Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 1 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 16 Client Success Specialist Josh Dodge Proactive Engagement in the Cloud Pro-active Online Service

Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 2 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 2 Safe Harbor Statement The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 3 Agenda  Why Proactive Engagement?  Common Proactive Rules  Why Oracle Engagement Engine?  Customer ROI  Q/A Discussion

Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 4 Why Proactive Engagement?

Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 5 Expectations And Demands Are Rising More AccessMore Options ISSUESBEHAVIORS

Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 6 Service Matters More than Price Base: US online consumers Source: Forrester’s North American Technographics Q Customer Experience Online Survey

Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 7 Source: Creating Channel Harmony Versus Channel Conflict Consumers Prefer Voice & Chat Channels

Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 8 Customer Engagement is a Balancing act “85% of business leaders say that their organization is placing an increased importance on customer service….. 1 Potential revenue loss for not offering a positive, consistent, customer experience is 20% of their annual revenue, or $400M for a $2B firm 2 Customer Churn - 89% of customers say they’ve switched brands because of a poor customer experience. 2 … a majority of these same organization are looking to increase customer satisfaction with a limited or no increase in cost.” 1 Top 3 Priorities: o Improve Cross Channel Ex o Improve Online Support Ex o Improve Online Purchase Ex “Good service is hard to deliver …the contact center technology ecosystem has grown more complex” 3 3. Navigate the Future of Customer Service, Forrester Research, Kate Leggitt, Jan Aberdeen Group CSO Summit report Oracle Survey: Global Insights on Succeeding in the Customer Experience Era 2013

Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 9 Reality Check: Channels Average Cost  Conversion Rates  Product Complexity  First Contact Resolution

Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide Common Proactive Rules Capturing the low hanging fruit!

Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide  Invite after timeout on the page Priceline

Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide Chico’s  Timeout on Page  Detect wrong coupon or gift card number

Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide  Adapts engagement to error codes Allstate

Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide  Engage with customers leaving the cart Sony

Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide Why Oracle Engagement Engine?

Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide Oracle Engagement Engine Engagement Engine History Increases Acquisition Retention Efficiency  The Engagement Engine is based on more than 10 years of expertise in rules-based deployments, use case validation and product evolution through Oracle service and sales solutions.

Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide Easy to Deploy Example of JavaScript to be placed on any web page. window.ATGSvcs = {'eeid': Account Id}; window.ATGSvcs = {'eeid': Account Id};

Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide Easy to Configure

Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide Oracle Engagement Engine On Demand Apply complex logic to customer engagement on the website through a simple interface

Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide Oracle Engagement Engine Drives All Channels Web Engagement Engine leveraging Recommendations Engine Click to Chat Click to Chat Click to Call Click to Call Virtual Assistant Virtual Assistant Engagement Engine Tag Knowledge Surveys Custom & Third Party Engagements

Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide Oracle Engagement Engine Added Benefits Integrate any custom JS and web analytics to the events driven by the engine

Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide Customer ROI Highlights

Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide Retail 45% increase in AOV for Internet customers with Click to Chat 3X conversion rates for Click to Chat users 20-40% conversion rate for Click to Chat sessions 20-30% increase in AOV for checkouts after a Click to Chat 58% of online customers use Click to Chat before ordering a product

Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide Telecommunications Providers 10%+ increase in online revenues with Click to Call Reduced customer attrition Generates over 250,000 chats per month and successfully reduced phone use Realized substantial cost savings thanks to global deployment via TeleTech and Convergys Chat agents handle more than 3 simultaneous chats Average customer wait time less than 17 seconds CustomerOracle Benefits

Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide Travel & Leisures Achieved 30% Conversion Rates on Click to Call interactions, double the conversion rate on calls Over 25% of users said the service “saved” them from clicking to competitor Drove 50X net revenue in additional reservations when compared to the cost of the service 80% of calls initiated with Click to Call converted into reservations 18% reduction in Web site abandonment 45% of customers who used click to call converted versus 25% on their normal 800# calls. Extensive AB Testing demonstrated that Click to Call did not cannibalize sales and represented incremental revenue uplift. CustomerOracle Benefits

Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide Financial Services 18% increase in call volumes for cross-sell and up-sell opportunities 25.1% lift in conversion as a result of Click to Call 41.2 % increase in average order size 37% reduction in abandonment 17% reduction in average handling times thanks to cross Live Context (cross channel data passing) 82% of live help users claimed Live Help made it easier for them to get help, information or customer service compared with other contact options ( , telephone #) CustomerOracle Benefits

Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide Insurance 30% increase in inbound prospect inquiries with Click to Call 25% reduction in abandonment for Click to Call users 37% conversion rate increase for Live Help users 41% conversion rate for Click to Call users 28% conversion rate for Click to Chat users 25% conversion rate on Click to Call sessions CustomerOracle Benefits

Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide Q/A and Discussion

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