Oracle Service Cloud LiveLOOK CoBrowse Michelle Brusyo Senior Product Manager September 30, 2014...

Oracle Service CloudLiveLOOK CoBrowse

• Michelle Brusyo• Senior Product Manager

• September 30, 2014

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |

Safe Harbor StatementThe 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.


AgendaThe Business Case for Cobrowsing with Customers

How Cobrowse Technology Has Evolved

The Oracle Cobrowse Advantage

Deep Dive: Customer Privacy & Security

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Cobrowse in Action

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Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 5

What is Cobrowse Technology?• Being on the “same page”• Visual sharing• Collaboration



Online Support for Complex Questions/Problems

• Filling in online forms or applications

• Utilizing complicated or sensitive self-service tools (online bill pay, claims submission tools, etc.)

• Finding and understanding online resources

• Setting up new accounts or self-service portals

• Troubleshooting error messages or access problems

• Understanding web or application features or functionalities

• Transitioning customers to a new technology platform

• Collaborating around online information, such as bills, contracts, payment histories, etc.


Customer Engagement for Increased Profitability

• Proactive engagement with website visitors to help convert to customers

• Natural opportunities to up-sell and cross-sell engaged shoppers/customers

• Collaboration around price comparisons, proposals, or other pre-sales documentation

• Improved data accuracy on complex applications and form submissions

• Creating a differentiated online shopping experience that’s similar to in-store


Cobrowse Technology E+R+A

EFFICIENCY (LOWER EFFORT)

RETENTION (STRENGTHEN RELATIONSHIPS)

ACQUISITION (INCREASE REVENUE)


Increase First Call Resolution• Improve accuracy of support by seeing exactly:–What the customer is seeing–What steps he is taking–What errors he is getting and what he’s doing that

triggers the error

• Ensure complete resolution by solving the issue together with your customer



Reduce Handling Time• Shave off all the time spent articulating what is on

the screen, what the customer did previously, what the customer should do next, etc. • Understand issues faster• Offer accurate assistance faster• Solve language barrier challenges• Help customers of all technical aptitudes



Drive Self-Service Usage• Beneficial when:– Launching new tools– Updating existing tools– Specific customer segments having trouble with self-

service tools–White-glove service necessary for top tier customers

who want more help to access tools



Increase Customer Satisfaction• Cobrowse is proven to enhance the customer

service experience• Customers appreciate being helped quickly,

efficiently, and having their issue resolved completely the first time they call or chat



Improve Agent Satisfaction• Reduce frustration inherent in articulation of

issues• Consistent visibility into the customer experience

on any device• Agents appreciate being given tools to be more

efficient and productive



Gain Customer Loyalty• Co-browsing creates a differentiated experience• Many of our customers report that their own

customers ask to co-browse when they contact an agent• Customers know they can get help quickly and

easily



Assist With Process Improvements• Maintain real-time visibility into the customer

experience• Take screen shots of issues for knowledge base,

training, or bug fixes• Invaluable tool for the customer-centric

organization



Increase eCommerce Sales• Agents actively engaged in a co-shopping session

can be well-trained to:– Up-sell– Cross-sell – Encourage opt-in for future sales opportunities (join

mailing list, Like on Facebook, etc.)



Prevent Site Abandonment• Proactive invitations to “shop together” drive

customer engagement– Actively engaged customers convert better– Agents maintain ability to make offers or provide help to

drive closed sales






Cobrowse in Action

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The Evolution of Co-Browse Technology• Simple • Fast • Secure • Universal


The Evolution of Co-Browse Technology

Screen Sharing LiveLOOK Advanced HTML5 Oracle CoBrowse

NOT SimpleNOT FastNOT SecureNOT Universal

SimplerFasterSecureNOT Universal

SimpleFastSecureNOT Universal

SimpleFastSecure Universal


Why Cobrowse is a Must-Have Today













Cobrowse in Action

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• Cycles through a series of technologies to launch

• Ensures best-case success rate

•Will not trigger malware warnings

Does Not Require Executable, Java or Plug-insSimple FastSecureUniversal



• Supports best-practice approach to launch button placement

• Easy-to-customize UI with helpful customer messaging

• 6-digit numeric session codes formatted for easy reading/communicating

One-Click LaunchSimple FastSecureUniversal



• Launches first in HTML mode for <10 connection times

• No downloads, executables or plug-ins to slow down the process

• Best practice launch point placements ensure cobrowse buttons are easy to find

Instant ConnectionSimple Fast SecureUniversal



• Block or allow any combination of:–Web domains–Web pages–Desktop applications– Form fields

• Agent control options:–View only–View plus point with labeled pointer–View plus control customer’s pointer–Mouse + keyboard control

Total Control Over What Agents Can See and Do Simple Fast Secure Universal



•Web domains (corporate, partner, third-party)

•Web pages / page ranges (corporate, partner, third-party)

• Desktop applications (e.g., PDF reader, browser settings, etc.)

Cobrowse Any Specifically Chosen Digital ContentSimple Fast Secure Universal

+ + +



•Will not lose synchronization when cobrowsing Flash, Silverlight, pop-ups, etc.

• TrueView feature adjusts agent view to account for differences in browser sizing and settings

Works With Any Rich Media ContentSimple Fast Secure Universal



•Works on all popular operating systems

•Works on all popular web browsers

•Works on mobile devices and tablets using mobile browsers

• Can be added to a native iOS or Android application

Compatible With All Customer/Agent EnvironmentsSimple Fast Secure Universal


ORACLECOMMERCE CLOUD

ORACLESALES CLOUD

ORACLEMARKETING CLOUD

ORACLESERVICE CLOUD

ORACLESOCIAL CLOUD

Cross Channel Contact Center

Knowledge Management

Web Customer Service

PolicyAutomation

Service Cloud Platform

Field ServiceEngagement

The Oracle CX Portfolio: Oracle Service Cloud


ORACLECOMMERCE CLOUD

ORACLESALES CLOUD

ORACLEMARKETING CLOUD

ORACLESERVICE CLOUD

ORACLESOCIAL CLOUD

Service Cloud Platform

• Web Self Service• Social Self Service• Email Support• Live Chat/Cobrowse• Virtual Assistant• Smart Engagement

• Experience Management• Extensibility & Integration• Hosting & Operations

• Case Management• Guided Resolution• Customer Engagement• Social Contact Center• Agent Mobility• Unified Agent Desktop

• Dynamic Interviews• Compliance Management• Rule Modeling• Policy Lifecycle • Policy Analytics• Policy APIs

• Content Authoring• Semantic Search• Guided Knowledge• Knowledge Analytics• Integrated Apps• Knowledge APIs

Cross Channel Contact Center

Knowledge Management

Web Customer Service

PolicyAutomation

Field ServiceEngagement

• Dispatch & Monitoring• Mobility Access• Team Collaboration • Capacity Management• Workforce Routing• Customer Connection

The Oracle CX Portfolio: Oracle Service Cloud





Cobrowse In Action

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Health Insurance Example

Co-Browse ID Number displays, with instructions for customer


Health Insurance Example

Agent enters code to connect

Connection is Established


Standalone Cobrowse Agent Console


Live Demos of Standalone Cobrowse in CX Central Pod 6Oracle Service Cloud: Personalize Experiences with Engagement Engine, Virtual Assistant, Co-browsing

How can you personalize your engagement with customers on the web? Or make sure you connect your customers to the best agent? Oracle's engagement engine, virtual assistant, real-time decisions, and LiveLook co-browsing functionality deliver personalized, proactive customer engagement that help drive revenue, improve self-service rates, and create great customer experiences. This demo showcases these technologies as well as experience routing, illuminating how chats can be routed to the best-skilled agents with a minimum of configuration.





Cobrowse In Action

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Wednesday, October 1, 2014Oracle Service Cloud Track Sessions

Session Time Room ID

General Session: Oracle Applications—Don’t Sit on the SidelinesThomas Grimes, CIO, Global ERP, General ElectricMichelle Lapierre, Sr Dir, Customer Experience + Social Media, Marriott IntlLuci Love, Head of HR Shared Services, BG GroupRalph van Dijk, Chief Market Officer, Atradius Collections N.V.Steve Miranda, Executive Vice President, Oracle

8:30 AM - 9:30 AM

Moscone West - 2008

GEN7778

Modern Customer Service Advisory PanelKendall Nygard, Vice President, Service Experience Team, Ameriprise Financial IncAndy Yasutake, Director, Linkedin CorporationAlex Marxer, President, ResortCom International LlcMichelle Brusyo, Sr. Product Manager, Oracle

10:15 AM - 11:00 AM

Moscone West - 3001

CON8916

Oracle Service Cloud RoadmapChristopher Patterson, Sr. Dir. Service Cloud Product Management, Oracle

10:15 AM - 11:00 AM

Moscone West - 3001A

CON8921

Transformation of Employee Support at OracleMichael Mcparland, Vice President, Incident & Request Management, Oracle

11:30 AM - 12:15 PM

Moscone West - 2000

CON9480


Wednesday, October 1, 2014 (continued)Oracle Service Cloud Track Sessions


Extending Knowledge Management to Empower the FieldKyle Martin, Knowledge Management Leader, Ingersoll RandManish Nashine, IT Director, Ingersoll RandMelinda Uhland, Director, Product Management, Oracle

11:30 AM - 12:15 PM

Moscone West - 3001

CON8946

Oracle Service Cloud for Oracle E-Business SuiteJulia Neary, Customer Experience Manager, Pella CorporationJustin Anderson, Senior Director, Product Management, Oracle

11:30 AM - 12:15 PM


CON8927

Web Customer Service on the Bleeding Edge (of a Sword) at Zenimax OnlineBoyd BeasleyDavid Fulton, Director of Product Management, Oracle

12:45 PM - 1:30 PM

Moscone West - 3001

CON8914

Oracle Service Cloud for Siebel ServiceScott Uptain, Executive Manager, Global Business Systems, Intergraph CorporationRhianna Albert, Director, CX Solutions Consulting, eVerge Group, LLCChristopher Patterson, Sr. Dir. Service Cloud Product Management, Oracle

12:45 PM - 1:30 PM


CON8917




Achieving Excellence in Customer ServiceJohn Green, Client Relationship Manager, IDP EducationRaleigh Burgess, CEO, BlueLeap LLCStephen Fioretti, VP, Product Management, Oracle Service Cloud, Oracle

2:00 PM - 2:45 PM

Moscone West - 3001

CON8925

Best Practices in Knowledge Management John Green, Client Relationship Manager, IDP EducationRaleigh Burgess, CEO, BlueLeap LLCStephen Fioretti, VP, Product Management, Oracle Service Cloud, Oracle

2:00 PM - 2:45 PM


CON8934

How Service Executives Make Memorable Impressions with Siebel Service and Oracle Service Cloud

Hosna Keyhan, CIO, NebuLogic Technologies, LLCNivas Nallanthi, Chairman & CEO, NebuLogic Technologies, LLCTiffany Blair, Senior Principal Product Manager - Public Sector CRM, Oracle

3:15 PM - 4:00 PM

Moscone West - 2007

CON8509




Putting Knowledge at the Heart of ServiceJeri Shelton, Director, CX Engineering, ComcastMichel van Zantbeek, Manager Knowledge Management Center, Achmea Interne Diensten N.V.Nav Chakravarti, Vice-President, Oracle Knowledge Management, Oracle

3:15 PM - 4:00 PM

Moscone West - 3001

CON8915

Best Practices in Online Customer EngagementJason Hillner, Exec. Director, Solutions Consulting, eVerge Group, LLCChristopher Patterson, Sr. Dir. Service Cloud Product Management, Oracle

3:15 PM - 4:00 PM


CON8911


Thursday, October 2, 2014Oracle Service Cloud Track Sessions


General Session: CX Central @ OpenWorld—It’s a Wrap!Aaron Shidler, VP, CRM Product Development, Oracle

9:00 AM - 9:45 AM

Moscone West - 2008

GEN8890

Customer Experience Journey Mapping Workshop: An Eye-Opening ExperienceCoryn DeGrandsLorraine Maneri, VP, North America Efficacy & Quality, Pearson EducationTimothy Loomis, Senior Director, Sales Consulting, Oracle

10:15 AM - 11:00 AM

Moscone West - 3009

CON8795

The Best of Both Worlds, Cloud to Ground: A Siebel/Oracle RightNow Integration StoryRhianna Albert, Director, CX Solutions Consulting, eVerge Group, LLCShiloh Madsen, Developer, eVerge Group, LLC

11:30 AM - 12:15 PM


CON3929

Oracle Service Cloud: Overview and Roadmap for Web Customer ServiceDavid Fulton, Director of Product Management, Oracle

11:30 AM - 12:15 PM

Moscone West - 3001

CON8908

Connecting the Call Center to the FieldKayleigh Fitch, Senior Public Relations Specialist, TOA Technologies Inc.Jeffrey Wartgow, Vice President Product Marketing, TOA Technologies Inc.Melinda Uhland, Director, Product Management, Oracle

11:30 AM - 12:15 PM


CON8926


Thursday, October 2, 2014 (continued)Oracle Service Cloud Track Sessions


Oracle Service Cloud Cross-Channel Contact Center Overview and RoadmapJustin Anderson, Senior Director, Product Management, Oracle

12:45 PM - 1:30 PM

Moscone West - 3001

CON8945

Policy Automation with Oracle Service Cloud: Overview and RoadmapDavin Fifield, VP Product Development, Oracle Policy Automation, OracleJasmine Lee, Principal Solution Specialist, Oracle

12:45 PM - 1:30 PM


CON8909

Oracle Service Cloud Knowledge Management Overview and RoadmapNav Chakravarti, Vice-President, Oracle Knowledge Management, Oracle

2:00 PM - 2:45 PM

Moscone West - 3001

CON8855

Oracle Service Cloud Platform Overview and RoadmapChris Heilig, CTO, eVerge Group, LLCShon Wedde, Sr Dir, Oracle Service Cloud, Oracle

2:00 PM - 2:45 PM


CON8910





8:30 AM - 9:30 AM

Moscone West - 2008

GEN7778


10:15 AM - 11:00 AM

Moscone West - 3001

CON8916


10:15 AM - 11:00 AM


CON8921


11:30 AM - 12:15 PM

Moscone West - 2000

CON9480





11:30 AM - 12:15 PM

Moscone West - 3001

CON8946


11:30 AM - 12:15 PM


CON8927


12:45 PM - 1:30 PM

Moscone West - 3001

CON8914


12:45 PM - 1:30 PM


CON8917





2:00 PM - 2:45 PM

Moscone West - 3001

CON8925


2:00 PM - 2:45 PM


CON8934



3:15 PM - 4:00 PM

Moscone West - 2007

CON8509





3:15 PM - 4:00 PM

Moscone West - 3001

CON8915


3:15 PM - 4:00 PM


CON8911





9:00 AM - 9:45 AM

Moscone West - 2008

GEN8890


10:15 AM - 11:00 AM

Moscone West - 3009

CON8795


11:30 AM - 12:15 PM


CON3929


11:30 AM - 12:15 PM

Moscone West - 3001

CON8908


11:30 AM - 12:15 PM


CON8926





12:45 PM - 1:30 PM

Moscone West - 3001

CON8945


12:45 PM - 1:30 PM


CON8909


2:00 PM - 2:45 PM

Moscone West - 3001

CON8855


2:00 PM - 2:45 PM


CON8910





8:30 AM - 9:30 AM

Moscone West - 2008

GEN7778


10:15 AM - 11:00 AM

Moscone West - 3001

CON8916


10:15 AM - 11:00 AM


CON8921


11:30 AM - 12:15 PM

Moscone West - 2000

CON9480





11:30 AM - 12:15 PM

Moscone West - 3001

CON8946


11:30 AM - 12:15 PM


CON8927


12:45 PM - 1:30 PM

Moscone West - 3001

CON8914


12:45 PM - 1:30 PM


CON8917





2:00 PM - 2:45 PM

Moscone West - 3001

CON8925


2:00 PM - 2:45 PM


CON8934



3:15 PM - 4:00 PM

Moscone West - 2007

CON8509





3:15 PM - 4:00 PM

Moscone West - 3001

CON8915


3:15 PM - 4:00 PM


CON8911





9:00 AM - 9:45 AM

Moscone West - 2008

GEN8890


10:15 AM - 11:00 AM

Moscone West - 3009

CON8795


11:30 AM - 12:15 PM


CON3929


11:30 AM - 12:15 PM

Moscone West - 3001

CON8908


11:30 AM - 12:15 PM


CON8926





12:45 PM - 1:30 PM

Moscone West - 3001

CON8945


12:45 PM - 1:30 PM


CON8909


2:00 PM - 2:45 PM

Moscone West - 3001

CON8855


2:00 PM - 2:45 PM


CON8910





8:30 AM - 9:30 AM

Moscone West - 2008

GEN7778


10:15 AM - 11:00 AM

Moscone West - 3001

CON8916


10:15 AM - 11:00 AM


CON8921


11:30 AM - 12:15 PM

Moscone West - 2000

CON9480





11:30 AM - 12:15 PM

Moscone West - 3001

CON8946


11:30 AM - 12:15 PM


CON8927


12:45 PM - 1:30 PM

Moscone West - 3001

CON8914


12:45 PM - 1:30 PM


CON8917





2:00 PM - 2:45 PM

Moscone West - 3001

CON8925


2:00 PM - 2:45 PM


CON8934



3:15 PM - 4:00 PM

Moscone West - 2007

CON8509





3:15 PM - 4:00 PM

Moscone West - 3001

CON8915


3:15 PM - 4:00 PM


CON8911





9:00 AM - 9:45 AM

Moscone West - 2008

GEN8890


10:15 AM - 11:00 AM

Moscone West - 3009

CON8795


11:30 AM - 12:15 PM


CON3929


11:30 AM - 12:15 PM

Moscone West - 3001

CON8908


11:30 AM - 12:15 PM


CON8926





12:45 PM - 1:30 PM

Moscone West - 3001

CON8945


12:45 PM - 1:30 PM


CON8909


2:00 PM - 2:45 PM

Moscone West - 3001

CON8855


2:00 PM - 2:45 PM


CON8910





8:30 AM - 9:30 AM

Moscone West - 2008

GEN7778


10:15 AM - 11:00 AM

Moscone West - 3001

CON8916


10:15 AM - 11:00 AM


CON8921


11:30 AM - 12:15 PM

Moscone West - 2000

CON9480





11:30 AM - 12:15 PM

Moscone West - 3001

CON8946


11:30 AM - 12:15 PM


CON8927


12:45 PM - 1:30 PM

Moscone West - 3001

CON8914


12:45 PM - 1:30 PM


CON8917





2:00 PM - 2:45 PM

Moscone West - 3001

CON8925


2:00 PM - 2:45 PM


CON8934



3:15 PM - 4:00 PM

Moscone West - 2007

CON8509





3:15 PM - 4:00 PM

Moscone West - 3001

CON8915


3:15 PM - 4:00 PM


CON8911





9:00 AM - 9:45 AM

Moscone West - 2008

GEN8890


10:15 AM - 11:00 AM

Moscone West - 3009

CON8795


11:30 AM - 12:15 PM


CON3929


11:30 AM - 12:15 PM

Moscone West - 3001

CON8908


11:30 AM - 12:15 PM


CON8926





12:45 PM - 1:30 PM

Moscone West - 3001

CON8945


12:45 PM - 1:30 PM


CON8909


2:00 PM - 2:45 PM

Moscone West - 3001

CON8855


2:00 PM - 2:45 PM


CON8910

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