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Oracle Contact Center Anywhere: The All-in-One Contact Center PlatformThe All-in-One Contact Center Platform

2008. 04. 16Oracle Korea / CRM teamOracle Korea / CRM team

김순덕

Agenda

• Customer Challenges Today• Customer Challenges Today

• Contact Center Anywhere Capabilities

• Introduction

• Value Proposition

• Integrated with Siebel CRMIntegrated with Siebel CRM

• Customers

Customer Challenges Todayg y

What are Companies Facing Today• Complexity • High Cost • Inefficiences

CustomerIntegration

Applications

Contact Center의도전과제들

45%45%

60% Seamless Customer Communications

Require Integrated

• 여러 Vendor 들• 통합이어려움

25%20%

5% 5%15%

30%

Require Integrated Channels• 여러개의 Database

• 강력한자본• 초기설치

0%Preferred Channel

Phone Email Chat Web Self-Serve All Other

• Upgrades, moves, adds, and changes• 재통합이요구됨

• Communication채널들이통합되지

• 여러개의사용자 Interfaces (UIs)• 상담원의여러개의서로다른

Communication 채널들이통합되지않음• 오늘날은진정한 Multi-Channel 의시대 상담원의여러개의서로다른

Application 과 UI 를사용해서작업• Business processes 와분리됨• 통합된 Reporting의부족

시대

• 고객만족및 Loyalty 에영향을주는채널통합의부족

• 복잡한 CTI(Computer Telephony • 통합된 Reporting 의부족복잡한 CTI(Computer Telephony Integration)

• 유동적인상담원들

A Typical Multi-Point Solution Contact Center

Source: A Comparison of All-in-One versus Multi-Point C t t C t S l ti D J h A t B B lfiContact Center Solutions – Dr. John Anton, Bruce Belfiore

All-in-One Contact Center PlatformAddresses Complexity, Cost, and InefficiencyAddresses Complexity, Cost, and Inefficiency

Source: A Comparison of All-in-One versus Multi-Point Contact Center Solutions – Dr. John Anton, Bruce BelfioreBruce Belfiore

Key Findings From Benchmark Portal

A Comparison of All-in-One vs. Multi-Point Contact Center SolutionsCenter Solutions

• Integration is simplified, and the ability to leverage the functionality of various applications is enhanced with allfunctionality of various applications is enhanced with all-in-one offerings.

• The ongoing addition of new technology, applications,The ongoing addition of new technology, applications, and functionality is significantly easier for customers who have deployed an all-in-one solution versus those with multi point productsthose with multi-point products.

• As a whole, contact centers recognize the value of reducing the number of vendors they must deal with inreducing the number of vendors they must deal with in the deployment and maintenance of contact center technology.

Source: A Comparison of All-in-One versus Multi-Point C t t C t S l ti D J h A t B B lfiContact Center Solutions – Dr. John Anton, Bruce Belfiore

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Contact Center AnywhereContact Center Anywhere Capabilities Overview

Yo r C stomer Can ChooseYour Customer Can Choose:

Regular Phone Call

Email

Chat

Web Callback

Voice-Over-Web

고객과그들의방법으로 Communication하고그들에게 Option을준다

고객만족의증가

고객과그들의방법으로 Communication하고그들에게 Option 을준다

고객이력들의통합 : So you know your Customer

“현재 Session”과이력의통합 : How did you get here?y g

통합된품질 Monitoring, Recording & Logging

고객만족 Feedback Mechanisms

Three M’s (multi-media makes money)Three M s (multi media makes money)

새로운 Business 전략을유연하게하고빠르게변경할수있는 Menu 기반의 Provisioning 을제공

더빠르게적용하고, 더적은비용,더훌륭한신뢰성비용, 더훌륭한신뢰성지속되는 re-integration 을피함으로써전체비용을극적으로줄임

효율적인 C di 허가효율적인 Cross-media 허가Resource들의적용을유연하고분산된형태로적용

Infrastructure That Adapts On-Demand!

Empower Change!

ADMINISTRATOR

SUPERVISOR

AGENT

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Contact Center AnywhereContact Center Anywhere Introduction

한결같고통합된 Design

UNIFIED QUEUING UNIFIED QUEUING // WEIGHTED SKILLSWEIGHTED SKILLS--BASED ROUTINGBASED ROUTINGCONSISTENT SERVICE ACROSS ALL COMMUNICATIONS CHANNELS CONSISTENT SERVICE ACROSS ALL COMMUNICATIONS CHANNELS / /

All-in-One for Application systems

From multiple systems / multiple vendors… …to a single vendor : Oracle

All-in-One for Multi-media

From multiple medias / multiple vendors… …to a single vendor : Oracleg

Oracle Makes It Simple!Integrated by Design

• 모든 Media 기능들을위한하나의 System Image

• 모든 Media 유형에대한공통된QueueQueue

• Communication 의모든Channel 에 Multi-Media 지원

• 모든 Media 유형에 Skills 지원based Routing 지원 – Built in.

• 정확한작업을정확한상담원에게할당함으로써상담원의생산성을최대화함상담원의생산성을최대화함

• 모든 Media 에추가된고객정보를이용한 CTI Routing

• 여러 Media 간에고객과의상호작용이력을 CRM에상호작용이력을 CRM에묶어서관리

• 통합된관리, 감독 & Recording

Customer Advantages with Oracle Integrates Communications Systems and CRM into a Single Solution

• 고객과의 Communication 에있어서정확한곳에지능적인 Route• “알아라” 누가당신의고객인지• Up-sell / Cross-sell의증가

• 처음 Call에대한해결의개선• 고객과의상호작용및이력에대한 360º View• Single Agent Interface• 비용절감 + 개선된고객만족

• 캠페인의반응과성공에대한측정캠페인의반응과성공에대한측정• 상담원의성과에대한측정과추적

• 상담원이회사또는집에서일을하든상관없이측정가능• Expand hours of live coverage• Expand hours of live coverage

• Overflow to Outsourcers

CRM 과통합으로효율성개선

Siebel CTI Toolbar w/ Agent Call

ControlsControls

Siebel’s Built inSiebel s Built-in Configurable Screen Pop

Hello, RonHow may IHow may I assist you?

Embedded Intelligence

Empowering Users :: Embedded IntelligenceEmpowering Users :: Embedded Intelligence

Oracle’s Transformational Contact Center

• 사용자권한이양• 능동적이고, 실시간의통찰정보제공,• 상호작용의순간에지능적인이해력• 유연하고, 역할기반의사용자 Interface

• 민감한 Business의가능성• Business process 변경의빠른적용• End-to-end 전사적인통합• Full SOA 지원

• Value의확보• 다양한적용 Option들지원• 성공적인구축을위한가장넓은범위• Contact center 부분의가장특화된전문지식

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Contact Center AnywhereContact Center AnywhereValue Proposition

Why is it called Contact Center Anywhere?

• The system takes communications FROM anywhereA d t th TO h• And routes them TO anywhere• Multichannel communications

M lti dimensional ro ting• Multi-dimensional routing• Built-in IVR• Built in quality monitoring• Built-in quality monitoring • Instant Provisioning• Multi-site or single-site

Contact CenterAnywhere

Multi site or single site • Voice Over IP and PSTN• A carrier grade platformA carrier grade platform• Web services interfaces

Highlights of Core Value Proposition

• A strategic ORACLE offeringA MULTICHANNEL i ti l tf• A MULTICHANNEL communications platform

• A pre-integrated platform with INSTANT PROVISIONING• A Sophisticated MULTI-DIMENSIONAL routing engine• A scalable SoftSwitch bridging Voice over IP with PSTN• A Multi-Site or Single Site ACD• A self-service platform with Interactive Voice Response• An OVERLAY NETWORK connecting legacy systems• A CARRIER GRADE platform deployed in major telcos• A quality monitoring, recording and coaching platform• A modern platform with a WEB SERVICES interface

The Marriage of CIM and CRM

Contact On Demand

• Contact Center 는 CRM application 의자연스러운확장이되고있음 On Demand

CRM On Demand

확장이되고있음

•모든 Oracle CRM applications을통해서제공

Telcos&

BPOs

Oracle

제공:•Oracle E-Business Suite •PeopleSoft

Contact CenterAnywhere Siebel CRM

7.XPeopleSoftHelpDesk

•Siebel •CRM OnDemand •Oracle Fusion

PeopleSoft Oracle

Oracle Fusion

• Multi-Channel 을지원할수있는 Computer Telephony Integration (CTI) Instant PeopleSoft

Support E-BusinessSuite

Integration (CTI) Instant

• Single-vendor approach

System Architecture Overview:CCA Operates in FOUR TIERSCCA Operates in FOUR TIERS

Tier ZeroInternet Zone

Tier OneHTTP Servers

Tier TwoDMZ Zone

Tier ThreeNetwork Zone Internet ZoneHTTP Servers

BalancingDMZ ZoneSessionServers

Network ZoneApp. Servers

Application

J2EE-Based

ApplicationServers

FileWeb SessionServers

Agents & Supervisors

Servers

DatabaseServers

Reverse HTTP Proxy ServersLoad Balancers

Servers

TelephonyServers

MailServers

PSTN / VOIPNETWORKS

통합된 Multichannel Communications

Online Interactions: Phone ACD Voicemail

ACD Callback

Web Callback

ACD Chat

Web Collaboration

Offline Interactions: FaxFax

EmailFormsForms

완전한 Multi-Dimensional Routing

• 3-D Skills-Based Routing• Association Routing (Agent/Customer)• Time of Day / Day of Week Routing• Customer Prioritization Routing• Project / Media Prioritization Routing• Prefix Routing• Caller Identification Routing• Project Identification Routing• Customized Campaign Routing• Overflow Routing

3-D Skills-Based Routing

• The Unlimited Skills Library is applied to:• Agent Skills & 숙련도

• Actual skills은기술적인숙련도또는언어• Actual skills 은기술적인숙련도또는언어

• Virtual skills 은상담원의기본비용또는위치

숙련도 스킬별로 0 100으로측정• 숙련도 : 스킬별로 0 – 100으로측정

• Workgroup Skill 요구사항• Actual & Virtual skills은요구사항의우선순위에따라사용됨

• Idle time 은 Algorithm 의한부분이될수있음

Example: 3-D Skills-Based Routing• Each Agent has:

• Actual Skills• Each Workgroup has:

• 기술요구사항• Virtual Skills• 숙련도• Workgroup연결

• Agent 와결합• 관리자• Project연결• Workgroup 연결

Skill Proficiency

• Project 연결

Skill ProficiencyFrench Speaking 45%

Computer Skills 40%

Cost Basis 30%

L tiLocation Preference 20%

Troubleshooting 60%

Agent Skills & Workgroup Requirements• 3-D Algorithm is Automatically Calculated

• Agent Actual Skills • Workgroup Requirements

3-D

• Agent Virtual Skills

내재된 Integrated Voice Response (IVR)• Self-Service to Assisted Service Flows

• Web transactions are the least costly, but the phone is the y pfavored “safety net” in high transaction environments

• IVR used to properly route customers “zero’ing out” • Call, caller, and IVR data collected for CTI-enabled

application screen popsIVR C i B ild• IVR Campaign Builder• Built-in to platform• Front end to contact center• Front-end to contact center• No separate system needed

내재된 Quality Monitoring and Coaching

•관리자는어디서나언제나모든상담원을실시간으로볼수있다실시간으로볼수있다.

• Call 은자동으로또는필요할때마다기록된다•관리자는실시간으로모니터링하고고객이모르게코치할수있다.

•관리자가통화에끼어들어 3자통화를할수있다.•관리자는상담원전체에게또는 1:1로채팅할수관리자는상담원전체에게또는 1:1로채팅할수있다

빠르고쉬운관리Instant Provisioning

메뉴클릭으로쉽게생성하고• 메뉴클릭으로쉽게생성하고추가하고수정

• Projects• Workgroups • 상담원• 상담원의 Skill변경상담원의 Skill 변경• 캠페인

• On Demand – in minutes• IT에서해결해주길기다릴필요가없음

• On-the-flyy• 실시간변경• 서비스를중지하지않음

유연한적용Single-Site or Multi-Site

• 비용효율적인하나의 Site에적용• 비용효율적인하나의 Site에적용

• 하나의 Instance에서여러 Sites를지원하나의 Instance 에서여러 Sites를지원• 지역이나 Media type 에종속된 License pool 이필요없음• CIT connector를소유할필요가없음자체적인 B i l 을지원• 자체적인 Business rule 을지원

• 중앙으로또는분산해서운영할수있는 Option

• 여러거주지에분산• 거주지에특화된 Resource• Back up software processes• 회사차원에서거주지에대한복지

Overlay Soft-ACDNetwork 투자를활용

• Overlay TDM or Voice Over IP Network• Overlay TDM or Voice Over IP Network• H.323 와 SIP 프로토콜모두지원• 다양한전화기유형지원 (physical & soft phones)다양한전화기유형지원 (p y p )• 현재존재하는 legacy ACDs 와 PBXs 들을하나의가상 network 으로연결하여활용

• 지역에얽매이지않음• Global한근태관리

어디에있 상담원• 어디에있든모든상담원을 Global resource pool 로관리

Carrier Grade Architecture• Application resource들이각거주지별로분할됨• Application resource들은 Master와 Backup mode로운영됨Application resource들은 Master 와 Backup mode 로운영됨• Master & Backup 은재해복구를위해서다른 Data center 에위치할수있음

• N+1 이나 N+x 여분의 SoftSwitch를사용• Fail-over web server 들이실시간으로인계받을수있을정도로

W b i 들은 IM S 에의해서 B k 된다Web session 들은 IM Server 에의해서 Backup 된다• 단단한 Telco신뢰성표준으로설계됨

A Modern Approach: Web Services

• Web service interface 는 3rd Party application 들이Contact Center Anywhere 의주요 communication service 에접근할수있게한다모든 N ti li t들은W b i l 를통해서• 모든 Native client들은Web service layer를통해서communication service 에접근한다

• Communications framework부분은각 3rd party• Communications framework 부분은각 3rd party 통합을가능하게한다 :• Workforce ManagementWorkforce Management• Wallboards• Overflow Networking

What to look for at your customers

Oracle Contact Center Anywhere

ACD IVR CTI SkillsBased OutboundACD IVR Link Based

Routing Dialing

ReportingWebCallBack

Click toCall

WebCollaborationWeb Chat Analytics

Quality Agent M lti Sit TrojanQualityMonitoring

AgentCoachingVOIP Multi-Site

ConsolidationTrojanHorse

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Contact Center AnywhereContact Center AnywhereIntegrated with Siebel CRM

What is the Virtual CTI Connector?

• Communication driver 는 Contact C t A h 가 Si b l

PhonePhone

PhoneCenter Anywhere 가 Siebel Enterprise 와통합될수있게한다

• Siebel Communication APIWeb ServerWeb Server

Siebel Communication API (SCAPI)를이용해서개발되었다

• Contact Center Anywhere 와의

Siebel Application ServerSiebel Application Server

SiebelSiebel

User Interface LayerUser Interface Layer

Communication 을위해서Thelphony Web Services API 를활용한다

SiebelSiebelEAIEAI Business Logic LayerBusiness Logic Layer

Communication ServerCommunication Server활용한다

• 상담원은 Siebel Communication Toolbar를이용해서모든 VirtualVirtual ConnectorConnector

Communication ServerCommunication ServerSiebel Communication API (SCAPI)Siebel Communication API (SCAPI)

를이용해서

communication 을관리한다

CCA Web ServiceCCA Web Service

CCA Servers

Si b l D kt

Integration Architecture: CCA to SiebelSiebel Desktop

Siebel Application Server

4

3Siebel Application Server

Comm Serverw/Virtual CTI

ConnectorSiebel

DB

ObjectManager

5

ConnectorDB

Customers 2

PSTNContact Center Anywhere

CTI Server / CCA Web Services

1 6 PSTN orVoIP

Options•IP/PBX•POTS Lines•Cell Phones

VoiceWAN CTI Data

•SIP Phones

Voice

Siebel Contact Center 와통합

Siebel CTI Toolbar w/ Agent Call

ControlsControls

Siebel’s Built-in Configurable Screen Pop

Hello, RonHow may IHow may I assist you?

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Contact Center AnywhereContact Center AnywhereCustomers

Telephony@Work Key Customer Segments

EducationCommunications Service Providers

State of

Financial Services Public Sector

State ofWisconsin

Outsourcers Manufacturing

Insurance Retail/ConsumerInsurance Retail/Consumer

Customer: ABN-AMRO• One of the world’s largest banks

• Operates under multiple brands: Interfirst, Mortgage.com• Multiple locations across North America• Multiple locations across North America

• Challenge• Needed way to fully integrate Web, field brokers and agents• Improve on volume of account services• Improve on volume of account services

• Solution• CallCenterAnywhere blended telephony (inbound and outbound)• CallCenterAnywhere blended media integrated Web site presence withCallCenterAnywhere blended media integrated Web site presence with

contact center• Results

• 30% increase in agent productivity• 100% ROI in the first year• J.D. Powers & Associates Award for Customer Satisfaction

Customer: State of Wisconsin• State government servicing multiple audiences

• 28 state agencies from 10 users to 350 users• Challenge• Challenge

• Multiple contact center systems created administration issues• Needed centralized cost control and management of agencies

• Solution• Solution• Multi-tenant solution provides security of data across multiple agencies’

data• Centralized deployment for sharing of resources between agenciesp y g g• Decentralized agency control for administration of call flows, provisioning

choices and supervision tools• Results

R l d lti l di t ib t d it h ith i ifi t t i• Replaced multiple distributed switches with significant cost savings• Rolled out 29 call center replacements in first 12 months • Reduced operating costs and delivery of calls saving the state significantly

Customer: Grand & Toy• Multi-Location Wholesale and Retail Office Supply

• Sites throughout CanadaR t il t l h d I t t• Retail, catalog, phone, and Internet presence

• Challenge• Multiple systems created management issues

B tt t f k t ith P i S l t• Better management of key accounts with Primary Sales teams• Solution

• Telephony@Work CallCenterAnywhere blended media brought voice and web togetherweb together

• Local control of supervisor tools and provisioning choices• Results

• Unification of geographically distributed sites with centralized control for U cat o o geog ap ca y d st buted s tes t ce t a ed co t o ooverall presence

• Increased per-seat revenue• Reduced operating costs and delivery with VOIP