Illy Coffee was looking for a solution to manage outbound campaigns with lead contacts stored in JD-Edwards. Through an agile response WeSquare (Certified Specialist Gold Partner in EMEA) created a proof-of-concept integration between Oracle Service Cloud (RightNow) and JDE over the weekend.
This impressed the customer so much that they bought Oracle Service Cloud and started the implementation project with WeSquare and local Italian partner Alfa Sistemi. The customer wanted to slowly phase-out JD Edwards investment and found that Oracle Service Cloud together with WeSquare could best help them with this, beating Microsoft and SFDC.
The plan for implementation consists of 3 phases. In the first phase RN is used for outbound marketing campaigns. WeSquare has developed an add-in to Oracle Service Cloud to automatically create 10.000 incidents for the outbound campaigns, so call center agents can go through the incidents by calling (both consumers and businesses). The contacts were both for existing customers (stored in JDE) as well purchased lists. Incidents that lead to a sales are linked back to the JDE system. The first phase was successfully rolled out in Spring 2014.
In summer 2014 the next phase was initiated. In the second phase the full Oracle Service Cloud Cross Channel Contact Center (email, telephone, chat) solution is being implemented. This includes a CTI integration with the Genesys platform with Open Methods. This project is currently under way. As a custom Forward and Track module was implemented with which agents can forward an incident that needs action and updating by 3rd parties. The 3-rd party recipient receives an email with an URL which leads to a webpage where the recipient can see the full incident thread, add information and update the status of the incident.
The next phase would be to deploy Oracle Service Cloud in their North American Call-Center.This is a great example of how legacy on-premise investments can be protected yet gradually phased out using Oracle Service Cloud. For more information contact WeSquare.