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Oracle Contact Center Anywhere:
Selling the Value of OCCA – Hosting Partner
James Owens – BDM, Specialty 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.
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
Topics
What’s 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
First on the list of top ten essential
questions contact center buyers have……
1. Affordability
Can Contact Center Anywhere reduce
my up-front costs and my total
cost of ownership?
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…
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No chat server
No email ACD server
No web callback server
No quality monitoring and recording system
No CRM system for very basic applications
Drastic Reduction in Systems
Integration
• CCA is pre-integrated
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Phone calls
Chats
Emails
Faxes
Quality monitoring
Web callback
Skills-based routing
IVR
Real time agent support
Unified reporting
Reduction in Cost of Ownership
• Elimination of many call centre license fees
• Subscribers don’t 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
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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
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?
Objections On: Affordability
• Sounds expensive!
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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
Second on the list of top ten essential
questions contact center buyers have……
2. Speed
Can I get up to speed quickly with remote
agents, additional centers, training
and new campaigns?
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
• It’s all about the agents and workgroups
• Agents can be anywhere
• All agents need is a phone and a PC with internet access
Quick Provisioning of Workgroups
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?
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
• It’s 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
Third on the list of top ten essential
questions contact center buyers have……
3. Adaptability
Can this system help me to cope with the
constant changes in customer demands
and the dynamics of the technology
landscape?
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
CCA : Virtualized Call Centers
Mobile
Agent
Customers
Home Agent
Call Centre 1
Home Agent
Call Centre 2
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
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
Fourth on the list of top ten essential
questions contact center buyers have……
4. Customer
Centricity
Does this application help me to focus on
customer satisfaction and customer care?
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
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?
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
Fifth on the list of top ten essential
questions contact center buyers have……
5. Predictability
What kind of predictability can I expect
from Contact Center Anywhere?
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”
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?
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
• It’s hard to make my projects conform
• Everything follows basic principles:
• Across all media types
• For all agents, workgroups and supervisors
Sixth on the list of top ten essential
questions contact center buyers have……
6. Reliability
Is it possible to achieve mission critical
performance and high availability
from this application?
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
CCA : Disaster Recovery Example
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?”
• What’s your reliability wish?
• Who is responsible for reliability?
• How many vendors are involved?
Objections On: Reliability
• I need 5 9’s 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
Seventh on the list of top ten essential
questions contact center buyers have……
7. Security
How do I keep customer data and
proprietary processes secure?
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
CCA : Network Security
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?
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
Eighth on the list of top ten essential
questions contact center buyers have……
8. Unified Control
Can I get a 360 degree view of my
customers and the way we deal with them
using Contact Center Anywhere?
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
Why Customer Satisfaction Matters
Source: Bain Consulting (Frederick Reicheld “The Loyalty Effect,” Harvard Business School Press)
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?
Objections On: Unified Control
• I need unified control of customer histories
• CCA unifies:
• Call logs, Chat & Email transcripts
• Call detail records
• I don’t want agents asking the same questions
over and over
• All interactions transfer with all relevant data
• I’m tired of running many different reports
• CCA has unified reporting
Ninth on the list of top ten essential
questions contact center buyers have……
9. WorkforceAbility
How does Contact Center Anywhere help
me to attract, train, coach and retain my
workforce?
Happy Agents Mean Happy
Customers
• Streamlined training
• Training on system is simple
• Simplification of interaction handling
• “Everything’s 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
CCA : Real Time Monitoring
Agent
Customer
Supervisor
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?
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
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.
Questions & Answers
• Questions on the presentation?
• Questions your customers have
been asking?
• Any objections not listed here?
Q&A