Oracle Service Cloud
Platform Overview & Roadmap
CON8910
Shon Wedde
Sr. Director, Product Management
Oracle Service Cloud
Oct 2, 2014
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Safe Harbor Statement
The preceding 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.
Agenda
Key Takeaways
Understanding The Platform Landscape
Platform Overview
Platform Investment Themes
Customer & Partner Examples
1
2
3
4
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Key Takeaways
Service Cloud
Platform and Oracle
PaaS are
Complimentary
Service Cloud Offers
a Robust and
Feature Rich
Application Platform
Service Cloud
Platform is Mission
Critical & Offers
Enterprise Scale
Agenda
Key Takeaways
Aligning The Platform Landscape
Platform Overview
Platform Investment Themes
Customer & Partner Examples
1
2
3
4
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
IaaS, PaaS, SaaS Application Platforms
IaaS
PaaS
SaaS
App
lic
ati
on
P
la
tf
orms
Compute
Storage
Messaging
Java
Database
Documents
Developer
BI
Mobile
Control over runtime for
applications and technology..
Example:
Long-term data storage in
support of data governance
Building a custom application
or component.
Example:
BI solution to capture and
analyze agent efficiency
Out of the box solution to
common Service Centered business
challenges, and a preference for
Configuration over coding a solution
Agenda
Key Takeaways
Understanding The Platform Landscape
Platform Overview
Platform Investment Themes
Customer & Partner Examples
1
2
3
4
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Cross Channel
Contact Center
Knowledge
Management
Web Customer
Service
Policy
Automation
Extensibility
Extend Applications to
Meet Business Needs
Agent
Experience Design
Configure the Desktop to
Improve Agent Effectiveness
Customer
Experience Design
Ensure Brand Consistency
Across Channels
Integration
Open, Standards-Based
Integration Technologies
Cloud Delivery
Secure, Reliable,
Redundant
Connected CX Suite
Sales, Marketing,
Commerce, Social
Site & Operations
Management
Monitor, Test & Control
Global Scale
34 Languages
13 Hosting Centers
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Oracle’s Service Cloud Leadership
Cloud Data
140 Terabytes
13
Global Data
Centers
3.3+ Billion
Combined
Contacts & Incidents
Peak Agents
40,000 Global
34 Languages
6+ Billion
Customer Self-service
Transactions Mthly
1.5+ Billion
Data
Service Cloud Platform
Agent Experience Design
Customer Experience
Design
Extensibility
Integration
Cloud Delivery
Site & Operations
Management
Global Scale
Agent Experience Design for Business Users
Experience Designers
•
Leverage an array of designers to
configure your own custom app
•
Build screens and views simply by
dragging and dropping elements
•
Control interaction flow, trigger
events & define access by profile
Developer Tools
•
Leverage the
add-in framework
to
create new UI functionality, automate
UI behavior & integrate behind the
firewall
•
Use the
JavaScript API
to embed web
components, applications, and pass
context
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Service Cloud Platform
Agent Experience Design
Customer Experience
Design
Extensibility
Integration
Cloud Delivery
Site & Operations
Management
Global Scale
Web Service Design
•
Match your existing web site branding
down to the pixel
•
Leverage widget-based design to
mash-up capabilities on any web page
•
Extend & customize widgets using
step-by-step wizards
•
Delivers on Oracle’s Accessibility
Standards
Fast Deployments
•
Accelerate deployment with 160+
pre-built widgets, pages & templates
•
Implement changes instantly with
zero downtime
•
Support for desktop browsers, mobile
browsers and facebook
Service Cloud Platform
Agent Experience Design
Customer Experience
Design
Extensibility
Integration
Cloud Delivery
Site & Operations
Management
Global Scale
Custom Objects
•
Create an entirely new application or
extend the base applications
•
Leverage the array of designers to
create rich apps – new objects inherit
all platform capabilities
•
Define relationships between objects
•
Define and extend business logic to
new & existing objects
Upgrade & Maintenance Safe
•
Compatibility frameworks ensure
investments are always ready to
upgrade
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Service Cloud Platform
Standards-Based APIs
•
Leverage non-proprietary APIs and
integration capabilities (PHP, XML,
WSDL, SOAP, RESTful)
•
Conduct real time and batch data
synchronization via SOAP APIs
•
Integrate via PHP-based APIs to
support server-side scripting
scenarios & event triggers
SOA Ready
•
Enable SOA tooling via SOAP/WSDL
APIs, Oracle SOA Connector & Oracle
Service Bus
•
Leverage built-in single sign-on
support
Agent Experience Design
Customer Experience
Design
Extensibility
Integration
Cloud Delivery
Site & Operations
Management
Global Scale
Service Cloud Platform
Agent Experience Design
Customer Experience
Design
Extensibility
Integration
Cloud Delivery
Site & Operations
Management
Global Scale
System Integrator Partners
•
Leverage system integrators to help
with everything from the initial
implementation to customizations
•
Take advantage of direct switch access
& control with telephony integrators
•
Ensure proven, repeatable
integrations to Oracle Service Cloud
ISV Partners
•
Select best of breed ISV partners to
extend solution capabilities
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Service Cloud Platform
Agent Experience Design
Customer Experience
Design
Extensibility
Integration
Cloud Delivery
Site & Operations
Management
Global Scale
Secure
•
Industry leading security compliance
•
The only cloud solution operating
inside the US Dept of Defense
Reliable
•
Mission critical reliability
•
Carrier-grade hosting facilities
Redundant
•
Data redundancy & disaster recovery
across multiple geographic locations
•
No single points of failure for
continuous availability
Mission-Critical Cloud Delivery
Service Cloud Platform
Agent Experience Design
Customer Experience
Design
Extensibility
Integration
Cloud Delivery
Site & Operations
Management
Global Scale
Monitor
•
Monitor system-wide performance as
well as individual applications
•
Track application usage
•
Monitor service level targets
•
Track purchases & subscriptions
Test
•
Create test sites to evaluate changes,
integrations & extensions
Control
•
Schedule upgrades
•
Control application access
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Service Cloud Platform
Global Presence
•
Major hosting centers worldwide
•
Redundancy & fail-over handled
across geographies
•
Global implementation scale
Language Support
•
Application localization in 34
languages
Agent Experience Design
Customer Experience
Design
Extensibility
Integration
Cloud Delivery
Site & Operations
Management
Global Scale
Agenda
Key Takeaways
Understanding The Platform Landscape
Platform Overview
Platform Investment Themes
Customer & Partner Examples
1
2
3
4
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Platform Investment Themes
Integration & Extension
Lower Total Cost of Ownership
Global Enterprise Support
Expand Data Object Access
Additional Services
ODBC/JDBC
RESTful API
Real-time chat API
Experience Cloud Integration
Automatic Upgrades
Self-Service for Siebel
EBS & Siebel Accelerators
Business Rules
Oracle BI Cloud Integration
Increase data throughput
UK G-Cloud
Germany Cloud
Canadian Cloud
LAT Cloud
Financial Cloud
Key Takeaways
Service Cloud
Platform and Oracle
PaaS are
Complimentary
Service Cloud Offers
a Robust and
Feature Rich
Application Platform
Service Cloud
Platform is Mission
Critical & Offers
Enterprise Scale
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Agenda
Key Takeaways
Understanding The Platform Landscape
Platform Overview
Platform Investment Themes
Customer & Partner Examples
1
2
3
4
Oracle Service Cloud
Platform Overview & Roadmap
CON8910
Chris Heilig
CTO
eVerge Group
Oct 2, 2014
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
About eVerge Group
Founded in 1993
Based in Dallas, Texas (Plano)
1,000+ successful implementations
Focused on delivering business value
Committed to customer satisfaction
Impeccable customer references
25
"(eVerge Group) has been a fantastic
partner for us because they are doing a lot
of the heavy lifting... helping us to define
our business requirements and bringing
the solution to the front line."
Alex Calicchia, Executive VP and
CMO Midsouth Bank
Integration Solutions and Services
eVerge Group Offers a Full Range of Integration Solutions and Services
Solutions
Services
Customer Experience (CX)
Business Intelligence
Enterprise Resource Planning
Master Data Management
Oracle Cloud Applications
Implementation Services
Software Upgrades
Assessments
Change Management
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Customer Relationship Management
•
Publish educational material for partner, user
and customer community on corporate blog
•
Commitment to Using RightNow Internally
—
eVerge Group has implemented for managed
services
•
Implemented first RightNow to Siebel
integration
—
Achievable due to deep product knowledge in
both Siebel and RightNow
—
Working closely with Oracle for
resolution/enhancements
•
Implemented RightNow chat with integration to
Microsoft CRM
•
Multiple projects for enhancements to existing
implementations
Oracle Service Cloud and eVerge Partnership
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Customer Case Study: Intergraph
29
Customer Experience Results
Business Issue
Process, Power and Marine division was seeing a decrease in
customer satisfaction as customers complained that there was
an inability to find relevant knowledge.
Oracle Solution
Revitalize Siebel self-service channel through a richer portal,
online chat, and better knowledge management via RightNow.
Comprehensive solution leveraging the automation &
workflow in Siebel with ease of use of RightNow for
customers – this covers the entire customer experience and it
will all be managed using Siebel and RightNow.
Providing a single view into the customer and how an
organization can leverage that for success is a cross-industry
story.
“We wanted to build a seamless user experience that leveraged the service request
capability from our on-premise Siebel and the knowledge base capability from the
RightNow cloud solution.
This is something that
had not been done before
by
any customer.
eVerge brought expertise to the table on both the RightNow and Siebel side. eVerge
was very committed to helping make Intergraph successful on this project.”
Integrate Siebel & RightNow
Competition
“Do Nothing” which would have eventually led to vulnerability
to other cloud providers…needed to nail this while Oracle had
the chance
.
Oracle Solution
Siebel Service and Open UI
Web services integration using RightNow knowledge
foundation
RightNow for knowledge management
Open UI for Siebel Service Request creation integrated
with RightNow customer portal
Single Sign-On (SSO) between Siebel and RightNow
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Business Value and Impact
Contact Center Efficiencies
Leverage self service
Deploy one central knowledgebase
Provide self serve capabilities
Impact
Decrease # SRs created
Deflect to lower cost channels
Service anywhere or anytime
Analytics & Knowledge
Provide 360 view
Track Answer effectiveness
Adopt KCS
Impact
Increased CSAT
Make better, faster, and more
impactful decisions
5x rise in knowledge creation
and increased quality
Cross-Channel Optimized Architecture
Mobile
Siebel Server
User Interface
Business Logic
Data Access Services
Integration Services
Internal Users
Web Server
RightNow
RightNow Self Service
Self
Service
RN Customer Portal
Web Service
(KB Articles)
OR
OpenUI Applets
Web Service (Service Request to Answer)
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Customer Case Study: Nikon
Customer Experience Results
Business Issue
Nikon had been using RightNow to support customer service operations for
years, but was looking for better integration with its web sales and service
tools in order to improve the overall customer experience.
Oracle Solution
Nikon engaged eVerge Group to build innovative RightNow integrations with
the company’s e-commerce operations:
Integration with E-commerce System (hybris)
•
Enables a 360° view of customer
•
Provides contact center agents visibility into orders originating
from the online store,
•
Allows Nike to market to customers based on products previously
purchased .
Single Sign-on
– eVerge Group integrated RightNow with a third-party
identity provider (Open AM) to enable a seamless login experience for
customers across all Nikon web areas.
“The value we’ve received from eVerge Group is immeasurable!
The team I work with is always responsive and quick to find
multiple solutions to complicated issues.”
POWER of Architecture
Best in Breed Knowledge
Dynamic Agent Desktop
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Developer Community
•
https://cx.rightnow.com/app/answers/detail/a_id/5169
•
Every API is documented and includes sample code
–
Getting Started Guide
–
Object model
–
Operations
–
Operational Behavior
•
Sample Code
–
Designed to show common operations
–
Designed as a starting point
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