Oracle Contact Center Anywhere: Selling the Value of OCCA

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Oracle Contact Center Anywhere Selling the
Value of OCCA Hosting Partner
James Owens BDM, Specialty Sales, APAC
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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 Oracles products
remains at the sole discretion of Oracle.
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Themes

• Hot Buttons
• What are the customer's hot buttons or
  compelling business event to go down this road?
• Qualifying Questions
• Questions you need to ask your customer to
  properly qualify the lead
• Handling Objections
• How can you qualify the customer objection
  question and handling
• Q A
• What questions are you getting from your
  customers you need help addressing

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Topics
Whats on the mind of contact centre buyers?

• 1. Affordability
• 2. Speed
• 3. Adaptability
• 4. Customer Centricity
• 5. Predictability
• 6. Reliability
• 7. Security
• 8. Unified Control
• 9. Workforce-Ability

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1. Affordability
First on the list of top ten essential questions
contact center buyers have
Can Contact Center Anywhere reduce my up-front
costs and my total cost of ownership?
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Drastic Reduction in Capital Equipment Expense

• All customers need for each agent
• A phone
• A computer with internet access
• You can use your existing PBX or Centrex
• No need for many boxes
• No chat server
• No email ACD server
• No web callback server
• No quality monitoring and recording system
• No CRM system for very basic applications

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Drastic Reduction in Systems Integration

• CCA is pre-integrated
• Phone calls
• Chats
• Emails
• Faxes
• Quality monitoring
• Web callback
• Skills-based routing
• IVR
• Real time agent support
• Unified reporting

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Reduction in Cost of Ownership

• Elimination of many call centre license fees
• Subscribers dont have to negotiate separate
  licenses
• All-in-one pricing makes it simple
• Consolidation of training
• Training is greatly simplified
• Users learn one interface not four or five
• Drastic reduction in maintenance costs
• Maintenance of software is in the Customer
  network
• Regression testing not necessary
• No separate fees for each system
• Desktop maintenance all browser-based
• Leverage service automation to reduce costs
• Web-based transactions cost 90 less to process
• IVR costs as low as 50 cents per call vs. 5 -
  20 for live calls

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Questions On Affordability

• How much are the licenses to do the following on
  a traditional system?
• ACD skills-based routing, Quality monitoring,
  ACD chat
• ACD e-mail management, Web-based call-back
• Interactive Voice Response, Fax, Unified Voice
  Messaging
• Cost to integrate all of the above?
• Cost to train on all of the above?
• Cost to pay maintenance spares?
• Cost to maintain fat clients on PCs?

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Objections On Affordability

• Sounds expensive!
• Add up cost to train across multiple platforms
• Add up costs for multiple licenses
• Add up costs of each maintenance agreement
• Add up costs for custom programming
• Add up costs for systems integration
• Add up costs for system downtime
• Add up costs for overtime pay
• Add up costs for fat client maintenance on PCs

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2. Speed
Second on the list of top ten essential questions
contact center buyers have
Can I get up to speed quickly with remote agents,
additional centers, training and new campaigns?
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CCA FAST

• Spin-up accelerated
• From months to hours or days
• No more meetings with ten vendors
• New campaigns on demand
• New campaigns created in minutes on demand
• No more months of waiting for central IT staff
• On-the-fly changes to agents workgroups
• You can make changes in real time
• No service interruptions while system is
  running
• Multi-site configurations launched instantly
• Its all about the agents and workgroups
• Agents can be anywhere
• All agents need is a phone and a PC with internet
  access

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Quick Provisioning of Workgroups
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Questions On Speed

• How long does it take you to launch a new
  campaign
• Time for internal IS / IT / telecom coordination?
• Time for coordinating outside vendors?
• Time to do actual custom programming?
• Time to do integration testing?
• How long to create workgroups across multiple
  media types?
• How long to create the same for multiple sites?
• How long to configure remote agents?

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Objections On Speed

• I have to launch quickly!
• CCA is up and running in days
• CCA reduces need for
• Outside vendors
• Custom programming
• Integration testing
• My vendors create workgroups and skills for me
• Its very easy to learn
• Now you are in control
• You can do what you need to do quickly
• I have remote agents
• Can be configured as quickly as regular ones

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3. Adaptability
Third on the list of top ten essential questions
contact center buyers have
Can this system help me to cope with the constant
changes in customer demands and the dynamics of
the technology landscape?
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Adaptability Empowers a Results-Based Culture

• Local autonomy puts managers in control
• Call centre managers can make changes now
  themselves
• Quickly address customer needs
• Campaigns can be done overnight
• Future-proofing the call centre
• Single Vendor Approach
• Handling convergence
• Centralized agents
• Mobile workforce
• At-home agents

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CCA Virtualized Call Centers
Mobile Agent
Customers
Home Agent
Home Agent
Call Centre 2
Call Centre 1
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Questions On Adaptability

• Do you have local autonomy?
• Are you truly in control?
• Can you quickly address customer needs?
• Is your call centre future proof?
• Can you overflow instantly to outside agents?
• Are you adapting to convergence?
• Remote workers
• Mobile workers
• Virtual call centres

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Objections On Adaptability

• I need to be in control
• CCA gives you control
• Call flow logic, IVR prompts
• Agent skills, Workgroups, Projects
• But can I adapt to customer needs?
• You can often adapt overnight
• What about new technologies?
• Single vendor allows for much easier technology
  updates
• What about remote workers?
• They all look the same to CCA

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4. Customer Centricity
Fourth on the list of top ten essential questions
contact center buyers have
Does this application help me to focus on
customer satisfaction and customer care?
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Going with the Flow How Customers Behave

• Callers can communicate how THEY want to
• Some callers like the phone
• Some customers prefer e-mail
• Some customers like chat
• Blended view of customer-facing media
• Unified view of media types keeps focus on
  clients
• Self-service options add flexibility
• Customers like options
• IVR offers 24 hour service
• Web callback offers scheduling
• ACD chat auto-pushes URLs
• CCA creates a win-win scenario
• Increased customer satisfaction
• Lower costs greater productivity

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Questions On Customer Centricity

• What media types get the highest priority and
  why?
• Do customers communicate the way they want to?
• Are you able to keep the focus on clients?
• Are you driving clients towards self-service?

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Objections On Customer Centricity

• I need to prioritize my customers
• You can prioritize customer profiles
• You can prioritize media types
• You can route based on many skills
• Can my customers call in the way they like?
• Yes, with regular phone calls and faxes and
  emails
• Yes, with chat and web-based call-back
• What about self-service?
• You have several options including
• IVR, Email, Chat, and Web Call-Back

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5. Predictability
Fifth on the list of top ten essential questions
contact center buyers have
What kind of predictability can I expect from
Contact Center Anywhere?
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CCA Reducing Surprises

• A productized approach means simplicity
• Eliminates one-off design for initial call
  centre implementation
• Pre-Testing means predictability
• New features and capabilities pre-tested
• Regression testing done centrally
• GA customers are never a guinea pig with new
  capabilities
• Consistent provisioning
• Provisioned deliverables consisted across network
• Traditional call centre integration dogged by
  surprises
• Business Week 60 of deployments disappoint
• Gartner 70 of deployments disappoint

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Questions On Predictability

• What are your least favorite surprises?
• How are new capabilities tested?
• Who is in control of provisioning in your centre?
• How about the other centres?
• What is the least predictable part of
• Your call centre?
• Your workforce?
• Your infrastructure?
• Your client demands?

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Objections On Predictability

• My call centre needs to behave
• Hosted services are the most predictable
• Test cycles are intense
• Services affect many customers simultaneously
• What about my workforce?
• You get comprehensive reporting
• Agent activity and adherence
• Service levels, Workgroup and project statistics
• Its hard to make my projects conform
• Everything follows basic principles
• Across all media types
• For all agents, workgroups and supervisors

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6. Reliability
Sixth on the list of top ten essential questions
contact center buyers have
Is it possible to achieve mission critical
performance and high availability from this
application?
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CCA a Mission Critical Network

• True network-based software architecture
• Mirrored hot back-up of resources
• Each server has a back-up
• Back-up takes over if master fails
• Mission critical, network administration
• CCA can handle multiple data centres or POPs
• Disaster recovery is built into network
• Centralized provisioning
• Reduces confusion
• Eliminates one-off mistakes
• Focus on managed infrastructure
• Dedicated processes
• Dedicated craftspeople

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CCA Disaster Recovery Example
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Questions On Reliability

• Do you have mirrored hot back-up of all
  processes?
• What parts of the call centre do you wish had a
  hot back-up?
• What happens when something breaks?
• How long does it usually take to fix?
• How much does it cost when things break?
• Are your one-off implementations reliable?
• Whats your reliability wish?
• Who is responsible for reliability?
• How many vendors are involved?

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Objections On Reliability

• I need 5 9s reliability
• CCA has hot-back-up of all servers
• Patented mirroring of all processes
• What about disaster recovery?
• Mostly site-specific
• CCA adapts on the fly
• Remote centres cutover in a snap
• Remote agents can be configured in seconds

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7. Security
Seventh on the list of top ten essential
questions contact center buyers have
How do I keep customer data and proprietary
processes secure?
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Secure Connections

• Firewall-safe HTTPS connections
• Agents, Supervisors use browser to connect
• Secure Socket Layer 128 bit encryption
• Each company has its own security settings
• Secure Log-on
• Agents need password, system name
• Supervisors can log-out agents
• Host partitioning keeps client data safe
• Each call centre has its own private partition
• No data gets shared
• Multi-host data polling and streaming
• Customers can host their own CRM data
• CCA can push call logic only

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CCA Network Security
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Questions On Security

• Are all of your call centre applications secure?
• How do agents and supervisors log in?
• How do you secure remote agents?
• How do you secure your CRM data?
• What are your biggest security challenges?

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Objections On Security

• We have a firewall!
• CCA works on port 80 or 443
• Secure HTTPS connections
• Firewall-friendly
• I need to control class of service
• Agents and supervisors configurable
• What about secure log-ons?
• Agents and supervisors need password
• Is my data safe?
• Yes, via partitioning

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8. Unified Control
Eighth on the list of top ten essential questions
contact center buyers have
Can I get a 360 degree view of my customers and
the way we deal with them using Contact Center
Anywhere?
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A Holistic Approach To Customer Care

• Unification of interaction history
• This means a realistic view into customer
  relationships
• This means the elimination of data silos
• Persistence of interaction context
• Screen data persistence from agent to agent
• Unified customer session histories I feel your
  pain
• Integrated customer satisfaction feedback
  mechanisms
• Agent monitoring
• Quality monitoring recording
• Agent adherence logging
• Integrated reporting across all media types
• Built in, integrated reports
• Run by project, workgroup, agents

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Why Customer Satisfaction Matters

• Source Bain Consulting (Frederick Reicheld The
  Loyalty Effect, Harvard Business School Press)

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Questions On Unified Control

• How are you handling network management?
• Do you have a way to unify interaction histories
  of your clients?
• Do your agents have to ask the same questions
  over and over as callers are transferred?
• How are you running reports to manage
• Agent adherence and Service levels?
• Campaigns?
• Skills?
• Multiple media types?

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Objections On Unified Control

• I need unified control of customer histories
• CCA unifies
• Call logs, Chat Email transcripts
• Call detail records
• I dont want agents asking the same questions
  over and over
• All interactions transfer with all relevant data
• Im tired of running many different reports
• CCA has unified reporting

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9. Workforce- Ability
Ninth on the list of top ten essential questions
contact center buyers have
How does Contact Center Anywhere help me to
attract, train, coach and retain my workforce?
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Happy Agents Mean Happy Customers

• Streamlined training
• Training on system is simple
• Simplification of interaction handling
• Everythings a call makes it easy
• Viewing agent activity
• Supervisors have real-time views remote agents
  too
• Quality monitoring
• Quality monitoring means better agent coaching
• Real-time agent assistance
• Whisper coaching and chat means real-time support
  for agents

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CCA Real Time Monitoring
Customer
Agent
Supervisor
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Questions On Workforce-Ability

• How do you do training on multiple technologies?
• Do you use separate agents for disparate media
  types?
• Do supervisors have real-time views of all agent
  activity?
• Remote agents too?
• How do you do coaching of agents?
• What kind of real-time support do you have for
  agents?

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Objections On Workforce-Ability

• It looks complicated. Training must be a
  nightmare!
• Training is actually fun and easy
• Administrators use fill-in-the-blank controls
• Supervisors need that personal touch
• Even remote agents can be monitored and coached
• I need to know what the status of my agents all
  times!
• CCA has flexible agent status definitions

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Elevator Pitch Examples On Demand

• As CCA is a hosted contact centre solution, that
  is simple and fast to deploy and requires little
  or no CAPEX upfront. CCA enables you to focus on
  driving CC performance rather than on operating
  the infrastructure.
• CCA enables your business to ramp up or down the
  size and functionality of your contact centre to
  match your business need on demand.
• CCA enables new workforce options, enabling home
  agents in a virtualised CC
• CCA is a contact centre solution that allows you
  to communicate with your customers in the way
  they want, whether voice or online.
• CCA integrates voice, call recording, call back,
  voicemail, e-mail and web-chat functionality,
  with standard call centre functionality of IVR,
  advanced call routing and reporting into a single
  hosted solution.

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Questions Answers

• Questions on the presentation?
• Questions your customers have been asking?
• Any objections not listed here?

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QA
Q

A
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