© 2006 oracle corporation – proprietary and confidential instructions for use please remove...

© 2006 Oracle Corporation – Proprietary and Confidential

INSTRUCTIONS FOR USE

• PLEASE REMOVE SECTIONS AS NECESSARY TO TAILOR THIS PRESENTATION TO DIFFERENT AUDIENCES

• For example• If it is more business oriented, then remove slides

36-50 • If it is more IT oriented, then remove slides 7-13• Slides after Q&A slide are backup, optional,

informational for specific audiences


OTHER RELATED MATERIALS

• Each application has its own presentation• Financial Analytics• Supply Chain Analytics• Order Management and Fulfillment Analytics• Human Resource Analytics• Sales Analytics• Service and Contact Center Telephony Analytics

• There are presentations for specific topics• Oracle BI Apps Architecture Overview• Oracle BI Apps Consolidated Data Model


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.

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Service and Contact Center Telephony Analytics


Agenda

• Business Intelligence Applications Landscape• Product Overview• Technical Overview• Customer Successes• Demonstration• Q&A



BI Apps Landscape


“Through 2009 there will be a swing toward buying pre-packaged analytic applications… (0.7 probability)”

What Gartner is Saying

Source: “Business Intelligence Scenario: Pervasive BI,” Gartner Symposium ITxpo 2006


Typical BI Challenges Faced by Organizations Today

• Siloed BI deployments across apps and departments• Fragmented view of information• No consistent definition of business metrics

• Are metrics such as product profitability, customer lifetime value, and marketing campaign ROI calculated consistently?

• Each analyst with a BI tool may have their own answer• Report-centric model with backlog of new requests in IT

• Top management requests get first priority, while needs of other Business users go unmet

• Few users have timely and actionable information needed to optimize actions and decisions• Particularly middle management and “front line” users


How do I reduce agent turnover and staffing costs?

What is the impact of my average handle time, average queue hold time and one-and-done rate on customer satisfaction?

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Customers

Customers

Suppliers

Suppliers

Suppliers

Advanced Analysis Often Spans Heterogeneous Data Sources

How does call center agent tenure, training, & compensation affect efficiency and cross-selling performance?


Customers

Invoice Order

Service Customer

Close Opportunity

Drive Opportunity

Generate Lead

Create Order

Create Segments

Execute Campaigns

Manage Lists

Collect Payment

Book Order

Ship Order

Customer-Centric Contact to Cash


Customers

Order Mgmt

Contact Center

Sales

Sales

Sales

Order Capture

Marketing

Marketing

Marketing

Financials

Order Mgmt

Order Mgmt

Customer-Centric Contact to Cash


Example of Detailed Analysis Required

Business Objectives /

Issues

GainInsights

Take ActionTarget collection efforts to reduce overdue balances

Drill toOverdue Invoice Detail

Who are the Customersand Collectors?

How long is the underlying Overdue

Balance pending?

Is Overdue Balancestrending up?

Is DSO on target?

Maximize Cash Flow

Drill toDue Balances by Region

What is the aging ofDue Balances?

Are Payment Termsin compliance?

Is DPO on target?

• Business Function: Receivables

• Role: Director, Credits & Collections

• Objectives:• 1) Maximize Cash Flow• 2) Control Risk of

Receivables Portfolio



Product Overview


Enabling the Insight-Driven Enterprise

1. Empower Everyone – Every person is provided with relevant, complete information tailored to their role.

2. Provide Real-time Intelligence – Deliver insight that predicts the best next step, and deliver it in time to influence the business outcome

3. Use Insight to Guide Actions – lead people to take action based on facts to optimize decisions, actions and customer interactions

Becoming an insight-driven enterprise will drive the next level of value creation and competitive advantage for organizations.


Oracle is the Worldwide Leader

#1 in BI/Analytic Applications

- IDC

“One of the most comprehensive and innovative BI platforms…”

- Gartner

#1 in DW Tools

- IDC

Oracle BI EE Suite

Oracle BI Applications

Oracle Data Warehousing


Oracle BI Suite Enterprise EditionUnified Business Intelligence Infrastructure

Ad-hoc Analysis

ProactiveDetectionand Alerts

MS OfficePlug-in

Reporting & Publishing

Interactive Dashboards

DisconnectedAnalytics

OracleBI Server

OLTP & ODSSystems

Data WarehouseData Mart

SAP, OraclePeopleSoft, Siebel,

Custom Apps

FilesExcelXML

BusinessProcess

Multidimensional Calculation and Integration Engine

Intelligent Caching Services

Enterprise Business Model and Abstraction Layer

Intelligent Request Generation and Optimized Data Access Services

WebServices


PackagedPackagedETL MapsETL Maps

UniversalUniversalAdaptersAdapters

IVR, ACD, CTIIVR, ACD, CTIHyperionHyperionMS ExcelMS Excel

Other Data SourcesOther Data Sources

Ad-hoc Analysis

ProactiveDetectionand Alerts

MS OfficePlug-in

Reporting & Publishing

Interactive Dashboards

DisconnectedAnalytics

WebServices


SalesService &Contact Center

Marketing

Order Management& Fulfillment

Supply Chain

FinancialsHuman

Resources

Oracle BI ApplicationsMulti-source Analytic Apps Built on BI Suite EE

Oracle BI Apps built on

Oracle BI EE Suite• Prebuilt Hierarchies, Drill Paths, Security, dashboards, reports

• Common Enterprise Information Model

• Based on industry and analytic best practices


Customer

Focusing on the Customer Is More Complex


Increase employee productivity

and agent/supervisor ratio

Increase cross-sell

and up-sell rates

Reduce customer

attrition/churn

Monitor performance and

automate report generation

Service Organization Needs


Typical Contact Center Environment

IVR1 – XIVR

1 – X

IVR1 – X

IVR Applications

Outbound Dialers Quality

Management

Call Recording

ACD

ACD

ACD

ACD

Workforce Management

CRM Database

Internet

Outside Callers & Targets

Email Server

DB 3DB 3DB 3DB 3 DB DB 22

DB DB 22

DB 1DB 1DB 1DB 1 DB DB XX

DB DB XX

CTI Routing Cloud

HRMS Database

Performance Management

MS Access

Excel

Often complex with many components from many vendors


Complexity / Effort

Incre

asin

g B

usin

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Valu

e

“Here are your reports”

TransactionalTransactionalReportingReporting

“Explore my data”

Query,Query,OLAP / DWOLAP / DW

“How well are we meeting targets?”

PerformancePerformanceManagementManagement

“What should I do next?”

Insight-drivenInsight-drivenActionAction

“What should I do now,

at the moment of contact”

IntelligentIntelligentInteractionInteraction

Characteristics of a BI / Analysis Solution


Characteristics of a BI / Analysis SolutionGood Better Best

Transactional Reporting

• Basic embedded transactional reports

• Automated scheduling and distribution of reports

• Pixel perfect reports• Any document editor can

be used to create reports• Automated scheduling

and distribution of reports

Query, OLAP/DW

• Query against transactional tables with basic query tools

• Slicing and dicing with complex workbench query tools

• Intuitive business analyst question and answer UI

Performance Management

• Performance Scorecards • Scorecards with conditional formatting and navigation

• Full employee security and hierarchy modeled

Insight-driven Action

• Manage by exceptions• Analytical workflow• Drill to details

Intelligent Interaction

• In-context embedded insight within interaction screen to prompt user to informed action


Insights for Service-Centric Contact CentersOptimal Agent performance – Balanced Scorecards

Key Questions Pertaining to CSRs

Bottom Line Impact

What is my average handle time?

What is my one-and-done rate?

Top Line Impact

Which products/services does this customer have?

Is this customer profitable? Is he/she likely to be in the future?

What other SRs has this customer generated?

Key Questions Pertaining to CSRs

Bottom Line Impact

What is my average handle time?

What is my one-and-done rate?

Top Line Impact

Which products/services does this customer have?

Is this customer profitable? Is he/she likely to be in the future?

What other SRs has this customer generated?


Insights for Service-Centric Contact CentersBetter Staff Management – Single Operations Cockpit

Key Questions Pertaining to Service Managers

Bottom Line Impact

How are my staffing levels in relation to contact volumes?

How am I doing on agent turnover and training?

Are my customers satisfied with the level of service we are providing?

Top Line Impact

Who are my best rescue agents?

How do I cross train other agents?

Key Questions Pertaining to Service Managers

Bottom Line Impact

How are my staffing levels in relation to contact volumes?

How am I doing on agent turnover and training?

Are my customers satisfied with the level of service we are providing?

Top Line Impact

Who are my best rescue agents?

How do I cross train other agents?


Insights for Service-Centric Contact CentersService interactions driving competitive differentiation

Key Questions Pertaining to Service Executives

Bottom Line Impact

How have marketing campaigns affected my AHT?

How can I reduce staffing costs without affecting satisfaction?

How can I change service levels for unprofitable customers?

Top Line Impact

How well do we segment and service profitable customers?

How can we profile unprofitable customers and make them profitable?

Key Questions Pertaining to Service Executives

Bottom Line Impact

How have marketing campaigns affected my AHT?

How can I reduce staffing costs without affecting satisfaction?

How can I change service levels for unprofitable customers?

Top Line Impact

How well do we segment and service profitable customers?

How can we profile unprofitable customers and make them profitable?


Oracle BI ApplicationsMulti-Source Analytics with Single Architecture

Travel& TransTravel

& TransAutoAuto Comms& MediaComms& Media

ComplexMfg

ComplexMfg

ConsumerSector

ConsumerSector EnergyEnergy Financial

ServicesFinancialServices

HighTechHighTech

Insurance& Health

Insurance& Health

LifeSciences

LifeSciences

Public SectorPublic Sector

Other Operational & Analytic Sources

Oracle BI Suite Enterprise Edition

Prebuilt adapters:

Sales MarketingOrder

Management& Fulfillment

Supply Chain

FinancialsHuman

Resources

PipelineAnalysis

TriangulatedForecasting

Sales Team Effectiveness

Up-sell / Cross-sell

Cycle TimeAnalysis

Lead Conversion

Employee Productivity

Compensation Analysis

HR Compliance Reporting

WorkforceProfile

TurnoverTrends

Return on Human Capital

A/R & A/PAnalysis

GL / BalanceSheet Analysis

Customer & ProductProfitability

P&L Analysis

ExpenseManagement

Cash FlowAnalysis

Supplier Performance

Spend Analysis

Procurement Cycle Times

Inventory Availability

EmployeeExpenses

BOM Analysis

OrderLinearity

Ordersvs. Available

Inventory

Cycle TimeAnalysis

BacklogAnalysis

FulfillmentStatus

CustomerReceivables

Campaign Scorecard

Response Rates

Product Propensity

Loyalty andAttrition

Market Basket Analysis

Campaign ROI

Service &Contact Center

Churn Propensity

Customer Satisfaction

ResolutionRates

Service RepEffectiveness

Service CostAnalysis

ServiceTrends


Prebuilt ETL to extract data from over 3,000 operational tables and load it into the DW, sourced from CRM systems, call center telephony middleware and other sources

1

Service Analytics utilizes ETL routines that extract data from 2,000+ operational tables and load it into 15 star-schemas available for immediate analysis

2

Pre-mapped metadata, defining real-time access to analytical and operational sources, embedded best practice calculations and metrics for the contact center

3

A “best practice” library of over 150 prebuilt role-based intelligence dashboards, reports and alerts for service and contact center agents, managers and executives

4

Business AnalyticsWarehouse

Presentation Layer Logical Business

Model Physical Sources

Service and Contact Center Analytics


Service Analytics

Complete analysis of the business aspect of the services organization. Includes analysis of the call center and field service business to understand the true cost to serve in a complex service business

Service and Contact Center Telephony AnalyticsA complete solution for entire service lifecycle

…add Oracle Contact Center Telephony Analytics for complete insight

Contact Center Telephony

Enables the measuring and managing of multi-channel contact center operations, key business processes and activities by providing increased operational effectiveness through detailed staffing, headcount and scheduling analysis

Also provides increased business value through complete campaign and sales performance insight by agent and across customer, product, service and region.



Value of Prebuilt BI Applications


BI Approaches: Tools vs Applications

Federated Data Sources

SiebelOracle SAP R/3 PSFT EDW

Other

ETL

DW

Oracle BI Platform & Metadata

BI contentBI content

Comparison Points

Prebuilt BI Applications

Approach

Tools & Build

Approach

BI Content

Metadata Data Warehouse ETL


These steps These steps require different require different types of BI and types of BI and DW technologyDW technology

License an ETL tool to move data from operational systemsLicense an ETL tool to move data from operational systemsto this DWto this DW

License interactive user access toolsLicense interactive user access tools

License / create information delivery toolsLicense / create information delivery tools These steps These steps typically take a typically take a

long time to long time to perfect as perfect as

knowledge of knowledge of best practices is best practices is

learnedlearned

Research analytic needs of each user communityResearch analytic needs of each user community

Set up user security & visibility rulesSet up user security & visibility rules

Perform QA & performance testingPerform QA & performance testing

Manage on-going changes/upgradesManage on-going changes/upgrades

Steps Required to Build a BI Solution

These steps These steps require require

significant significant resources with resources with

specialized specialized skills / expertiseskills / expertise

Develop detailed understanding of operational data sourcesDevelop detailed understanding of operational data sources

Build ETL programs for every data sourceBuild ETL programs for every data source

Build analytics for each audienceBuild analytics for each audience

Design a data warehouse by subject areaDesign a data warehouse by subject area


Build from Scratchwith Traditional BI Tools Oracle BI Applications

Prebuilt Business Adapters for Oracle, PeopleSoft, Siebel, SAP, others

Prebuilt DW design, adapts to your EDW

Role-based dashboards and thousands of pre-defined metrics

Easy to use, easy to adapt

Weeks or Months

Back-end ETL andMapping

DW Design

Define Metrics& Dashboards

Back-end ETL andMapping

DW Design

Define Metrics& Dashboards

Training / Roll-out

Training / Rollout

Months or Years

Oracle BI Applicationssolutions approach:

• Faster time to value• Lower TCO• Assured business value

Source: Patricia Seybold Research, Gartner, Merrill Lynch, Oracle Analysis

Change the Economics of BI


Deployed to 800 users in under 90 daysAnalytics for sales-oriented contact center

Live in 120 daysSales Analytics

4 months from decision to live for 1200 usersPharma Analytics

Live in 100 days, 6500 usersSales and Marketing Analytics

“Having had experience of Siebel Business Analytics, I can vouch that it can be

deployed as rapidly as they claim...It is a product that really delivers.”

Deployed to 3000+ users in 3 monthsSales Analytics

What Customers Are Achieving



Technical Overview


Role Based Dashboards Analytic Workflow Guided Navigation Security / Visibility Alerts & Proactive Delivery

Logical to Physical Abstraction Layer Calculations and Metrics Definition Visibility & Personalization Dynamic SQL Generation

Highly Parallel Multistage and Customizable Deployment Modularity

Abstracted Data Model Conformed Dimensions Heterogeneous Database support Database specific indexing

Oracle BI Applications ArchitectureA

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Oracle BI Presentation

ServicesDashboards by Role

Reports, Analysis / Analytic Workflows

Metrics / KPIs

Logical Model / Subject Areas

Physical Map

Oracle BI Server

Direct Access to

Source Data

Data Warehouse /Data Model

ETL

Load Process

Staging Area

Extraction Process

DA

C



Other


ETL OverviewA

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Metrics / KPIs


Physical Map

Oracle BI Server

Direct Access to

Source Data


DA

C



Other

• Three approaches to accessing / loading source data

• Batch ETL• Low Latency ETL• Direct access to source data from Oracle BI

Server• ETL Layered architecture for extract,

universal staging and load• Provides isolation, modularity and extensibility• Ability to support source systems version

changes quickly• Ability to extend with additional adapters• Slowly changing dimensions support

• Architected for performance• All mappings architected with incremental

extractions• Highly optimized and concurrent loads• Bulk Loader enabled for all databases

• Datawarehouse Application Console (DAC)• Application Administration, Execution and

Monitoring

ETL

Load Process

Staging Area

Extraction Process

DA

C


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Metrics / KPIs


Physical Map

Oracle BI Server

Direct Access to

Source Data


DA

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Other

ETL

Load Process

Staging Area

Extraction Process

DA

C

ETL Overview

Load

Load

Extr

act

Extr

act

SAPSAPPeopleSoftPeopleSoft

Source Independent Layer

Staging TablesStaging Tables

Extract

OtherOtherSiebel Siebel OLTPOLTP OracleOracle

PowerConnect

PowerConnect

SQ

L

SQ

L

SQ

L

SQ

LA

pp

Layer

AB

AP

Ap

p L

ayer

Oracle DataOracle DataWarehouseWarehouse


Data Warehouse Application Console (DAC)

• DAC is a metadata driven administration and deployment tool for ETL and data warehouse objects

• Used by warehouse developers and ETL Administrator • Application Configuration

• Manages metadata-driven task dependencies and relationships • Allows creating custom ETL execution plans • Allows for dry-run development and testing

• Execution• Enables parallel loading for high performance ETL• Facilitates in index management and database statistics collection• Automates change capture for Siebel OLTP• Assists in capturing deleted records• Fine grain restartability

• Monitoring• Enables remote admin and monitoring• Provides runtime metadata validation checks• Provides in-context documentation


Physical Data Model Overview

• Modular enterprise-wide data warehouse data model with conformed dimensions

• Sales, Service, Marketing, Distribution, Finance, Workforce, Operations and Procurement

• Integrate data from multiple data sources• Code Standardization• Real-time ready

• Transaction data stored in most granular fashion

• Tracks historical changes• Supports multi-currency, multi-languages• Implemented and optimized for Oracle,

SQL Server, IBM UDB/390, Teradata

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Metrics / KPIs


Physical Map

Oracle BI Server

Direct Access to

Source Data ETL

Load Process

Staging Area

Extraction Process

DA

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Other



Features:• Conformed dimensions • Transaction data stored in most

granular fashion• Tracks full history of changes• Prebuilt and extensible• Built for speed

Integrated Enterprise Analytics Data Model

Benefits: • Enterprise-wide business analysis

(across entire value chain)• Access summary metrics or drill to

lowest level of detail• Accurate historical representations

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Customers

Suppliers

Suppliers

Suppliers


Selected Key Entities of Business Analytics Warehouse

Conformed Dimensions

Customer Products Suppliers Internal

Organizations Customer Locations Customer Contacts GL Accounts Employee Sales Reps Service Reps Partners Campaign Offers Cost Centers Profit Centers

Conformed Dimensions

Customer Products Suppliers Internal

Organizations Customer Locations Customer Contacts GL Accounts Employee Sales Reps Service Reps Partners Campaign Offers Cost Centers Profit Centers

Sales Opportunities Quotes Pipeline

Order Management Sales Order Lines Sales Schedule Lines Bookings Pick Lines Billings Backlogs

Marketing Campaigns Responses Marketing Costs

Supply Chain Purchase Order Lines Purchase Requisition Lines Purchase Order Receipts Inventory Balance Inventory Transactions

Finance Receivables Payables General Ledger COGS

Call Center ACD Events Rep Activities Contact-Rep Snapshot Targets and Benchmark IVR Navigation History

Service Service Requests Activities Agreements

Workforce Compensation Employee Profile Employee Events

Pharma Prescriptions Syndicated Market Data

Financials Financial Assets Insurance Claims

Public Sector Benefits Cases Incidents Leads

Modular DW Data Warehouse Data Model includes:

~350 Fact Tables ~550 Dimension Tables~5,200 prebuilt Metrics(2,500+ are derived metrics)~15,000 Data Elements


Sales Order Lines

Sales Order

Details

Sales Order

Details

EAIETL

Cust. Location

Sold to / Ship to / Bill to

Cust. Location

Sold to / Ship to / Bill to

DateDatePayment Terms

Payment Terms

Sales Channel

Sales Channel

ProductsMfg / Sales /

Supplier

ProductsMfg / Sales /

Supplier

EmployeeEmployee

Customers

Customers

LocationsPlant / Mfg

Ship / Storage

LocationsPlant / Mfg

Ship / StorageSales Orgs

Sales Orgs

Example Metrics• # of Cancelled Order

Lines• # of Customers• # of First Customers• # of Order Lines• # of Orders• # of Products• # of Returned Order Lines• % Order Discount• Average # of Products per

Order• Average Order Size• Cancelled Amt / Qty• Orders to Booking Close

Rate• Outstanding Booking

Amt / Qty• Total Ordered Amt / Qty• Total Return Amt / Qty

Features

Includes 27 logical dimensions and 33 out of the box metrics

Provides ability to do detailed analysis of sales order lines

Data stored at transaction grain and at line level

Example: Sales Order Lines Fact Table


Example: Sales Order Lines Fact TableCustomer Related Location Date/Timestamps

Customer Storage Location Validated on date

Customer Sold To Shipping Location Required by time

Customer Ship To Plant Location Required by date

Customer Payer Terms/Methods/Types Purchase Order time

Customer Account Attributes Payment Method Purchase Order date

Customer Contact Payment Terms Promised On time

Customer Bill To Order Status Promised On date

Product Transaction Type Ordered On time

Product Freight Terms Ordered On date

Sales Product Others Order Acknowledged date

Manufacturing Product Profit Center Inventory Demand date

Supplier Product Cost Center Entered On date

Employee Channel Type Customer Requested Ship time

Service Rep Channel Point Customer Requested Ship date

Sales Rep Territory Created on time

Employee Supplier Confirmed on date

Organization System Related Closed on date

Operating Unit ETL Process Id Cancelled on time

Inventory Org Changed By Cancelled on date

Sales Office Location Created By Booked on time

Sales Group Org System Booked on date

Sales Org


Business Process ConformanceAccounts Receivable Process

• Key analytic requirements can be satisfied by capturing the following• Invoices• Schedules• Adjustments (Credit Memo/Debit Memo/Others)• Payments• Payment Applications

• Native source specific transaction types are transformed to standardized warehouse codes

• Standardized warehouse codes are superset of all supported sources• Native source specific transaction types are retained for source specific analysis• Analysis supported

• Aging Buckets• Balances• Efficiency• Volume• Risks (Outstanding Balance against Credit Limit)


Business Process ConformanceAccounts Receivable Process

Standard Warehouse Code

Oracle PSFT SAP

Invoice Invoice and Payment Schedules

Invoice items AR documents with DR document type

CR Memo/DR Memo CR Memo and DR Memo CR Memo and DR Memo items

AR documents with DA document type

Payments Cash Receipts etc. Payments/ Deposits AR documents with DA document type and ‘A’ as special indicator

Payment Applications Cash/CR Memo applications/Adjustments

Payment Item Activities AR documents with DZ document type

Other All other types of transactions

BI/AR: All other types of items

All other types of AR documents


Business Process ConformanceStandardized Warehouse Codes

• All source transaction type code values are stored and appended with standardized warehouse codes

• All higher layers in the architecture and metrics use same standardized warehouse codes• Stored source transaction type code values enables integration back into each

transactional system

TYPECODE

TYPE_DESC WAREHOUSE CODE

O Credit memo Credit Memo

4 Credit memo list Credit Memo

S Credit memo cancellation Credit Memo Cancellation

P Debit memo Debit Memo

6 Intercompany credit memo Intercompany Credit Memo

5 Intercompany invoice Intercompany Invoice

N Invoice cancellation Invoice Cancellation

U Pro forma invoice Pro forma Invoice

3 Invoice list Standard Invoice

M Invoice Standard Invoice

TYPE CODE TYPE_DESC WAREHOUSE CODE

Credit Memo Credit Memo Credit Memo

On-Account Credit On-Account Credit Credit Memo

Debit Memo Debit Memo Debit Memo

Debit note Debit note Debit Memo

Invoice Invoice Standard Invoice

Contra Contra Standard Invoice


Server Repository OverviewA

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Direct Access to

Source Data


ETL

Load Process

Staging Area

Extraction Process

DA

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Other

• Multi-layered Abstraction• Separation of physical, logical and presentation layers• Logical modeling builds upon complex physical data

structures• Logical model independent of physical data sources,

i.e. same logical model can be remapped quickly to another data source

• Metrics / KPIs• Multi-pass complex calculated metrics (across

multiple fact tables)• One Logical Fact can span several table sources

including aggregates and real-time partitions• Level based metrics

• Aggregate navigation• Federation of queries• Security and visibility • Prebuilt hierarchy drills and cross dimensional drills

Metrics / KPIs


Physical Map

Oracle BI Server


Web Catalog Overview

• Role based dashboards• Covering more than 100 roles

• Navigation• Most reports have at least one level of navigation

embedded• Drill to details from many interactive elements,

e.g. chart segments• Guided Navigation

• Conditional navigational links• Analytic Workflows

• Action Links• Direct navigation from record to transactional

while maintaining context• Alerts

• Scheduled and Conditional iBots• Highlighting

• Conditional highlighting that provides context on metrics (is it good or bad?)

Ad

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Physical Map

Oracle BI Server

Direct Access to

Source Data


ETL

Load Process

Staging Area

Extraction Process

DA

C



Other





More than just Dashboards & Reports• Guided Navigation

• Enables users to quickly navigate a standard path of analytical discovery specific to their function and role

• Enhances usability and lowers learning curve for new users

• Conditional Navigation• Appears only when conditions are met and alerts users to

potential out of ordinary conditions that require attention• Guides users to next logical step of analytical discovery


More than just Dashboards & Reports• Action Links

• Direct navigation from record to transactional while maintaining context

• Take Action immediately without navigating to a different screen


Oracle Contact Center Telephony AnalyticsContact Center Performance

Contact Center

Performance

Supervisor

Supervisor

EAIETL

CallType

CallType

Date & Time

Date & Time

Routing Strategy

Routing Strategy

Channel Type

Channel Type

ProductsProducts

EmployeeEmployee

Customers

Customers

CC Locations

CC Locations

Campaign Campaign

Example Metrics• % Chg Average Handle

Time• % Chg Average Hold

Time• Abandoned Call Volume• Answer Call Rate• Answered Call Volume• Average Call Volume• Average Campaign

Handle Time• Average Campaign Hold

Time• Call Abandonment Rate• Total Hold Time• Total Call Volume• Total Handle Time

Features

Associated with ~34 logical dimensions and Provides ~110 Out of Box Metrics

Provides Contact center performance metrics down to the individual agent

Transaction data stored at the agent/call level with each agent having a leg if call transferred



Issues

GainInsights

Take ActionSecure additional staffing

during campaign

Drill to Marketing Impact on Performance

What campaigns arerunning by product type?

What are the reasonscustomers are calling for?

Are calls evenly distributedacross call centers?

Is Service Level OK?

Ensure Contact Center running smoothly

Drill toCall Activity by Channel

On which channels are the calls coming from?

What products are the customers calling for?

Is Staffing at appropriate levels?

• Business Function: Customer Service

• Role: Contact Center Executive

• Objectives:1. Increase Service

Capacity2. Increase Customer

Satisfaction

Analytic Workflows – Contact Center Telephony Analytics


Analytic Workflows – Contact Center Telephony Analytics


Issues

GainInsights

Take ActionSecure additional staffing

during campaign

Drill to Marketing Impact on Performance

What campaigns arerunning by product type?

What are the reasonscustomers are calling for?

Are calls evenly distributedacross call centers?

Is Service Level OK?

Ensure Contact Center running smoothly

Drill to D

etail



Issues

GainInsights

Take ActionIncrease # of Field Techs

for certain activity types inthe Service Region

Drill to Field ActivitiesBy Service Region Details

What are my field serviceactivities by type?

What is the estimated andactual travel cost?

What is the estimated andactual travel time?

What are my good and badService Regions with respect to travel time?

Minimize TravelTime and Cost

What is the estimated costof my field service

activities by priority?

What are my field serviceactivities by priority?

Are my field service activities distributed

evenly across myService Regions?

What is the average time spent on service activities by

Service Region?

• Business Function: Customer Service

• Role: Service Region Manager

• Objectives:1. Minimize Travel Time

and Cost2. Increase Customer

Satisfaction

Analytic Workflows – Service Analytics


Analytic Workflows – Service Analytics


Issues

GainInsights

Take ActionIncrease # of Field Techs

for certain activity types in the Service Region

Drill to Field Activities by Service Region Details

What are my field serviceactivities by type?

What is the estimated and actual travel cost?

What is the estimated and actual travel time?

What are my good and badService Regions with respect to travel time?

Minimize Travel Time and Cost

Drill to D

etail


D E M O N S T R A T I O N




Customer Success


Oracle BI Success


Taking Service to the Next Level at Honeywell

Objective• Transform sales and service data into

actionable intelligence• Provide single “customer scorecard” of sales,

service, and satisfaction to drive improvements in operational processes

Solution• Insight in to customer-facing processes for

1,000+ employees across entire organization• Support customer excellence initiative

“Aerospace Total Account System (ATLAS)”• Voice of the Customer (VOC) Analytics drive

business operations

Results• Increased annual after-market spare parts

revenue by 100% with approx 20% of increase attributable to Oracle

• Increased number of opportunities by 40%• Improved SR closure rate from 45% to 83%• Improved customer satisfaction by 30%

“Siebel Business Analytics helped us realize measurable business

benefits in numerous areas, including improving our average customer response time by 27%, leading to a 30% improvement in

customer satisfaction.”

– Darryl Carroll, Director of Sales and Marketing, Honeywell Aerospace


Media / Energy Aero / Industrial Insurance / Health Life Sciences Other

Communications Automotive Finance / Banking Consumer Goods High Tech

Business Intelligence CustomersBusiness Analytic Tools and Applications – Select References


AQ&


Contact Info

• Esmond Chia – Senior Manager, Product Management

[email protected]+1 (650) 506-0131 office+1 (650) 430-1430 mobile

• Tae Jung Kim – Senior Product Manager/Strategy

[email protected]+1 (650) 506-1542 office+1 (510) 409-4199 mobile



Oracle Service and Contact Center Telephony Analytics

Product Descriptions


• Delivering better service• Understand contact reasons• Increase first call resolution rates• Effectively handle SR aging and provide

timely updates• Meet customer’s service level

expectations• Understand compliance of SRs to SLAs• Increase resolution rates across regions

and channels by staffing appropriately

Key Questions Pertaining to Contact Center Performance

# of Open Critical Service Requests

Service Request Resolution Rate

SLA Compliance %

Average SR Duration Days

Average Customer Sat Survey Score

# Products with SRs

Sample Questions

Which customers have the most critical SRs open?

How are my geographic regions performing when providing service?

Which channels are being used and how are they performing relative to each other?

How satisfied is the customer with my service?

What is the aging trend of SRs?

Am I meeting my SLAs?

What is the cost per completed service call?

SAMPLE METRICS

Service Analytics – Service RequestManaging customer’s service expectations


• Meet corporate spend and profitability targets• Ensure that all service products are priced profitably

• Ensure contracted customers remain in contract and are happy with their service savings

• Understand customer behavior• Understand payment and late trends for invoiced service contract amounts

• Withhold service for delinquent customers


Agreement Margins

Service Savings

% Late Invoices

Average Days Open for Invoices

Total Payments

Service Price Billable and Non-Billable

Sample Questions

Which customers have contracts that are expiring soon?

Are they saving money on their service contracts?

Am I making money on my service contracts?

Am I meeting my contracted service levels?

Which are my most profitable contract customers?

Am I making enough margin on parts, service labor, etc?

SAMPLE METRICS

Service Analytics - ContractsMaximizing Contract profitability


• Assets Analysis• Understanding installed base to reduce out

of warranty service

• Workload Analysis• Balancing workload among service

personnel

• Orders Analysis• Timely fulfillment of service orders

• Field Service Analysis• Maintain low travel time and cost


Warranty Expiration Days Left

Travel Time Variance

Travel Cost Variance

Average Order Age

Order Days Outstanding

# of Activities

Sample Questions

Which customers have products under warranties that expire soon?

Which employees have too many overdue activities?

Is there revenue in jeopardy due to poor service and unsatisfied customers?

Are my service orders being fulfilled in a timely manner?

What types of activities are my employees working on and how much time is spent?

Is my field service organization performing well?

SAMPLE METRICS

Service Analytics – Additional areasMaximizing margins in service delivery


• Drive customer loyalty• Understand what is important to customers

during the service lifecycle• Understand how customers want to interact

during Service Lifecycle

• Delivering better service• Understand contact reasons• Increase first call resolution rates• Effectively handle SR aging and provide

timely updates

Which products / services does this customer have?

Why are the customers calling?

How often does each customer call?

How valuable is this customer? Is she / he a profitable customer?

Which service level agreements (SLAs) are in place with this customer?

How rapidly does the customer expect a response?

How do my customers want to interact with me?

How many open SR’s do I have?

Sample Questions for Customer Service

First and Final Contact Resolution

Closed Unsatisfactory Volume

Channel Abandonment

SAMPLE KPI’sSAMPLE KPI’s

Service Level Usage

Closed Satisfactory Volume

Contact Volume by Channel

SAMPLE METRICS

Contact Center Telephony – Customer ServiceUnderstanding the contact center operation


• Meet corporate spend and profitability targets• Staff channels according to demand trends• Minimize redundant skill sets• Cross and up-sell high-affinity products

• Meet customer’s service level expectations• Adjust IVR menus based on usage analysis• Cross train agents based on average transfer

rates or lagging resolution times



Cost to Serve

Contact Profitability

Average Speed of Answer (ASA)

Actual to Target Revenue by Channel

Actual to Target Resolution Time

Abandon Rate by Channel

How has campaign affected the revenue / agent

Has the campaign affected overall cost of sales?

Which channels are most cost effective for which segment of customer?

What is my cost per customer contact?

What is the ratio of offers made to offers accepted?

How are the Actuals vs Targets on my operational KPI’s?

When are customers abandoning the IVR to go to an agent?

Sample Questions Pertaining to Contact Center Performance

SAMPLE METRICS

CCT – Contact Center and Agent PerformanceMaximizing individual agent performance


• Retain high quality agents• Reduces recruiting and training costs• Deliver higher quality service with seasoned fully

effective agents

• Align agent objectives and measures with corporate performance goals

• Provide appropriate skills training • Align KPI’s with desired behavior• Gauge effectiveness of training and incentive

programs• Give agents a personal CSR scorecard


Average Hold Time

Average Speed of Answer

CSR Transfer Rate Percentage

Revenue / Calls per CSR

Schedule Compliance

First Call Resolution Rate

What is the Revenue per Agent?

What is the cost per call for each agent?

What is the talk time per agent?

What is the total work time per agent?

How effective is this agent for call types?

Are the agents complying with training objectives?

What is the efficacy trending for each agent/agent type?

What are the agent’s customer sat scores?

Are the agents adhering to the schedule?

Sample Questions Pertaining to Agent Performance

SAMPLE METRICS

CCT - Contact Center and Agent PerformanceMaximizing individual agent performance


• Maximize revenue per agent• Assess effective sales reps – train ineffective

reps• Streamline sales process to minimize talk time

and maximize close rate

• Improve Campaign performance while reducing overall costs

• Minimize abandonment rate by identifying call types / route accordingly

• Appropriately staff contact center to projected campaign call volume

Revenue per minute

Revenue per Agent

Average Call Sales Value

Campaign Inbound Call Volume

Call Close Rate

Campaign Call Abandonment Rate

What is the Revenue per Agent?

How many calls did I receive in response to a campaign?

How has my call volume been affected by corporate marketing?

What is my Sales Volume per agent and per call center?

What is my Revenue per call?

Who are my top call center sales reps?

Who are my bottom call center sales reps?

Which channels are being used in response to the campaign?

Sample Questions Pertaining to Contact Center Sales

SAMPLE METRICS

Contact Center Telephony – SalesMaximizing sales productivity


• Driving Service Profitability• Maximize Service contract Margins• Streamline service activities by eliminating

bottlenecks• Minimize emergency repairs through preventive

service maintenance

• Improving Service Assurance• Understand compliance of SRs to SLAs• Increase resolution rates across regions and

channels by staffing appropriately

Which channels are being used and how are they performing relative to each other?

What is the aging trend of SRs?

Am I meeting my SLAs?

What is the cost per completed service call?

Which customers have contracts that are expiring soon?

Are they saving money on their service contracts?

Am I making money on my service contracts?

Am I meeting my contracted service levels?

Which contract customers are most profitable?

Sample Questions Pertaining to Service

# of Open Critical Service Requests

Service Request Resolution Rate

SLA Compliance %

Average SR Duration Days

% Late Invoices

Contract Cost / Profitability

SAMPLE METRICS

Contact Center Telephony – Service DeliveryMinimizing service delivery expenses and exposure



Oracle Contact Center Telephony Analytics

Star Schemas


Oracle Contact Center Telephony AnalyticsSubject Areas

• Contact Center Performance• ACD Events• IVR Navigation History• Representative Activity• Benchmarks and Targets


Oracle Contact Center Telephony AnalyticsContact Center Performance

Contact Center

Performance

Supervisor

Supervisor

EAIETL

CallType

CallType

Date & Time

Date & Time

Routing Strategy

Routing Strategy

Channel Type

Channel Type

ProductsProducts

EmployeeEmployee

Customers

Customers

CC Locations

CC Locations

Campaign Campaign

Example Metrics• % Chg Average Handle

Time• % Chg Average Hold

Time• Abandoned Call Volume• Answer Call Rate• Answered Call Volume• Average Call Volume• Average Campaign

Handle Time• Average Campaign Hold

Time• Call Abandonment Rate• Total Hold Time• Total Call Volume• Total Handle Time

Features

Associated with ~34 logical dimensions and Provides ~110 Out of Box Metrics

Provides Contact center performance metrics down to the individual agent

Transaction data stored at the agent/call level with each agent having a leg if call transferred


Oracle Contact Center Telephony AnalyticsACD Events

ACD Events

Call Type /

Reason

Call Type /

Reason

EAIETL

CallType

CallType

Date & Time

Date & Time

Routing Strategy

Routing Strategy

Channel Type

Channel Type

Event Type

Event Type

EmployeeEmployee

Customers

Customers

CC Locations

CC Locations

ACD Detail

s

ACD Detail

s

Example Metrics• Total Call volume• IVR Event Volume• IVR Options Volume

Features

Tracks intra-call event data from the ACD and IVR

Grain of data at the call event level – linked together by unique call id

Used for drill down from agent / call to provide details about individual calls


Oracle Contact Center Telephony AnalyticsIVR Navigation History

IVR Navigation History

EAIETL

Entry Menu

Entry Menu

DateDateTime of day

Time of day

Exit MenuExit Menu

Navigation Profile

Navigation Profile

Customers

Customers

CC Locations

CC Locations

Example Metrics• # of calls entering IVR• # of calls abandon IVR• # of calls on each path• Time in IVR• % of call transferred out

of IVRCompanyCompany

Features Associated with ~14 logical dimensions and Provides ~10 Out of Box

Metrics

Provides ability to analyze every call and every punch in the IVR

Transactional data at the call/punch path level


Oracle Contact Center Telephony AnalyticsRepresentative Activity

Representative

Activities

EAIETL

ChannelTypes

ChannelTypes

DateDateTime of day

Time of day

Sales Organizati

on

Sales Organizati

on

EmployeeEmployeeActivity

Type

Activity Type

CC Locations

CC Locations

Example Metrics• Total Staff Duration• # of breaks compliance• Staffed duration

Compliance %• Actual # of breaks• Scheduled # of breaks• Break categories• Unscheduled Break

Duration %• Total break time in

Minutes• Scheduled # of reps• Actual # of reps• Login Duration

Compliance %

Group / Organizati

on

Group / Organizati

on

Sales Region

Sales Region

Supervisor

Supervisor

Features Associated with ~11 logical dimensions and Provides ~25 Out of Box Metrics

Provides agent compliance and adherence metrics for entire call center

Transactional data compares agent login with schedule information


Oracle Contact Center Telephony AnalyticsBenchmarks and Targets

Benchmarks Targets

EAIETL

ChannelTypes

ChannelTypes

Sales Organizati

on

Sales Organizati

on

SalesRegion

SalesRegion

ProductProduct

CC Loc / Org

CC Loc / Org

Example Metrics• Target Average After

Call Work Time• Benchmark Average

After Call Work time• Targets and benchmarks

for all the Contact Center performance metrics

CC Group

CC Group

EmployeeEmployeeBusinessArea

BusinessArea

Date & Time

Date & Time

Routing Strategy

Routing Strategy

Features Slowly changing dimension/fact for capturing point in time targets for each

metric

Provides ability to keep historical targets and attainment against target at point in time

Data captured at the individual metric/unit level



Oracle Service Analytics

Star Schemas


Oracle Service AnalyticsSubject Areas

• Service Requests• Activities• Service Orders / Order Lines• Service Invoice• Assets• Contracts• Email Response


Oracle Service AnalyticsService Requests

Service Requests

EAIETL

CustomerCustomer

Agreement

Agreement

AssetAssetProductProduct

CustomerContact

CustomerContact

Example Metrics• # of Products with SR’s• # of Contacts with SR’s• Average SR’s closed per

rep• SLA compliance %• SLA Time• # of One and Done SR’s• # of Contracts with SR’s• Average SR Open Days

CC Group

CC Group

EmployeeEmployeeClaimClaim

Date & Time

Date & Time

Entitlement

Entitlement


Provides service issues and trouble ticket metrics measured against entire organization

Data tracked at individual Service request level, configurable for recursion


Oracle Service AnalyticsActivities

Activities

EAIETL

Service Request

Service Request

Agreement

Agreement

AccountAccountProductProduct

PartnerPartner Example Metrics• Average Duration (hours,

days)• Estimated travel time• Actual travel time• # of Opportunities with

Activity by type• # of SR’s with activities

by type• Activity completion Rate• Average Activity Cost• Expense costs under

contract• Expense cost non-

contract• Employees with

Activities by type

AssetAsset

EmployeeEmployeeBusinessArea

BusinessArea

Date & Time

Date & Time

Opportunity

Opportunity


Contract profitability and costing is easily calculated

Lowest grain record from CRM OLTP system, linked to almost every object in OLTP


Oracle Service AnalyticsService Orders / Order Lines

Service Orders

EAIETL

Agreement

Agreement

Entitlement

Entitlement

AccountAccountProductProduct

ContactContact Example Metrics• Line item revenue• Average Order size• Return to order %• Average # of days from

quote• Order Item Discount• Total Order margin• Order Item gross Margin

per order• # of orders moving

average• # of orders with

agreements• Total order age


Tracks all RMA’s and service orders for Field Service – used in calculating contract profitability

Data captured at the individual line item level then aggregated to order level

CampaignCampaign

EmployeeEmployeeIndustryIndustry

Date & Time

Date & Time

ServiceRequest

ServiceRequest


Oracle Service AnalyticsService Invoice

Service Invoice

EAIETL

AccountAccount

Entitlement

Entitlement

ServiceRequest

ServiceRequest

Agreement

Agreement

ContactContact Example Metrics• # of Invoices with

Agreement• Average Days open • Average Payments• Average Invoice Amount• % of Late Invoices• Total Invoiced per SR

EmployeeEmployee

InvoiceInvoice

Date & Time

Date & Time

OrderOrder


Calculates bills against field service contracts

Data tracked at invoice level to calculate dollars billed against contracts and SR’s


Oracle Service AnalyticsAssets

Assets

EAIETL

ContactContact

WarrantyWarranty

BranchBranchProductProduct

AccountAccount Example Metrics• Average Age based on

install base• Average Value of Assets• # Partner Accounts with

Assets• Teaser % Weighted by

Outstanding Balance• Total Liability Amount• Contact Profitability

Range• Household Profitability• Usage• Delinquency Rate %• # Asset Manager Contact

Assets

Geography

Geography

EmployeeEmployeeIndustryIndustry

Date & Time

Date & Time

ClaimClaim


Provides all measures for install instances of products (FINS, Insurance, COMS, Field Service)

Grain of data at individual instance of product and install date


Oracle Service AnalyticsContracts

Contracts Item

EAIETL

ContactContact

EmployeeEmployee

ProductProduct

AccountAccount Example Metrics• Agreement Line item

margin %• Agreement line item

gross margin• Agreement line item

discount %• Agreement line item

cost• Agreement line item

price


Provides base level metrics for contract line items

Grain of data at line item level, for analysis – usually linked with contract in physical layer

ContractContract

Date & Time

Date & Time

AssetAsset


Oracle Service AnalyticsEmail Response

Email Response

EAIETL

ContactContact

ActivityActivity

Organization

Organization

AccountAccount Example Metrics• # of emails• # of emails escalated to

SR• # of emails escalated to

opportunity• Average time to opty.

escalation (hours)• Escalated opportunity

Expected revenue• Escalated opportunity

Closed revenue


Provides analysis for email volumes, closures, escalations and net results of escalations

Data maintained at individual email chain as tracked through thread id

ClaimClaim

Date & Time

Date & Time

Opportunity

Opportunity

ProductProduct

EmployeeEmployee

ServiceRequest

ServiceRequest


The preceding 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.

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