1. © 2014 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL 1 Vijayeswar Malladi Wipro @ Oracle Open World 2014 Domain Head, Oracle CX Solutions

2. © 2014 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL 2 Business Customers CHALLENGES AHEAD CHALLENGES AHEAD

3. © 2014 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL 3 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

4. © 2014 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL 4 “ What our CUSTOMERS really want?”

5. © 2014 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL 5 Customers Need Preferences and Expectations Reporting & Customer Insights Omni-channel experience Knowledge Base Integration Workforce Scheduling & Appointment Touch points Used Analytics Self Serve Capabilities Up-sell & Cross-sell capabilities

6. Approach to Customer Experience Beginner Deliver A Superior Service Experience VISION 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 REVIEW & OPTIMIZE Optimize Channel Mix Measure Agent Performance Measure CX Index CUSTOMER TURNS INTO BRAND AMBASSADORS Complete Empowerment BRAND DETRACTOR BRAND ADVOCATE Expert Leader

7. © 2014 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL 7 Best Practices to Ensure A Great Customer Experience Best Practices to Ensure A Great Customer Experience

8. © 2014 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL 8 Listen To Your Customer Listen To Your Customer Review & Optimize Channels Empower Your Workforce Integrate the Back Office Provide Actionable Data To Manager & Senior Executives Measure Your Agents On Well-Defined KPIs Best Practices Great Customer Experience Great Customer Experience

9. © 2014 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL 9 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 Business Benefits First Contact Resolution Rates E Mail Handling Time Back Office Coordination Time Improvement in First Contact Resolution Rates (FCRR) Improvement in First Contact Resolution Rates (FCRR) Reduction in E Mail Response Time Reduction in E Mail Response Time Reduction in Back Office Coordination Time Reduction in Back Office Coordination Time 20% 50% 25%

10. © 2014 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL 10 Vijayeswar Malladi vijayeswar.malladi@wipro.com Thank You Domain Head, Oracle CX Solutions

11. © 2014 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL 11 Satish Chowdary Wipro @ Oracle Open World 2014 CRM Solution Architect

12. © 2014 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL 12 Accelerate Your Business Process With Our

13. © 2014 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL 13 Our Accelerators and Tools Connect CTI Best of Both Worlds Agent Performance Index Workforce Scheduler 1 1 2 2 3 3 4 4  CTI Integration Framework for Oracle Service Cloud  Eliminates the need for 3 rd 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

14. © 2014 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL 14 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 60 90 Implementation Schema

15. © 2014 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL 15 For a Leading Airline Carrier in the APAC Region Augmented Alternate Channels of Communication Voice Based Agent Support Web Chat using Business Benefits Percentage of calls routed through Chat 0% Before 0% Before 28% After 28% After

16. © 2014 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL 16 100% Automatic Allocation of E Mails For a Leading Water Utility Organization in UK Modernized their E Mail Management System Modernized their E Mail Management System ` ` Business Benefits 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 Mails 35%

17. © 2014 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL 17 Satish Chowdary satish.chowdary@wipro.com Thank You CRM Solution Architect