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Customers Expect Great Service With Less Effort
Customers Say
71%
Source: Customer Experience Online Survey, 2013
valuing their TIME is themost
important thing a company can
do to provide good service

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Customers Are Interacting Over Many Channels
Telephoning a company and speak to an agent
Help or frequently asked questions (FAQs)
on a company’s website Sending an
email to customer service
Instant messaging/online chat with alive person
Click-to-call
Online forum or community with other customers
Screen sharing
Virtual agent
Sending mobile/SMS message to the
company requesting assistance
Contacting a company using Twitter
%73
%73
57%
67%
56%
58%
30%
%43
%33
23%
32%
30%
28%
24%
%11
22%
2012
2009*
Base: US online adults who have used any customer
service method in the past 12 months
* US online adults who have used any customer servi ce
method in the past 12 months (multiple responses
accepted)
Source: North American Technographics Customer Expe rience Online Survey, Q4 2012 (US)

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Customers Are Crossing Engagement Channels

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Customers Are Deeply Mobile Enabled
BASE: 19,320 US online adults (ages 18 to 33)
*Base: 61,104 US online adults (ages 18+)
Source: North American Technographics Online Benchmark Survey (Part1), 2013

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Adopt A Mobile Mindset For Customer Service
Source: Accenture Global Pulse Survey, 2013

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Keep Customers In The Loop
Savings on carrier costs Lower costs for agents Less infrastructure
• Decreased number of calls
• Fewer incoming lines
• Reduced long distance charges
• Fewer agents
• Lower overhead & training
• Lower recruitment costs
• Fewer space requirements
• Fewer support staff
• Support for green initiatives
February 2012 “Update 2012: Proactive Outbound Notification Saves Money”
PHONE IVR SMS Social E-mail Web Chat

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Connect Knowledge Across All Touchpoints
eMail Phone Forums
SearchSocial
Self-ServiceCo-browse
ChatFeedback

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• ENGAGE YOUR CUSTOMERS: Making it easy for your
customers to engage with your brand at anytime.
• EMPOWER YOUR EMPLOYEES: Making it easy for
your agents to consistently service the need of customers
• ADAPT YOUR BUSINESS: Making it easy to adapt
continuously to the changing needs of the business
How Do You Get There?
Track Your Maturity.

9. ORACLE ROADMAP TO MODERNTM
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.

10. ORACLE ROADMAP TO MODERNTM
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Create Your Blueprint Roadmap To Modern

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Modern Service Cloud Vision: Service Everywhere
Engage Customers Empower Agents Adapt Quickly
Mobile is the Initiation Point
Extend Self-Service into Every
Channel
Make Switching Channels
Easy
Provide a complete view of Understand the Customer the
customerand their Issues
Drive Resolution ProcessPrevent the
Preventable
Eliminate Manual Get Your Customers
IntegrationInvolved

12. ghts reserved.

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Connected, Engaging & Personal
Web Customer Service
Self-Service
Pixel Perfect Support
Sites and Widgets
Mobile Self-
Service
Global Device Support
Email Support
Complete Email
Response Management
Integrated Knowledge
Single Knowledgebase Across All
Channels
Live Chat
Industry Leading Chat
& Proactive Chat
Co-Browse
In Depth Agent
Assistance
Social Self-Service
Leverage the Power of
Customer Knowledge
Smart Engagement
Guides & Troubleshooters

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CAPABILITY HIGHLIGHTS
• Optimize Agent Utilization when assigning chats
• Queue Performance by Profile Report
• Trending Reports on queue/skill traffic,
performance and agent workload mix
KEY BENEFITS
• Improve chat agent responsiveness and
productivity by evenly distributing workload
• Better understand how traffic from a chat queue
is handled by different agent groups
• Detect trends in changing skill and staffing
requirements

15. CAPABILITY HIGHLIGHTS
• Collaborate in context of an incident between
agents and subject matter experts
• Prioritize conversations by Incident severity or
time to SLA
• Access collaboration through mobile devices,
Outlook, and web browsers to participate in
conversations
KEY BENEFITS
• Get the right answer by tapping into knowledge
of experts around the company without leaving
the Agent Desktop
• Focus collaborators on the most important items
first
• Accelerate collaboration by extending
collaboration across interfaces and devices