advanced service for the communications industry an omni-channel experience kathy green master...

Advanced Service for the Communications IndustryAn Omni-Channel Experience

Kathy GreenMaster Principal Sales ConsultantOracle Service AutomationSeptember 29, 2014

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |


Safe Harbor StatementThe 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.

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 4

Customer Experience is the Top IT Investment for CSPs1 …But Are You Delivering the Experience Your Customers Want?

Know Me

Value Me Earn My Trust

Enable Me Show You Know Me

Solve My Problems


Disconnect of People, Processes, and TechnologyFrustrates Customers and Fragments the Customer Journey

Source: : TMForum Insights Research: Customer Experience – Hitting a Moving Target, Sep 2013Heavy Reading: Crafting a Unified Cross-Channel Customer Experience, February 2013, Ibid Global Telecoms Business: Operators need a new, purpose-designed platform to enable accelerated support of services, 2014

CSPs lack integrated BSS/OSS systems

84%

CSPs lack integrated channels

63%

Shoppers switch operators when purchasing a device

30%

Wireless operators don’t remember customer info from

one touch point to another

70%

http://www.tmforum.org/ResearchPublications/7097/home.html?q=Insights_Research_Reports

http://www.tmforum.org/ResearchPublications/7097/home.html?q=Insights_Research_Reports

http://www.google.com/url?sa=t&rct=j&q=&esrc=s&source=web&cd=1&cad=rja&uact=8&ved=0CB8QFjAA&url=http://www.oracle.com/us/corporate/analystreports/heavy-reading-customer-experience-1906553.pdf&ei=TanEU973O-aEiwLV5IGYAQ&usg=AFQjCNGpl9MkZHeCLIfk34Z-8l7AzvrWew&bvm=bv.71126742,d.cGE

http://www.google.com/url?sa=t&rct=j&q=&esrc=s&source=web&cd=1&cad=rja&uact=8&ved=0CB8QFjAA&url=http://www.oracle.com/us/corporate/analystreports/heavy-reading-customer-experience-1906553.pdf&ei=TanEU973O-aEiwLV5IGYAQ&usg=AFQjCNGpl9MkZHeCLIfk34Z-8l7AzvrWew&bvm=bv.71126742,d.cGE

http://www.globaltelecomsbusiness.com/article/3309941/Operators-need-a-new-purpose-designed-platform-to-enable-accelerated-support-of-services.html

http://www.globaltelecomsbusiness.com/article/3309941/Operators-need-a-new-purpose-designed-platform-to-enable-accelerated-support-of-services.html


More Channels, More Choice, More Access

1 channel 2 channels 3 channels 4 channels 5 or more channels

25% of consumers use less than 3 channels

75% of consumers use 3 or more channels

*Source: Ovum

Most Customers Cross Many Channels


7

The Reality? CX Officers Struggle to Deliver a Positive, Consistent CX Across Channels, LOBs & the Customer’s Journey

Impact: 78% of CSP customers don’t receive a cohesive experience across channels2

Source: Customer experience management (CEM) top driver of telco IT investments in 2014 (Ovum) TM Forum: A Tale of Two Priorities: Collaboration and Consolidation in the Telco Industry

http://www.mediabuzz.com.sg/asian-emarketing/e-commerce-a-affiliate-marketing/2130-customer-experience-management-cem-top-driver-of-telco-it-investments-in-2014



http://perspectives.tmforum.org/atale-of-two-priorities-collaboration-and-consolidation-in-the-telco-industry/


LOBs Struggle to Work Together and Overcome Challenges to Improve the Customer Experience

No support for omni-channel operationsFragmented customer view and strategy

Lack of prospect and customer insightsInefficient/ manual processes

Commerce Social ServiceMarketing


Service Challenges are Crippling CSPs

Siloed Channels

Fragmented customer data

Inconsistent issue resolution

Difficult to adapt

1

2

3

4

<20% CSPs make cross-channel a priority

Average 50M customer records in different systems

50% of questions answered unsatisfactorily

#1 barrier to better CX is inflexible technology


Service Challenges are Crippling CSPs

Siloed Channels

Fragmented customer data

Inconsistent issue resolution

Difficult to adapt

Engage Customers – Make it easy for customers to engage with your brand

Empower Employees – Make it easy to serve customers

Adapt Quickly – Easily adapt to the needs of your business

Customer Service Provider Challenges Modern Service Approach

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 11

Modern Service Cloud Vision: Service Everywhere

Mobile is the Initiation Point

Extend Self-Service into Every Channel

Make Switching Channels Easy

Engage Customers

Provide a complete view of the customer

Drive Resolution Process

Eliminate Manual Integration

Empower Agents

Understand the Customerand their Issues

Prevent the Preventable

Get Your Customers Involved

Adapt Quickly


ORACLECOMMERCE CLOUD

ORACLESALES CLOUD

ORACLEMARKETING CLOUD

ORACLESERVICE CLOUD

ORACLESOCIAL CLOUD

Cross Channel Contact Center

Knowledge Management

Web Customer Service

BillingInsight

Service Cloud Platform

Oracle Service Cloud





BillingInsight


EMPOWER


Of consumers attempt to find an answer themselves through online support

Of consumers will prefer to self-serve rather than speak to an agent – that number goes up close to 1 in 2 for Gen Y

Of prospective buyers say ‘I am very likely to abandon my online purchase if I cannot find an answer to my question’

67% 52% 1 in 3

1 North American Technographics Customer Experience Online Survey, Q4 2012

2 Understand Communication Channel Needs To Craft Your Customer Service Strategy, Kate Leggett, Forrester, May 2013

3 North American Technographics Customer Experience Online Survey, Q4 2012

Web Service Continues to Grow In Importance


“On average, 63% surveyed Gen-Z (ages 18 to 23) agree with the statement: “Valuing my time is the most important thing a company can do to provide me with good online customer service”

Source: Forrester Research Inc, North American Technographics® Customer Experience Online Survey, Q4 2012(US)

Source: Understand Communication Channel Needs To Craft Your Customer Service Strategy, Kate Leggett, Forrester Research Inc, March 11, 2013


Achieve Sustainable Growth & Profit

INCREASE PRODUCTIVITY 24X7

REDUCE VOLUME THROUGH DEFLECTION

LOWER COSTS WITH SELF SERVICE

EFFICIENCY (LOWER EFFORT)

INCREASE SATISFACTION WITH CHANNEL CHOICE

IMPROVE LOYALTY BY MEETING NEEDS

DRIVE HIGHER ADVOCACY

RETENTION (STRENGTHEN RELATIONSHIPS)

INCREASE OPPORTUNITIES

IMPROVE CONVERSIONS WITH INCREASED ENGAGEMENT

PROACTIVELY DRIVE MORE SALES

ACQUISITION (INCREASE REVENUE)


BT is one of the world’s leading communications services companies, serving the needs of customers in the UK and in more than 170 countries worldwide.

British Telecom

ChallengeBritish Telecom wanted to improve service and reduce cost with right channeling. It also wanted to increase up-sell/cross-sell with precisely targeted offers.

SolutionOracle CX Cloud Oracle Service Cloud

- Web Customer Service- Knowledge- Email Management- Chat

Siebel Contact Center Real-Time Decisions

Results Greater self-service

reduces inbound calls/email s

Faster resolution and lower costs via right channeling

Higher upsell/cross-sell with targeted offers and consistent, personalized , cross-channel service





BillingInsight



Sources: Google “The New Multi-Screen World”, Ovum “Optimizing Customer Service in a Multi-Channel World”, Oracle CX Survey, 2013.

Change as fast as your customers doModern Customer Service Imperative

say inflexible technology prevents adapting to new ways of doing business.

only 60% 29%

of your customer service agents will recommend your company.

Employees who deal directly with customers are the least engaged

of customers will take their business elsewhere

after one bad experience

89%


Contact Center Desktop Integration

Contact Center

Back End Systems

Trouble Management Contact Service

Account ServiceDevice Service Customer Service

Order/ Management

Oracle RTD (Product Recommendation)

OBIEE(Customer Analytics)

Administrator

Develop and deploy new or changes to

Desktop integration add-in

s, workflows, e

tc., to

Service Cloud

Changes automatically deployed to Service Cloud Desktop

Historical Data consolidated from Service Cloud

instances

Customer Firewall

Interaction between Service Cloud Desktop and Backend

Systems

Service Cloud

Workflow, Scripting,

Interaction History

Interaction History


Contact Center Buyer – Business Drivers

Up-sell percentageConversion ratesAbandon rate

ACQUISITION (INCREASE REVENUE)

First contact resolutionContact qualityService levelsSatisfaction scoresNet promoter scoreChurn rate

RETENTION (STRENGTHEN RELATIONSHIPS

AND ENHANCE CX)

Cost per contactContacts per agentAverage handle timeResolution timeSelf-service percentageAgent turnover

EFFICIENCY (LOWER EFFORT)


Cablevision Systems Corporation is a leading telecommunications and media company with a full suite of advanced digital television, voice and high-speed Internet services and valuable local media and programming properties.

Cablevision

ChallengeCablevision wanted to provide consistent service across channels while maintaining customer history, including social interactions.

SolutionOracle CX Cloud Oracle Service Cloud

- Contact Center- Web Customer Service- Knowledge- Email Management- Chat- Social Monitor

Results Consistent, cross-

channel service, incl. social and mobile

Faster response with proactive engagement

Increased access to agent support with mobile chat





BillingInsight



of customers who have a low-effort service experience will buy from that same company again3

of case resolution time is spent on researching the issue1

80% 94%

1 TSIA Benchmark Study.

2 CFI Group, Contact Center Satisfaction Index 2013.

3 CEB, Delighting Customers Doesn't Pay, Making Their Lives Easier Does, 10 Oct 2013.

of orgs expect to lose customers if self-service options are limited

to static FAQs3

59%

Why is Knowledge Management Critical to Your Business?

http://www.cfigroup.com/downloads/CFI_contact_center_satisfaction_index_2013-eo.pdf

http://www.multivu.com/mnr/59759-ceb-outlines-why-an-effortless-experience-is-the-key-to-customer-loyalty


“An investment in knowledge pays the best interest” - Benjamin Franklin

“Knowledge is of no value unless you put it into practice” - Anton Chekhov

Facts

Wisdom

Skill

UnderstandingAwareness

Education

Experience

News

Information

Familiarity

Expertise

Learning

Knowledge


NOT…

Intranet

Website

CRM Case notes

Product Manuals

Social Forums

File SystemsSpeed of

InnovationQuickly Analyze & Improve Content1

Complex Product & Regulatory Support

Answers in Context of Interaction2

Find Answers Anywhere

Disconnected Content & Data

3

Knowledge Retention

Easily Collaborate & Create Knowledge 4

Multilingual and Global Needs

Expanded Language Dictionaries & Search 5

Why is Knowledge so Challenging?


Pennsylvania-based provider of entertainment, information, and communications products and services. It offers cable television, broadband Internet, telephone and security services to residential and commercial customers in the United States.

Comcast

ChallengeComcast wanted to improve the accuracy and consistency of its agent-assisted call handling. It needed to provide fast and intuitive information access to agents during calls to reduce average hold time, repeat calls, and needless service dispatch.

SolutionOracle CX Oracle Knowledge

AnswerFlow Contact Center Self-Service – Mobile

& Web

Results Improved handling of

complex tech issues Provided integrated

view of customer and device info

Improved knowledge and productivity of agents

Improved employees’ and customers’ self-service capabilities





BillingInsight



Customer Experience Pain Points

Increasing complexity of products and services being offered to customers

High customer dissatisfaction and churn#1

High volume of billing & payment customer issues

High cost of issuing paper bills or invoices and delays in receiving payments

Oracle Confidential – Internal 29

$


60% to 90%of all customer issues are billing related


86%Give consumers great service and 86% will pay more —10% to 25% more.


High ROI: Saves Millions of Dollars/Year & Grows RevenueProvides an engaging and informative application that promotes customer loyalty to:•all Customer Self-Service channels

(Mobile to Desktop)

•all Agent-Assisted Care channels (Chat to Call Center)

Enhances revenue per customer through targeted offers based on usage, spend, payment history, and other metrics

Promotes an ongoing relationship improving customer retention

Deflects most customer call center calls (saves $3 to $5/call)

Increases Agent-Assisted efficiency (saves minutes/call)

Increases customer satisfaction and reduces churn

Enables consolidated paperless billing and electronic payments

Reduces printing & mailing (saves $1 to $1.50/month/bill)

Accelerates collections (reduces DSO by 3 to 5 days)


$


COMPANY OVERVIEW• Worldwide provider of wireless telecommunications services• More than 400 million customers• Operating Companies in 30 countries

• Partner Companies in 50 more• 2,200 owned retail outlets

• 10,300 additional branded franchises and dealers• 91,000 employees• $72 billion in annual revenue

CHALLENGES/OPPORTUNITIES• Increase customer satisfaction• Improve Net Promoter Scores• Drive-up online adoption through self-service enrollments• Reduce the operational costs of billing and assisted customer care• Gain economy-of-scale through standardization• Create a cornerstone now for long-term multi-channel CX• Provide consistent content on mobile, tablet, portal, and browser devices• Consolidate billing information from multiple back-office billing systems• Use self-service as competitive advantage to attract new customers• Reduce churn by retaining existing customers

SOLUTIONS• Oracle Self-Service E-Billing for Consumer and Business – On Premise

RESULTS• Significant increases in customer satisfaction and adoption

Wave 1:• Ireland, • Czech Republic• Turkey• South Africa• Portugal

• Net Promoter scores went from negative to high-positive• Consistent implementations across all 7 countries reduced

development costs, time-to-deployment, and maintenance• Partner with Infosys for application Integration• Vodafone Germany mobile app. based on REST APIs• Vodafone Spain single app. for Consumer & Business

Vodafone Group – On PremiseWorldwide Deployments Creates Value

Wave 2:• The Netherlands• Hungary Wave 3:• Germany• Spain


Shift to Modern Communications

Generic Personalized

Complex, Rigid Simplified, Agile

Data-Drowned Data-Driven

Manual, Inefficient Automated, Streamlined

Fragmented Connected

Yesterday / Today Today / Tomorrow


Oracle’s Cloud Leadership

21,500,000+ End Cloud Users

13 Global Data Centers 2+ Billion

Cloud Transactions per Day

Cloud Customers in

180+ Countries34 Languages

10,000+Cloud Enterprise Customers

2,100+ CloudCX Customers


Curious About Field Service in the Cloud?

Interested in Learning More About the Oracle Acquisition of TOA Technologies?

Connecting the Call Center to the Field – TOA Presentation

Tuesday Moscone West - 30015:30 PM - 6:15 PM CON8926

Connecting the Call Center to the Field – TOA Presentation

Thursday Moscone West - 3001A11:30 AM - 12:15 PM CON8926

TOA Demo BoothCX Central - Networking Station #WL3-206Moscone West - 3rd FloorJoin Us to Find Out More!


Schedule SlidesWith Speakers

Oracle Confidential – Internal/Restricted/Highly Restricted 36


Monday, September 29, 2014Oracle Service Cloud Track Sessions

Session Time Room ID

Maximizing Wallet Share for Retail BanksMike Samuels, Master Principal Sales Consultant, Oracle

3:00 PM - 3:45 PM

Moscone West - 3001

CON8939

Modern Customer Experience for RetailDeserie Anton, Principal Solution Consultant, Oracle

4:15 PM - 5:00 PM

Moscone West - 3001

CON8938

Modern Customer Service for Life SciencesTim Kvanvig, Sr Director, Life Sciences, OracleJP Saunders, Sr Dir Product Strategy, Oracle

5:30 PM - 6:15 PM

Moscone West - 3001

CON7821


Tuesday, September 30, 2014Oracle Service Cloud Track Sessions


Modern Customer Service and the Oracle Service Cloud VisionKate Leggett, VP and Principal Analyst, Forrester Research, Inc.Vijay Malladi, Domain Head- Oracle CX, WIPRO LimitedScott Shute, VP Global Customer Operations, LinkedInDavid Vap, GVP, Oracle

10:15 AM - 11:30 AM

Moscone West - 3001

TGS8854

Oracle Service Cloud Solution OverviewVijay Malladi, Domain Head- Oracle CX, WIPRO LimitedLouis Ross, VP, Coach Relations, Beachbody, LLCStephen Fioretti, VP, Product Management, Oracle Service Cloud, Oracle

12:00 PM - 1:00 PM

Moscone West - 3001

TGS8920

Driving Great Customer Experience with Siebel ServiceScott Weiler, CRM Practice Director, Speridian TechnologiesTiffany Blair, Senior Principal Product Manager - Public Sector CRM, Oracle

12:00 PM - 12:45 PM

Moscone West - 3001A

CON8613

Oracle Service Cloud RoadmapChristopher Patterson, Sr. Dir. Service Cloud Product Management, Oracle

4:15 PM - 5:00 PM

Moscone West - 3001

CON8921

Oracle E-Business Suite Service Products: Strategy and RoadmapSanjeev Sahni, Director, Oracle

4:15 PM - 5:00 PM

Moscone West - 3009

CON7740


Tuesday, September 30, 2014 (continued)Oracle Service Cloud Track Sessions


Successes of Unified Brand ExperienceKieran Forsey, UBX Director, Solutions for Retail Brands LtdJan Fura Fura, Client Director, Solutions for Retail Brands LtdMatthew Banks, Senior Director, CX, Oracle

5:30 PM - 6:15 PM

Moscone West - 2000

CON3925

Oracle Modern Roadmap: Become a Modern Customer Service OrganizationJP Saunders, Sr Dir Product Strategy, Oracle

5:30 PM - 6:15 PM

Moscone West - 3000

CON10321

Connecting the Call Center to the FieldKayleigh Fitch, Senior Public Relations Specialist, TOA Technologies Inc.Jeffrey Wartgow, Vice President Product Marketing, TOA Technologies Inc.Melinda Uhland, Director, Product Management, Oracle

5:30 PM - 6:15 PM

Moscone West - 3001

CON8926

Oracle Service Cloud: LiveLOOK CobrowseMichelle Brusyo, Sr. Product Manager, Oracle

5:30 PM - 6:15 PM


CON9823


Wednesday, October 1, 2014Oracle Service Cloud Track Sessions


General Session: Oracle Applications—Don’t Sit on the SidelinesThomas Grimes, CIO, Global ERP, General ElectricMichelle Lapierre, Sr Dir, Customer Experience + Social Media, Marriott IntlLuci Love, Head of HR Shared Services, BG GroupRalph van Dijk, Chief Market Officer, Atradius Collections N.V.Steve Miranda, Executive Vice President, Oracle

8:30 AM - 9:30 AM

Moscone West - 2008

GEN7778

Modern Customer Service Advisory PanelKendall Nygard, Vice President, Service Experience Team, Ameriprise Financial IncKelli Pilgrim, Director, Linkedin CorporationAlex Marxer, President, ResortCom International LlcMichelle Brusyo, Sr. Product Manager, Oracle

10:15 AM - 11:00 AM

Moscone West - 3001

CON8916

Oracle Service Cloud RoadmapChristopher Patterson, Sr. Dir. Service Cloud Product Management, Oracle

10:15 AM - 11:00 AM


CON8921

Transformation of Employee Support at OracleMichael Mcparland, Vice President, Incident & Request Management, Oracle

11:30 AM - 12:15 PM

Moscone West - 2000

CON9480


Wednesday, October 1, 2014 (continued)Oracle Service Cloud Track Sessions


Extending Knowledge Management to Empower the FieldKyle Martin, Knowledge Management Leader, Ingersoll RandManish Nashine, IT Director, Ingersoll RandMelinda Uhland, Director, Product Management, Oracle

11:30 AM - 12:15 PM

Moscone West - 3001

CON8946

Oracle Service Cloud for Oracle E-Business SuiteJulia Neary, Customer Experience Manager, Pella CorporationJustin Anderson, Senior Director, Product Management, Oracle

11:30 AM - 12:15 PM


CON8927

Web Customer Service on the Bleeding Edge (of a Sword) at Zenimax OnlineBoyd Beasley, Director, Customer Support at ZeniMax Online StudiosDavid Fulton, Director of Product Management, Oracle

12:45 PM - 1:30 PM

Moscone West - 3001

CON8914

Oracle Service Cloud for Siebel ServiceScott Uptain, Executive Manager, Global Business Systems, Intergraph CorporationRhianna Albert, Director, CX Solutions Consulting, eVerge Group, LLCChristopher Patterson, Sr. Dir. Service Cloud Product Management, Oracle

12:45 PM - 1:30 PM


CON8917




Achieving Excellence in Customer ServiceJohn Green, Client Relationship Manager, IDP EducationRaleigh Burgess, CEO, BlueLeap LLCStephen Fioretti, VP, Product Management, Oracle Service Cloud, Oracle

2:00 PM - 2:45 PM

Moscone West - 3001

CON8925

Best Practices in Knowledge Management David Kay, Principal, DB Kay & AssociatesNina Patel, Director, Global Knowledge Management, GCX, EbayNav Chakravarti, Vice-President, Oracle Knowledge Management, OracleErin Knapp, Director, Knowledge Management Proactive Support, Oracle

2:00 PM - 2:45 PM


CON8934

How Service Executives Make Memorable Impressions with Siebel Service and Oracle Service Cloud

Hosna Keyhan, CIO, NebuLogic Technologies, LLCNivas Nallanthi, Chairman & CEO, NebuLogic Technologies, LLCTiffany Blair, Senior Principal Product Manager - Public Sector CRM, Oracle

3:15 PM - 4:00 PM

Moscone West - 2007

CON8509




Putting Knowledge at the Heart of ServiceJeri Shelton, Director, CX Engineering, ComcastMichel van Zantbeek, Manager Knowledge Management Center, Achmea Interne Diensten N.V.Nav Chakravarti, Vice-President, Oracle Knowledge Management, Oracle

3:15 PM - 4:00 PM

Moscone West - 3001

CON8915

Best Practices in Online Customer EngagementJason Hillner, Exec. Director, Solutions Consulting, eVerge Group, LLCChristopher Patterson, Sr. Dir. Service Cloud Product Management, Oracle

3:15 PM - 4:00 PM


CON8911


Thursday, October 2, 2014Oracle Service Cloud Track Sessions


General Session: CX Central @ OpenWorld—It’s a Wrap!Aaron Shidler, VP, CRM Product Development, Oracle

9:00 AM - 9:45 AM

Moscone West - 2008

GEN8890

Customer Experience Journey Mapping Workshop: An Eye-Opening ExperienceCoryn DeGrands, VP, Sales Operations & Customer Service at Emerson Network PowerTimothy Loomis, Senior Director, Sales Consulting, Oracle

10:15 AM - 11:00 AM

Moscone West - 3009

CON8795

The Best of Both Worlds, Cloud to Ground: A Siebel/Oracle RightNow Integration StoryRhianna Albert, Director, CX Solutions Consulting, eVerge Group, LLCShiloh Madsen, Developer, eVerge Group, LLC

11:30 AM - 12:15 PM


CON3929

Oracle Service Cloud: Overview and Roadmap for Web Customer ServiceDavid Fulton, Director of Product Management, Oracle

11:30 AM - 12:15 PM

Moscone West - 3001

CON8908

Connecting the Call Center to the FieldKayleigh Fitch, Senior Public Relations Specialist, TOA Technologies Inc.Jeffrey Wartgow, Vice President Product Marketing, TOA Technologies Inc.Melinda Uhland, Director, Product Management, Oracle

11:30 AM - 12:15 PM


CON8926


Thursday, October 2, 2014 (continued)Oracle Service Cloud Track Sessions


Oracle Service Cloud Cross-Channel Contact Center Overview and RoadmapJustin Anderson, Senior Director, Product Management, Oracle

12:45 PM - 1:30 PM

Moscone West - 3001

CON8945

Policy Automation with Oracle Service Cloud: Overview and RoadmapDavin Fifield, VP Product Development, Oracle Policy Automation, OracleJasmine Lee, Principal Solution Specialist, Oracle

12:45 PM - 1:30 PM


CON8909

Oracle Service Cloud Knowledge Management Overview and RoadmapNav Chakravarti, Vice-President, Oracle Knowledge Management, Oracle

2:00 PM - 2:45 PM

Moscone West - 3001

CON8855

Oracle Service Cloud Platform Overview and RoadmapChris Heilig, CTO, eVerge Group, LLCShon Wedde, Sr Dir, Oracle Service Cloud, Oracle

2:00 PM - 2:45 PM


CON8910

advanced service for the communications industry an omni-channel experience kathy green master...

Documents

oracle andor

customer info

customer journey source

cohesive experience

csps lack integrated

telco industry slide

sole discretion of oracle

service challenges