ORACLE SCRIPTING 11i

Oracle Scripting provides interaction center agents access to comprehensive, easy to follow scripts that lead them through their interactions with customers and prospects. In addition to its easy-to-use thin client GUI for the agent, it contains a sophisticated authoring environment consisting of graphical layout tools to create, modify, and deploy scripts. Oracle Scripting also provides customers with a survey tool called iSurvey, a dynamic, easy to use tool for creating and conducting user-defined surveys. The primary goal of iSurvey is to allow for convenient, quick and simple creation, deployment, execution and analysis of any informational study to include the creation and execution of customer satisfaction, and other market/customer research studies. Oracle Scripting is part of the Oracle E-Business Suite, an integrated set of applications, which is designed to transform your business into an e-business.

Business Drivers
Minimize Agent Training Time & Ensure Consistent Messages
Oracle Scripting agent GUI is easy and intuitive. In addition to standard mouse and keyboard navigation, Oracle Scripting provides special tools for backing up within a script, automatically recalling previous responses to questions, and capturing and saving critical information. Oracle Scripting provides branching logic based on stored customer information. This creates a "customer aware desktop" that provides agents with customer-specific alerts and one-to-one relationship scripts for cross selling, up-selling, and customer retention activities. Oracle Scripting transforms call center agents into relationship managers.

Product Overview
Guide Agent Workflow Among Multiple Desktop Applications
A script developed through Oracle Scripting is more than just a passive call guide. Instead, it acts as a desktop workflow mechanism to guide the agent through complex transactions. Because Oracle Scripting integrates with other Oracle CRM applications, scripts can act as "hubs" to drive the agent's work among one or more applications. Many customer interaction centers require that agents access multiple applications in order to process customer information. This means that agents need to be trained to access, navigate, and fill out forms in these applications. When a script drives the agent's interactions with these systems, it accomplishes a number of important business goals. First, the script guides the agent's processing, so that he accesses an application only when it is required by the call context. Second, it launches the appropriate data entry form, pre-populated with information the agent collected in the script so the agent does not have to re-key any necessary information. And most importantly, it helps reduce errors caused when agents must manually navigate among multiple applications, while at the same time speeding up the customer transaction.

Automatically Save All Question & Answer Information
As an agent navigates through a script, Oracle Scripting automatically stores all the information collected. By saving the "question/answer" pairs which determine processing flow, management can review and report upon all the data collected during a customer interaction. Even more importantly, data which is not normally stored in the customer and product tables can be stored in Oracle Scripting, and then be used to drive back-end processing. For example, imagine that an agent conducts a short survey with the customer at the close of a call, even if the survey data is not recorded in the customer database, it is saved in the Scripting database. Later, management can report upon the data collected in the survey and use it to make decisions about future campaigns. Oracle Scripting also helps maintain data integrity. If an agent accidentally begins collecting information along a specific path, and later backs out of that path, the data associated with that erroneous path is automatically backed out.

Track Agent "Footprints" Through a Script
When an agent presents information to a customer, or responds to customer inquiries, he creates a path in the script. Information on the agent's path is saved to the Scripting database, along with the amount of time spent in each screen. Management can use this data to determine which paths are most effective, how long agents tend to stay at certain points within a script, and even diagnose how to make a script more effective.

Use Simple Visual Layout Tools
Oracle Scripting's Script Author is a visual layout tool that sets a new paradigm for script authoring. Non-technical call center managers can quickly create superior customer interaction scripts by using drag-and-drop techniques and flowcharting tools to lay out a script and its branching logic. Scripts can be viewed in a graphical format so that it is simple to see the presentation flows for complex interactions. Each major category of screens or instance, Introductory Information, Special Offers, Cross-Sell, etc.搶ay be set up as a unique group of screens and are easily referenceable within the graphic representation.

Respond Dynamically to Changing Script Requirements
In today's dynamic environment, management must be able to rapidly respond to new market demands. A script that had the right marketing message yesterday may need to be changed today to respond to competitive forces. Or, new diagnostic information at a customer support center may need to be added to a script in order to deal with a spate of new calls about a software problem. In both instances, management needs to be able to immediately provide agents with the correct information. Oracle Scripting's Script Author incorporates the idea of re-use of Script components. Thus, screens or groups of screens which are common to many scripts can easily be copied from one script to the next. As a customer interaction center creates scripts to deal with different call campaigns, they are automatically building upon a library of re-usable components, or templates. These templates can be assembled rapidly, thus minimizing development time for new scripts and campaigns.

Survey Capability
iSurvey is a powerful tool used to quickly build questionnaires, to identify survey participants quickly and easily, and to deploy the surveys via email, with respondents clicking on a link that takes them to the questionnaire.Surveys are constructed and deployed using a graphical layout tool to author the surveys. All responses are collected and stored in a single database for simplified query and reporting activities. iSurvey is integrated with Oracle Marketing Onlines list management component which helps to easily build customer lists.

Create Survey

Building a Questionnaire
Any kind of survey that will lend itself to Web administration can easily be done with iSurvey. This includes customer satisfaction surveys, employee satisfaction surveys, customer interest surveys, new product concept surveys, vendor surveys, etc. The Author tool also allows conditional branching, which means the next question the respondent sees depends on how they answered the previous one. This greatly enhances questionnaire flow, and yields better data and higher response rates. The Author tool automatically generates the HTML for Web deployment.

Building The List of Respondents
The ability to query the database and build a list comes from integration with Oracle Marketing Online. Once created, the list can be reused as frequently as required. Each deployment of a survey is tied to a list, so it possible to send the same survey to two different lists, perhaps to compare responses between the groups.Using the Web, there is virtually no incremental cost for adding names to a list. For organizations interested in surveying only their customers, this virtually eliminates the need to build a "sample" of respondents. In the event a sample is required, the OMO product provides such functionality.

Deploying the Survey
After building your personalized email using the One-to-One Fulfillment, iSurvey generates a customized link for each respondent. They receive an email invitation (often referred to as a "cover letter") that they can click to be directed to the server that stores the questionnaire and all results. Each link is customer-specific, so iSurvey tracks if someone hasn returned their results. Reminders are automatically generated, as often as the survey administrator wants to send them.

Create Deployment

Response Management
iSurvey has robust functionality to manage the response process. Response rates as well as the entire list can be instantly viewed, which allows the survey administrator to see the actual list, and whether or not someone has taken the survey. Each respondent耴 answers can be viewed as well. Individual reminders can also be sent.

Analysis
Results from iSurvey are viewed using Oracle Discoverer. The product comes with basic analysis workbooks, allowing instant access to frequencies, cross-tabs, and other basic descriptive statistics. More advanced statistical analysis is done through the use of any statistical software package that can access an Oracle database.

Summary Of The Entire iSurvey Process

• The customer builds a survey.
• The customer selects their respondents (the sample) using Oracle Marketing Online List Management component.
• Fulfillment is used to build an email "cover letter," or "invitation." This is a personalized email with a hypertext link that was generated by iSurvey. This link is different for each respondent. When they click on the link, they are directed to the server where a Java Server Page containing the survey is displayed. The respondent answers the questions, and submits the results, which are stored in the iSurvey schema as part of the Scripting database.
• The data can be analyzed using Oracle Discoverer, or any tool that works with an Oracle database.

Supports Two Different User Interfaces (UI) Agent Facing
One UI is a thin-client, Java-based, graphical user interface designed to quickly guide an interaction center agent through a transaction with a customer or prospect.

Customer Facing
An alternate HTML GUI is typically used for scripts that are available from an enterprise web page, such as surveys, or as self-service interfaces to sales, marketing, or support functions allowing customers to answer their questions fill out forms or surveys without a live call center agent's assistance. With the HTML UI, the Scripting client can be pure HTML within a browser and can be run outside a firewall while connected to an 8i database server inside the firewall.

Oracle E-Business Suite: The Total Solution
Transform the way you conduct business with Oracle internet-enabled E-Business Suite. Put your customer management, supply chain, and internal operations online with Oracle comprehensive and fully integrated solution. Combine the wide reach of the internet with Oracle fully globalize product to run your business consistently and accurately worldwide. Reduce costs and complexity by running on corporate internets or the World Wide Web. As a provider of internet platform and tools, global consulting, education, and support services, and the E-Business Suite, Oracle provides the most complete e-business solution available.

The Oracle E-Business Suite: transforming your business into an e-business.

KEY FEATURES

Agent Interface Simple, thin-client GUI runs in a browser for agents Alternate HTML GUI that can be run outside the corporation's firewall for customers Guide agent processing among multiple external applications Display data from diverse external systems, including legacy systems, directly within the agent window Access Computer Telephony Integration (CTI) data, so that agents can manage telephony events via the script Provide automatic alerts, cross-sell, and up-sell information Track the agent's progress through a script Record amount of time spent in each screen Preserve data integrity by automatically deleting data collected by erroneous paths iSurvey supports management of lists, research and reports Standard Internationalization and globalization support

Authoring Environment Online Visual layout tools make it easy for non-technical authors to layout the flow of a script Pre-packaged sample scripts illustrating all functionality available included Out-of-the-box templates can be re-used to build new scripts One-click deployment so that new and modified scripts can be put into production Survey creation and deployment Standard Internationalization and globalization support