By Brian Raboin, Vice President Customer Experience, Booker Software
You put the Five9 in my Oracle Service Cloud, or the Oracle Service Cloud in my Five9! Not since the innovation of the Reese’s Peanut Butter Cup has the combination of two great things resulted in something greater than the sum of its parts.
Over the last year at Booker, we have been going through an omnichannel systems project. In order to get to that realized vision of an omnichannel customer experience (CX) platform, the integration of our CX tools were a must have. Having spent over 15 years in CX, I knew the power of what an integrated set of tools would represent. And I also had the nightmare experiences of discrete systems that did not talk to each other. I knew what the impact was on both customers and agents under both scenarios.
When I attended Oracle Modern Customer Experience 2016, I was on the lookout for any and all systems that would integrate with Oracle Service Cloud (OSvC). It was then that I was introduced to Five9. Seeing the Computer Telephony Integration (CTI) inside the Oracle Service Cloud Agent Desktop was the exact type of integrations I was hunting for! However, what really got us excited about Five9 was the customer facing experience. Often an organization’s phone system can be a barrier to customers getting assistance, especially when integrating into a CRM system. Customers can get stuck in an IVR agony of self-entry information that is supposed to make the experience easier, but does not. Adding extra steps for the customer that is not related to their question or problem is a potential disaster. We’ve all been there, right?
Fortunately, with the manner by which we were able to do a customer lookup with Five9 into OSvC, and our own Software as a Service (SaaS) product, we created an integration that identifies the customer without the caller having to enter in any information or do any extra steps.
The other great customer experience to note here is the implementation of Five9’s visual Interactive Voice Response (IVR) and Oracle’s “Ask A Question” feature. This integration provides our customers the right answer for their question without having to speak to an agent. In the event “Ask A Question” doesn’t have the answer, the customer can click ‘call me’ and they will jump the queue where the next available agent will call them at the number on file – or the number that they put through on the “Ask A Question” workflow. The purpose of this implementation has two positive results. One, it allows Booker to continually improve our Smart Assistance capabilities. And two, it allows a customer who did not find their answers through our Help Center to the front of the line – rewarding and incentivizing the customer to try the self-help channels first.
In the end, we have created a system that is integrated and customer friendly where the customer needs are met with little to no additional steps on the customer’s part, while at the same time delivering efficiencies to the business. What a great experience.
Learn more about Brian & Booker Software's experience, here.