Session ID: 10294

Abstract: This presentation will discuss legacy On-Premise strategic CRM (Siebel Service implementation) & Oracle Service Cloud integration (Right Now). These two integrated solutions provide a comprehensive customer experience solution for multichannel web and contact center service management. This implementation resulted in efficient experience for Insperity’s customers as well as contact center teams. This presentation reviews the architecture, product features, outline the expected benefits, and describe implementation/usability challenges and probable usability solutions.

Objective 1: On-premise CRM (Siebel) & Oracle Service Cloud (Right Now) Integration Architecture

Objective 2: Discuss Service Cloud usability issues

Objective 3: Describe unforeseen challenges with Siebel & Service Cloud integration

Objective 4: Insperity advantages derived after go-live and future platform plans

Audience: -All-