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Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 1

(Self-)Service AnywhereAttila Edvi-Illes, Senior Solutions Consultant (CX) – Central-Eastern Europe

Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |

Oracle CX Cloud Suite

Data Management

Analytics & Data

Visualization

Application Development

Content & Collaboration

Process & Integration

Identity & Security

Unified CX Platform

CX Cloud Apps

Oracle Commerce Cloud

Oracle Sales & Engagement

Cloud

Oracle CPQ Cloud

Oracle Service Cloud

Oracle Social Cloud

Oracle CX Marketplace

Oracle Marketing Cloud

2Copyright © 2017, Oracle and/or its affiliates. All rights reserved. |


ORACLECOMMERCE CLOUD

ORACLESALES CLOUD

ORACLEMARKETING CLOUD

ORACLESERVICE CLOUD

ORACLESOCIAL CLOUD

Cross ChannelContact Center

KnowledgeManagement

Web CustomerService

PolicyAutomation

Service Cloud Platform

Field ServiceManagement

Oracle Service Cloud

Copyright © 2018 Oracle and/or its affiliates. All rights reserved. |

Meet Tibor….

Tibor is one of simpliBANK`s faithful customers.

He is now looking for a private loan / car loan option and he checks various offers from more financial institutions.

He wants to find what related personal / car loan products his main bank may offer.

Now he accesses simpliBANK`s self-service website for first look…….


Tibor is pleased with the self-service portal…..

Fully branded: Tibor finds the customer self service portal fully embedded in the simpliBANK website.

Cross-channel: Tibor can start a conversation on web, email, chat (co-browse), mobile app and social

Responsive design: it is optimized for his desktop, tablet and smartphone

Same knowledge base everywhere: Tibor can find relevant answers everywhere

Smart Assistant Embedded: Tibor is provided with possible answers based on the context and encouraged to use the Knowledge Base instead of opening an incident

5

SCREENSHOT GOES HEREreflection-glare is separate layer,

needs to be “Move to top”


Tibor can also go social with Social Self-Service

Community knowledge base and knowledge sharing:Tibor can discuss ideas, pose questions, and share experiences with the community

Content generation: Tibor can create his own article to enhance knowledge base, he can also rate or comment on official answers

Facebook integration: Tibor can also browse and find answers on simpliBANK`s Facebook community page

6


Tibor still has a problem….

Tibor still has some questions about the personal loan / car loan offering he has found on the web, so he decides to contact the customer service to ask for further assistance…..


Tibor finds it easy to submit a request via mail, (video) chat, social….

8


… so he starts his chat session

9


Liza is a Customer Service Representative who is working at simpliBank`s customer service center for about 4 weeks.

She receives incidents from the support page, phone calls, chat, social escalations and more.

She is able to access all past issues and product documentation to aid in her support, being also able to contribute to new knowledge content creation.

Meet Liza…Customer is escalated to a Live Agent


Liza has all the tools to manage the service request

Confidential – Oracle Internal/Restricted/Highly Restricted 11

360-Degree Customer view: Liza can review Tibor`s past service experience and interactions.

Unified interface: Liza can manage all customer interactions with Tibor across all channels.

Full integration: Liza also has the relevant customer data from eCommerce, Billing, Order Management, Telephony, etc...

Social channels: Liza can monitor social channels and respond directly from the agent desktop

Surveys & Questionnaires: Liza can easily create and publish surveys with a variety of question types and flexible design options


Liza has all the tools to manage the service request

Single knowledge repository: Liza can support all agent facing channels using the same knowledge base

Web-bases WYSIWYG editor: Liza can simply create knowledge content

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Rich Media Support: Liza can deliver compelling knowledge interactions with rich media embedded

Content authoring and approval: Liza can use the built-in standard and custom workflows to get her new content asap approved asap

Co-browse, Live (Video) Chat, Chatbot enabled Chat:Liza can perform more personal engagements with Tibor


Q&A

13


Social Self-ServiceLeverage the Power of

Customer Knowledge

Web Customer Service

Email SupportComplete Email

Response Management

Live ChatIndustry Leading Chat

& Proactive Chat

Self-ServicePixel Perfect Support

Sites and Widgets

Smart EngagementGuides & Troubleshooters

Integrated KnowledgeSingle Knowledgebase Across

All Channels

Mobile Self-ServiceGlobal Device Support

Co-BrowseIn Depth Agent

Assistance

Connected, Engaging & Personal


SearchContext Sensitive &

Self-Learning

Content AuthoringCreation Workflow,

Versioning & Security

Guided KnowledgeContext Driven Guides &

Troubleshooters

Knowledge

EverywhereAPIs to Deliver Knowledge

Where It’s Needed

AnalyticsKPIs, Usage &

Effectiveness

Smart AssistantBest Answer Suggestions

Authoring

CollaborationPeer-Assisted Answer

Creation

Social KnowledgeCombine Company Knowledge

With Community Knowledge

Integrated KnowledgeSingle Knowledgebase Across

All Channels & Oracle CX

Knowledge Management

Intelligent, Insightful, Everywhere

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