Wednesday Feb 11, 2015

Oracle Co-browse Recognized by Frost & Sullivan for Innovation and Product Leadership by Michelle Brusyo

On January 14, 2015, Frost & Sullivan presented the Oracle Co-browse team with the 2014 North American Co-browsing Applications Product Leadership Award at an awards gala closing out the Innovate the Way You Innovate event in San Diego, CA.

Accepting the award on behalf of Oracle, Igor Khalatian remarked that 2014 was an exciting year for co-browse technology. LiveLOOK, the company he founded in 2008, was acquired by Oracle with co-browse becoming an important feature of the Oracle Service Cloud solution. The product itself was re-imagined, completely changing the way that businesses can provide live help to online and mobile customers. Oracle Co-browse was designed to be fast and easy-to-use, while addressing the privacy and security concerns of enterprise organizations and supporting the wide range of evolving use cases for screen sharing during a service interaction. The ability to securely co-browse any combination of web, mobile and desktop content is unique to Oracle Co-browse, as is its ability to handle any type of rich web media, including responsive design. This feature, called TrueView, is one of the main reasons Frost & Sullivan recognized Oracle as the leader in co-browsing technology.  

Frost & Sullivan Research Analyst Ben Gresham noted in a February 11 announcement that, “Oracle Co-browse addressed the challenge of exactly replicating views with the TrueView feature. This solution presents agents with the actual views of the customers’ screens as they have it configured at their end. This is a huge improvement over screen-sharing and regular HTML-based co-browsing solutions because if the customers change display settings, the alterations are transferred to the agents in real time.” 

It is exciting to receive this award from Frost & Sullivan, validating that Oracle’s Co-browse solution is meeting an important business need to provide efficient, personalized service to online and mobile customers.  

If you’re looking for more information about how Oracle Co-browse compares to screen sharing and HTML-based co-browsing solutions, this outline goes through the differences in detail. Also check out the full report from Frost & Sullivan outlining the industry challenges that the Oracle Service Cloud addresses with its leading Co-browse solution here.  

Scott Seebauer, Michelle Brusyo and Igor Khalatian of Oracle accept the Frost & Sullivan award for innovation in co-browse technology January 14, 2015.

Friday Dec 05, 2014

Field Service Management Top Ten: Talking the Talk by Tori Ballantine

As with any industry, there is a lot of lingo involved when talking about field service management. Don’t worry if you don’t know all of the terms: we’re here to help. Here is a glossary of the top ten words and phrases that are frequently used in field service management.

1. Field Service Management

Field service management is the practice of organizing, scheduling, and routing mobile employees. This sort of management is critical to the success of businesses in a wide variety of industries and typically includes a dispatch or call center as well as a field workforce. Field service management is used by companies of all sizes, from smaller organizations with ten mobile employees to large companies with tens of thousands of staff providing services all across the globe every day.

2. Field Technician / Mobile Employee 

A mobile employee, referred to as a technician in some industries, is a member of an organization’s mobile workforce. These staffers perform services in the field – at customers’ homes, places of business, or in isolated areas far from population centers. These services are wide-ranging, and can include:

  • Delivery
  • Service and repairs
  • Safety and security
  • Installation
  • Maintenance

3. Mobile Workforce 

The mobile workforce collectively refers to an organization’s mobile employees. Mobile workforce sizes and types vary greatly between industries and specific companies. For example, some businesses employ only their own field staff while others rely completely on subcontractors. Many rely on a hybrid model, comprised of both direct and third-party mobile employees. One common theme that impacts all mobile workforces is the need to effectively schedule appointments and plan routes so that customers receive the best service possible.

4. Cloud Computing 

Cloud computing refers to a method of storing information on remote servers that are accessed through the Internet. When data is stored and processed in the cloud, it can be accessed by any authorized user who has an internet connection. This makes the information globally accessible. The opposite of cloud computing is storing data locally on a personal machine or an in-house server.

5. Software as a Service (SaaS) 

Software as a Service, or SaaS, is a model of accessing software via the cloud. All of the data and capabilities of the software are stored in the cloud. Users access the programs and information through the Internet. Simply, SaaS is cloud-based software. It provides an alternative to storing information on individual machines or local servers.

6. Web-Based Application 

A web-based application, or app, is accessed through the Internet. The opposite of a web-based application is a locally installed application: one that is downloaded onto a phone, tablet or other device. A good example of this is Gmail, which is Google’s email application. If you visit mail.google.com to access your email, you are using a web-based application. If you download the Gmail app to your iPhone via the iTunes store and then access your mail through the app, you are using a locally installed application.

7. HTML5 

HTML5 is a coding language used by developers when they create websites. HTML5 is the newest version of HTML, which is the primary programming language of the Internet. One of the most important elements of HTML5 is the connection it provides to the hardware, enabling access to the camera, GPS chip, storage and other functionality. Another significant feature is its ability to present multimedia content. This content can be successfully accessed and viewed by people who use different browsers and different devices to access the Internet. HTML5 helps preserve formatting and other important aspects on web pages – and helps provide the same experience to diverse users. Many modern web-based applications are built using HTML5.

8. Device Agnostic 

Programs and applications are considered to be device agnostic when they function equally well across all devices. This includes iOS, Android, and Windows phones; different tablet brands; and desktop / laptop computers. Web-based applications that support HTML5’s rich feature set–which provide enterprise-level security–are also device agnostic. This is the fundamental foundation of a device agnostic application.

9. Predictive Capabilities 

In software, predictive capabilities refer to the program’s ability to “learn” from data that is put into the system. Some field service management solutions, for example, are able to predict how long a job might take, based on factors like the how long each unique individual requires to perform a certain task and what inventory is available in each technician’s vehicle.

10. Context Aware 

When a program is context aware, it means that it provides users with precisely the right information they need – right when they need it. For example, on an iPhone, when a user has the option to input a URL or an email address, the phone offers a ‘.com’ button. This button is available when a URL or email address is requested; it isn’t there when a URL or email address isn’t in use. This capability shows an awareness of context.

For more information, please visit our website.

Thursday Nov 13, 2014

Ray Wang keynoting at Oracle CloudWorld in Boston on Tuesday, December 9th

Are you ready for the Cloud? Are you ready to capitalize on fundamental technological, behaviorial, and market shifts?

Then join us at Oracle CloudWorld Boston on Tuesday, December 9 and find out how to modernize your customer service. Featured keynote speakers Ray Wang, CEO, Constellation Research, Jeffrey O. Henley, Vice Chairman, Oracle, and Shawn Price SVP, Global Cloud Go-to-Market, Oracle as well as industry-leading companies will show you how to:

  • Engage customers
  • Empower employees
  • Adapt quickly

Choose from interactive sessions and hands-on demos focused on marketing,
sales, customer service, human resources, finance and operations, information technology, and software development. You'll also have ample opportunities to network with your fellow customer service professionals. 

If you're tasked with changing as fast as your customers do, you should be here. 

Register now

"This event has my whole team really fired up!" 

Oracle CloudWorld Chicago 2014 Attendee 


Wednesday Oct 22, 2014

CPQ Technology + Best-in-Class Processes = Sales Superiority

Our blog journey thus far has showcased the superior performance and customer satisfaction supported by configure / price / quote users within Aberdeen’s research.  Let’s seal the deal with specific competencies you need to adopt when implementing your own CPQ platform.  Remember, this isn’t the author compelling you to make change: Best-in-Class performers – the top 20% achievers around reps achieving quota, revenue growth and lead conversion improvements – among your peers, contemporaries, and competitors, are calling out the best practices.

[Read More]

Thursday Oct 16, 2014

Four Lessons from Junior Soccer: Can Everyone Actually Be a Winner?

I’m a parent, and have faced that common moment-of-truth debate: should every kid on the soccer team receive a trophy, simply for participating?  Should we keep score in Little League baseball?  I’m also a capitalist: I believe in healthy competition, coaching for everyone who needs it, and rewards for the strongest achievers.  In professional selling, which is my research focus, there are obvious winners and losers: even on high-performing business development teams, the tote board on the wall or the CRM dashboard loudly proclaims who wins the watch, who gets the steak knives, and…you know the rest.  

[Read More]

Monday Sep 22, 2014

Do your customers know more than your agents? Shift the equation with this webcast Thurs., Sept. 25 at 2 pm ET featuring Amberleaf

Have you ever called a contact center and known more about the company’s products and services than the agent? Or been bounced around to several different agents before you got the right answer?

That’s a recipe for customer service disaster. Don’t let that happen to your organization.

Tune into this webcast on Thursday, September 25 at 11 am PT / 2 pm ET to become the Master Chef of modern customer service with best practices from Amberleaf President John Kariotis. 

Over the last 15 years, John has helped hundreds of companies transform their contact centers into modern customer service organizations.

He’ll share customer success stories – and pitfalls to watch out for – so you can accelerate your own success.

Register here

Friday Jul 11, 2014

CX Cloud Summer Soiree Friday, August 1 from 1-5 pm at the Columbia Yacht Club in Chicago by John Kariotis

Join AmberLeaf and Oracle for an afternoon of fun in the sun on Lake Michigan at the CX Summer Soiree

 

Many businesses are still organized and operate as they did before cloud, before social, before mobile, before big data and analytics arrived. Imagine for a moment what your business would be like if it these technologies were native to your business operations and not an afterthought.

  • How would you re-envision your business model?
  • How would you re-envision your infrastructure, processes, decisions and experiences?
  • How would you re-envision your products and services?

Join us at the AmberLeaf and Oracle CX Summer Soiree and explore new possibilities and opportunities for your business. Gain insight from a number of current clients and thought leaders in keynotes offering unique perspectives in a unique environment.

  • Oracle’s vision for Customer Experience in the Cloud
  • Improving service solutions through cross-channel interactions
  • Take a knowledge-driven approach to serving customer needs
  • How the integrated Customer Experience Cloud service solutions complement back-office ERP operations
  • Convergence of the Marketing and Service Clouds by automating how to maximize service interactions and marketing effectiveness
  • How to take control of your Social Cloud to transform your service operations
  • How to gain efficiency and improved returns on your CX investments

On the shores of Lake Michigan you will experience several educational and interactive discussions on the bow, on the aft deck, and on the forward deck of Columbia Yacht Club. Each session will be followed by Columbia’s Sommelier hosting a wine tasting set to the theme of ‘America Cup II’ between California and New Zealand.

We will clear the clouds by sampling different wines of each region while learning about Oracle CX solutions. Each tasting will be voted on which country had the best wine so you can determine who wins the next America’s Cup!

The Oracle CX Summer Soiree will allow you to collaborate with peers, industry leaders, Oracle experts and AmberLeaf to share ideas and stories.

Register for the AmberLeaf and Oracle CX Summer Soiree on August 1 from 1:00 – 5:00 PM CDT

Tuesday Jun 10, 2014

How Does a 724% Return on Your Salesforce Automation Investment Sound?

Oracle Sales Cloud and Marketing Cloud customer Apex IT gained just that, a 724% return on investment (ROI) when they implemented these Oracle Cloud solutions in their fast-moving, rapidly-growing business.

This achievement just helped them win the Nucleus Research 11th annual Technology ROI Awards. The award, given by the analyst firm highlights organizations that have successfully leveraged IT deployments to maximize value per dollar spent.

Read more to get the details on what Oracle Sales Cloud and Oracle Marketing Cloud are doing for Apex IT's business and why they won.

[Read More]

Monday May 19, 2014

Oracle Sales Cloud – How Implementation Training Can Help You Meet Your Business Needs by Jim Vonick

With an Oracle Sales Cloud deployment, the ultimate goal is to accelerate the implementation and adoption of your applications so that your business can start realizing all the benefits that this rich solution offers.

Implementation team members need to have the skills and knowledge to ensure a smooth, rapid and successful implementation of your Oracle Sales Cloud applications. During set-up, you want to optimize the configuration for your business, and you may want to extend the as-delivered applications.

In order to do this, you need to understand the foundation and configuration options of your applications so that decisions can be made during set-up that best align with your business. To that end, product level implementation training is recommended for Oracle Sales Cloud deployments.

Training For Administrators and Implementers

Oracle Sales Cloud: Implementation: This course is ideal for implementation team members, who need to learn how to perform the tasks involved in an initial implementation of Oracle Sales Cloud. 

Oracle Sales Cloud: Incentive Compensation: Learn how to implement, configure and use Incentive Compensation, including how to manage performance-based compensation and explore incentive compensation setup and management tasks. 

Training For Developers and Implementers

Oracle Sales Cloud Extensibility: Learn how to alter, customize and extend the as-delivered Oracle Sales Cloud applications.

Learn More: education.oracle.com/salescloud

Friday Apr 18, 2014

Customer Relationship Management Simplified – Why User Adoption is a Key Metric

"Out of all the CRM project problems reported, we found the most significant threat to be slow user adoption."

— Bill Band, Principal Analyst, Forrester

So you’ve purchased a state-of-the-art Customer Relationship Management (CRM) system for your Sales organization. Your goals: better forecasts, closing more deals, and ultimately increasing revenue. But are people using it?

Read on and learn about:

  • The three primary challenges that can get in your way
  • Oracle's take on addressing user adoption challenges
  • The benefits Oracle Sales Cloud customers are experiencing
[Read More]
About

The place to get informed about customer experience and how it impacts your success.

Stay Connected


Subscribe
Subscribe to our RSS feed.

Search

Archives
« March 2015
SunMonTueWedThuFriSat
1
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
    
       
Today