Post on 15-Feb-2017
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A Revolução Digital no Atendimento ao Cliente
Oracle Confidential – Internal
Alan DiasOracle Customer Experience Solutions
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E daqui pra frente, a Vida é Digital...
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E daqui pra frente, a Vida é Digital...
11.698.977.763 views
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As Novas Carreiras Digitais
Analista de Sistemas
Engenheiro de Software
Robótica (WHAT????)
Administrador, Economista, Direito...
Gerente de Call Center
Diretor de Marketing
Diretor de T.I.
Etc...
Analista de Redes Sociais
Diretor de Marketing Digital
Coordenador de Canais Digitais
Gerente de Mídias Sociais
Gerente de BigData
CMO, CDO, CXO...
1990 - 2005 2006 - 2010 2010 - ...?
Em 2006, nasce o Twitter…
Facebook, em 2004 2010
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Facebook• Maior proprietário de mídia não gera conteúdo
AirBnb• Maior provedor de hospedagem não tem propriedades
Alibaba• Maior varejista não tem estoque
Uber• Maior empresa de Transporte não tem frota
Novos Modelos de Negócios que nasceram Digitais
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52%das empresas da Fortune 500 que
estavam em 2000 não aparecem mais na lista
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63%das empresas acreditam que não
estão rápidas o suficiente nas mudanças de tecnologia
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3 Dimensões da Transformação DigitalMuito mais que novos modelos de negócios
Novos Modelos de Negócios
Melhor Experiência do Cliente
Maior Eficiência Operacional
Como as empresas estão usando as novas tecnologias:
26% 44% 30%
Fonte: Sloan Review MIT 2013
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O Comportamento do Clienteé o mesmo em todos os
mercados?
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1 Geração Millenium.mov
2 Geração Y.mov
Então, quem é o SEU Cliente?
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Ex loja blockbusterOppty netflix por 50 milhões
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http://www.istoedinheiro.com.br/noticias/mercado-digital/20141215/vale-mesmo-tudo-isso/216469.shtml
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Então, quem é o SEU Cliente?
3 Geração X.mov
4 Boomers.mov
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Quais as Possibilidadescom Oracle Service Cloud?
Alan DiasBusiness Development Directoralan.dias@oracle.com
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The Oracle Service Cloud
ORACLECOMMERCE CLOUD
ORACLESALES CLOUD
ORACLEMARKETING CLOUD
ORACLESERVICE CLOUD
ORACLESOCIAL CLOUD
Cross ChannelContact Center
KnowledgeManagement
Web CustomerService
PolicyAutomation
Service Cloud Platform
Field ServiceManagement
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Cross ChannelContact Center
KnowledgeManagement
Web CustomerService
PolicyAutomation
Service Cloud Platform
Field ServiceManagement
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Web Self Service
Social Self Service
Email Support
Live Chat
Virtual Assistant
Smart Engagement
Content Authoring
Semantic Search
Guided Knowledge
Knowledge Analytics
Integrated Apps
Knowledge APIs
Case Management
Guided Resolution
Customer Engagement
Social Contact Center
Agent Mobility
Unified Agent Desktop
Dynamic Interviews
Compliance Management
Rule Modeling
Policy Lifecycle
Policy Analytics
Policy Services
Capacity Management
Routing & Scheduling
Manage, Dispatch & Locate
Mobility
Team Collaboration
Customer Communication
Service Cloud Platform
Cross ChannelContact Center
KnowledgeManagement
Web CustomerService
PolicyAutomation
Field ServiceManagement
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34LANGUAGES
13 GLOBAL DATA
CENTERS
Global Scale
BILLIONS OF CUSTOMER INTERACTIONS
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Complete- Most Complete Service Solution- Any Device; Any Channel- Secure & Scalable Global Operations
Modern- Intelligent, Omni-Channel Service- Market Leading Mobile Self-Service - Knowledge Driven IoT Support
Proven- 1900+ Customers- 7.7M Customer Interactions/Day- Service for the World’s Biggest Brands
Service Cloud Differentiators
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decreased call resolution times, increased agent efficiency, SFDC win
better benefit than expected with $250K/month cost savings in phase I
agents 22K
30%
+
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increase in answer helpfulness
increase in CSAT
decrease in average final resolution time 68%
23%
15%
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agents
support costs, AHT
CSAT, TTR, agent efficiencies, global social strategy
>
<
4.5K
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Want to Know More?
Twitter @OracleServCloud
Oracle Service Cloud YouTube Channel
Oracle Service Cloud Customer Community
Oracle Service Cloud Blog
Ask the Experts Webinars
Modern Service Experience Conference
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Obrigado!
Alan DiasBusiness Development Directoralan.dias@oracle.com