Wednesday Aug 10, 2016

Get Excited for Oracle OpenWorld 2016 with Oracle Service Cloud!

Check out why you absolutely cannot miss this year’s Oracle OpenWorld event.

Get the Keys to Drive Service for the Next Generation
There’s been a lot of talk in the customer service space around “Service for the Next Generation” – but, what does it mean and what is the roadmap to success? Join Jeff Wartgow, Product Management, Oracle Service Cloud, as he outlines the modern customer journey.  See what the future of customer service looks like, including the growth of organic channels, knowledge-driven service and the evolution of everything-as-a-service. Experience the Oracle Service Cloud vision through the lens of today’s leading brands. Also find out what you can do now to approach IoT, contact center engagement, mobile and chat trends to create effortless experiences during, “The Next Generation of Modern Customer Service.”

Then learn how Oracle Service Cloud’s solutions are evolving to meet customers’ digital needs and personalized service expectations during, “The New Dimensions of Chat and Messaging.”

Connect with Customer Service Visionaries
Hear firsthand how customer service leaders from brands like Lane Bryant, Overhead Doors, Nintendo, and Cincinnati Bell are tackling today’s customer experience landscape. Attend their sessions to learn about their service transformations, their successes, challenges and best practices gained along the way! Take advantage of the opportunity to connect with your peers to get the inside scoop on strategies and solutions to deliver business results. 

Not to mention, get a Modern Service Survival Guide with Constellation Research’s Dr. Natalie Petuoff, Kohl’s, and Stephen Fioretti, VP of Outbound Product Management, Oracle Service Cloud. Attend this session for actionable steps to empower your customer care team to deliver award-winning engagements amidst the current customer-powered economy.

Learn about Exciting New Solutions
Learn about our latest offering – Engagement Cloud – at OpenWorld. Discover everything you need to know in the following Engagement Cloud sessions:

  • Introducing Engagement Cloud – a New Way to Engage Your High-Value Customers
  • Channel Surfing – Empowering Multi-channel Service Agents with Engagement Cloud
  • Delivering Knowledge-driven Self-Service With Oracle’s Engagement Cloud

And, join us at the demo grounds for an Engagement Cloud demo, Where Service Meets Sales, and in the Mini Theater for the Oracle Engagement Cloud Sneak Peak. We’ll have product experts on site to answer all of your questions.  

Chat and Get Hands On Support with Oracle Service Cloud Experts
The Oracle OpenWorld agenda includes 19 Service Cloud-specific sessions, covering all of our solutions – Cross-channel Contact Center, Web Customer Service, Knowledge Management, Policy Automation, Field Service and the Oracle Service Cloud Platform. Browse our service sessions in the session catalog or view this handy Focus on Document.

We’ll also have experts on-hand in the Demo Grounds, Mini Theatre sessions, and Hands-on Labs to give you front row access to solutions and exciting new features released. And, don’t forget to check out our partner exhibitors in CX Central: AmberLeaf, Chatbox, eVerge Group, Five9, Helix Business Solutions, Monad Solutions, OpenMethods, SoftClouds and Stone Cobra!

Kick Back, Relax, and Rock Out at the Customer Appreciation Event GRAMMY Award-winner Billy Joel will take the stage at the Oracle Customer Appreciation Event, sponsored by Intel and Tata Consultancy Services. Join the Oracle team, partners and peers at this can’t-miss event on Wednesday evening, September 21st. Full details can be found here.

Need more information? Check out the Oracle OpenWorld website for the full scoop, and register to attend here. And, join the social conversation around OpenWorld by using the #OSvC and #OOW16 hashtags and mentioning @OracleServCloud. We hope to see you there

Wednesday Aug 03, 2016

Investing in Mobile Apps? Help Your Customers Use Them!

By Michelle Brusyo, Senior Product Manager, Oracle Service Cloud

Mobile applications are a great way to create an optimal brand experience for customers who prefer to do business from their phones or tablets. But what happens when they have questions or need help while using your app? Depending on the device, screen size, resolution, region, app version (or dozens of other factors), your app may appear or function differently from customer-to-customer. Coupled with the fast pace at which mobile environments change, it’s become crucial that agents have the ability to co-browse with mobile customers in order to quickly understand and solve issues.

Design Your Mobile Customer Experience

Businesses put a great deal of thought into the experience they’re creating when building a native mobile application for customers. What needs does the app meet? How is the content streamlined to be optimal for a mobile device? How does the in-app experience connect with the brand’s web experience or its mobile web experience? But one aspect that’s often overlooked is how the business will serve customers who run into a question or problem using the app. Planning for long-term service needs can be as simple as building in easy-to-use live help access, like Chat or an 800 number, and it should always include the ability to co-browse with customers who are using the app. 

Equip Your Agents with the Right Information

While some businesses have dedicated agents ready to support issues related to the mobile app, contact center agents often have mixed responsibilities that may include app support. In either case, it’s difficult for agents to stay on top of how the company’s app functions on an Android Device vs. an Apple device vs. a Surface device, or which features are available in a specific customer’s version of the app. The simplest way to ensure agents are familiar with a customer’s app is to give them the ability to see the app on the customer’s screen in real-time. The same benefits businesses achieve by co-browsing with online customers apply to interactions with customers using a mobile app, with the added benefit of solving for all the variables associated with how content displays on mobile environments.

Guide Your Customers into the Mobile Age

Not all customers are comfortable turning to mobile applications to do things like shop, bank, or make travel arrangements. But these industries have spent years transforming to offer web-centric and now mobile-centric customer experiences. Co-browse technology gives businesses an opportunity to help customers – no matter how tech savvy – confidently utilize the web and mobile platforms in which the brand has invested. By having the ability to co-browse with customers directly within a mobile app, agents can show customers exactly how to do something when they get stuck. Being able to depend on this level of understanding and service builds long-term customer loyalty while driving usage of self-service mobile tools.

Maintain Visibility Beyond Service

While co-browsing plays a crucial role in helping less tech-savvy customers utilize mobile features, it also plays an important role in making long-term improvements to the app. A mobile application is designed to be user-friendly, so when customers do have a question or problem while using the app, it’s important to understand exactly where and why these customers are getting stuck. Co-browsing can help agents uncover and document bugs, common customer issues/complaints, or anything in the app that isn’t delivering the desired experience.

Oracle Co-browse is easy to add to a native Android or iOS mobile application via a simple SDK, and the ability to do so is included with a Co-browse subscription. For more information visit

Friday Jul 22, 2016

How Toshiba Medical Systems Europe reinvents their Service Experience to bring innovation to life!

By Cyrille Geeratz – Account Director, TMSE and Oracle (Field) Service Cloud @CyrilleGeeratz

Imagine a young couple eagerly going to the hospital to have their first-ever ultrasound scan. They are very anxious to finally see the new life they’re bearing and hear its heartbeat for the first time. But, they are also a bit nervous since they want to be sure that all vitals are good. And then imagine the deception and anxiety when they arrive to the hospital, only to hear the ultrasound machine has broken down and they have to make a new appointment next week.

Reliable and safe availability of high-tech medical equipment is vital to maintain modern society’s quality of life. Whether it is in happy moments like parents expecting their first child, or in sad moments when battling a terminal illness.

To achieve this it’s vital that modifications and preventive maintenance are handled in a timely and controlled manner. Swift and prompt response to incidents is of utmost importance.

Toshiba Medical Systems Europe (TMSE) operates a 375-man-strong team of highly skilled engineers across Europe to serve their installed base of medical equipment at thousands of hospitals and clinics. High quality, safety, maximum uptime of equipment and a strong customer focus are key values for TMSE’s engineers. To maintain their competitive edge and position their Service Experience as a competitive differentiator, TMSE has teamed with Oracle to reinvent their service delivery model.

After an intensive and highly detailed vendor selection process, TMSE has selected Oracle’s CX portfolio as the solution to bring their service delivery into the next century.

“With Oracle (Field) Service Cloud we are taking the next step, entering a new era of customer service: delighting our customers with the support we provide and empowering our employees with state-of-the-art applications to do their work,” says Johan Lombaerts, Senior Manager Service, at Toshiba Medical Systems Europe. “In doing so, we strive to strengthen and streamline communication with customers, provide them the ability to choose their preferred communication channel and access self-service tools at their convenience. It is also our goal in this initiative to increase employee satisfaction for back-office staff and field engineers, and improve the accuracy of the data we collect in order to strengthen our analysis capabilities and continue improving.”

In the first phase TMSE is bringing The Netherlands, UK and Sweden live on their new Oracle Service Cloud and Field Service Cloud platform, which enables TMSE to:

  • Streamline communication with customers, routing incoming calls or incidents to 100 agents on the customer’s preferred channel – including phone, chat, SMS, email and an online portal

  • Provide Call Center agents with the tools they need to easily determine a customer’s entitlements on their medical equipment

  • Ensure that critical customer and asset data is shared with resources at every step of the service process – contact center representatives, dispatchers, field resources and even supervisors

  • Improve response times when maintenance is required on assets in the field, reduce asset downtime and customer disruption

  • Drive operational efficiencies in the maintenance and repair of its medical devices, improving field engineer productivity while reducing costs associated with travel and overtime

  • Empower field engineers by providing them with access to relevant knowledge and peer-to-peer collaboration tools in the field via their mobile devices

  • Improve accuracy of the data collected in the field and ensure that it gets recorded and shared across the organization properly

  • Increase overall customer satisfaction and exceeding customer expectations and experience by accessing up-to-date information anywhere


Thereafter, TMSE will swiftly rollout the new solution across the rest of Europe. In the meantime, they will deliver a customer service portal where hospital staff can log inquiries on the equipment, see the service and contract status, and schedule or change maintenance visits.

TMSE is planning to raise the bar even higher in a third phase by utilizing Oracle Policy Automation Cloud to automate post-installation and post-repair checklists and generate a compliance report automatically to adhere to legal requirements.

It’s my vision to ultimately support Toshiba Medical Systems Europe to tap into the Internet of Smart Things to enable both service staff and engineers to remotely service equipment and to move towards the concept of Predictive Maintenance.

By leveraging data constantly collected from connected equipment, TMSE’s Service organization can ultimately better predict when services will be required and, eventually, shift to a more proactive maintenance and repair model. This will not only reduce asset downtime and allow TMSE to be even more efficient in their field service planning. Ultimately, it will positively impact the hospitals’ productivity and perhaps most importantly: ensure that TMSE’s medical equipment is there to support the quality of life we have become so accustomed to.

To learn more about Toshiba Medical Systems Europe, please read here.

Your field service organization can also achieve smarter, streamlined field operations thanks to IoT, but you must start developing your IoT strategy today. Ready to get started? Check out our guide, Three Things That Your Field Service Organization Needs to Know About the Internet of Things (IoT), which outlines the top things you’ll need to know in order to start implementing a successful IoT strategy today.

Monday Jul 11, 2016

Join "Customer Service is the New Marketing" Webcast

By JP Saunders, Senior Director, Strategy @JPSaunders

The promise of a great experience can only be delivered on when customer service makes it!

Customer Experience (CX) is an “outside-in” strategy businesses embrace to achieve brand loyalty, satisfaction, and sustainable growth. Yet, many businesses are failing at CX due to their lack of ability to apply the unfamiliar thinking, behaviors, actions and measures to transform into a customer-centric brand that stands out from the rest.

All too often CX efforts are left as an expensive IT or marketing lead innovation that makes a promise to its customers of a bigger and better experience. The result is higher expectations and increased customer churn from a failure to deliver on the experience (87% of customers leave after one bad experience), and ongoing increased acquisition spending to achieve the desired growth.

We cannot solve our problems with the same thinking we used when we created them.
 ~ Albert Einstein

Successful business leaders, who are dominating their industry markets, use a CX strategy that has a focus on the consistent and reliable delivery of their promise to their customers. They strengthen that relationship by making Service and Support a main priority of their CX investments. They transform customer service departments from a contact-center cost-center, into a strategic engagement-center and profit-center. In turn, empowering agents to intelligently and proactively engage with customers to strengthen loyalties, increase experience innovation effectiveness, and reduce overall growth/acquisition costs.

Join a panel of experts, including Oracle’s Senior Director of Strategy, JP Saunders, in the latest discussion that addresses how customer service is evolving to become a strategic arm for the business. Hosted by CRM Magazine, a preferred destination for information relevant to the CRM user marketplace, you will walk away with ideas and actions to help transform your business’s customer service experiences.

Tune in to the upcoming webcast on Wednesday, July 13th to get answers and learn how to:

  • Leverage automated interaction analytics to uncover customer sentiment drivers.
  • Transform discoveries into actionable strategies to improve FCR, CSAT, and NPS.
  • Avoid the common pitfalls of customer experience initiatives that damage brands.
  • Improve the customer experience by incorporating active monitoring.
  • Bolster engagement strategies to provide modern customer service and support.
  • Align technology adoption with engagement and value metrics to meet your goals.

  David Myron – Editorial Director, CRM Magazine

Brian LaRoche – Product Marketing Manager, CallMiner

Erik Delorey – Product Marketing Manager, Contact Center Solutions, Empirix

JP Saunders – Sr. Director Strategy, Oracle

Friday Jun 24, 2016

Pella Teams with Oracle on Customer Service Strategy

Celebrating its 90th anniversary, Pella Corporation, one of North America’s leading manufacturers of windows and doors, continues to innovate its customer service strategy with flexible technology solutions and a holistic, 360-degree view of not only direct customers, but sales branches as well as field service operations. 

Teaming up with Oracle Service Cloud has enabled Pell to deliver consistent, high-quality customer service experiences no matter how they engage – whether through email, phone, chat, social media or even during in-person appointments that happen at customers’ homes or businesses.

Using Oracle Service Cloud, along with Oracle Marketing Cloud and Oracle CRM On Demand Sales, Pella can deploy service agents where demand is growing and empower those agents with access to the entire customer record at the moment the customer calls in, allowing them to view a complete history of products owned, purchased, and serviced. Pella contact center agents and field service technicians now have a unified picture of the company’s interactions with customers, driving satisfaction and loyalty for both customers and employees.  Not only does Pella successfully manage the entire value chain with one central cloud customer service platform, but they also have the tools to measure service performance.

Now, service agents and field techs are solving more service issues on the first call than ever before – service agents may have one 8-minute call, versus two 6-minute calls. Also 75% of the time Pella has been able to solve a particular customer service issue within the first 24 hours of it being reported.

“Having these capabilities provides an experience that our competition can’t deliver,” says Rick Hassman, CIO at Pella.

Hear about Pella’s strategy for keeping up with rising customer expectations and growing communication channels firsthand at the 17th Annual Call Center Week Conference and Expo, June 27-July 1, 2016. Arvin Pleima, Director of Customer Service and Logistics at Pella, will share more on Pella’s success with Oracle Service Cloud in a session, titled “Building a Differentiated Customer Service Strategy and a Unified Contact Center,” at 4:35 p.m. on the 29th.  

Not able to attend the conference? You can learn more about Pella’s customer service strategy and its partnership with Oracle in this article.

Share Pella’s interesting story and upcoming discussion socially:

Tweet This –

The secret to @Pella_News #custserv success? A united #contactcenter & differentiating #CX w/ @OracleServCloud 

.@Pella_News to share inside look into #custserv strategy success w/ @OracleServCloud at #CallCenterWeek #cctr

Facebook Post This –

Pella shares their story on building a differentiated customer service strategy and unified contact center with @Oracle Service Cloud at Call Center Week! Join their session on Weds, June 29th at 4:30 p.m. #callcenterweek #custserv #cctr #CX

Pella celebrates 90th anniversary, and continued customer service innovation! Learn how @Oracle Service Cloud enabled them to unite their contact center and deliver customer service excellence #custserv #cctr #CX

Friday Jun 17, 2016

CRM Evolution 2016 Highlights

By Anna Sabryan, product manager, Oracle Service Cloud

The Oracle Service Cloud team just got back from one of the leading customer centric events of the year, CRM Evolution 2016.  It was exciting to hear first hand from the impressive lineup of speakers and global industry experts including Paul Greenberg, The 56 Group, Esteban Kolsky, ThinkJar, Brian Solis, Altimeter Group, and Denis Pombriant, Beagle Research.  Also glean insights from leading Forrester analysts Kate Leggett and Ian Jacobs, on delivering stellar customer service across rapidly evolving touch points.

One of the event highlights was learning from Sentara Healthcare and Meridium about the challenges of delivering modern customer service.  In addition, they provided advice on several contact center engagement topics including navigating the adoption of new service channels, empowering a customer-centric culture across channels, and harnessing omni-channel service to get to the data that matters.

Meridium, a leading provider of Asset Performance Management (APM) software, also stepped on stage to share how they succeeded in delivering positive customer service experiences partnering with Oracle Service Cloud.  Streamlining customer service processes and implementing industry leading tools helped Meridium achieve some outstanding results over the last two years, including significant cost savings, reducing call handling times and much more!

Here are a few impressive results Meridium has achieved:

  • 76% increase in customer satisfaction
  • 76% increase in initial response time
  • 20% increase in self-service deflection
  • 46% increase in case submission savings

For more insights, watch Elena Brown discuss it first hand at CRM Evolution and check out my follow up post on how great service is still the best marketing weapon!

Monday Jun 13, 2016

Using Technology to Deliver Connected Service Experiences

By Shon Wedde, Senior Director, Product Management, Oracle Service Cloud

We live in a time of rapid growth in social media, messaging services, and mobile technology. Our adoption of these technologies has resulted in a consumer-driven transformation in the way businesses engage with consumers. As each technology emerges, businesses have quickly moved to support the demand for new communication channels across their self-service and assisted-service engagement offerings. The next wave of engagement transformation has emerged.

The Internet of Things (IoT) changes everything! That’s a pretty powerful statement, so what does it really mean? Let’s start with the definition. Internet of Things (IoT) generally refers to uniquely identifiable objects and their virtual representations in the connected high-tech world we live in today. It is a general term used in reference to smart-enabled connected products and services that include people, processes, and sensor-enabled machines, all connected to the cloud (a.k.a. the internet). As an example, a common IoT application today is home automation, allowing you to control IoT-enabled home light switches from an app on your phone.

The origins of IoT are found within the operational departments of industries like Manufacturing, Logistics/Transportation, Healthcare, and Utilities, under the label of machine to machine (M2M). The focus of M2M investments was, and still is, on operational efficiency and uptime. M2M investments enable business operators to monitor capital investments in an effort to maximize operational efficiency and reduce downtime. Technology investments fuel additional advancements – most importantly the rapid increase in processing power, an exponential decrease in size, and an increase in low-cost available computing power. The combination of reduced size, lower cost, and increased processing power has fueled rapid expansion of the availability of smart-enabled devices to penetrate many markets. To clarify, these smart devices are not yet IoT-enabled. The one additional component required to spark the explosion of IoT devices is low-cost, reliable connectivity. The growing availability of low-cost, reliable wireless data services has bridged the final gap and enabled connectivity to the cloud. 

Though it’s challenging to predict the IoT growth rate, analyst firms estimate that by 2020, the IoT market could expand to as much as three trillion dollars and as many as 50 billion connected devices. This translates to many devices for every person on the planet!

Today, internet-enabled devices are all around us: in our cars, homes, sports equipment, attached to our bodies, and even ingestible. Wearables, such as fitness-tracking watches, are incorporated into our daily lives and help us track our health goals. Emerging now are context-aware capabilities such as we see in self-driving cars with features like autopilot. With the rapid explosion of IoT-enabled products, I’m often asked, “How does IoT apply to my service organization?” When it comes to IoT, customer service organizations will be expected to solve a customer’s problems through insights gleaned from the device or service with minimal input by the consumer. Through competition from new service offerings, they will quickly move to offer proactive and predictive engagement plans. Consumers will expect businesses to offer such plans when there is an issue, and even resolve the issue, before the consumer is aware. Imagine receiving the following message by phone or email:

“Your lawn mower motor has a problem – this product is under warranty and a replacement motor will ship today. Here is your tracking number and a link to a video explaining the simple steps to install the new motor.”

Now THAT’S service! 

IoT Enabled Service innovation can help your business:

  • Deliver a better customer experience
  • Compete in existing and new markets
  • Offer new services that will delight customers
  • Quickly bring  new capabilities to market
  • Benefit from operational improvements and efficiency
  • Decrease inbound customer support calls
  • Help customers through one-to-one sales and service
  • Align products and services to customer needs

The key to making this happen is connecting all the key components to enable service transformation.

The key transformational elements include:

  • Connect - capture real-time data from self-monitoring devices, processes, and applications
  • Analyze – discover insightful information, and drive next best actions
  • Engage – the right resource, at the right time

To support your goals Oracle can help you:

  • Connect – with Oracle’s IoT cloud service
  • Analyze – leverage business intelligence in the cloud
  • Engage – use Oracle Service Cloud, and where your business has special service delivery needs: policy automation, mobile, and field service

Want to take a deeper dive?  Watch this video or read Mckinsey’s article.

Visit the ‘Learn More’ tab on and for additional information on IoT and Service Cloud respectively.

Monday Jun 06, 2016

Service for the Next Generation

By Jeff Wartgow, Director, Product Management, Oracle Service Cloud

Recently I had the opportunity to join many of our customers at Oracle’s Modern Service Experience in Las Vegas. Attendees were presented with a huge variety of solution demonstrations, analyst sessions, and customer panels. During this high-energy event we also had the opportunity to answer a burning customer question: Where is all of our technology headed? Here’s how we answered and outlined how the Oracle Service Cloud team will continue to help drive the evolution of service.

In the past, we lived in a world of multi-channel – in which customers would pick a channel and received all service via that one channel.  Knowledge was in silos, so a customer would have to navigate through an organization in order to find the person who had the answer they needed.  Finally, all service was assisted, and you always engaged directly with a service provider.  Fast forward to today…

Multi-channel has now been replaced with the concept of omni-channel, where a customer might contact a company via the web, and that company might respond back with a text message or a call. Or a customer might initiate contact via social media and then switch over to a messaging app as the conversation continues. Customers move from channel to channel throughout the customer journey.

Customers no longer need to hunt for the person with the right answer.  In our knowledge-supported world, any well-trained customer service rep can look up the answer.  We have also moved beyond assisted service to a world of self-service, where customers do not need to engage a person at all, but can find answers on their own.

Now we are faced with the question…what happens next?

The Advent of Organic Channels

We believe that the omni-channel experience will continue evolving into what we call “Organic Channels,” with “organic” defined as multiple elements forming a whole. In this concept, customers will not move from channel to channel throughout their journey, but will combine channels together simultaneously, creating their own unique experience.

Have you ever spoken with a customer service rep on the phone, while searching through that company’s website at the same time? Have you ever taken it a step further, and started a chat session, or visited a community for more information – all during that same engagement? As customers, we have the power to move beyond the invisible rails of an omni-channel experience, by overlapping multiple channels creating our own experience.

This phenomenon expands the vision for the Oracle Service Cloud because our product will not only need to accommodate each new conversation channel, but also accommodate the infinite number of channel combinations that can appear organically at any moment, and will disappear at the end of each customer engagement.  

Our vision is that our platform will enable organizations to manage and even create dynamically changing channels composed of multiple elements.  In addition, we will provide the toolkit to build and manage these integrated experiences, and provide visibility into customers creating their own experience.  Regardless of whatever new channels or combination of channels the market can create, our platform will meet the challenge.

Organic Channels also create new challenges. Most notably, if service channels become so dynamic, how can a company offer a consistent quality experience? The answer lies in knowledge systems.

From Knowledge-Supported to Knowledge-Driven Service

The Oracle Service Cloud team envisions knowledge-supported organizations evolving into completely Knowledge Driven organizations. 

In order to explain the concept of Knowledge Driven organizations, let me tell another story.

Back in the early 90s, if you wanted to purchase stock you went to a stockbroker. Why did you do this? First, they had a terminal where they could place an order. Second, they had access to all stock research, which was impossible to get as an individual. Third, the stockbroker was plugged into a community of other investors, who shared information about hot stocks and trends in the market.

Basically a stockbroker was an individual who was supported by all these knowledge systems.

Fast forward to today…

If you want to purchase a stock as an individual, you no longer go to a stockbroker. You more likely go online to a brokerage like e*trade, Scottrade, or Ameritrade. Why do you go to these sites? First, they offer a terminal where you can place an order. Second, they have digitized all the stock research, so you have all the reports right at your fingertips. Third, they offer automated guided assistants providing investment advice. These sites can even connect you to communities of other investors sharing information. However, in the event that none of these systems can get you the information you need, they will put you in touch with a live stockbroker.

Do you see the change? At one point you went to a stockbroker who was supported by knowledge systems. Now you go to knowledge systems that are supported by stockbrokers. The two players have simply switched places.

This is not a new concept – we have seen this happen everywhere, from how we book travel to how we prepare our taxes. We believe that this phenomenon has hit critical mass and that all industries will start to demand this style of service.

As part of Oracle Service Cloud’s vision, we are building the tools to allow any organization to become completely knowledge-driven, where your customer’s first interaction with your brand will be through one of your automated knowledge systems, and your customer service reps will only handle the exceptions.

However, accomplishing this goal requires much more than just a robust knowledge database.

Oracle’s knowledge vision includes our drive to unify all sources of knowledge. However, we are going a step further. With our community developments, we aim to unlock unstructured tribal knowledge. Finally, with our work in knowledge automation, we aim to allow our systems to answer any question, even if the answer is “it depends.” These different knowledge tools working in concert empower customers to get the answers they need through any channel, even one they created organically. 

Furthermore, transitioning to a knowledge-driven organization enables companies to scale, because unlike human experts, the knowledge system does not eat, does not sleep, can monitor every channel, and speaks every language.


Finally, the combination of Organic Channels and Knowledge Driven organizations power assisted service and self-service to evolve into everything becoming a service.

At Oracle, we have access to all sorts of cool technologies. What happens if you start introducing new technologies into the organically created service channels? Technologies like natural language processing, the Internet of Things, and componentization.

Once you inject these new technologies you can unleash new capabilities, such as the ability to offer Service-as-a-Feature, create self-solving products, or offer insight-driven and predictive service.

Introducing these concepts can help organizations to change their entire business models. Service organizations can become sales organizations, machines can travel the entire customer journey on behalf of the customer, and almost any product can be sold as a subscription service.

Change is constant in any industry. There will always be another generation of users, companies, and technologies impacting business and our personal lives. Oracle Service Cloud’s vision follows this natural evolution in the service industry, including the advent of Organic Channels, the market-wide movement to Knowledge Driven organizations, ultimately leading to all company offerings becoming services. We are excited about this journey and hope you will join us as we embark on powering service experiences for the next generation!

Thursday May 26, 2016

ICMI and Gartner Recognize Oracle Service Cloud’s Leading Customers and Solutions

It is always exciting to celebrate our customers’ award winning contact center teams and their approach to delivering innovative service experiences.  Last week the Oracle Service Cloud team was front and center at the ICMI Contact Center Expo in Long Beach to cheer on our customers who were 2016 ICMI Global Contact Center Award recipients. Leading organizations such as Kohl’s (Winner Best Large Contact Center), WageWorks (Runner-Up Best Large Contact Center), and Church Pension Group (Runner-Up Best Small Contact Center) were recognized by ICMI as “pioneers in the contact center industry” and “for leadership, vision, innovation and strategic accomplishments within the customer management industry.”  Congratulations again on being best in class customer care organizations!

(Pictured above Kohl’s and WageWorks Award Winning Customer Care Teams)

Not only are our great customers getting recognized, but Gartner just named Oracle Service Cloud a leader in the 2016 Magic Quadrant for the CRM Customer Engagement Center! We believe Gartner naming Oracle Service Cloud a leader is testament to our stellar customers and how they help guide the development and direction of Oracle Service Cloud. We can’t thank them enough for working with us to build solutions that meet their customer service needs and we are always striving to help them deliver an exceptional customer experience. That is truly the major competitive differentiator in today’s customer powered economy.

Now, even though this sounds slightly nerdy, when you work in an environment that lives and breathes customer experience, being recognized by Gartner as a leading customer engagement solution
again for breadth of cloud customer service functionality including mobile, knowledge, field service, chat, analytics, co-browsing, not to mention good, clear cost of ownership, strong professional services, and enterprise scalability is pretty darn cool!

You can
find out more details about the Customer Engagement Center market by downloading the full analyst report here

We encourage you to check out
Oracle Service Cloud’s product strengths, complimentary built in applications, straightforward set up, pricing and configuration that doesn’t require deep IT involvement or confusing cost of ownership.

The Oracle Service Cloud team works hard to bring solutions to the table that help organizations tackle their most critical customer service challenges.  It is always rewarding to see how these efforts are driving results for our much appreciated (and award winning) customers!

*Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose

Tuesday May 24, 2016

Can’t-Miss Webcast: Empower Field Teams with Better Knowledge

By Jeffrey Wartgow, Director, Product Management, Oracle Service Cloud @jwartgow

The average person today can instantaneously find the answer to almost any question, from anywhere – simply by running a quick search on their smartphone or tablet. No definitive answer on the web? No problem! That same customer can turn to peers on Twitter, Facebook, LinkedIn, YouTube, etc. too for help, opinions or practical advice.

We live in a new reality with on-demand solutions to virtually any problem, so naturally our expectations for the brands with which we interact have changed. We expect service professionals to have access to the same or better information as we do at their fingertips – thanks to their sophisticated customer support platforms. If we can source answers to our own difficult questions, service representatives should be able to solve the most complex customer service problems by sourcing information about us, the products we own and how their peers have approached the same or similar problems in the past.

This is easy to say, but much more difficult to execute in practice. Especially for field service employees – the individuals tasked with providing service at customers’ homes and businesses. Furthermore, recent Aberdeen Group research reveals that increased product complexity and service workforce attrition and turnover can make delivering great customer service even more difficult.

The key to empowering field service representatives to solve complex problems quickly is to give them access to powerful knowledge and help them collaborate better with their team members.

Aberdeen also found that best-in-class field service organizations recognize the need to improve the quality of information they provide to their field service representatives, and the direct impact on customer service: 39% are focused on improving the quality/relevance of service data and 38% are focused on improving service information capabilities like mobility and knowledge sharing (listed in the top four of goals for service).

Interested in learning more about how best-in-class field service organizations are leveraging knowledge to help their field teams to deliver faster, more-efficient field services that result in fantastic customer experiences? Discover how they’re doing it – and how you can get started! – at the upcoming Aberdeen Group and Oracle webcast:

Knowledge is Power: Empower your Field Teams with Timely, Contextual Answers and Information
Tuesday, May 31st @ 11 am PT / 2 pm ET

Aly Pinder Jr., Senior Research Analyst, Aberdeen Group and Jeffrey Wartgow, Director Product Management, Oracle will discuss:

  • The state of the service market in 2016
  • The impact of knowledge management on the field
  • The evolution of the customer experience in field service
  • The future of service in the field – and much more!

Register today.

We hope to see you there!


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