Oracle RightNow - Nextgen Distribution

Quick Reference Card:
Oracle RightNow
Product Portfolio
RightNow Product Line
Oracle RightNow Web Experience
Oracle RightNow Web Experience provides a rich online
customer experience solution so consumers can research,
purchase, or resolve issues from any device.
Oracle RightNow Intent Guide Cloud Service
Oracle RightNow Web Self Service Cloud Service
Oracle RightNow Mobile Cloud Service
Oracle RightNow Chat Cloud Service
Oracle RightNow Cobrowse Cloud Service
Oracle RightNow Email Management Cloud Service
Elevator Pitch
Web, Social, and Contact Center
Experience
To thrive in today's customer empowered
environment, brands need to deliver the best
customer experiences when, where, and how
customers want it. Oracle Cloud Customer
Experience Services combine Web, Social,
and Contact Center experiences for a unified,
cross-channel service solution -- increasing
sales, adoption, and customer trust.
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Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Trends Impacting Service Automation
Economic conditions make it harder for businesses
to win new customers and increase the necessity of
converting prospects and retaining new business.
1. Increased consumer technological
sophistication such as with increased use of
mobile, chat and social channels increases the
need for businesses to provide seamlessly.
integrated multichannel customer experiences.
2. Increased competition and consumer
sophistication are driving the need for vastly
improved customer experience.
3. Fast paced technological evolution is making it
increasingly impractical to invest in largely
inflexible and costly on-premise software
solutions.
RightNow Social Experience
Oracle RightNow Social Experience enables brands to
manage social interactions as a fully integrated part of the
customer experience.
Oracle RightNow Support Community Cloud Service
High Level Questions
Oracle RightNow Innovation Community Cloud Service
Oracle RightNow Social Monitor Cloud Service
VP/Director of Contact Center
Oracle RightNow Self Service for Facebook Cloud Service
• What is the philosophy towards Customer
Experience and Contact centers today? What
RightNow Contact Center Experience
are the plans for the future?
Oracle RightNow Contact Center Experience delivers end-to• How do you plan on creating greater efficiency or
end management of the customer journey.
reducing service costs?
Oracle RightNow Dynamic Agent Desktop Cloud Service
• Do you outsource all or a portion of your
customer functions? How will this change in the
RightNow Engage
future?
Oracle RightNow Engage delivers proactive, highly
CMO/VP of Marketing
personalized communications while providing brands with
• How do your customers ‘feel’ or experience your
real-time insights to build loyalty and drive revenue.
brand during interactions? How would you like to
Oracle RightNow Feedback Cloud Service
change this in the future?
Oracle RightNow Outreach Cloud Service
• What are your strategies for increasing
Oracle RightNow Analytics Cloud Service
purchasing frequency of existing customers?
Oracle RightNow Knowledge Cloud Service
• Are your loyalty programs growing?
• What is the primary means / channel for
Oracle RightNow Service Experience Platform
acquiring new customers?
Purpose built Cloud-based platform to deliver great customer
experiences across all channels of interaction.
Oracle RightNow Service Experience Platform
Quick Reference Card:
Oracle RightNow
Target Buyer Profile
Customer References / Videos
Compared to Salesforce.com
VP/Director of Contact Center
Focus on working with the VP and/or
Director of the Contact Centre since they are
key to the decision making process.
CMO/VP of Marketing
They will be involved since they focus on
the new client acquisition process.
Target Buyer Challenges and Benefits
Service Management/ Marketing Executives
•
•
•
•
Lowering costs and increasing revenue with
fewer resources.
Managing the customer experience (CX) is
increasingly complex.
Finding innovative ways to drive brand loyalty
Improve service quality as customer service
plays a greater role in final purchase
decision.
Benefits
• Consistency and persistence of experience
across all channels and devices
• Nurture loyalty with every conversation, drive
brand loyalty, and improve service quality.
• Create opportunities during each
personalized interaction, raise conversion
rates, and increase order value.
• Help retain loyal customers and gain
additional sales through personalized
recommendations.
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Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Competitive Differentiators
Garmin
• Enabled customers find more than 40% of
inquiry answers through Web self-service
Match.com
• Increased Customer Satisfaction (CSAT)
scores by 33% for email support and by 15%
for Interactive Voice Response (IVR) support.
• Saved $780,000 per year due to the success
of online self-help.
Travelocity
• 90% first-contact resolution rate for emails
• 4,000+ answers in global knowledge base
• 10% deflection on webform originating emails
CX Value Proposition
CX Value Equation = Acquisition + Retention
+ Efficiency
Acquisition: Drive sales and adoption by:
• Increase Conversion Rate
• Generate More Opportunities
• Increase Average Order Value
Retention: Build trust and strengthen
relationships
• Improve Service Quality and
Reliability
• Improve Multi-Channel Support
• Drive Loyalty and Advocacy
Efficiency:
•
Decrease Cost of Operations
• Increase Agent Productivity
• Improve Self-Service
RightNow:
• Well suited for B2C
• Holistic approach to customer experience - supports web-self services, assisted service, social
channels and contact centers.
• Best practices and expertise embedded in the
RightNow solutions and support
Salesforce.com:
• Suitable for B1B Salesforce Automation (SFA),
lacks experience in B2C
• Lacks experience in B2C CX market
• Emphasizes tools to address all enterprise needs
rather than providing expertise and best practices
Contacts
Oracle Partner Business Center
Web: oracle.com/partners
Email: partnerbusinesscenter-nas_ww@oracle.com
Phone: 1.800.323.7355
Find Out More
• Oracle RightNow Cloud Service on Oracle.com
• Oracle RightNow Cloud Service datasheets, videos,
podcasts, briefs, seminars and whitepapers
Resource Library