Oracle Service Cloud Announces New Releases

Oracle Service Cloud announces new releases for enhanced functionality in Web Customer Service, Contact Center including the Agent Browser User Interface, Knowledge Advanced, Policy Automation, and the Oracle Service Cloud Platform. Included in he release is a new Internet of Things (IoT) Accelerator, which provides a bi-directional integration with Oracle IoT Cloud.

The integration helps customers seamlessly interface with IoT technology so that service events and alerts received from smart devices can be consumed, as well as appropriate action taken by agents, within the Oracle Service Cloud desktop. Field Service seems to be an area where IoT can easily provide true use cases that can quickly garner ROI. It will be interesting to see how vendors incorporate IoT in the customer experience. The Internet of Things (IoT) accelerator will allow internet enabled devices connectivity to Oracle Service Cloud. Accelerators are a collection of sample code, sample workflows, and best practices, documentation, and design guidance to assist customers with seamless updates or integrations with Oracle Service Cloud.Oracle Service Cloud Releases

Oracle Service Cloud also provided a sneak preview of Live Chat. What is the capability really about? Sneak preview allows chat agents to see what a customer is typing before they hit submit. Sneak Preview is designed to enhance agent productivity and bring value to the contact center by decreasing handle times. By allowing the agent to see what the customer is typing ahead of time they can begin to formulate an answer faster, which results in faster responses, and faster conversations. And Live Chat is now a fully supported channel; contacts are automatically matched and the contact and chat workspaces are integrated.

In addition, the release includes analytics performance enhancements with caching for frequent reporting and better notifications for report authors. Modern gauges are added to create much more intuitive and modern reports, allowing users to interpret data quicker, as well as new rendering options, to remove unnecessary components in reports, crisper rendering of charts, and a new modern layout theme. In addition, there is a new dashboard concept—specifically designed for that 5-second-glance overview for busy customer service leaders.

These at-a-glance infolets are available out-of-the-box and contain a number of single metric charts with real-time key performance indicators like open incidents by severity, SLA, First Contact Resolution, new incidents by channel, and so forth. Contact Center Directors can also schedule and send the infolet dashboard by email to key stakeholders at regular intervals. This is key as the more senior stakeholders are more involved, the more they begin to realize the importance of customer experience and customer service to the overall health, stability and revenue generation capabilities of their company.

In addition, the the agent browser UI has gone through a significant performance enhancement to support high interactivity and now supports a much broader range of analytics capabilities. The agent browser user interface is now a single version, meaning it is compatible with versions of Oracle Service Cloud all the way back to May 2015 and upgrades will now happen with zero downtime.  The UI theme has been updated for consistency across all Oracle Cloud portfolio applications. Knowledge authors can now use the Agent Browser User Interface to author and edit knowledge articles with a new HTML editor with HTML5 support.

As the race to provide the best customer experience continues, brands must choose between more single point solutions vs large system platforms. It will be interesting to see the choices of brands and how the customer experience evolves to meet the brand promise.

@DrNatalie Petouhoff, VP and Principal Analyst, Covering Customer-Facing Applications that Drive Awesome Customer Experiences

www.constellationr.com

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Genesys & Interactive Intelligence Acquisition Is Complete

Genesys has completed the acquisition of Interactive Intelligence. Why acquire Interactive Intelligence? The idea is that the addition of Interactive Intelligence will enable Genesys to accelerate its mission of powering the best customer experiences in more industries and more countries – over any channel in the cloud and on premises. The acquisition also means that Genesys now has over 10,000 customers in more than 100 countries supporting over 25 billion customer interactions per year. Genesys will continue to offer support and invest in best-in-class solutions, including PureCloud®, Communications as a Service℠ (CaaS) and Customer Interaction Center™ (CIC), in addition to our core Genesys products.

In terms of how the company is run, Paul Segre will continue to serve as CEO, providing leadership that best supports the needs of customers, partners and employees. Genesys will maintain its headquarters in Daly City, as well as key offices in Indianapolis, Indiana and Durham, North Carolina.

This acquisition is one of many that are being seen in the customer service and customer experience world. It gives Genesys a larger customer base and integrates many of the features and functions Interactive Intelligence brought to the table. As customer experience becomes one of the most important differentiators in a brand’s overall experience, choosing the right vendor to deliver on complex customer service and customer experience interactions will be key. While there are vendors that are part of a larger marketing, sales and service suite, there are other vendors who remain focused on the customer service marketplace. Time will tell how organizations see the need to go with solutions that service part of an organization vs having the capability to connect to the back office as well as other lines of business.

Below is a snapshot of Genesys’s capabilities:

Overview of Genesys

@DrNatalie Petouhoff, VP and Principal Analyst, Constellation Research

www.constellationr.com

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Jacada Announces Private Equity Investment

Jacada Ltd. (OTCQB: JCDAF), a global provider of customer experience technology designed to simplify the interaction between businesses and their customers, announces that Israel Growth Partners (IGP), a Private Equity investment. Jacada’s visual IVR is a key asset to their capabilities has other digital transformation solutions aiming to reduce the cost to serve customers while driving a seamless customer journey. The visual IVR transforms the typical “press 1 for….” Press 2 for…” type of IVR and instead uses a touch interface. Companies looking toward digital transformation of the customer experience are using the visual IVR as a cornerstone of their digital transformation. This investment should be helpful in Jacada’s future growth.

Jacada Visual IVR@Drnatalie Petouhoff, VP and Principal Analyst, Covering Digital Customer Experience Transformation in Customer-facing Application

Constellationr.com

 

 

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Guest Post: Marketing To Individuals Online

For many companies who function predominantly online, face to face interactions with customers and clients seldom happen. Personal relationships are difficult to build when the individuals that your company targets are a demographic statistic rather a specific person with a smile and ambitions. So how can your company connect with individuals and form relationships that last when your business only has one brick and mortar store? Here’s a look at how your business can market to individuals and build the personal connections customers and clients crave.

iBeacons

iBeacons are a new technology that utilize a variant of Bluetooth technology called Bluetooth Low Energy or BLE. BLE lets your smartphone or other mobile device, like your Apple Watch Sport, communicate with other enabled devices over a short distance. It consumes considerably less battery than traditional Bluetooth, as its name implies. BLE uses are typically geared toward personalized advertisements. These are one-way transmissions from a beacon, like a computer that sends a message to a smartphone or other smart device.

What does this look like for a business? Let’s say a shopper strolls down the street, bag in hand. Suddenly their Apple Watch gives them a notification. The message you’ve set your iBeacon to communicate with mobile devices has appeared. For instance, if you have a vintage clothing boutique, you might program your message as, “Holiday sale, this weekend only, 20 percent off all items.” A moment later the potential customer walks into your shop and they already know why they want to enter your store.

Since most of your business is online, an iBeacon is a great way to make the physical interactions you have with customers count.

Online Communities

No matter what kind of business you have, your online presence is an essential part of your success. Build a community around your product or service with an online forum. A forum provides a communication hub for customers and clients. Many online forums serve community members in their search for knowledge when they trouble shoot a problem. Let the community you’ve created do part of the work for you in terms of customer support — and it’s a free work force. Of course, the most difficult part is getting this community started. Post exclusive information and materials on your forum, as this will make it an invaluable source of knowledge for your customers.

Personal Contact

This isn’t necessarily face to face, but you can certainly reach your target demographic in other ways. Increase your visibility with social media platforms like Twitter and Facebook. Ask your customer or client base how you can serve them better. Listen. When those you serve see positive change come about from the input they’ve given, they will spread the word of your service. Never underestimate the impact of word of mouth, even if it’s online.

When you take customer input into account and make changes in how your business functions, let people know. A newsletter is worth the effort and reaches an audience that is less connected via social media. Include deals, information, customer success stories and updates to your business model. If these updates were brought about by a certain customer, give them credit or even feature them in the newsletter. This shows the recipients of the email how much you value input from those you serve.

 

About the Author

Alex Clark-McGlenn is a graduate of the Northwest Institute of Literary Arts Writer’s Workshop. His fiction has been published in the Best New Writing 2016 anthology, The Cost of Paper, Smokebox.net, and others. In his spare time he enjoys cycling, soccer, and reading. He lives the Pacific Northwest.

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Video Advertising: Key to Getting Customers Attention As Ad Blocking is Increasing

Searches for Influencer Marketing have grown 5x in 2015 according to a study from Google Trends from January 2016. Nearly 40% of Millennials are using ad block applications and their use is growing fast according to a study by PageFair & Adobe. So how does a company get their target customer’s attention? And with content marketing a #1 priority for most CMOs as more and more sales are decided upon before even talking to a sales person. And sometimes a salesperson is never contacted, so getting the customer’s undivided attention has never been so important. Perhaps the answer is video marketing. Video consumption has exploded across all devices and is one of the fastest growing advertising category.

Adobe, a the leader in video content creation and delivery, announced it’s acquisition of TubeMogul which will enable brands to capitalize on the huge shift to online video. The acquisition of TubeMogul  strengthens Adobe’s leadership in digital marketing and advertising technology. The addition of TubeMogul will enable Adobe’s customers to maximize their video advertising investments across desktop, mobile, streaming devices and TV. TubeMogul’s video advertising platform. In addition, this allows their customers to build upon their capabilities in search, display and social advertising planning and delivery using Adobe Media Optimizer with Adobe Marketing Cloud. This combination will give customers access to first-party data and measurement capabilities from Adobe Audience Manager (Adobe’s data management platform) and by using Adobe Analytics.

Why is video advertising so important? Brad Rencher, executive vice president and general manager, digital marketing, Adobe gave this statement, “Whether it’s episodic TV, indie films or Hollywood blockbusters, video consumption is exploding across every device and brands are following those eyeballs.” Adobe feels the acquisition of TubeMogul, will give customers a ‘one-stop shop’ for video advertising, providing even more strategic value for the use of the Adobe Marketing Cloud.

TubeMogul is a video demand-side platform (DSP) leader. Brett Wilson, CEO and co-founder, TubeMogul said, “The combination of Adobe Marketing Cloud with TubeMogul’s software creates a uniquely comprehensive platform that will help marketers always know what’s working — and act on it.” And what’s key is measurement – to know what is working and not working, and obviously do more of what is getting a result.

There are so many choices for Marketers today, as far as software and it is only getting more confusing with all the choices. When a software company can show you how to get results, you know you are going in the right direction. Education and learning to use all the features and functions of what the various software platforms provide is of growing concern for most companies to obtain the highest ROI possible for the investment they have made.

It’s key that Marketers are clear on what their strategy, goals, objectives and tactics are and have a strong measurement program to be able to show that the software purchase enhanced the brands ability to drive more awareness, increase customer acquisition and turn more leads into sales. And with ad blocking increasing, there’s got to be another way to get customer’s attention. Video seems to be a prime candidate. This is just one example of how early adopters and innovators are taking hold of the market place and making their competition irrelevant. And like the BlueOcean authors said, that’s the key to financial success in today’s marketplace. Cross the chasm, join the digital transformation and digital disruption evolution or expect to be disrupted. Disrupt or be disrupted. Those are the choices to being innovative leaders and using design thinking to transform your business revenue model.

@DrNatalie, VP and Principal Analyst, www.ConstellationResearch.com

Covering Customer-facing Applications to Create Great Customer Experiences

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Congratulations to the Constellation Super Nova Award Winners in Customer Experience!

The reason we at Constellation Research created the SuperNova Awards is because we know advancing the adoption of disruptive technology is not easy. Technology adoption faces resistance from budget constraints, hurdles to adoption, and myopia. All the finalists here today have successfully implemented technologies that will lead their organizations into the future. These people have vision. These people are leaders. These people understand the value of disruptive technology. All of the SuperNova Award applications are on the Constellation website.

Today’s customer demands a personalized experience during every stage of the buying process. Customers demand to be treated like royalty before, during, and after purchase. Customers want this same level of service across social, mobile, and analog channelsFinalists in the Next Generation Customer Experience category understand today’s demanding customers. They have implemented technologies and programs to boost brand loyalty and customer engagement. The finalists for Next Generation Customer Experience:

  • Amihai Zeltzer from Stanley Healthcare
  • Martin Marcinczyk from Comcast
  • Murray Swartzberg from the ATP World Tour
  • Roshan Koonja from Constance Hotels and Resorts
  • Scott Strickland and Jim Flatt from Denon + Marantz Electronics.

And the winner of the SuperNova Award for Next Generation Customer Experience is…. Murray Swartzberg from the ATP World Tour! Murray and his team won the SuperNova Award for enhancing the tennis experience for fans and players.  The ATP partnered with Infosys to produce Game-Stats that are based on the real-time in-memory paradigm aligned with IIP Tooling & Apache Spark. The project revolutionized how tennis analysts and fans receive statistics about professional tennis players

Make sure to apply next year!

Congratulations to all the executives and their teams who are truly making a difference in creating great customer experiences.

@DrNatalie, VP and Principal Analyst, Constellation Research, Covering customer-facing applications that deliver excellent customer service and customer experience!

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Constellation ShortList™ for Field Service Management

Constellation has announced the Constellation ShortList vendors in Field Service Management which provides the best capabilities to help employees serve customers. Field customer service occurs when resources or services are deployed onsite at a client. Field service management software enables companies to be flexible and nimble when providing service. These offerings are great at detecting problems before having to send someone to repair or fix a customer’s issue. In the event they must send someone, they can communicate in real-time with customers, provide on-site information about products and repair issues while offering relevant and timely service.

These offerings help companies improve their operational efficiencies by optimizing work-order routing and technician scheduling, which results in quicker resolution of issues. Analytics used in field services often optimize when services are deployed and how assets are tied to deployment of resources. They have advanced scheduling systems that let the customer know when the technician or field-service employee will arrive within a reasonable window of time. Helping provide an excellent customer experience is the most important aspect of field service management solutions.

The Constellation ShortList presents vendors in different categories of the market relevant to early adopters. In addition, products included in this document meet the threshold criteria for this category as determined by Constellation Research.  This Constellation ShortList of vendors for a market category is compiled through conversations with early adopter clients, independent analysis, and briefings with vendors and partners.

Constellation considers the following criteria for these solutions:

  • Good diagnostics prior to rolling out the truck
  • Resource management
  • Case management
  • Communication with the customer on the status of the technician’s arrival
  • Scheduling
  • Resource allocation
  • Inventory optimization
  • Mobile enablement.

Constellation evaluates over 25 solutions categorized in this market. This Constellation ShortList is determined by client inquiries, partner conversations, vendor selection projects, market share and internal research. These are the best-of-breed vendors that provide applications and services without bundling into another platform:

  • IFS
  • Oracle Field Service Cloud (formerly TOA Technologies)
  •  ServiceMax
  • ClickSoftware
  • PTC
  • SAP
  • Vertical Solutions.

For more information on the short lists, please see the Constellation Research site.

@Drnatalie Petouhoff, VP and Principal Analyst, Constellation Research, Covering Customer-Facing Applications

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Constellation ShortList™ Customer Service and Contact Center Software

Constellation Research is launching a new program, and I’m happy to share that the vendors that have been listed on the Constellation ShortList™ for Customer Service and Contact Center Software. The program offers buyers of technology a list of offerings to consider in their pursuit of digital transformation to provide the best capabilities to drive leading customer service.

The Constellation ShortList presents vendors in different categories of the market relevant to early adopters. In addition, products included in this document meet the threshold criteria for this category as determined by Constellation Research. This Constellation ShortList of vendors for a market category is compiled through conversations with early adopter clients, independent analysis, and briefings with vendors and partners.

Customer service and contact center software helps solve customer challenges faster by offering the right tools and support, regardless of channel or device (e.g., phone, tablet, email, chat, text, website, Facebook, other social networks). These offerings can effectively manage inbound communication for increased first-contact resolution, in addition to providing co-browse capabilities to allow visual communication for quicker query resolution. Additionally, they can support the reduction of cart abandonment and increase customer satisfaction with in-cart assistance. This type of software provides personalized care through the use of analytics, offering insight into customers’ behaviors for relevant, contextualized service that can predict future needs. Companies can identify new opportunities by integrating these customer insights into their companies’ innovation processes.

The software also creates seamless, online experiences with a knowledge base that learns from every interaction, enabling them to match content to consumer intent, which results in higher conversion rates. The top solutions also provide smart customer self-service, allowing customers to help themselves by fostering peer-to-peer support communities and eliminating the need to reach out to the contact center.

Constellation considers the following key criteria for these solutions: Self-service capabilities, case management, natural language processing for knowledge management and search, omni-channel and device customer journeys, mobile customer service and self service, queuing and routing, workforce optimization, predictive and prescriptive rules and advice, next-best action, natural scripting, customer feedback collection capabilities, IVR, visual IVR, inventory optimization, mobile enablement, social and digital engagement simplified user design (UX/UI), reporting and customer analytics, integration to IoT (Internet of Things) platforms and devices, data dashboard and data visualization.

Each Constellation ShortList evaluation will be updated every 90 days as needed. Constellation clients may work with the analyst and research team to conduct a more thorough discussion of this ShortList. Constellation can also provide guidance in vendor selection and contract negotiation.

The ShortList is determined by client inquiries, partner conversations, customer references, vendor selection projects, market share and internal research. The Shortlist includes:

  • Aspect
  • Avaya
  • Cisco
  • Genesys
  • inContact
  • Interactive Intelligence
  • Oracle
  • Salesforce
  • Verint.

For more information about the ShortList, please visit the Constellation Research site.

@DrNatalie Petouhoff, VP and Principal Analyst, Constellation Research, Covering Customer Facing Applications.

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Constellation ShortList™ for Customer Experience (CX) Services: Global

The Customer Experience (CX) Services Global List acknowledges leaders in driving customer experience excellence in organizations. The Constellation ShortList presents vendors in different categories of the market relevant to early adopters. In addition, products included in this document meet the threshold criteria for this category as determined by Constellation Research.

This Constellation ShortList of vendors for a market category is compiled through conversations with early adopter clients, independent analysis, and briefings with vendors and partners. A systems integrator (SI) or customer experience (CX) service provider brings together solutions into an overall customer experience hub. They work with all functional departments, such as marketing, sales, customer service, supply chain, e-commerce, IT, digital performance management (DPM) and back-office systems.

With SaaS solutions, the SI’s role is changing to focus on strategy, tactics and choosing technology. Customer experience SIs guide brands’ CX journeys on all channels (e.g., email, chat, text, websites, phone, social networks) and devices (e.g., phones, tablets, desktops), and optimize each to make the experience flawless. With options to order on a website and pick up in a store or ship to an address, front-end experiences need to be great, along with top-notch supply chain/ERP so inventory is current. In addition to customer journey mapping and choosing omni-channel technology, they focus on DPM to ensure websites load quickly and shopping carts don’t get hung up or abandoned, while mitigating lost revenue.

CX SIs have a set of best practices, strategy design, optimal delivery, and testing methodology to guide clients to obtain an optimal CX from a customer’s point-of-view. These firms often perform a gap analysis (comparing the current and future state of the customer experience to find gaps). SIs use gaps to create a long- and short-term road map, emphasizing low-hanging fruit and large ROI. SIs often incorporate organizational change management.

Constellation considers the following criteria for these solutions:

  • Best practices methodology
  • An assessment tool
  • Create strategy and technology roadmap
  • Customer references
  • Differentiated IP
  • Customer success management
  • Operating in three continents.

Constellation evaluates over 100 solutions categorized in this market. This Constellation ShortList is determined by client inquiries, partner conversations, customer references, vendor selection projects, market share, and internal research. Enterprise Service Providers / System Integrators / Management Consultants include:

  • Accenture
  • Bain
  • Boston Consulting Group
  • Capgemini
  • Deloitte
  • Ernst & Young
  • IBM Global Business Services
  • Infosys
  • McKinsey
  • SapientNitro
  • Wipro.

For more information about this short list, please see the Constellation Research website.

@DrNatalie Petouhoff, VP and Principal Analyst, Covering Customer-facing Applications

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