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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

• 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

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

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Q&A