Monday Feb 24, 2014

Oracle Service Cloud February 2014 Release – Streamlining Great Customer Service by JP Saunders

Time REALLY is money. You’re making money or losing it. Customers will either buy from you again, or they won’t. On average, seventy-one percent of consumers surveyed agree: "Valuing my time is the most important thing a company can do to provide me with good customer service."1 So for consumers and for businesses, the "Is the juice worth the squeeze?" question comes down to how much juice (value) you deliver from how much squeeze (effort). You will pay a high cost in terms of relationships, reputation, performance and profits on slow, fragmented and inconsistent customer service.

If your organization seeks to provide great customer experiences, making your service processes faster and simpler is a good place to focus your efforts. The February 2014 release of Oracle Service Cloud provides a variety of enhancements that will help you streamline your customer experiences. Here are just a few highlights from the release.

1. Understand and Route Based on Customer Needs FASTER

Oracle Virtual Assistant Cloud Service is an online concierge made up of a combination of products designed to take complexity out of the online experiences by using human-like conversational language capabilities that truly understand human speak and predict human intent. New interface extensions in the latest release enable Virtual Assistant to draw on customer profile and interaction history, providing a more personalized experience and a streamlined dialog since it asks for data only when it is needed. The latest release is also enhanced with feedback reporting to help you understand the performance of Virtual Assistant in the service process. With the ability to drill-down to specific comments in poorly rated interactions, you can identify weaknesses and take corrective action to improve them.

2. Handle Complex Self-Service and Agent-Assisted Resolutions SMOOTHLY

For organizations seeking to automate business policies, Policy Automation provides the ability to quickly transform complex customer interactions through personalized, consistent, and transparent advice across channels. In this latest release, Policy Automation further streamlines the customer interview process for both customers and agents with new calendar controls and tabular data entry. Customer Service Agents are now better equipped to handle customer interactions with support for sub-interviews that follow the natural flow of the customer interaction. Additionally, the information captured in the interview and the results can be saved back to the incident for historical tracking purposes. And, you can expand the reach of these dynamic customer interviews to more customers with support for more languages – Danish, Norwegian, Swedish, Portuguese, Japanese, and Italian.

3. Deliver Timely Agent Assisted Responses CONSISTENTLY

In today’s world of anywhere, anytime service, customers often expect customer service agents to respond to customer issues on the spot. With Oracle Service Cloud’s Mobile Agent App, roaming customer support agents and managers can access their contact center information "on the go," increasing productivity and customer responsiveness. This latest release allows you to tailor your mobile application in order to streamline access to the information needed to resolve the customer issue. Full support for Custom Objects provides mobile access to important information that’s unique to your customer service processes. Mobile workspaces are enhanced with new controls, allowing you to embed analytics, integrate with external Websites, and display SmartSense controls in the workspaces. And, lastly, the Mobile Agent App allows agents to upload pictures from their iPhone camera and photo roll to objects that support attachments, further increasing the agents’ ability to troubleshoot and respond rapidly.

For more information on these high-value features, please watch the Oracle Service Cloud – February 2014 Release Overview video, or read the Oracle Service Cloud – February 2014 Capabilities and Benefits data sheet.

1 Source: Understand Communication Channel Needs To Craft Your Customer Service Strategy, Kate Leggett, Forrester Research Inc, March 11, 2013

Tuesday Oct 01, 2013

Hail to the Chief ...

… the Chief Customer officer, that is. Even five years ago, this wasn’t a common title that I saw in companies. According to the Chief Customer Officer Council, Chief Customer Officers now exist at 46% of enterprises over $250 million. By the looks of it, the Chief Customer Officer is doing better at bridging differences than our political leaders today.

[Read More]

Friday Jul 12, 2013

Register early for CX @ Oracle OpenWorld and Save $500

CX @ OpenWorld September 22-26, 2013 | San Francisco
The imperative of being a CX (customer experience)/CRM leader is clear to most organizations. However, the path to achieving this is not. CX @ OpenWorld will deliver a combination of strategy and technology sessions, mini-presentations, interactive journey mapping workshops, and demonstrations—to help you deliver on your CX/CRM initiatives. You will also discover how Oracle technologies can support your business with both cloud and on-premise applications. You’ll hear Oracle’s CX vision and how we plan to address key trends in customer experience, including social, mobile, big data, and cloud. Come to CX @ OpenWorld and learn how to turn your CX thought leadership into action leadership.

Program highlights include:

  • Dedicated CX zone for CX/CRM, Moscone West, Level 3
  • 140+ CX sessions across CX Strategy and Design, Marketing, Sales, Commerce, Service, Social and Industry tracks
  • Cloud and on-premise application content, including Oracle ATG, Oracle E-Business Suite, Oracle Eloqua, Oracle Endeca, Oracle Fusion, Oracle Knowledge, Oracle RightNow Cloud Service, and Siebel
  • 15 Customer Journey Mapping workshops
  • CX Exhibition Experience
  • CX Industry Showcase Theater

Register today. Only 7 days left to save with the early registration discount. Early registration ends July 19, 2013.


 

•Meet the Experts sessions

Wednesday Apr 03, 2013

Talking Cloud in the Big Apple

Oracle held CloudWorld yesterday in New York City. You didn’t have to look far to see how important the cloud is to everyday life. It’s Spring Break for many schools across the U.S., and teens and tweens flocked to the Big Apple with their parents. It was hard to not to run into one of these young tourists, as they all seemed to be walking and using a smartphone at the same time.[Read More]

Thursday Jan 10, 2013

Avoid the “Social Silo” - Learn Why and How

Your customers, prospects, constituents, and future employees are on social networks today. Businesses need to be where they are and engage and communicate in new ways. The opportunity isn't limited to marketing. It's just the first step.

Social Selling, Service, Commerce, and Recruiting are external-facing opportunities that leading organizations are moving on right now. You have the opportunity to learn what this can mean to your business at an upcoming Oracle CloudWorld event near you. Read on to learn more.[Read More]

Friday Nov 09, 2012

Powerful Lessons in Data from the Presidential Election

Now that we’ve had a few days to recover from the U.S. presidential election, it’s a good time to take a step back from politics and look for the customer experience lessons that we can take away.

[Read More]

Monday Oct 01, 2012

Mark Hurd on Oracle's Strategy to Be the Best

Mark Hurd, President of Oracle, energized a packed audience this Monday morning at OpenWorld with his keynote outlining Oracle’s four-pillar strategy:

  • Be the leader at every level of the technology stack—applications, middleware, database, operating system, virtual machine, servers, and storage
  • Vertically integrate these levels into differentiated solutions
  • Offer Fusion, the next generation of applications, which are modular and can run in the cloud, on-premise, or both (hybrid)
  • Deliver this technology portfolio through industry lenses to help Oracle customers solve their problems while innovating and becoming more efficient.

Hurd’s message resonated throughout Monday’s Customer Experience (CX) sessions as we learned about Oracle’s investment in integrating its best-of-breed CX solutions to deliver an end-to-end suite that addresses every part of the customer lifecycle. For example, in the area of customer service, Oracle is developing enhancements to help contact center agents:

  • Better understand customer needs through social listening tools that are integrated with knowledge management
  • Empower themselves with internal collaboration and mobility tools
  • Adapt to customer needs by engaging them through chat during a service or commerce interaction so they can deliver a great customer experience while transforming from a cost- into a profit center.

Thursday Sep 06, 2012

Want to be part of the most meaningful Customer Experience conversation today?

Today's entry is written by Chris Warner, Director, Product Strategy at Oracle.

By now you’ve undoubtedly seen the blogs and announcements about Oracle OpenWorld. And perhaps you’ve also seen the news about OpenWorld’s newest sister event: Oracle Customer Experience (CX) Summit @ OpenWorld. Oracle CX Summit was created to be the most meaningful CX event, to be truly unique, to serve as the place to discover what it takes and what it really means to put the customer at the center of your business success. One long-time Oracle customer, when told about the Oracle CX Summit, put it this way: ‘This makes me rethink how I think about Oracle and Customer Experience’. Listen to what she heard and you be the judge.

We believe Customer Experience (‘CX’) is a movement, not just the latest ‘IT’ tech trend. CX isn’t something you can simply ‘install’. CX is one of the most strategic initiatives an organization can undertake. Customer Experience is about connecting with an organization’s most important asset, the customer, and the critical role that connection has to an organization’s success. And there’s never been a bigger gathering of the smartest CX minds, most successful CX companies, and innovative CX examples than Oracle CX Summit.

Take Subaru, for example. The company fully embraced the CX opportunity and their CX leadership will be on stage at the Oracle CX Summit to share their CX journey. They radically changed the way they interact with their customers, empower their employees, and differentiate their brand. And this is a story with a phenomenal happy ending: in a stagnant market and shrinking economy, they GREW their business and outpaced their competition.

At Oracle CX Summit, you will be surrounded by dozens of CX leaders, visionaries and innovators like Subaru. This three-day event brings together the largest collection of thought leaders and practitioners in Customer Experience ever. Notable presenters include:

  • Seth Godin - World-renowned blogger and one ‘the World’s Top 21 Speakers’, author of 14 best-selling books like “Permission Marketing”, and founder of dozens of startups such as Squidoo.com (ranked one of the top 125 sites in the US).
  • Kerry Bodine - VP Principal Analyst at Forrester for Customer Experience, author of the just-published book “Outside In - The Power of Putting Customers at the Center of Your Business”, and renowned author of “The Customer Experience Ecosystem”.
  • Bruce Temkin - Co-founder and Chair of the Customer Experience Professionals Association, revered blogger of “Customer Experience Matters”, former VP Principal Analyst at Forrester for Customer Experience, Founder and Managing Partner of The Temkin Group, a leading Customer Experience research and consulting firm.
  • George Kembel - Executive Director and Co-founder of the Stanford Design School, an established, recognized thought leader in design thinking and innovation, and a Silicon Valley based-CEO, venture capitalist and educator.
  • Gene Alvarez - VP Research Analyst at Gartner and a recognized authority in the Retail and Consumer Goods industry. Gene has been published, featured and referenced in a variety of trade publications for Customer Experience insights.
  • Senior Executives from innovative Customer Experience brands and agencies like AT&T, Intuit, Southwest Airlines, Marriott, Quiksilver, and Sapient.

But the CX Summit includes much, much more. There are over 30+ role-driven sessions and rountables as well as one-of-a-kind events including:

  • OpenWorld Customer AppreciationThe Customer Experience Innovation Tent featuring hands-on demonstrations of bleeding-edge customer experiences like the Share Happy Ice Cream Machine
  • A hands-on Customer Journey Mapping Workshop that lets you learn design thinking techniques for innovating differentiated experiences that drive cross-functional alignment
  • Access to the Oracle OpenWorld Exhibition Halls and DEMOgrounds as well as a week-long Live Music Festival and the Oracle Appreciation Event featuring Pearl Jam and Kings of Leon

At Oracle, we are quite proud of our award-winning suite of CX products, a suite of solutions that can help an organization greatly accelerate their CX journey. But Oracle CX Summit isn’t about products. It’s about how an organization can succeed in its CX initiative. There’s never been a bigger gathering of the smartest CX minds, most successful CX companies, and innovative CX examples than Oracle CX Summit.

Come join the Customer Experience Revolution. Register for Oracle CX Summit @ OpenWorld here.

Tuesday Dec 06, 2011

1 Size Doesn't Fit All

Only Oracle CRM On Demand Industry Editions provide organizations with CRM solutions tailored for specific industries. Unlike other cloud-based CRM solutions, Oracle CRM On Demand Industry Editions are built upon Oracle's deep industry expertise, providing organizations in the Automotive, High Technology, Insurance, Life Sciences, and Wealth Management industries with tangible business value from the start of deployment. Oracle CRM On Demand Industry Editions feature pre-built business processes, data models, object models, and business logic designed to support the unique requirements of each of these industries. Oracle CRM On Demand Industry Editions also leverage Oracle's CRM and technology leadership to ensure that industry-specific capabilities are built in at all application levels, not just in the user interface.

Why care? Oracle CRM On Demand Industry Editions provide:
  • Faster time to business value
  • Less customization
  • Lower TCO

Want to learn more? Please visit oracle.com/crmondemand.

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