Monday Aug 12, 2013

Webcast: How Dell Leverages Big Data to Improve the Customer Experience

The Economist Intelligence Unit recently investigated how successful companies use big data to transform the customer experience. Join us for an Oracle webcast in association with Intel® to learn how top-performing organizations, including Dell Inc.’s Global Demand and CRM Center, are harnessing big data to understand better their customers and their business. The webcast is on Wednesday, August 14, 10-11 AM Pacific / 6-7 PM London.

You’ll learn how Dell leaders are:
  • Focusing on data-driven approaches to meet business objectives
  • Fostering a culture of customer insights through leadership and collaboration
  • Innovating customer interactions, marketing, and sales through automation

Tuesday Aug 06, 2013

Expand the Siebel User Experience onto the Newest Devices

A friend works for a well known financial services company that uses Siebel CRM. I asked how he likes using Siebel. He said that it works great. However, he wishes that he could use it on an iPad.  Well, I have good news for him and good news for you. Now, you can.

Learn more about how to expand the Siebel user experience in our webcast on June 15, 8:30 AM Pacific / 4:30 PM Paris CEST. While you are at it, register for future Siebel webcasts about customer service, mobile and social sales and service, and other informative topics.

Friday Jul 12, 2013

How Siebel Solves the Next Generation of Business Challenges

Keeping up with technological changes and increasing customer demands is challenging. The latest innovations in Oracle's Siebel CRM help you increase your competitive advantages. Watch this informative replay of our June Oracle Siebel CRM Webcast to discover how you can:

    • Enhance productivity and efficiency with new usability features
    • Understand your customers with new social media capabilities
    • Increase customer engagement with new mobile solutions
    • Deliver superior customer experiences

Monday Jun 10, 2013

Learn About Siebel CRM's Bright Future

Today’s customers are mobile, social, and more demanding than ever. Oracle continues to add new capabilities to Siebel CRM – helping you keep pace with rapid technological changes and growing customer expectations. Join us for the first in a new monthly webcast series to discover how the latest enhancements to Oracle’s Siebel CRM can help you:

  • Increase productivity with new features for improved usability
  • Harness social media to understand and engage your customers better
  • Service and sell via mobile solutions to meet new customer demands
  • Deliver outstanding customer experiences every single time

Register now for our live Webcast on Thursday, June 13!

Tuesday May 21, 2013

June 13 Webcast - Siebel: Solving the Next Generation of Business Challenges

Today’s customers are social, mobile, and more demanding than ever before. That’s why Oracle continues to add new capabilities to Siebel CRM – helping you keep pace with rapid technological change and growing customer expectations.

Register now for our live Webcast on Thursday, June 13 to discover how the latest enhancements to Oracle’s Siebel CRM can help you:
  • Increase productivity with new features for improved usability
  • Harness social media to understand and engage your customers better
  • Service and sell via mobile solutions to meet new customer demands
  • Deliver outstanding customer experiences every single time
Don’t miss this chance to see how you can solve the next generation of sales and service challenges!

Tuesday Apr 23, 2013

Avaya is Answering Customer Questions 82% Faster with Oracle by Nav Chakravarti

Webinar: Knowledge Centered Support (KCS) as the Key to Great Service

Date: Thursday, April 25 1 PM EDT

Register: Here

Talk about a quick reply!  Thanks to a recent deployment of Oracle Knowledge for expanded self-service capabilities AvayaAvaya is now providing faster and more informed support to clients and partners. This is to the tune of 82% faster for support searches alone--due to better findability and a rapidly growing knowledge content library.

Avaya delivers collaboration and communications solutions, including unified communications, real-time video collaboration, contact center, networking and related solutions and services, to companies of all sizes around the world.  Avaya has been in the knowledge management game for a long time. But, as they grew, they began to find their legacy knowledge system could not keep up with the global demands for scalability and reliability that Avaya’s business and support required.  

With the adoption of Oracle Knowledge, Avaya achieved a 25% increase in knowledgebase use in just six months―with engineers publishing 14,473 new articles and using the knowledgebase to resolve 36,401 cases quickly and easily. Support team members can now search the knowledgebase 82% faster and open an article more than 66% faster than with the legacy system. This means they can resolve cases and locate answers to customer inquiries more quickly.

OracleIn addition to the stand-alone search and authoring interface of Oracle Knowledge, Avaya implemented Oracle Knowledge’s pre-built connector to its Siebel Contact Center environment.  This enables support personnel working in the Siebel environment to access content from Oracle Knowledge without opening a new interface, saving time and effort and allowing agents to easily create new content or provide existing knowledge to clients and partners. 

Learn even more about the success Avaya has achieved with Oracle by reading the full case study or attending an upcoming webinar co-hosted by Avaya and Oracle on April 25 at 1:00 p.m. EDT 

The webinar, called Knowledge Centered Support (KCS) as the Key to Great Service, will explore Avaya’s new knowledgebase system firsthand and delve into how Oracle Knowledge can help your organization.  Join Nav Chakravarti, Vice President of Oracle Knowledge product management; Monique Cadena, Knowledge Centered Support (KCS) Manager at Avaya; and Paul Jay, Founder and President of The Center for Client Retention and ICMI for this in-depth discussion. To attend, simply register here.

Tuesday Feb 26, 2013

Crafting the Cross-Channel Experience For Communications

What Communications Service Provider (CSP) is not being challenged these days?  Customers demand more and more from their network and expect to be dazzled at every moment.  Customers are tempted by rich video content, social networking, and a plethora of apps.  Social networks can mean customers are even more likely to stray to a competitor or publicly speak about brands that fail to live up to their expectations.  Nurturing brand consistency across a variety of channels is essential for forward-thinking operators as they look to build lasting relationships with customers and avoid churn.

Leading CSPs are benefiting from this changing landscape and social movement by using monitoring tools that listen to social conversations around their brands, and deflect customer interactions from assisted channels to unassisted channels as part of a drive to lower costs to serve subscribers.   That’s why getting buy-in from these customers across social channels is vital for CSPs moving forward. It involves instant returns when done correctly and allows operators to offer promotions and bundles to a wider audience. Being able to support and leverage the interest of consumers and use social knowledge  as an enabler will win CSPs fans and allow them to gain market share in the process—and that is good for business.  Read more.

Interested in the latest on Communications Customer Experience?

Want to begin the journey - read more about Oracle’s Communications Customer Experience.

Thursday Nov 15, 2012

Improved Customer Experience, but at what Cost?

We can all probably agree that improving your customers' experience is a good thing. But a key question many people are asking is will it help your organization and, in particular, what are the financial benefits?

That's a good question, especially when companies ARE experiencing phenomenal return on investment (ROI). Of course, there are many factors that impact ROI or other measures of success, but we'd like to share some success stories as examples of customer experience in action and delivering positive results. If you would like to learn more about the economics of customer experience, see Brian Curran's presentation at the Oracle Customer Experience Summit last month.

In this series of blog posts, we'll share actual customer stories. Today's example is Dell, which uses Oracle Real-Time Decisions (RTD) and Siebel CRM as part of their customer experience portfolio to better understand their customers' needs and wants and provide consistent interactions. Regular readers of this blog are probably familiar with Siebel, but RTD may be new to many of you. RTD is a complete decision management solution that delivers real-time decisions and recommendations and automatically renders decisions within a business process to create tailored messaging for every customer interaction.

What does that mean? In the video below, Dell describes how customer experience is important not just for one interaction channel, but across all "vehicles." RTD is helping Dell understand customer behavior and communicate with the customer in a more relevant manner, across all communication  or interaction channels including sales and service call centers, email marketing and online.

Dell continues to expand use of RTD because the benefits are showing up in sales, service and marketing results including 19% increase in close rates,
faster issue resolution and 40% improvement in revenue per click in email marketing. Video link

Click here, to learn more about Oracle Customer Experience and stay tuned for more customer spotlights.

Monday Oct 01, 2012

OpenWorld: Our (Road) Maps are Looking Good!

Oracle OpenWorldWow, only one (or two) days down at Oracle OpenWorld! Are you on overload yet? I'm still trying to figure out how to be in 3 sessions at the same time... I guess everyone needs to prioritize!

There was a lot to see in Monday's sessions, especially some great forward-looking roadmap sessions. In case you aren't here or you decided to go to other sessions, this is my quick summary of what I could capture from a couple of the roadmaps:

  • Fusion Roadmap SessionIn the Fusion CRM Strategy and Roadmap session, Anthony Lye provided an overview of the Fusion CRM strategy including the key design principles of 3 E's: Easy, Effective and Efficient. After an overview of how Oracle has deployed Fusion CRM internally to 25,000 users worldwide, Anthony discussed the features coming in the next release, the releases in the next 12 months and beyond. I can't detail too much since you haven't read Oracle's Safe Harbor statement, but check out Fusion Tap and look for new features and added functionality for sales prediction, marketing, social and integration with a number of the key Customer Experience products. 
  • In the Oracle RightNow CX Cloud Service Vision and Roadmap session, Chris Hamilton presented the focus areas for the RightNow product. As a result of the large increase in development resources after the acquisition, the RightNow CX team is planning a lot of enhancements to the functionality, infrastructure and integrations. As a key piece of the Oracle Customer Experience (CX) strategy, RightNow will be integrated with Oracle Social Network, Oracle Commerce (ATG and Endeca), Oracle Knowledge, Oracle Policy Automation and, of course, further integration with Fusion Sales and Marketing. Look forward to seeing more on the Virtual Assistant, Smart Interaction Hub and Mobility.

In addition to the roadmaps, I was looking forward to hearing from Oracle CRM customers. So, I sat in on two great Siebel customer panels:

  • The Maximizing User Adoption Rates for Siebel Sales and Siebel Partner Relationship Management panel consisted of speakers from CSL Behring, McKesson and Intuit. It was great to get an overview of implementations for both B2B and B2C companies. It was great hearing that all of these companies have more than 1,000 sales users (Intuit has 4,000) and how the 360 degree view of the customer in Siebel is helping these customers improve their customers' experience (CX). They are all great examples of centralized implementations which have standardized processes across the globe and across business units. 
  • Waste Management, Farmers Insurance and the US Citizenship & Immigration Services presented in the Driving Great Customer Experiences with Siebel Service Applications session. Talk about serving large customer bases! Is it possible that Farmers with only 10 million households is the smallest of these 3? All of them provided great examples of how they are improving the customer experience (CX) including 60-70% improvements in efficiency or reducing the number of applications the customer service reps (CSRs) need to use from 10 to 1 (Waste Management) and context aware call transfers to avoid the caller explaining their issue 3 times (USCIS).

DEMOgroundsSo that's my wrap up of only 4 sessions from Monday. In between sessions, I stopped by the Oracle DEMOgrounds and CRM Pavilion to visit with a group of great partners and see the products and partner integrations in action.

Don't miss a recap of Mark Hurd's Keynote. I can't believe there were another 40+ sessions covering CRM, Fusion, Cloud, etc. that I missed today! Anyone else see any great sessions?

Thursday Sep 13, 2012

What to "CRM" in San Francisco? CRM Highlights for OpenWorld '12

There is plenty to SEE for CRM during OpenWorld in San Francisco, September 30 - October 4!

As I mentioned in my earlier post about some of the keynote sessions, Is There a Cloud Over OpenWorld?, I'm going try to highlight some key sessions to help you find the best sessions for you. Interested to find out where Oracle CRM products are headed, then find your "roadmap" session. Here are some of the sessions in the CRM Track that you might want to consider attending for products you currently own or might consider for the future. I think you'll agree, there is quite a bit of investment going on across Oracle CRM.

Please use OpenWorld Schedule Builder or check the OpenWorld Content Catalog for all of the session details and any time or location changes. Tip: Pre-enrolled session registrants via Schedule Builder are allowed into the session rooms before anyone else, so Schedule Builder will guarantee you a seat. Many of the sessions below will likely be at capacity.

Anthony Lye, SVP, OracleGeneral Session: Oracle Fusion CRM—Improving Sales Effectiveness, Efficiency, and Ease of Use (Session ID: GEN9674) - Oct 2, 11:45 AM - 12:45 PM. Anthony Lye, Senior VP, Oracle leads this general session focused on Oracle Fusion CRM. Oracle Fusion CRM optimizes territories, combines quota management and incentive compensation, integrates sales and marketing, and cleanses and enriches data—all within a single application platform. Oracle Fusion can be configured, changed, and extended at runtime by end users, business managers, IT, and developers. Oracle Fusion CRM can be used from the Web, from a smartphone, from Microsoft Outlook, or from an iPad. Deloitte, sponsor of the CRM Track, will also present key concepts on CRM implementations.

Oracle Fusion Customer Relationship Management: Overview/Strategy/Customer Experiences/Roadmap (CON9407) - Oct 1, 3:15PM - 4:15PM. In this session, learn how Oracle Fusion CRM enables companies to create better sales plans, generate more quality leads, and achieve higher win rates and find out why customers are adopting Oracle Fusion CRM. Gain a deeper understanding of the unique capabilities only Oracle Fusion CRM provides, and learn how Oracle’s commitment to CRM innovation is driving a wide range of future enhancements.

RightNowOracle RightNow CX Cloud Service Vision and Roadmap (CON9764) - Oct 1, 10:45 AM - 11:45 AM. Oracle RightNow CX Cloud Service combines Web, social, and contact center experiences for a unified, cross-channel service solution in the cloud, enabling organizations to increase sales and adoption, build trust, strengthen relationships, and reduce costs and effort. Come to this session to hear from Oracle experts about where the product is going and how Oracle is committed to accelerating the pace of innovation and value to its customers.

Siebel CRM Overview, Strategy, and Roadmap (CON9700) - Oct 1, 12:15PM - 1:15PM. The world’s most complete CRM solution, Oracle’s Siebel CRM helps organizations differentiate their businesses. Come to this session to learn about the Siebel product roadmap and how Oracle is committed to accelerating the pace of innovation and value for its customers on this platform. Additionally, the session covers how Siebel customers can leverage many Oracle assets such as Oracle WebCenter Sites; InQuira, RightNow, and ATG/Endeca applications, and Oracle Policy Automation in conjunction with their current Siebel investments.

Fusion CRMOracle Fusion Social CRM Strategy and Roadmap: Future of Collaboration and Social Engagement (CON9750) - Oct 4, 11:15 AM - 12:15 PM. Social is changing the customer experience! Come find out how Oracle can help you know your customers better, encourage brand affinity, and improve collaboration within your ecosystem. This session reviews Oracle’s social media solution and shows how you can discover hidden insights buried in your enterprise and social data. Also learn how Oracle Social Network revolutionizes how enterprise users work, collaborate, and share to achieve successful outcomes.

Oracle CRM On DemandOracle CRM On Demand Strategy and Roadmap (CON9727) - Oct 1, 10:45AM - 11:45AM. Oracle CRM On Demand is a powerful cloud-based customer relationship management solution. Come to this session to learn directly from Oracle experts about future product plans and hear how Oracle is committed to accelerating the pace of innovation and value to its customers.

Knowledge Management Roadmap and Strategy (CON9776) - Oct 1, 12:15PM - 1:15PM. Learn how to harness the knowledge created as a natural byproduct of day-to-day interactions to lower costs and improve customer experience by delivering the right answer at the right time across channels. This session includes an overview of Oracle’s product roadmap and vision for knowledge management for both the Oracle RightNow and Oracle Knowledge (formerly InQuira) product families.

Oracle Policy Automation Roadmap: Supercharging the Customer Experience (CON9655) - Oct 1, 12:15PM - 1:15PM. Oracle Policy Automation delivers rapid customer value by streamlining the capture, analysis, and deployment of policies across every facet of the customer experience. This session discusses recent Oracle Policy Automation enhancements for policy analytics; the latest Oracle Policy Automation Connector for Siebel; and planned new capabilities, including availability with the Oracle RightNow product line.

There is much more, so stay tuned for more highlights or check out the Content Catalog and search for your areas of interest. Which session are you most interested in? Make your suggestions! But no voting for Pearl Jam or Kings of Leon. Those are after hours! 

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