Oracle Contact Center Anywhere: Go To Market – Hosted Case Studies

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Oracle Contact Center Anywhere: Go To Market – Hosted Case Studies

James Owens – BDM, Specialist Sales APAC

SAFE HARBOR STATEMENT

The 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.

CCA Case Studies

Hosted Providers

MCI Web Center

The ProStar Network is a group of independently owned and operated contact centers utilizing CallCenterAnywhere globally.

A Sampling Of Other Service Provider Accounts:

Benefits of Hosted / Managed Services

The next group of customers prefer Managed Services solutions for the reasons indicated.

MAXIMUS BC: Affordability• Tremendous budget constraints put CallCentreAnywhere

on top at MAXIMUS BC:• 250 agent logins

• Multi-channel solution

• phone, fax, email and IVR

• blend multimedia skills

• Reduce agent positions

• Streamline inquiries

• Offer more self-service options

MAXIMUS BC will introduce leading edge technology to improve the administration of MSP and PharmaCare and improve overall customer service and significantly strengthen privacy. – Ministry of Health Services, BC

Canada Post: Speed• Fetch call centre not dependent on outside

programmers to make changes:

• Agent profiles can be changed quickly

• Workgroup skills definitions change fast

• Call flow logic and scripts easy to change

“I really appreciate the ability to make changes on the fly.

When we need something changed, we can do it ourselves.” - Christine Hamilton, Senior Consultant, Innovapost, IT division of Canada Post

BTI Canada: Adaptability

• 122 agent logins

• Contact centre application; gear end of life

• Organized by pools of agents and supervisors

• Formerly no visibility to remote agents

• Required intelligence in the network

to manage a virtual contact centre

Most important: Control and self-administration. Technology had to be compliant with contract.

Westminster Savings: Adaptability• 12 agent logins

• No desire to own infrastructure

• No desire for capital equipment expense

• Needed multimedia contact centre

offering for their customers

• Avoid reliance on technical resources

Most important: The ability to impact changes on the fly with no technical resources.

BC Residential Tenancy Office: Customer Centricity

• 30 agent logins

• Requirements:• Reduce staff

• Increase efficiency

• Consolidate all customer inquiries

• Unify media with case management initiative

Most important: An integrated multi-channel offering.

BC Canadian Red Cross: Reliability

• 50 agent logins

• Disaster recovery requirements

to ensure inbound and outbound calls

can be placed

Most important: Back-up system readily available to manage large influx of calls with zero set up time.

Canada Post: Reliability

• Network power problems shut Ottawa office:

• Fetch agents did not skip a beat and worked from home instead

• Fetch agents quickly and easily logged-on using their regular

phones and home-based internet connections

Contact Center Anywhere is… “a contingency plan built right in.” - Christine Hamilton, Senior Consultant, Innovapost, IT division of Canada Post

Canada Post: Unified Control• Contact Center Anywhere has comprehensive

reporting capabilities, including:

• Service level & ACD interval reports

• Reports on agent adherence

• Reports on outcomes

• Reports on workgroup-related interactions

• Reports by media type

“I don’t have a manager standing over the agents. But because I can quickly go through daily reports, I can manage everything virtually.” - Christine Hamilton, Senior Consultant, Innovapost, IT division of Canada Post

Canada Post: Workforce-Ability• Contact Center Anywhere is easy to learn:

• Graphical user interface is intuitive

• Logging on takes a few seconds

• All interactions follow the same model:

• Accept interaction

• Put interaction on hold

• Transfer to agent, or an outside number, or to

another workgroup

“All the agents are based in Ottawa and have readily accepted Contact Center Anywhere. They’ve found it really easy to learn. It’s not a complicated system.” - Christine Hamilton, Senior Consultant, Innovapost, IT division of Canada Post

Ivanhoe Cambridge: Workforce-Ability• 8 agent logins

• Help desk function in call centre• Remote agents in Montreal and Toronto • Serving clients throughout Canada

Most important: Cost effective solution that would help virtual agents effectively serve clients with up-to-date interaction logs and a system completely outside their present phone system which is not reliable to handle transfers, etc.

Service Provider Profile: TELUS

• Operational Across All Provinces of Canada

• Launch included many vertical markets:• Government• Retail Banking• Transportation• Real Estate

• Offering:• Chat, Intelligent E-Mail, VOIP, Voice, Collaboration

TELUS Success Story: Innovapost / Fetch

Situation:• Innovapost wanted to provide a special “consumer to vendor”

referral service

• Consumer confidentiality a must

• This would involve both web-based and phone-based inquiries


Challenge:• Fetch service needed to come up fast - no delays

• Senior managers were concerned about their dependence on outside programmers


Idea:• TELUS provided a demonstration of CallCentreAnywhere including the

instant provisioning capability

• Fetch managers warmed up to hosting based on speed of changes possible with the Administration Manager that comes with CallCentreAnywhere


Solution:• CallCentreAnywhere eliminated the need for Fetch employees to be dependent on

outside programmers to make changes

• Fetch employees are able to change:• Agent profiles• Workgroup skills definitions

• Call flow logic …without the assistance of TELUS

• Agents became familiar with all system functions quickly and easily

Hosted Contact Centre SolutionsWeb Contact CentreTelstra Enterprise and Government

Telstra Time Line:

• Telstra wishes to establish On Demand Call Centre (10-150 seats) –RFI released in 2003

• Telephony@Work shortlisted – Mid 2004• Evaluations completed – Early 2005• Initial solution architected and deployed – End 2005• Oracle acquires Telephony@Work - Early 2006• Web Contact Centre market trial established - February 2006• General release of Web Contact Centre – September 2006• 1000 live agent seats/40 customers on Web Contact Centre –

February 2008

Web Center

Service Provider Profile

• Web Center operational for 7 years• Popular offering for enterprises wanting instant, reliable

hosted contact center service• Cost-effective, set up in days• No large up-front investment• Flexible, easy to use

• Offering:• Chat, Intelligent E-Mail, VOIP, Voice, Collaboration

Situation:• Telemac provides billing systems to worldwide wireless carriers

• Over the past several years, the company has experienced quick growth

• Cutovers for new billing systems are mission critical, leaving little room for guesswork and programming delays

Challenge:• Telemac was growing quickly and was concerned about the delays and

costs involved in putting a traditional contact center infrastructure in place.

• A big question: What will keep up with the fast pace of our growth?

• Another question: How can we deal with the cost associated with a full-blown contact center?

Idea:

• Consider an alternative to outright acquisition of call center technology

• Hunt for a hosted solution that would reduce capital outlay and long lead time

Solution:

• Web Center provided all of the infrastructure and support for national roll-out for a significant wireless operator

• Web Center eliminated costly systems integration and lengthy programming projects

• Web Center up and running for the entire center in 10 days

• Managers are now able to quickly assess incoming call volumes, queues and waiting times, and other status reporting

• Siebel & IBM jointly host Contact OnDemand • Fast and simple CRM• No upfront costs• Powerful Analytics• Built-in Contact Center

• Contact OnDemand complements Siebel’s hosted CRM OnDemand service for end-to-end hosted contact center solution

Service Provider Profile: Siebel

Situation:

• Segway needed a powerful – yet affordable – customer service solution

• Segway needs to handle customer inquiries, media requests, sales calls & post-sales support

Siebel Success Story: Segway

Challenge:

• Segway knew there would be a large response to the Segway HT

• But there was no way of knowing what the volume of inbound calls would be

Idea:• Leverage the infrastructure of an existing contact center environment

• Guarantee the ability to scale up quickly to meet the uncertain demand – but without having to purchase gear and software

• All roads lead to a hosted solution

Solution:• Siebel worked with Segway to set up an 800 number, interactive voice response (IVR), call routing and voicemail boxes

• Siebel Contact OnDemand gave them the ability to route these calls to live agents, or leave voicemails for future callback

• The scalability of Siebel Contact OnDemand proved useful in the summer of 2003 when Segway experienced a surge in customer inquiries regarding used batteries for their HT scooters

• Siebel Contact OnDemand quickly provided an additional toll-free 800-number to handle the surge in call volume

Siebel Success Story: Working Solutions

Situation:• Working Solutions is the world's largest provider of outsourced virtual call center and CRM agents

• More than 22,000 representatives across the United States - Agents are home based

• CEO Tim Houlne searched for a cost effective but highly-scalable contact center solution that could support thousands of calls from diverse Fortune 500 clients who operate sales and support contact centers


Challenge:

• As an outsourcer, Working Solutions must quickly respond to demands of new and existing clients

• These demands are especially hard during seasonal or peak activity call spikes, like the holidays


Idea:

• Find a solution that can accommodate work-at-home virtual agent community

• Concentrate on simplicity of infrastructure:• A PC, and a broadband internet connection• A telephone


• Working Solutions' administrators can easily add and delete customer care agents

• Agents simply log in over the Internet and register the location they're calling from

• Within seconds, agents are receiving domestic and international calls and transactions

• Contact OnDemand provides real-time and historical call reports across the entire Virtual Agent Community

Solution:

Situation:

• Manufacturer of CD/DVD publishing, duplication and printing systems

• More than 30 products

• $780M annual revenues and growing

Challenge:

• Experiencing rapid growth (33% Y/Y)

• Signed Agreements with WalMart and Target

• Disparate data across sales, service and marketing teams

• Managing growth in consumer market

Idea:

• Investigate Unified CRM and Contact Center solution

• Validate ROI of hosted solution with other users

• Search for capabilities beyond sales force automation to include multi-channel

Solution:

• Low cost deployment with Contact OnDemand using 200 blended agents

• Ability to Scale during peak seasons

• Seamless e-mail integration increases user adoption

Siebel Success Story: Sony

Situation:• Largest unit of Sony Corporation• High-end consumer electronics division• New York Retail QUALIA store high profile• Digital cameras, headphones, mini-disc players, and HDTV

projectors


Challenge:

• New division with high corporate visibility

• Quickly capture consumer information

• High-end products required “high touch” relationship


Idea: • Leverage existing Siebel enterprise deployments

• Look for ability to diversify contact center for specific target market: High end consumer electronics

• Outlook integration for scheduling one-on-one demos


Solution: • Contact OnDemand means high-tech sales reps can build relationships

with high-end clients and appear as high-tech as the products

• Retail outlet can concentrate on their expertise – selling high-end electronics

• Contact OnDemand extended to outsourced telemarketing firm for peak periods

Siebel Success Story: Ingersoll Rand

Situation:• Ingersoll Rand has 30+ subsidiaries worldwide

• $9 billion revenue & 40,000+ employees

• Divisions include: Schlage, ThermoKing, Bobcat, ClubCar


Challenge:• Lacked sales pipeline visibility; disjointed sales and service activities

• Lacked accurate knowledgebase across products

• Limited marketing resources

• Unable to identify customer trends across sales and marketing


Idea:• Source a hybrid solution for CRM and Contact Center

• Find an easy-to-use system with comprehensive training and support

• Embedded analytics across sales, marketing and service


Solution:• Rapid deployment of Siebel CRM OnDemand & Contact OnDemand

• Contact OnDemand live in 3 days to support 50x increase in calls

• Dashboards provide new depth of business insight

• High user adoption across 4 divisions; added 500 Contact OnDemand users after initial launch

Siebel Success Story: Bally’s

Situation:

• Bally Gaming Systems provides statistics of real-time slot and table gaming activity to gaming industry managers in locations throughout the world

• Existing Siebel On Premises Call Center deployment

• Bally's goal: Lower total cost of ownership of their diverse and complex telephony infrastructure


Challenge:• Streamline Call Center Operations

• Limit hardware investment

• Increase first call closure rates


Idea:• Optimize the reporting capabilities across CRM and

Telephony systems to identify areas of improvement• Investigate leveraging the best of existing environment

with a new one


Solution:• Siebel offered a hybrid model of enterprise call center with "overlay" of

Contact OnDemand.

• Siebel offered tight integration with CRM and single-vendor support

• Customer-facing projects are developed with no additional hardware and in record time

Service Provider Profile: Promero

• Promero is an ASP founded in 2001

• 3 years in hosting CallCenterAnywhere

• Promero services more than 5,000 agents globally in an inbound, outbound and blended environments

• Clients include AAA, Worldspan, WillowCSN, Omega World Travel, Ameriquest and Countrywide Mortgage Company

Promero Success Story: 360 Netvertising

Situation:• Online firm providing complete cyber marketing solutions,

located in Karachi, Pakistan.

• New company, with new offering, with target market in the US

• Went offshore for inexpensive labor


Challenge:• Required a contact center system that could scale up quickly as

business increased, without big capital investment

• They are not a 24X7 shop and therefore needed technology that could take a customer inquiry and allow it to be handled at a later time


Idea:• Explore alternate means of financing a new system including “Renting”

a solution through hosting

• Leverage use of “close-to-real-time” media types such as Web CallBack and Email

• Use Automatic distribution of messages for even workload among agents


Solution:• Phase I: Promero hosts CallCenterAnywhere which

performs intelligent routing of web-based customer inquiries to agents off shore

• Phase II: Voice call & email routing

• US-based Application Service Provider

• ITelGroup provides a VoIP based call center solutions based on CallCenterAnywhere

• iTelGroup offers CRM Integration, and overflow traffic handling

Situation:

• Established in 2000, San-Ramon based Hosted Business Services Incorporated is a provider of outsourced staffing & reception solutions

• Focus is on small businesses customers

• Experiencing a dramatic increase in call volumes due to a rapid growth of new customers

Challenge:• Legacy call center solution was crashing daily

• Overloaded phone circuits and emails meant angry customers

• HBSI did not have the capital or time to invest in more hardware and TDM circuits.

• Customers were canceling daily

Idea:• Migrate existing customers onto a more stable, fault tolerant

platform

• Partner with ASP for 24 hour care services

• Leverage multi-channel capabilities to attract and retain clients

Solution:• Within a few days iTelGroup was able to completely migrate HBSI’s

agents to its hosted platform

• Over 150 of HBSI’s customers were migrated to iTelGroup’s infrastructure within 1 week.

• Outsourced email & chat is now a profitable value added feature branded by HBSI, hosted through iTelGroup

• Customer retention now at all time high

AQ&

Q&A

Appendix

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Banking & Financial Services Communications Public Sector Professional Services Retail

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CCA Case Studies

Enterprise Examples

Leading CALA Outsourcer Serving Mexico and Latin American Clients:

Willow CSN Success Story

• Willow is the a leading provider of virtual contact center services

• Willow has over 3000 home-based active service representatives

• Contact Center Anywhere used to manage & coach agents remotely

LiveXchange Success Story

• LiveXchange is a leading virtual contact center outsourcer

• Hundreds of home-based agents across Canada

• Virtualization of agents into one, powerful contact center

31 Call Centers on a Single Multi-Tenant Deployment

ALL Migrating to a Single Centralized Multi-Tenant Solution: CallCenterAnywhere

Education:

Insurance:Financial Services:Communications & Others:

Customer Quotes – Bayan Telecom‘The Call Center is often called the “face” of any organization and a customer’s experience during a service interaction can make the difference between a loyal, long-term customer and one who is frustrated and maybe lost to the competition. We truly acknowledge the importance to offer the best value for our subscribers through outstanding customer service solutions and services. We chose Oracle Contact Center Anywhere to replace our legacy Call Center infrastructure to transform our present centralized Call Center operations to a Next Generation Contact Center with IP-based platform because it has a complete suite of Contact Center products/all-in-one solutions where technology is “born” integrated with single point of administration, it can run on any server platforms being a hardware independent, it can be deployed as centralized Contact Center technologies using a “single system” infrastructure even if it is shared by all locations and we can even sell it as another service for our customers without a need for building another backend infrastructure.’ ‘We are confident that we've found the best technology, and also that with CallTime, we have a supportive partner who understands that our success is also their success.’

Ulysses C. NaguitDepartment Head, Customer Support For Data & IP ServicesCustomer Care DivisionBayan Telecommunications, Inc.

Customer Quotes – SRG Asia Pacific

‘As a leading BPO in Malaysia, we have to provide differentiated services to satisfy the various requirement of our customer. We selected Oracle CCA (then Telephony@Work CallCenter@nywhere) because of its “integration by design” which provide multi-tenanted and multi media functionalities without the need for costly point solutions integration. The “third wave” software based solution provides us with a cost effective solutions that can cater to different requirements demand by our customers.’

Byron Joseph Fernandez

General Manager

SRG Asia Pacific Sdn Bhd

Oracle Contact Center Anywhere: Go To Market – Hosted Case Studies

Documents

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