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  • Customer Experience Management : A conversation with world experts RTD

    - by David lefranc
    A conversation with world experts in Customer Experience Management in Rome, Italy - Wed, June 20, 2012 It is our pleasure to share the registration link below for your chance to meet active members of the Oracle Real-Time Decisions Customer Advisory Board. Join us to hear how leading brands across the world have achieved tremendous return on investment through their Oracle Real-Time Decisions deployments and do not miss this unique opportunity to ask them specific questions directly during our customer roundtable. Please share this information with anyone interested in real-time decision management and cross-channel predictive process optimization.http://www.oracle.com/goto/RealTimeDecisions

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  • Customer Experience Management : A conversation with world experts RTD

    - by David lefranc
    A conversation with world experts in Customer Experience Management in Rome, Italy - Wed, June 20, 2012 It is our pleasure to share the registration link below for your chance to meet active members of the Oracle Real-Time Decisions Customer Advisory Board. Join us to hear how leading brands across the world have achieved tremendous return on investment through their Oracle Real-Time Decisions deployments and do not miss this unique opportunity to ask them specific questions directly during our customer roundtable. Please share this information with anyone interested in real-time decision management and cross-channel predictive process optimization.http://www.oracle.com/goto/RealTimeDecisions

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  • Customer Webcast: Alcatel-Lucent Creates a Modern User Experience

    - by [email protected]
    Today, customer satisfaction is critical to a company's long-term success. With customers searching the internet to find new solutions and offerings, it's more important than ever to deliver a modern and engaging user experience that's both interactive and community-based. Join us on June 30th for this exclusive LIVE Webcast with Saeed Hosseiniyar, CIO of Alcatel-Lucent's Enterprise Products Group, and Andy MacMillan, Vice President of Product Management for Oracle's Enterprise 2.0 Solutions. You'll learn how a modern customer service portal with integrated Web 2.0 and social media features can: Improve customer satisfaction by delivering rich, personalized and interactive content Speed product development by facilitating participation and feedback from customers through online communities Improve ROI with a unified platform that delivers content to employees, partners and customers You'll walk away with concrete strategies, best practices and real-world insights on how to transform your company's brand with a next-generation customer service and support site. Register today for this complimentary live Webcast!

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  • Join Us for the Next Quarterly Customer Update Webcast

    - by michelle.huff
    Join us for the next Oracle Content Management Quarterly Customer Update Webcast scheduled for this coming January 19 & 20, 2010. In this webcast we'll bring you up to speed on the latest updates and changes made available these past few months. Additionally, we'll cover the new features and certifications in the latest ODC & ODDC 10.1.3.5.1 release, as well as the upcoming Enterprise Content Management Suite 11gR1 PS3 (patch set 3) release. Register Today! Americas / EMEA time zones: Customer Update January 19, 2010 9:00am US PT / 12:00pm US ET / 17:00 London Length: 1 hour *Please use your corporate email address to register. Asia-Pacific time zones: Customer Update (Repeat Webcast) January 20, 2010 1:00pm Sydney AET, 10:00am Singapore (Jan 19, 2010 @ 6:00pm US PT) Length: 1 hour *Please use your corporate email address to register Missed Previous Customer Quarterly Updates? Get caught up on Oracle & ECM news. View a recording or the presentation from previous Webcasts held since June 2008 (available from My Oracle Support).

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  • Dealing with the customer / developer culture mismatch on an agile project

    - by Eric Smith
    One of the tenets of agile is ... Customer collaboration over contract negotiation ... another one is ... Individuals and interactions over processes and tools But the way I see it, at least when it comes to interaction with the customer, there is a fundamental problem: How the customer thinks is fundamentally different to how a software engineer thinks That may be a bit of a generalisation, yes. Arguably, there are business domains where this is not necessarily true---these are few and far between though. In many domains though, the typical customer is: Interested in daily operational concerns--short-range tactics ... not strategy; Only concerned with the immediate solution; Generally one-dimensional, non-abstract thinkers; Primarily interested in "getting the job done" as opposed to coming up with a lasting, quality solution. On the other hand, software engineers who practice agile are: Professionals who value quality; Individuals who understand the notion of "more haste less speed" i.e., spending a little more time to do things properly will save lots of time down the road; Generally, very experienced analytical thinkers. So very clearly, there is a natural culture discrepancy that tends to inhibit "customer collaboration". What's the best way to address this?

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  • La Customer Satisfaction non basta più!

    - by Silvia Valgoi
    La partita per la conquista della fedeltà dei clienti si gioca sempre meno sul prodotto e sempre più sul servizio. Dal momento che il consumatore di oggi è molto più evoluto e autonomo nelle scelte, il servizio deve andare ben oltre la classica interazione da Customer Service: deve rappresentare una vera e propria esperienza d’acquisto positiva. Questo è il risultato, che poi è una conferma, di Oracle Customer Experience Index, una ricerca che Oracle ha commissionato alla società LoudHouse la quale ha raccolto le opinioni di 1400 consumatori europei, di cui 200 italiani. Addirittura, l'81% di chi fa acquisti sarebbe disposto a pagare di più per una migliore customer experience. Un risultato non banale che la dice lunga su quanto il consumatore oggi sia evoluto e pretenda molto dall’azienda con la quale sta interagendo. Il 70% di coloro che hanno risposto al questionario afferma che se l’esperienza d’acquisto fosse negativa smetterebbe di rivolgersi a una determinata azienda e il 92% di questi comprerebbe da un concorrente. Ecco perchè il Customer Service non è più sufficiente, l’esperienza d’acquisto deve essere a 360° a partire dall’approccio al sito web per acquisire informazioni, all’analisi delle interazioni sui social media, fino alla consistenza delle informazioni e delle risposte che vengono fornite attraverso tutti i canali sia fisici sia virtuali. Per far questo Oracle ha dato vita a un’insieme di soluzioni che ha chiamato proprio Customer Experience Suite e spaziano dalla creazione di siti web evoluti, alla possibilità di fare Intelligence sui Social Media, alla capacità di creare un proficuo dialogo con i clienti in fase di postvendita. Per leggere il comunicato stampa della ricerca clicca qui   Per approfondire i risultati della ricerca CX Index  clicca qui

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  • Customer Concepts TV

    - by Richard Lefebvre
    Eliminate the Guesswork in Your Customer's Sales Organization Selling is the lifeblood of every business. In the past, companies would increase headcount to boost sales. In today’s business environment, companies need to re-evaluate the way in which they sell. Sales and marketing organisations must optimise performance, increase team productivity and focus on the best opportunities. Oracle Fusion CRM has been specifically designed with tools to help sales and marketing teams improve efficiency and drive revenue. Territory modeling and management, quota and commission management, collaborative features, real-time customer information and mobile device integration are just some features incorporated. Join us on Customer Concepts TV as we aim to help you find the right strategy for your prospect and customers. Whether they already have a CRM solution in place or are looking for the next level of CRM implementation, this online TV show will give you very practical advice that can help you to make the most out of your CRM implementation.Register now to reserve your spot for this exclusive, live-stream event. Customer Concepts TV comes to you on April 24. Watch the Customer Concepts TV trailer here

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  • Oracle SOA Suite - Highlighted Travel and Transportation Customer References

    - by Bruce Tierney
    0 0 1 1137 6483 - 54 15 7605 14.0 Normal 0 false false false EN-US JA X-NONE /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin:0in; mso-para-margin-bottom:.0001pt; mso-pagination:widow-orphan; font-size:12.0pt; font-family:Cambria; mso-ascii-font-family:Cambria; mso-ascii-theme-font:minor-latin; mso-hansi-font-family:Cambria; mso-hansi-theme-font:minor-latin;} Next in this series on industry-specific highlights of Oracle SOA Suite customers is the Travel and Transportation industry.  If you are in the travel or transportation industry, take a look at how these Oracle SOA Suite integration customers have addressed common business requirements to enable better customer service, lower costs, and deliver new business services. For example, All Nippon Airways (ANA) has significantly lowered management costs associated with their hybrid on-premise/cloud ticketing system deployments for domestic and international flights. Their lead-time for changes or new applications has been greatly reduced compared to their old mainframe-based systems, enabling ANA to rapidly develop new services in response to changing market needs. Another example is Schneider National, a leading provider of truckload logistics, and how they have integrated Oracle E-Business Suite, Siebel CRM, Oracle Transportation Management and customers applications using Oracle SOA Suite. Schneider National has 400 BPEL processes that generate over 60 million composite instances over five SOA clusters.  Take a deeper look into any of these case studies, videos, and Oracle Magazine articles that closely align with your industry:  Customers fly and airline succeeds with an IT transformation. Company:  All Nippon Airways  Customer Oracle or Profit Magazine Article   |   Travel and Transportation   |   Published on January 06, 2014 Any successful business must ensure ongoing customer satisfaction, respond to increased competition, and minimize costs. Running a successful airline in today’s economic climate requires all of those things, as well a... Openmatics Revolutionizes Fleet Management with Standards-Based Vehicle Telematics Platform New Company:  Openmatics s.r.o.  Customer Snapshot   |   Automotive   |   Published on May 20, 2014 Openmatics uses Oracle WebCenter Portal and Oracle Application Development Framework as a foundation for Openmatics, a vehicle telematics service for next-generation fleet management. It integrated its own app shop wi... Future Proof: To keep pace with mobile, social, and location-based services, smart technologists are using middleware to innovate Company:  SFpark  Customer Oracle or Profit Magazine Article   |   Professional Services   |   Published on August 01, 2012 Oracle Fusion Middleware is at the heart of a recently completed and very ambitious project to change how people handle the challenge of finding a parking space in San Francisco, California. “Parking is a universal is... Globalia Corporación Empresarial Accelerates Hotel Bookings, Boosts Sales by 40% with In-Memory Data Grid Solution Company:  Globalia Corporación Empresarial S.A.  Customer Snapshot   |   Travel and Transportation   |   Published on April 29, 2013 Globalia Corporación Empresarial S.A. deployed Oracle Coherence to reengineer the group’s core system for hotel bookings, now serving booking requests involving 80 hotels within an average response time of 100 millise... Choice Hotels Uses Oracle SOA Suite and Oracle BPM Suite to Modernize Global IT Architecture Company:  Choice Hotels  Press Release   |   Travel and Transportation   |   Published on August 07, 2012 Choice Hotels International, one of the largest and most successful hotel franchises in the world, has implemented Oracle SOA Suite and Oracle BPM Suite. Sascar Consolidates Fleet Management Infrastructure and Accelerates Customers’ Data Access Company:  Sascar  Customer Case Study   |   Travel and Transportation   |   Published on February 07, 2014 Description – Sascar used Oracle Exadata Database Machine, Oracle Exalogic Elastic Cloud and Oracle WebLogic Suite 11g to consolidate fleet management and perform real-time vehicle tracking 4x faster. Directorate General of Civil Aviation Streamlines Key Aviation Applications Access, Improves Productivity and Reduces Maintenance Costs Company:  Directorate General of Civil Aviation (DGAC)  Customer Snapshot   |   Travel and Transportation   |   Published on May 24, 2013 With Oracle Fusion Middleware, the Directorate General of Civil Aviation (DGAC) provided its 12,500 employees a virtual office environment that integrates team workspaces, business applications, and e-mails within a n... Schneider National Implements Next-Generation IT Infrastructure to Continue Leadership in Transportation and Logistics Industry Company:  Schneider National, Inc.  Customer Snapshot   |   Travel and Transportation   |   Published on February 26, 2013 Schneider National, Inc. deployed Oracle applications, Oracle Fusion Middleware, and Oracle development tools as the foundation for its next-generation IT environment, which is driving new levels of efficiency, profit... DGAC Cuts Subscription Costs with Oracle Company:  DGAC  Video   |   Travel and Transportation   |   Published on October 31, 2012 Using Oracle WebCenter Portal, Oracle SOA Suite, and Oracle Exalogic, DGAC reduces the cost of subscriptions to newsletters and provide to its 12,500 employees a collaborative workspace portal. Asiana Airlines Builds PIP System with Oracle Solutions Company:  Asiana Airlines  Video   |   Travel and Transportation   |   Published on July 26, 2012 With Oracle Exalogic and the Oracle SOA Suite, Asiana Airlines builds a passenger service integrated platform providing various services such as integration between its interface and internal systems and a data wareho... Choice Hotels Reduces Time to Market with Oracle WebCenter Company:  Choice Hotels  Video   |   Travel and Transportation   |   Published on April 11, 2014 Using Oracle WebCenter and Oracle SOA standardization, Choice Hotels consolidated multiple platforms, reduced IT dependency and realized tremendous benefits in total cost of ownership and faster time to market support... An Interview with Schneider National's Judy Lemke Company:  Schneider National  Video   |   Travel and Transportation   |   Published on December 17, 2013 Judy Lemke talks with Mark Sunday about the challenges Schneider National faced and how they overcame them through a companywide transformational change. For more details on these case studies, you can use this pre-filtered search on “Travel and Transportation” / “Middleware” / “Service Oriented Architecture” or browse on your own at www.oracle.com/customers

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  • Oracle Hosts Successful PeopleSoft Customer Advisory Board Meetings

    - by Mark.Hoernemann
    Last week, Oracle hosted the annual Customer Advisory Board meetings for various PeopleSoft applications, including the PeopleTools CAB.  The three day event at the Oracle headquarters brought together over 90 customers, with over 170 representatives taking part.  This was the largest CAB event PeopleSoft has had to date.  The focus of the event was to share our vision for PeopleSoft, and gain valuable input from our customer base on our direction and focus areas.  The customer feedback we received for the event was extremely positive, matching the sentiment on our side.  The information our CAB members provided was excellent; it will help ensure that we focus on the areas that matter most to our customers.   I’d like to thank all the customers that took the time out of their schedules to hear where we’re looking to go in the future, and provide guidance on how we can best assist our customer base on remaining successful in the marketplace.

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  • Enterprise Manager 12c Grand Tour Customer/Partner Workshop

    - by mseika
    EMEA | Customer/Partner Workshop EMEA Oracle Solution Centre Enterprise Manager 12c Grand Tour Customer/Partner Workshop em.us.oracle.com On the WebSales ToolsCollateral Enterprise Manager 12c Grand Tour Customer/Partner Workshop The EMEA OSC is hosting a one day Customer/Partner Oracle Enterprise Manager 12c Grand Tour workshop in Thames Valley Park, Reading, UK on 31 Oct and 01 Nov 2012. The Workshop gives attendees a good insight into the latest release by highlighting several new functional areas of the product. The format of the day will provide opportunity for discussion as well as a number of presentations and exercises covering: EM User Interface Monitoring and Framework Database Lifecycle Management Database Management Middleware Management Using comprehensive workbooks attendees will be able to follow step-by-step instructions, with OSC SME's being on hand for any questions, to gain ‘hands on’ experience of EM12c functionality. Logistics Dates31 Oct and 01 Nov 2012 Time10:00 - 16:00 LocationOracle Solution Center, Oracle 520 Thames Valley Park, Reading, RG6 1RA Space is limited. If you have a customer/partner who would like to attend please register their details: For Wed 31 Oct 2012 REGISTER For Thu 01 Nov 2012REGISTER . Please note that this workshop is ONLY for customers/partners and seats will not be allocated to Oracle employees.

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  • WebCenter Customer Spotlight: Sberbank of Russia

    - by me
    Author: Peter Reiser - Social Business Evangelist, Oracle WebCenter  Solution SummarySberbank of Russia is the largest credit institution in Russia and the Commonwealth of Independent States (CIS), accounting for 27% of Russian banking assets and 26% of Russian banking capital.Sberbank of Russia needed to increase business efficiency and employee productivity due to the growth in its corporate clientele from 1.2 million to an estimated 1.6 million.Sberbank of Russia deployed Oracle’s Siebel Customer Relationship Management (CRM) applications to create a single client view, optimize client communication, improve efficiency, and automate distressed asset processing. Based on Oracle WebCenter Content, they implemented an enterprise content management system for documents, unstructured content storage and search, which became an indispensable service across the organization and in the board room business results. Sberbank of Russia consolidated borrower information across the entire organization into a single repository to obtain, for the first time, a single view on the bank’s borrowers. With the implemented solution they reducing the amount of bad debt significantly. Company OverviewSberbank of Russia is the largest credit institution in Russia and the Commonwealth of Independent States (CIS), accounting for 27% of Russian banking assets and 26% of Russian banking capital. In 2010, it ranked 43rd in the world for Tier 1 capital. Business ChallengesSberbank of Russia needed to increase business efficiency and employee productivity due to the growth in its corporate clientele from 1.2 million to an estimated 1.6 million. It also wanted to automate distressed asset management to reduce the number of corporate clients’ bad debts. As part of their business strategy they wanted to drive high-quality, competitive customer services by simplifying client communication processes and enabling personnel to quickly access client information Solution deployedSberbank of Russia deployed Oracle’s Siebel Customer Relationship Management (CRM) applications to create a single client view, optimize client communication, improve efficiency, and automate distressed asset processing. Based on Oracle WebCenter Content, they implemented an enterprise content management system for documents, unstructured content storage and search which became an indispensable service across the organization and in the board room business results. Business ResultsSberbank of Russia consolidated borrower information across the entire organization into a single repository to obtain, for the first time, a single view on the bank’s borrowers. They monitored 103,000 client transactions and 32,000 bank cards with credit collection issues (100% of Sberbank’s bad borrowers) reducing the amount of bad debt significantly. “Innovation and client service are the foundation of our business strategy. Oracle’s Siebel CRM applications helped advance our objectives by enabling us to deliver faster, more personalized service while managing and tracking distressed assets.” A.B. Sokolov, Head of Center of Business Administration and Customer Relationship Management, Sberbank of Russia Additional Information Sberbank of Russia Customer Snapshot Oracle WebCenter Content Siebel Customer Relationship Management 8.1 Oracle Business Intelligence, Enterprise Edition 11g

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  • Oracle: Focus on the Customer

    Jeb Dasteel, Vice President Oracle Global Customer Programs, talks with Fred about what Oracle is doing to drive Customer Focus and to create the Superior Ownership Experience for every Oracle customer.

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  • Now Available:Oracle Utilities Customer Care & Billing Version 2.4.0 SP1

    - by Roxana Babiciu
    We are pleased to announce the general availability of Oracle Utilities Customer Care & Billing 2.4.0 SP1. Key Features & Benefits: Oracle Utilities Customer Care & Billing 2.4.0 SP1 includes several base enhancements and a new licensable module called Customer Program Management. Key base enhancements in this release are: Configuration Migration Assistant (Additional Migration Plans) – Configuration Migration Assistant (CMA) was introduced in Oracle Utilities Application Framework V4.2.0 to supersede the ConfigLab facility. Oracle Utilities Customer Care and Billing now has a large number of migration plans to support migrating administration objects between environments. Encryption – Ability to configure encryption for fields that store sensitive data such as credit card numbers, bank account numbers, social security numbers, and MICR ID. Single Euro Payments Area (SEPA) Direct Debit – Functionality for configuring recurring direct debit payments in accordance with the Single Euro Payments Area (SEPA) initiative. Usage Enhancement for Bill Print – Allows additional information to be captured on a usage request to support billing when meter reads are not obtained from Oracle Utilities Customer Care & Billing but from a meter data management system (e.g. Oracle Utilities Meter Data Management). Preferences Portal – Communication preference zones allowing utilities to track customers’ preferred communication channels for various types of notifications or communications (e.g. phone, SMS, email). More information can be found on OPN!

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  • Six Best Practices for Empowering the Customer Experience

    - by Richard Lefebvre
    Normal 0 false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4 Companies that fail to offer a great Customer eXperience can face declining customer satisfaction numbers and a poor service experience that can be amplified over #social channels. Here are 6 best practices for empowering the Customer Experience. What are your top tips for a great CX? Read the article here

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  • Are You Meeting Social Customer Service Expectations?

    - by Mike Stiles
    Whether it’s B2B or B2C, one sure path to repeat business is making sure your buyer has a memorably pleasant and successful customer service experience with you. If they get that kind of treatment consistently, that’s called a relationship. And those aren’t broken easily. Social customer service, driven by integrated SRM (social relationship management) technology, is the venue that can effectively connect customers not only to the brand, but to other customers. Positive experiences, once administered, don’t just rest with the recipient. They’re published in the form of public raves and peer-to-peer recommendation, a force far more actionable than push advertising. What’s more, your customers have come to expect access to you and satisfaction from you using social. An NM Incite study shows 83% of Twitter users and 71% of Facebook users expect to get an answer from brands the same day they post to them on their social assets. To make sure you’re responding, you’ve got to have a tech platform that’s set up to moderate and alert so you’ll know ASAP a customer needs help. The more integrated your social enterprise is, the faster you can not only respond, but respond with the answer they’re looking for, because your system is connected to the internal resources that can surface the answer or put wheels in motion to rectify the situation in the shortest amount of time possible. But if you go to the necessary lengths to make sure your customers feel valued and important, will they really reward you? The study says 71% of consumers who got quick and effective responses from companies they contacted via social were more likely to recommend the brand to their friends and followers. So yes, sweeping people off their feet pays big dividends in terms of word-of-mouth marketing. But you should be keenly aware of the reverse side of that coin. Give people a negative experience, either in real world or virtual customer service, and that message is highly likely to get amplified through social channels faster and louder. Only 36% of the NM Incite study’s respondents reported that their problems were solved quickly and effectively. 36%? That’s hardly an impressive number. It gets worse. 10% never got so much as a response - at all. Going back to the relationship analogy, companies that are this deep in the ditch where customer service is concerned are making their girl or boyfriends really easy for a competitor to steal. Given the technology tools and data available right now for having an intimate knowledge of the customer, what products they’ve purchased, likely problems with those products, effective resolutions to those problems, and follow-up communication to gauge satisfaction, there are fewer excuses than ever for making the lifeblood of your business feel like you couldn’t care less. @mikestiles

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  • How to separate and maintain customer specific code

    - by WYSIWYG
    I am implementing customer specific code and currently following simple approach like if (cusomterId == 23) do it. I want to separate out all the customer related code in separate place. But I have following problems. In code is in 1. Stored procs 2. Plain old classes. 3. Controllers 4. Views I came up with two solutions. First is to create table CustomerFunctionlity with columns CustomerId, FunctionalityName, method/Proc, inputs/outputs With this table I can simply check if exists, execute given function. Another way is creating a factory which returns customer related object for an interface. I am writting small end to end customer specific functionalities. How can I write maintenable code. Thanks

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  • Why Deliver Customer Service in the Cloud?

    - by Charles Knapp
    In volatile, competitive markets, delivering exceptional service across channels is essential. But delivering world-class service on tight budgets, and deliving improvements quickly, is a tough challenge. That's why so many of the world's most successful organizations choose to deliver customer service in the cloud. Example: Michele Watson, VP of Global Customer Care at Match.com, says Oracle's service in the cloud "helps our customer receive the support they need in real time, our contact center agents be more productive and helpful, and our executive and product development teams receive detailed feedback to continue our improve our customers' experience." Learn more here about why you should consider delivering customer service in the cloud. 

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  • What are your advice, methods, or practices to take out the most from a day on-site at a customer?

    - by Stephane
    We just deployed a large software that affects the way the user work-day looks like in many aspects. It changes a lot of things in the way they interact between eachothers. The developers of the team are taking rounds and spending one day at the customer's site to understand better what is a typical day for our user, and the learning process they go through. In this context, what How would you approach that day, what kind of questions do you ask, how do you observe the user. Are there defined practices that exist? Also what wouldn't you do? Did you have some bad experience out of this?

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  • Suggestions for a Live chat software on websites for customer support?

    - by Munish Goyal
    Recommendations needed. We want to get in touch with customers via live chat. Requirements: chat window customisable to mingle with website theme (colors etc) preferably the window should be within webpage and not only pop-out/popup. ease of use by customer minimally intrusive should have triggers/Alerts to backend side. for ex: user is unable to fill-up signup form or something, we should be able to offer help to user and this chat window automatically shows to user. What is the cost ? UPDATE: After R&D we also narrowed down to comm100 and liveperson, and we will go with comm100. LP is best commerical soln. but comm100 is a good free soln. We go with comm100 as starting point. But it gives out exceptions alerts sometimes in the dashboard. Can it be configured for chat invitations triggered on certain conditions. Currently only a timebased trigger is available. Any other major difference between these two ?

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  • How Social Is Your Contact Center?

    - by Charles Knapp
    More than 75% of consumers have complained on a social site after a poor customer experience. Yet, 70% of companies have little understanding of the social media conversations about their brand. To deliver upon your brand promise, retain customers, and increase their lifetime value, you must deliver great customer experiences across social, mobile, phone, and chat channels. Siloed channels produce poor customer experiences. Social channels must integrate with the people, processes, technology, and traditional channels used to satisfy customers. The more effective a company’s social marketing, the greater the demand for effective social service. However, service is not a job for social marketers. It is a job for service specialists, focused on KPIs such as response time, first contact resolution, satisfaction, churn, retention, and customer lifetime value. Most social-enabled contact centers are at the early adopter stage, attempting to “bolt on” social media as a side process. Many are experiencing inconsistent customer experiences, higher costs, and negligible return on investments. Service leaders should consider carefully how to integrate social channels with their current customer service and support people, processes, technology, and channels. Here is one company realizing success: the pre-integrated Oracle RightNow Social Experience “empowers our contact center operations by enabling our agents to join customer conversations that are happening on social sites like Twitter and Facebook and integrate those conversations into our overall multichannel customer engagement processes.” — Lisa Larson, Drugstore.com

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  • Partner Blog Series: PwC Perspectives - Looking at R2 for Customer Organizations

    - by Tanu Sood
    Welcome to the first of our partner blog series. November Mondays are all about PricewaterhouseCoopers' perespective on Identity and R2. In this series, we have identity management experts from PricewaterhouseCoopers (PwC) share their perspective on (and experiences with) the recent identity management release, Oracle Identity Management R2. The purpose of the series is to discuss real world identity use cases that helped shape the innovations in the recent R2 release and the implementation strategies that customers are employing today with expertise from PwC. Part 1: Looking at R2 for Customer Organizations In this inaugural post, we will discuss some of the new features of the R2 release of Oracle Identity Manager that some of our customer organizations are implementing today and the business rationale for those. Oracle's R2 Security portfolio represents a solid step forward for a platform that is already market-leading.  Prior to R2, Oracle was an industry titan in security with reliable products, expansive compatibility, and a large customer base.  Oracle has taken their identity platform to the next level in their latest version, R2.  The new features include a customizable UI, a request catalog, flexible security, and enhancements for its connectors, and more. Oracle customers will be impressed by the new Oracle Identity Manager (OIM) business-friendly UI.  Without question, Oracle has invested significant time in responding to customer feedback about making access requests and related activities easier for non-IT users.  The flexibility to add information to screens, hide fields that are not important to a particular customer, and adjust web themes to suit a company's preference make Oracle's Identity Manager stand out among its peers.  Customers can also expect to carry UI configurations forward with minimal migration effort to future versions of OIM.  Oracle's flexible UI will benefit many organizations looking for a customized feel with out-of-the-box configurations. Organizations looking to extend their services to end users will benefit significantly from new usability features like OIM’s ‘Catalog.’  Customers familiar with Oracle Identity Analytics' 'Glossary' feature will be able to relate to the concept.  It will enable Roles, Entitlements, Accounts, and Resources to be requested through the out-of-the-box UI.  This is an industry-changing feature as customers can make the process to request access easier than ever.  For additional ease of use, Oracle has introduced a shopping cart style request interface that further simplifies the experience for end users.  Common requests can be setup as profiles to save time.  All of this is combined with the approval workflow engine introduced in R1 that provides the flexibility customers need to meet their compliance requirements. Enhanced security was also on the list of features Oracle wanted to deliver to its customers.  The new end-user UI provides additional granular access controls.  Common Help Desk use cases can be implemented with ease by updating the application profiles.  Access can be rolled out so that administrators can only manage a certain department or organization.  Further, OIM can be more easily configured to select which fields can be read-only vs. updated.  Finally, this security model can be used to limit search results for roles and entitlements intended for a particular department.  Every customer has a different need for access and OIM now matches this need with a flexible security model. One of the important considerations when selecting an Identity Management platform is compatibility.  The number of supported platform connectors and how well it can integrate with non-supported platforms is a key consideration for selecting an identity suite.  Oracle has a long list of supported connectors.  When a customer has a requirement for a platform not on that list, Oracle has a solution too.  Oracle is introducing a simplified architecture called Identity Connector Framework (ICF), which holds the potential to simplify custom connectors.  Finally, Oracle has introduced a simplified process to profile new disconnected applications from the web browser.  This is a useful feature that enables administrators to profile applications quickly as well as empowering the application owner to fulfill requests from their web browser.  Support will still be available for connectors based on previous versions in R2. Oracle Identity Manager's new R2 version has delivered many new features customers have been asking for.  Oracle has matured their platform with R2, making it a truly distinctive platform among its peers. In our next post, expect a deep dive into use cases for a customer considering R2 as their new Enterprise identity solution. In the meantime, we look forward to hearing from you about the specific challenges you are facing and your experience in solving those. Meet the Writers Dharma Padala is a Director in the Advisory Security practice within PwC.  He has been implementing medium to large scale Identity Management solutions across multiple industries including utility, health care, entertainment, retail and financial sectors.   Dharma has 14 years of experience in delivering IT solutions out of which he has been implementing Identity Management solutions for the past 8 years. Scott MacDonald is a Director in the Advisory Security practice within PwC.  He has consulted for several clients across multiple industries including financial services, health care, automotive and retail.   Scott has 10 years of experience in delivering Identity Management solutions. John Misczak is a member of the Advisory Security practice within PwC.  He has experience implementing multiple Identity and Access Management solutions, specializing in Oracle Identity Manager and Business Process Engineering Language (BPEL). Jenny (Xiao) Zhang is a member of the Advisory Security practice within PwC.  She has consulted across multiple industries including financial services, entertainment and retail. Jenny has three years of experience in delivering IT solutions out of which she has been implementing Identity Management solutions for the past one and a half years. Praveen Krishna is a Manager in the Advisory  Security practice within PwC.  Over the last decade Praveen has helped clients plan, architect and implement Oracle identity solutions across diverse industries.  His experience includes delivering security across diverse topics like network, infrastructure, application and data where he brings a holistic point of view to problem solving.

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  • Looking for an customer email support system

    - by Martin
    Looking for a "customer email management system" similar to MailTank to deal with support emails. MailTank seemed perfect but it was a bit expensive. I tested the Email Center Pro also but thought it was too messy. Is there something that is simple, cheap, handles 3-5 users and to assign emails and conversations to a particular user?

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  • Oracle OpenWorld Update: Oracle GoldenGate Customer Panels

    - by Doug Reid
    0 false 18 pt 18 pt 0 0 false false false /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin:0in; mso-para-margin-bottom:.0001pt; mso-pagination:widow-orphan; font-size:12.0pt; font-family:"Times New Roman"; mso-ascii-font-family:Cambria; mso-ascii-theme-font:minor-latin; mso-fareast-font-family:"Times New Roman"; mso-fareast-theme-font:minor-fareast; mso-hansi-font-family:Cambria; mso-hansi-theme-font:minor-latin;} We are two weeks out from the start of Oracle OpenWorld 2012. The Data Integration team has a solid line-up of product and customer sessions for you to attend this year, plus five hands-on labs, and numerous demonstration pods in Moscone South. On Monday we kick the track off with Brad Adelberg’s Future Strategy, Direction and Roadmap for Oracle’s Data Integration Platform at 10:45AM in Moscone West 3005. Over the rest of the week we have a number of deep dive sessions that build out the themes that Brad discusses in his keynote, but the two that I would like to highlight today are our Oracle GoldenGate customer panels. The first customer panel is on Zero Downtime Operations and is on Monday at 1:45 in Moscone West 3005. The theme of this session is how to reduce downtime for critical must-succeed systems. Here’s a rundown of the session: Bank of America, TALX, and St. Jude Medical all have users communities that expect systems to be available around the clock. In this customer panel session, Bank of America discusses how it will be leveraging Oracle GoldenGate. St. Jude Medical shares how it is using Oracle GoldenGate to achieve a zero-downtime migration for a 5 TB Oracle online transaction processing (OLTP) 24/7 mission-critical database. TALX discusses how Equifax Workforce Information Services used Oracle GoldenGate to move from processing online transactions in a single site to processing concurrently from two geographically disparate data centers, providing a highly available solution with significant burst capacity. On Tuesday at 11:45 in Moscone West 3005 we switch gears and host a customer panel on Operational Reporting. The theme of this customer panel is all around reporting and how Oracle GoldenGate raises the bar on reporting by enabling real-time access to real-time data. Here’s a rundown of the session: Turk Telekom and Comcast are half a world away from each other, but these two powerhouse companies have both drastically improved performance and access to real-time data by using Oracle GoldenGate. During this panel discussion, Turk Telekom will explain its evaluation and implementation of Oracle GoldenGate, how the business has experienced significant improvements in the core database and reporting platform, and how it plans to expand its usage into its SOA architecture and its architecture based on Oracle’s Siebel platform. Comcast will explain its implementation of Oracle GoldenGate and how it moves data in real time from its mission-critical HP NonStop database to a Teradata data warehouse. Join us at our sessions to learn what other customers are doing with our products or stop by our demo pods in Moscone south and meet the product management and development teams.

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  • WebCenter Customer Spotlight: Los Angeles Department of Water and Power

    - by me
    Author: Peter Reiser - Social Business Evangelist, Oracle WebCenter  Solution Summary Los Angeles Department of Water and Power (LADWP) is the largest public utility company in the United States with over 1.6 million customers. LADWP provides water and power for millions of residential & commercial customers in Southern California. The goal of the project was to implement a newly designed web portal to increase customer self-service while reducing transactions via IVR and automate many of the paper based processes to web based workflows for their 1.6 million customers. LADWP implemented a Self Service Portal using Oracle WebCenter Portal & Oracle WebCenter Content and Oracle SOA Suite for the integration of their complex back-end systems infrastructure. The new portal has received extremely positive feedback from not only the customers and users of the portal, but also other utilities. At Oracle OpenWorld 2012, LADWP won the prestigious WebCenter innovation award for their innovative solution. Company OverviewLos Angeles Department of Water and Power (LADWP) is the largest public utility company in the United States with over 1.6 million customers. LADWP provides water and power for millions of residential & commercial customers in Southern California. LADWP also bills most of these customers for sanitation services provided by another department in the city of Los Angeles.  Business ChallengesThe goal of the project was to implement a newly designed web portal that is easy to navigate from a web browser and mobile devices, as well as be the platform for surfacing internet and intranet applications at LADWP. The primary objective of the new portal was to increase customer self-service while reducing the transactions via IVR and walk-up and to automate many of the paper based processes to web based workflows for customers. This includes automation of Self Service implemented through My Account (Bill Pay, Payment History, Bill History, Usage analysis, Service Request Management) Financial Assistance Programs Customer Rebate Programs Turn Off/Turn On/Transfer of Services Outage Reporting eNotification (SMS, email) Solution DeployedLADWP implemented a Self Service Portal using Oracle WebCenter Portal & Oracle WebCenter Content. Using Oracle SOA Suite they integrated various back-end systems including Oracle Siebel CRM IBM Mainframe based CIS FILENET for document management EBP Eletronic Bill Payment System HP Imprint System for BillXML data Other systems including outage reporting systems, SMS service, etc. The new portal’s features include: Complete Graphical redesign based on best practices in UI Design for high usability Customer Self Service implemented through MyAccount (Bill Pay, Payment History, Bill History, Usage Analysis, Service Request Management) Financial Assistance Programs (CRM, WebCenter) Customer Rebate Programs (CRM, WebCenter) Turn On/Off/Transfer of services (Commercial & Residential) Outage Reporting eNotification (SMS, email) Multilingual (English & Spanish) – using WebCenter multi-language support Section 508 (ADA) Compliant Search – Using WebCenter SES (Secured Enterprise Search) Distributed Authorship in WebCenter Content Mobile Access (any Mobile Browser) Business ResultsThe new portal has received extremely positive feedback from not only customers and users of the portal, but also other utilities. At Oracle OpenWorld 2012, LADWP won the prestigious WebCenter innovation award for their innovative solution. Additional Information LADWP OpenWorld presentation Oracle WebCenter Portal Oracle WebCenter Content Oracle SOA Suite

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  • Wesquare (NL) helps major CG customer integrating Oracle Service Cloud (RightNow) with JDEdwards

    - by Richard Lefebvre
    Normal 0 false false false EN-US X-NONE X-NONE When this well known, Italy based, CG player claimed that they needed a new CRM tool, Oracle partner WeSquare had a precise idea of what would be required, knowing that the customer was using JDEdwards as an ERP: they immediately thoughts about a solution that would help synchronizing the customer’s back-end system with the new CRM interface. The customer asked for presentations from three companies, including Oracle, and eventually selected Oracle Service Cloud (RightNow) with Alfa Sistemi (Oracle Platinum Partner) as a System Integrator supported by Wesquare (Oracle Gold partner specialized in RightNow). Synchronizing an On Premises ERP with a new SaaS based CRM platform could be seen as an uphill task, but WeSquare was determined, during the presales cycle, to prove that they had the skills and the attitude to make the difference. So, they rolled up their sleeves and got to it: five days of relentless work, missed lunches, and hours of brainstorming showed its result in the form of a new interface that works fabulously well with the JDEdwards ERP back-end and was successfully pitched by Oracle to the end-customer to win the deal! WeSquare took the occasion to learn that they can integrate Oracle Service Cloud (RightNow) with practically every other solution that a customer may run. As part of the project, WeSquare was also involved in different add-on’s development with the aim of enriching Oracle Service Cloud’s functionality. WeSquare is based in The Netherlands with an in-shore practice supported by off-shore teams in India. WeSquare can integrate and synchronize any application with RightNow. For more information, visit www.wesquare.nl or contact Wiebe Blankenberg (Managing Director) at +31 (0) 6 3632 1104 /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0cm 5.4pt 0cm 5.4pt; mso-para-margin-top:0cm; mso-para-margin-right:0cm; mso-para-margin-bottom:10.0pt; mso-para-margin-left:0cm; line-height:115%; mso-pagination:widow-orphan; font-size:11.0pt; font-family:"Calibri","sans-serif"; mso-ascii-font-family:Calibri; mso-ascii-theme-font:minor-latin; mso-fareast-font-family:"Times New Roman"; mso-fareast-theme-font:minor-fareast; mso-hansi-font-family:Calibri; mso-hansi-theme-font:minor-latin; mso-bidi-font-family:"Times New Roman"; mso-bidi-theme-font:minor-bidi;}

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