text blocks)
• Action/Command shortcuts
• Rich text/HTML editor for composing personalized
responses
• Search and insert knowledge excerpts and links in
responses
• Share service requests with multiple team members
and contacts
• Post and forward internal notes
• Audit history
• Access from browsers, mobile apps, REST API
Source: Oracle Engagement Cloud R13 Demo instance

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Multi-channel Interactions
Email
• Automated Inbound Email processing
– Ability to setup multiple Mailboxes
– Create/update service request from inbound emails
– Apply email filters to block/accept certain emails
– Easy to setup Inbound email processing schedule
• Outbound Email
– HTML-formatted email templates
– Options to assign templates to message types
• Customer response, system response, forward
Chat & Co-browse
• Enable service agents to engage in chat and co-
browse session
Telephony Integration
• Configurable call flow with screen pop
• Open interface supports many 3rd party CTI providers
Social Customer Service
• Monitoring social post on popular social networks
Interaction History
• Track and report interactions across channels

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Computer Telephony Integration (CTI)
Multichannel Adapter (MCA)
• Open, connector-less extensible framework
• iFrame to host third-party toolbars
– Extensible vertical floating/horizontal toolbars
– Agent notifications
• Browser and platform independent
• Reference toolbar for simulation and testing
Seamless User Interface integration
• Streamline call flow features
– Reverse lookup
– Contact verification
– Screen pop
– Call transfer between agents
– Wrap up
– Interaction logging
• Initiate outbound calls by clicking phone numbers
• Auto-answer (push calls to available agent)
Interaction Tracking
• Interaction history
• Measure interaction metrics such as average times Source: Oracle Engagement Cloud R13 Demo instance

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Omni-channel Agent Assignment
Omni-channel framework
• Provides automated, channel-agnostic routing for
service requests (SRs) or chat
• Supplemental capability to the Assignment Manager
• Ensure effective workload management
• Work assignment determination
– Constantly watches for agent’s availability
• Presence for real-time work
• Media type availability for non-real time work
– Agent’s work type capacity
• Real time & non-real time
• Maximum capacity for work types
• Queuing and routing work together effectivity to
– Assign SRs to agent with appropriate skills
– Manage high severity issues
– Provide special handling for premium customers

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Knowledge Management - Centralized
Intelligent Search
• Natural Language Search (NLS)
• Auto-suggest the best answer to questions
Knowledge Administration
• Author and publish
– Content authoring capabilities
• FAQs and Solutions
– Manage multiple versions of contents
– Multi-language support
• Access to employees and agents via My Knowledge
Knowledge in Service Request context
• Search knowledge in the context of a specific service
request
• Insert knowledge articles in email responses
• Link articles to service request
• Recommended and Favorite tabs
Self-Service Knowledge
• Customers can search for solutions or navigate by
products from Digital Customer Service (DCS)

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Service Entitlements & Compliance
Manage Service Level Agreements (SLAs)
• Define response and resolution milestones
• Define coverage & service calendar
• Define standard coverage rules
• Manage default coverage
• Global organization wide
• Customer specific
SLA Compliance
• Response and resolution due deadlines are
automatically tracked when SRs are created/updated
• Enables to view how much time left on each
milestone and warnings if any
• Milestone history view
• Warnings/notifications when milestone thresholds are
reached
Measure Performance
• Real time metrics for milestone status and SLA
adherence
• Measure and improve service team performance

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Digital Customer Service (DCS)
Branded and Extensible
• Built on top of Oracle Visual Builder Service platform
• Robust designer with drag & drop configuration
• Match look and feel your company web sites
• Responsive user interface
• Extend with custom components
• Create more than one unique sites, multiple versions
and support 22 languages
• Requires no installation, pre-integrated with
Engagement Cloud
Allows Customers To
• Search and browse answers online
• Create, edit, and view service requests
• Contact service agents through web, chat, and
co-browse channels
• Access 24x7 anywhere
User Registration
• Enable self-registration for new user accounts

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Work Order Integration with Field Service Cloud
Work Order Synchronization
• Capture and schedule work order in service request
– Customer location and contact information
– Work order type, associated assets, case notes
– Select time slot manually or automatically based on SR
resolution milestone
Pre-built, Extensible Integration Flows
• Leverages Oracle Integration Cloud Service (ICS)
• Utilize Engagement Cloud’s Event Handling
Framework (EHF) for bi-directional work order
exchange
– Create
– Update, reschedule
– Cancel
Real-time Visibility
• Service agents get real time visibility on work status
• Field technicians continue to receive updated work
order information

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Service Analytics
Oracle Transactional BI (OTBI)
• Self-service reporting solution in Engagement Cloud
• Build your own subject areas for custom analysis
• Pre-built industry standard metrics
Pre-packaged Analytic Content
• Service request summary analytics
– Gain visibility into customer service activities
• Interaction analytics
– Helps to take smarter channel strategy decisions
• Service request milestone analytics
– Quality and consistency of service against milestones
• Omni-channel analytics
– Work assignment across queue, agent and channel
• Inbound email analytics
– Additional insight into emails received
• Social customer service analytics
– Efficiency and effectiveness of social media channels
• Service infolets

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Introduction
• Oracle Engagement Cloud is built on the Oracle Sales Cloud platform
• Existing capabilities of Oracle Sales Cloud have been leveraged while adding service capabilities
• Continues to have robust tools from Oracle Sales Cloud such as workflow, territory management,
enterprise mobile, etc.
• Developers familiar with Oracle Sales Cloud will be comfortable working with Oracle Engagement Cloud
architecture

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User Interface Layout
Larger display
- Improve the usability of UI by optimizing the usage of vertical and horizontal space on the browser.
The application displays optimum content on the landing and detail pages to avoid unnecessary scrolling.
- The new format has named subtabs rather than pictures to identify them.
- The application is device and browser responsive.

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User Interface Layout
Ability to open multiple SRs
A service agent sometimes works on multiple
service requests at a time. In order to
accommodate for this, multiple service requests
can be opened at the same time.
This is due to a new user experience pattern
that was introduced with Oracle Engagement
Cloud whereby multiple tabs are created on the
top of the service request page, one for each
open service request.
Notice how the first tab always points
to the service request list.

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List Management Mass Update
Mass update within lists
Update one or more fields for multiple
records at once from within list pages. Sales
reps and managers can select list rows for
update and edit updatable fields for
accounts, contacts, assets, activities and
custom objects in real time. Mass update for
leads and opportunities is available as part
of a previous CX Sales release.
Administrators can enable the Update button
for list pages and can configure which fields
are available for mass update for each
object.

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Search and List Management
Column management
Sales reps can now do the following using the
manage columns option to manage the
columns displayed in list layouts
• Display
• Hide
• Reorder columns
• Save column configurations.
Also, within Application Composer, sales
administrators can define the default column
order, select the columns that sales reps can
manage and can define which columns are
hidden for each object.

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Option to disable fuzzy search
Disable similar spelling in search results, called
fuzzy search, for all objects in Oracle Sales
Cloud.
A new profile option, ZCA LM FUZZY SEARCH,
allows you to enable or disable similar spelling
results for searches using the Contains
operator.
The default value for this new profile option is
‘Yes’, which enables similar spelling search by
default.

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Additional search operators for text and
choice list fields
Provide additional search options by configuring
the following operators for these non-
mandatory, standard or custom field types:
Text fields: Is Blank and Is Not Blank operators
Rolling time filters
Provide search flexibility with rolling time
filters. These new date operators include:
yesterday, today, tomorrow, last week, this
week, next week, last month, this month, and
next month.

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Add search to standard and custom subtabs
Provides the ability to search on standard and custom subtabs. In addition to a single default filter, you can add more filters to narrow the
set of records displayed on the subtab
In prior versions, we did not have filter capability and configurable search for subtabs (sub objects)

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Sales Cloud For Outlook
Data creation and synchronization
Create records within Office 365 and
synchronize data between Oracle Sales Cloud
and Office 365. Contacts, appointments, and
tasks synchronize bi-directionally between
Oracle Sales Cloud and Office 365.
• The Outlook plugin used in earlier
versions for sync with OSC is not needed
anymore
• The server sync eliminates all issues
related to installation and synchronization
in the earlier versions
• The sync is close to real-time and is not
dependent on the user performing the
sync on their laptop

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CX Cloud Mobile
- Introduced as enterprise mobile in R12 with a brand new User interface
- Has many new user enhancements for the Engagement cloud
- New platform benefits – offline capability, UI design, WYSIWYG Config
- Service Related modules now Included

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CX Cloud Mobile
In addition to adding service request functionality to the mobile
app, these are some additional general enhancements to the
mobile application.
Auto capture outbound text messages as activities
Auto-capture outbound text messages as completed tasks associated with
a customer. An automatic prompt to log the activity appears immediately
after sending an SMS text message, increasing the likelihood that the sales
rep will update their sales cloud sooner.
With increased visibility into sales activities as soon as they occur, a sales
manager can more accurately forecast future revenue. This feature was
previously only available for phone calls.

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CX Cloud Mobile
Call report customization
Customize call report create and edit views that are
used in the Oracle CX Cloud Mobile app.
Using the Mobile App Composer, you can add custom
fields and remove both standard and custom objects
related to the activity object.

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CX Cloud Mobile
Dynamic layouts by country
Define country-specific page layouts for the Oracle CX Cloud Mobile App. Sales representatives can see the appropriate page layout in the mobile
app, based on their country preference setting.

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CX Cloud Mobile
Complete offline read and write
You can now use the Oracle CX Cloud Mobile
Application in areas with poor or no network
connectivity.
You can view records from Oracle Sales Cloud or
Oracle Engagement Cloud which are stored locally
on your smartphone. You can also create or update
contacts, opportunities or custom objects. When
you reconnect to the network, all offline changes are
then synced to Oracle Sales Cloud.
Navigation panel customization
Customize the navigation panel in Oracle CX Cloud
Mobile. You can add new menu items or remove
existing menu items that appear on the side
navigation panel.

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CX Cloud Mobile
Navigate the app using Voice
The new CX app also gives the user the
ability to navigate the app using an
enhanced voice feature to search for
accounts, contacts and to create notes and
appointments

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Calendar and Activities
You can accept or reject an appointment from your email or navigate to the appointment from the email notification.

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Calendar and Activities
You can mark a task as complete from your email or navigate to the task from the email notification.

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Enhanced Usage Reporting
System Usage Reporting
Enables sales administrator and managers to create the system usage reports to understand the adoption
of the system by different users.

How Engagement Cloud
Improves Customer
Engagement

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Customer Engagement – What Experts Say
• By 2020, customer experience will overtake product and price as the key brand differentiator. (Walker Info)
• 58% of consumers are willing to spend more with companies that provide excellent customer service. (American
Express)
• 86% of consumers are willing to pay up to 25% more for a better customer experience. (RightNow)
• 23% of customers who had a good customer experience told 10+ people. (Harvard Business Review)
• A repeat customer spends 67% more than a new one. (BIA/Kelsey)
• Acquiring a new customer is anywhere from 5 to 25 times more expensive than retaining an existing one. (Harvard
Business Review)
• 70% of customers prefer to use a company’s website to get answers to their questions rather than use phone or
email. (Forrester)
• Over 50% of customers think it’s important to solve product issues themselves rather than rely on customer service.
(Zendesk)

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Key Enhancements
Unified Sales and Service Platform
• 360-degree Customer View: Engagement Cloud users are able to see from both Sales and Service view.
• Sales and Service Collaboration
Mobile and Outlook Integration
• Offline Access and Sync Capabilities
Digital Customer Service Portal
• 24x7 Self-service Capabilities with Knowledge Base and Solutions
Multichannel Communications
• Email, Chat, Co-Browsing and Telephony – Tracked as Activities
Multi-tab Capabilities
• View Multiple Detail Records - Able to view multiple Service Requests as tabs within the application
Agent Productivity Enhancements
• SmartTool, Dynamics Links for Service Request, Agent Scheduling/Assignment Capabilities

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High-Touch Clients
What is High Touch?
• Customer service that requires high human interactions and they prefer having a reliable
“point person” on their business.
Financial, Banking and Manufacturing Companies
• Single platform
• 360-degree view of clients
• Perform sales and support (customer service) activities
• Promote cross selling

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Overall Benefits
Sales
• 360-degree view of clients
Service
• Cross selling
• Insights-related products
• Promote product after a call
Customers
• Portal - Self service
• Multichannel Communications - Clients can communicate and interact through various channels
• Real-time Notifications - Clients can be engaged throughout different processes
• Implement one solution instead multiple solutions
• Increase customer engagement -> Customer satisfaction -> Increase loyalty

Questions
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Improve Customer Engagement and Loyalty with Oracle Engagement Cloud

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