Santiago Ontañón, Director de Ventas para Retail de Oracle México en el marco del Congreso CRM + Social Media + Centros de Contacto México 2012 en el WTC de la Ciudad de México

2. Customer Service Experience
EMPOWERING PEOPLE. POWERING BRANDS.
Santiago Ontañon
Director Comercial, Cuentas Estratégicas
5 de Diciembre, 2012

3. 86% stop doing business with an
organization after one bad experience.*
#1 Reason to recommend a
company: Outstanding Service
(not price or product quality).*
* Harris Interactive, 2009 Customer Experience Impact Report

4. Are You Delivering Reliable
Experiences?
Providing consistent Service Quality,
across Multiple Channels of Support,
that maximizes Agent Productivity,
while lowering Operational Costs?

5. Achieve Sustainable Growth & Profit
Customer Experience Value Equation: CX=A+R+E
ACQUISITION RETENTION EFFICIENCY
(INCREASE SALES) (MONETIZE RELATIONSHIPS) (LEVERAGE INVESTMENTS)
Generate Improve Improve
More Opportunities Service Quality & Reliability Self-Service
Drive Improve Increase
Conversion Rate Multi-Channel Support Productivity
Increase Drive Decrease
Average Order Value Loyalty & Advocacy Cost of Operations

6. The Brand Promise Throughout the Lifecycle
• Customers move through a
closed-loop, continuous lifecycle
• Your brand promise happens
throughout the customers
lifecycle
• The moments that matter most
to your customers is when your
brand promise is realized

7. Provide Channel Choice, Any Where
STORE
• Enable engagement where the
KIOSKS
DIRECT customer needs or wants to
SALES
interact
• Empower customers to help
CONTACT themselves on any channel
SOCIAL
CENTER
• Enable seamless conversations
between channels
MOBILE FIELD
• Capture the interactions across all
SERVICE the channels
• Be consistent across all channels
WEB

8. Offer Service Choice, on Any Device
Self Service Assisted Service Social Service
• FAQs § Click–To-Call § Communities
• Documents § Click-To-Call Back § Facebook Sites
• Guided Answers § Click-To-Chat § Social Monitoring
• Virtual Assistant § Co-Browse § Social Knowledge
• Search & Browse § Proactive Chat § Collaboration

9. Changing Behaviors Are Driving More
Complexity
Need / Research Select Purchase Receive / Use Maintain /Recommend
Order Online Order Online
Web Comparison Site*
Chat
Contact
Center Change Order
Visit Retail Store
In-Store Select Product Pickup Local Store
Browse
Kiosk Catalog
Web Product Info
Mobile Search
Email Order
Email Confirm w/Rec
Ask Facebook Friends Tweet About Ask for Help on
Social For Recommendations* Read Reviews*
Purchase Experience* Community Chat Room
Direct Sales Receive Call For
Extension of Warranty
* Brand doesn’t have control of experience

10. Powering Great Customer Service Experiences
Delivering Exceptional Results

11. Best CX Solution
“Vendors that can demonstrate a strategy of providing support for all these areas (contact
center, Web, analytics and social CRM) will be best-positioned to lead the market.” –
Michael Maoz, Gartner
Magic Quadrant for Magic Quadrant for Magic Quadrant for
Web Customer Service Social CRM Customer Service
Contact Centers
Gartner Inc. “Magic Quadrant for Social CRM” Adam Sarner, Gartner Inc. “Magic Quadrant for CRM Customer Service
Gartner Inc. “Magic Quadrant for CRM Web Customer Service” Johan
Ed Thompson, Nikos Drakos, Chris Fletcher, Jeffrey Mann, Contact Centers” Michael Maoz, April 15, 2012 *3
Jacobs, September 19, 2011 *3
Michael Maoz. July 25, 2011 *1

12. The RightNow CX Cloud Service
Improving Cross Channel Customer Experiences
The Oracle RightNow CX Cloud Service combines Web, Social & Contact Center experiences,
for a unified cross-channel service solution in the Cloud
Unifying cross channel
experiences to strengthen
customer relationships,
improve resolution rates,
and increase sales

13. Oracle RightNow CX Service Cloud
Mission Critical Cloud Delivery
RightNow Cloud provides transparent reliability, unmatched security, and total Cloud freedom for
Mission Critical Customer Experience delivery
Unmatched Cloud Compliance
• DIACAP, NIST, HIPAA, FISMA…
• Segregation of data at the DB level
• PCI Certified Cloud
• Government Cloud
• Government Cloud for DoD
Reducing the operational
Transparent Cloud Management
• Monitor per channel, Incidents, License Capacity, costs of security,
Service Levels, Change Mgt… compliance, infrastructure,
and administration without
Flexible Cloud Delivery
• Flexible licensing and usage sacrificing control
RightNow (Virtual CIO) • Fixed price multi-year contract
• Flexible upgrade schedule
“No other vendors are doing anything close to what RightNow is offering in its CSA”. - Ken Harris, CIO / SVP of Shaklee
© 2011 Oracle Corporation – Proprietary and Confidential 13

14. Web
• Oracle RightNow Web Self-Service
• Oracle RightNow Intent Guide
• Oracle RightNow Guided
Assistance
• Oracle RightNow Email
Oracle RightNow Web
Management
• Oracle RightNow Chat
• Oracle RightNow Co-Browse
• Oracle RightNow Mobile
© 2012 Oracle Corporation – Proprietary and Confidential 14

15. Deliver Knowledge At The Point of Need
Oracle RightNow Web Self Service
Enables visitors to find answers online from any device. The self-
learning knowledge base improves with every customer interaction
and provides deep and valuable insight into every customer or trend.
Reduce abandonment. Lower support costs. Increase efficiencies.
Capability Benefit
Patented, self-learning knowledge management Increase Self-Service Rate & decrease
system Cost per Resolution
“
Syndicate content and functionality to anywhere your Increase Availability & Accessibility of RightNow has completely
customers need help Service
transformed the way Overstock
Quickly incorporate widgets, videos and other Increase Relevance of Interactions & interacts with customers by enabling
elements while easily customizing for brand Decrease Abandon Rate us to understand and resolve issues
with the least amount of time and
Partner ecosystem provides language translation and effort.
Increase Accessibility of Service & Usability
”
web design expertise and services
Stormy Simon
Web Experience and Answer Content Tune-Up Senior Vice President, O.co
Improve Service Level & Accessibility
Checklists and Best Practice Guides
© 2012 Oracle Corporation – Proprietary and Confidential 15

16. One Solution, One Experience, Any Device
Oracle RightNow Mobile
Increase brand loyalty and multi-channel support by making self
service and engagement options accessible and available.
Capability Benefit
Enable customers to search for help, view answers, rate
“
Improve Accessibility of Service We’ve loaded college
answers, and see related questions
application information, program
Delivers a web chat designed for mobile interfaces Increase Customer Satisfaction
overviews, course requirements,
and even their advisor’s name
into the RightNow system which
Allows customers to submit an email query from their Improve Resolution Rate & Average
smartphones Speed to Answer allows students to access the
information from any mobile
Helps customers find the right answers with mobile- device.
”
Improve Accessibility of Service
optimized Guided Assistance
Michele Moskos,
Best practice guides for designing and implementing Director, Texas Tech University
Decrease Development Costs
mobile experiences
© 2012 Oracle Corporation – Proprietary and Confidential 16

17. Social
• Oracle RightNow Social Monitor
• Oracle RightNow Support
Community
• Oracle RightNow Innovation
Community
Oracle RightNow Social • Oracle RightNow Self Service for
Facebook
© 2012 Oracle Corporation – Proprietary and Confidential 17

18. Strengthen Customer Relationships
Oracle RightNow Cloud Monitor & Smart Sense
Participate in the conversation and know when to listen, contribute or
re-direct interactions with proactive notification. Increase customer
advocacy and retention by elevating your connection to customers.
Capability Benefit
Automatically detect potentially unhappy customers and can
Increase Customer Satisfaction
prioritize their posts for immediate follow-up
“
As a growing company we quickly
Identify customers based upon previous interactions with realized we need to do more to
Improve Customer Segmentation
your organization, and establish their social influence help our customers. Leveraging
RightNow CX improved our
Recognize modifiers and negatives in all supported customer satisfaction and
Increase Referral Rate
languages as well as some emoticons and acronyms productivity, plus it saved us a lot
of money.
Take cross channel actionable next steps such as incident
creation
Decrease Cost of Operation
”
Tish Whitcraft
Senior Vice President, Myspace
© 2012 Oracle Corporation – Proprietary and Confidential 18

19. Extend Your Customer Reach
Oracle RightNow Self Service for Facebook
Extends great customer experience to your Facebook presence. Your
customers can find answers, ask questions of their peers, submit
product ideas, and even initiate incidents directly from your Facebook
page.
Capability Benefit
Question-and-answer pairs for a crowd-sourced knowledge
Increase Answer Relevancy
base
Reputation engine to reward customer participation and
Increase Customer Satisfaction
expertise
“
After an extensive search, RightNow
Robust moderation tools to help facilitate healthy conversation Improve Service Levels was the only provider to give us the
flexibility we needed to support all of
our different audiences.
”
Maintain a single view of customer interactions across
Increase Relevance of Interactions
channels, including Facebook Jan Poston Day,
Sr. Director, Blackboard
SmartSense technology to flag and queue potentially sensitive Improve Insights & Customer
or abusive post Satisfaction Rates
© 2012 Oracle Corporation – Proprietary and Confidential 19

20. Contact Center
• Oracle RightNow Dynamic Agent Desktop
• Oracle RightNow CX and Fusion Sales
• Oracle RightNow Scripting & Workflow
Oracle RightNow
• Oracle RightNow Add-Ins & Custom Objects
• Oracle RightNow Agent Desktop CTI Media Bar
Contact Center
• Oracle RightNow Multi- Channel Solution
• Oracle RightNow App Builder Connect
© 2012 Oracle Corporation – Proprietary and Confidential 20

21. Empower Agents To For Service Quality
Oracle RightNow Dynamic Agent Desktop
Drives retention with fast, accurate, and consistent information across
all channels. Your agent interactions are consolidated on a single agent
desktop with unified enterprise systems.
Capability Benefit
Centralized management of all customer interaction Improve Customer Satisfaction & increase
channels Resolution Rate across channels
“
Desktop Workflow automates business process for RightNow’s contextual
Increase Contact Volume workspaces help us train new
speed and accuracy
agents and improve agent
Agent Scripting ensures that customers experience productivity, enforcing consistent
Increase Customer Satisfaction
consistent interactions responses around the globe as
well as delivering personalized
Guided Assistance applies a repeatable and
Improve First Contact Resolution user experiences across brands.
”
predictable approach to complex issue resolution
Claudia Lowman
Contextual Workspaces fits the tool to the task Reduce Average Handle Time General Manager, RealNetworks
© 2012 Oracle Corporation – Proprietary and Confidential 21

22. Engage
• Oracle RightNow Analytics
• Oracle RightNow Outreach
• Oracle RightNow Customer
Feedback
Oracle RightNow Engage • Oracle RightNow Knowledge
© 2012 Oracle Corporation – Proprietary and Confidential 22

23. Resolve Inquires Faster
Oracle RightNow Knowledge Foundation
Reduce cost and effort. Resolve inquires faster, increasing Agent and
Customer productivity and satisfaction by presenting relevant and
consistent knowledge across all channels of interactions.
Capability Benefit
Patented AI technology suggests answers to customer’s
Improve Customer Effort Score
inquiries
“
Oracle RightNow is a powerful
Self-learning technology and social knowledge learning solution for capturing company
Lowers Administration &
captures collaborative interactions in the community and and product knowledge and
Maintenance Costs
keeps content ever-green
delivering it to customers when
Guided troubleshoot decision trees provide consistent and how they need it. As a result,
Improve First Contact Resolution
handling of complex customer issues we’ve been able to achieve high
levels of customer satisfaction
The KCS Verification from the Consortium for Service
Innovation enables additional advantages for knowledge Reduce Maintenance Costs
while keeping our contact center
costs under tight control.
”
workflow optimization
Roy van Keulen
Support 33 Languages and leverage additional translations GM of Support, TomTom
Reduce Development Costs
services through SDL Language Weaver
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24. © 2012 Oracle Corporation – Proprietary and Confidential 24