© 2014 wipro ltd | | confidential 1 vijayeswar malladi wipro @ oracle open world 2014 domain head,...
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© 2014 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL1
Vijayeswar Malladi
Wipro @ Oracle Open World 2014
Domain Head, Oracle CX Solutions
© 2014 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL2
Business Customers
CHALLENGESAHEAD
© 2014 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL3
CX Business Challenges
Extensibility of Platforms
Social Data
Actionable Insights on
Customer Data
Connected Strategies
• Inconsistent Interaction between Channels
• Multiple Channels, Multiple Resolutions• No Unified View of Customer Interactions
• Customer Preferences• Analytical data of Customer History & Interactions• Understanding the Nature of Customer Complaints
• Manual monitoring of Social Sites• Leverage Social Data to drive Revenues and
Profits
• Lack of Scalability• High TCO• Lack of Accessibility and Flexibility
Customer Challenges
© 2014 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL4
“ What our
CUSTOMERS
really want?”
© 2014 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL5
Customers Need
Preferences and Expectations
Reporting &
Customer Insights
Omni-channelexperience
Knowledge Base
Integration
Workforce Scheduling & Appointment
Touch points Used
Analytics
Self Serve Capabilities
Up-sell & Cross-sell
capabilities
Approach to Customer Experience
Beg
inn
erDeliver A Superior Service ExperienceVISION
ENGAGE AND EDUCATE
Education
Siloed Channels
Engage/Educate on Customer
Journey
“Start Small” One Block at a
Time
Conduct a Pilot
EMPOWER
Enable Knowledge
Management
Cross Channel Integration
Ex: Web Chat
Empower Your Field Service
Power Up Social Capabilities
Expand the Footprint
REVIEW & OPTIMIZE
Optimize Channel Mix
Measure Agent Performance
Measure CX Index
CUSTOMER TURNS
INTO BRAND
AMBASSADORS
Complete Empowerment
BRANDDETRACTOR
BRAND ADVOCATE
Exp
ert
Lea
der
© 2014 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL7
Best Practices toEnsure A Great Customer Experience
© 2014 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL8
Listen To Your
Customer
Review & Optimize Channels
Empower Your Workforce
Integrate the Back Office
Provide Actionable DataTo
Manager & Senior Executives
Measure Your Agents On
Well-DefinedKPIs
Best Practices
GreatCustomer
Experience
© 2014 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL9
For a Leading Diagnostic Lab in the APAC Region
For a leading Diagnostic Labs in APAC region
Using
Social Integration
Web Chat
Contact Centre Solution
Analytics
Web Self Service
Bus
ines
s B
enef
its
First Contact Resolution Rates
E Mail Handling Time
Back Office Coordination Time
Improvement in First Contact Resolution Rates (FCRR)
Reduction in E Mail Response Time
Reduction in Back Office Coordination Time
20%
50%
25%
© 2014 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL10
Vijayeswar Malladi
Thank You
Domain Head, Oracle CX Solutions
© 2014 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL11
Satish Chowdary
Wipro @ Oracle Open World 2014
CRM Solution Architect
© 2014 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL12
Accelerate Your Business Process
With Our
© 2014 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL13
Our Accelerators and Tools
Connect CTI
Best of Both Worlds
Agent Performance
Index
Workforce Scheduler
1
2
3
4
CTI Integration Framework for Oracle Service Cloud
Eliminates the need for 3rd party CTI plug-in
Auto In functionality to reduce customer wait times
Integrated Portfolio with On Premise Applications
Siebel Customers Enabled for Cross Channel Customer Experience
ERP Integration with Oracle EBS
Calendar functionality for field service
Improves back office coordination
Helps track and manage field service appointments
Customized Agent Scorecard with skill based metrics
Tightly coupled with Incident management module
Detailed Agent performance analytics
© 2014 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL14
Wipro Value Proposition
• Single Sign On (SS0)
• Customized Analytics
• Communities
• CTI Reporting Capabilities
• Integration with Customer Database & Dynamic “URL” Integration
• Case Management – Plug in
• Enable Connect CTI Accelerator
• Customer Portal
• Knowledge Management for External Users/Customers
• Broadcast Mails and Campaigns
• Outreach Capabilities like “SMS” Integration
• Agent Performance Index
• Agent Productivity Tools like Guided Assistance and Agent Scripting
• Case Management – Plug in
• Social Integration
• Outreach Capabilities with Basic Feedback and Surveys
• Knowledge Management for Internal Users
• Transactional Reporting and Analytics
30
6090Implementation Schema
© 2014 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL15
For a Leading Airline Carrier in the APAC Region
For a Leading Airline Carrier in the APAC Region
Augmented Alternate Channels of Communication
Voice Based Agent Support
Web Chat
using
Bus
ines
s B
enef
its
Percentage of calls routed through Chat
0%Before
28%After
© 2014 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL16
100% Automatic Allocation of E Mails
For a Leading Water Utility Organization in UK Modernized their
E Mail Management
System
`
E Mail Management System
Bus
ines
s B
enef
its
For a Leading Water Utility Organization in UK
100% Automatic allocation of E Mails
E Mail Response Time
100% Access Control of Email based on Profiles
Automatic allocation of E Mails
Reduction in E Mail Response Time
Access Control of E Mail based on Profiles
25%
Automatic Sorting of E Mail Improved Automatic Sorting of E Mails35%
© 2014 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL17
Satish Chowdary
Thank You
CRM Solution Architect