By Rajesh Kalra-Oracle on Nov 17, 2014
Oracle RightNow Cloud, the eminent component of Oracle Service Cloud, makes it possible for organizations to better understand their customers, and quickly deliver apt answers through preferred service channels and devices. Whether your organization needs to deliver web customer service, enable a cross-channel contact center, or provide faster service in the field - Oracle RightNow Cloud makes it easy for customers to engage with your brands; your employees to serve customers; and your organization to adapt to changing business needs.
To fulfill more connections, more channels, and provide even greater flexibility of integration to better serve customers needs, Oracle Cloud Adapter for RightNow has been introduced on the market leading SOA Suite 12c platform.
The Oracle Cloud adapter for RightNow provides intuitive wizard based approach common to all Oracle Cloud Adapters. It eliminates the complexity of cloud integration by encapsulating session management, simplifying security, and pruning many manual steps. The graphical adapter provides highly declarative way to discover the RightNow objects and operations of choice, and build the integration. The RightNow Cloud Adapter lets you connect to other cloud and on-premise applications via Oracle SOA Suite 12c which supports over 200 integration adapters and technologies.
The time to market for service solutions spanning RightNow Cloud and on-premise applications (viz. E-Business Suite, Siebel, SAP), or other cloud applications will be significantly reduced by leveraging the RightNow Cloud Adapter. These solutions also expand the value of the applications to the organization. Some of the examples of complementary business solutions that will benefit from RightNow Cloud Adapter include:
- Agent Dispatch for Field Service: RightNow Cloud Agent interacts with a customer via phone, chat or email and leverages back office functionality to schedule and dispatch a technician.
- Service interactions for Sales and Marketing: Share customer information with your marketing and sales automation applications, as well as enable your sales account management teams to view service incidents with products.
- Agreement Renewals: Enable RightNow Cloud customers to renew agreements/contracts residing in a different application.