Monday Nov 16, 2015

Toshiba Medical Systems Europe Transforms the Customer Experience with Oracle Service Cloud

How does a world leader in medical diagnostic equipment, which provides the most cutting-edge imaging solutions in the industry, raise the bar even higher? By zeroing in on a strategy for ensuring machine uptime and consistently superior customer service, and building a world-class customer service organization to make this vision a reality.

Part of the Toshiba Group, Toshiba Medical Systems is one of the world’s leading providers of medical diagnostic imaging applications and comprehensive medical solutions. As a leader in its space, the company continuously promotes innovation in the industry, incorporating cutting-edge technologies into its medical imaging solutions. The company is also constantly looking for new ways to improve the service it provides to customers across the globe. Toshiba Medical Systems knows that to continue differentiating itself as a leader, it needs to adapt to changing customer expectations, ensuring every service experience is a positive one.

Recognizing the value of service delivery as a competitive differentiator, Toshiba Medical Systems saw an opportunity to leverage the technology to completely transform this part of its business. The company has partnered with Oracle Service Cloud in an initiative to elevate customer experience while streamlining its service operations using its comprehensive solution suite.

“With Oracle 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.”

Toshiba Medical Systems Europe will deploy the Oracle Service Cloud’s contact center and Oracle policy automation solutions, along with Oracle Field Service Cloud. The company will leverage these solutions together in order 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 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 over 350 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

By deploying Oracle Service Cloud cross-channel contact center, policy automation and field service management solutions, Toshiba Medical Systems Europe will completely transform the entire service process – from the time a customer calls into the contact center to report an issue to service fulfillment and data capture in the field, all the way to customer feedback. Toshiba’s customers will have a more positive experience thanks to streamlined communication and more personalized service, and face less disruption in their day-to-day operations due to Toshiba’s ability to respond quickly and resolve issues faster. For Toshiba, more efficient processes, increased engineer productivity and customer satisfaction will translate into a major improvement in the bottom line and drive revenue.

To learn more about Oracle Service Cloud and Oracle Field Service Cloud solutions, and the value they provide to customers across the globe, visit

About Toshiba Medical Systems Europe
With headquarters in Zoetermeer, The Netherlands, Toshiba Medical Systems Europe (TMSE) markets, sells, distributes and services radiology and cardiovascular systems, including CT, MR, ultrasound, X-ray and cardiovascular equipment, and coordinates clinical diagnostic imaging research for all modalities in Europe. For more information, visit the TMSE website at

About Toshiba Medical Systems Corporation
Toshiba Medical Systems Corporation is a leading worldwide provider of medical diagnostic imaging systems and comprehensive medical solutions, such as CT, X-ray and vascular, ultrasound, nuclear medicine and MRI systems, as well as information systems for medical institutions. Toshiba Medical Systems Corporation has been providing medical products for over 80 years. Toshiba Medical Systems Corporation is a wholly owned subsidiary of Toshiba. Visit Toshiba Medical Systems Corporation’s website at

Thursday Nov 12, 2015

Oracle Announces Oracle Service Cloud Knowledge Advanced

Oracle Service Cloud Advanced Knowledge Enhancements Help Organizations Reap the Benefits of the Cloud, While Improving Customer Experiences and Reducing Support Costs.

By Nav Chakravarti, Vice President, Product Management, Oracle Knowledge Management

Oracle announces the release of
Oracle Service Cloud Knowledge Advanced. The Knowledge Advanced edition leverages key capabilities from our best-in-class knowledge management solution, Oracle Knowledge Enterprise (formerly InQuira). Oracle Service Cloud Knowledge Advanced brings key capabilities of Oracle Knowledge Enterprise to the cloud, offering our customers a robust set of features and capabilities in the cloud, with simpler administration, and a lower cost of ownership.

Just like Knowledge Foundation, Knowledge Advanced is fully integrated into Oracle Service Cloud, enabling organizations worldwide to effectively create and refine their knowledge assets to deliver a seamless cross-channel customer experience in over 30 languages for both end customers and contact center agents.

Oracle Service Cloud Knowledge Advanced delivers rich capabilities including highly accurate search using natural language processing and self-learning algorithms, flexible authoring and workflow, rich analytics and customizable self-service and agent-facing knowledge applications.

Some other key capabilities of Knowledge Advanced include:

  • Fine grained control over search results with Intents + Industry Dictionaries, Machine Learning and Search Tuning with Impact Analysis
  • Federated search (External Content Crawling (HTTP)) and Deep Search (excerpts from within Documents (word, PDF) )
  • Advanced Authoring with Configurable Answer Templates and Versioning (Version control, Audit, Comparisons)
  • Expanded Language Capabilities with Cross-Lingual Search (search in one language and find answers in other languages) and Full NLP (Natural Language Processing) Dictionaries in over 30 Languages


Additionally Knowledge Advanced brings new knowledge functionality within the Agent Desktop and Customer Portal. Several new capabilities have been introduced to Agent Desktop including a quick tool window, favorites, the ability to link and unlink answers, faceted search, and intent based search results. The Intents feature introduced allows agents to quickly find the most relevant answers for common queries. The subscription feature is designed to improve the knowledge experience for agents by tracking changes to their favorite articles.

Knowledge Advanced for Customer Portal also introduces new functionality including a set of new widgets to expose the advanced capabilities. The new design and styling is compliant with Oracle Service Cloud style and allows for greater extensibility.  Intents, allows administrators to tie together requests for information that are not always linguistically connected, to push a specific article or articles to the top of the search results. Answer highlighting enables users to quickly navigate and find answers even when searching within large documents such as PDF files or Word documents.

To learn more about Oracle Service Cloud Knowledge Advanced please read the news release or check out the detailed Oracle Service Cloud Knowledge Advanced data sheet! 

Wednesday Nov 11, 2015

4 Takeaways from Webcast Guest Speaker Kate Leggett: Get Going with Modern Customer Service

Want to Get Going with Modern Customer Service but you don’t know where to start? Here are 4 takeaways from CustomerThink’s webcast with Forrester Analyst Kate Leggett and Oracle CX Strategist JP Saunders.

1. Service is Vital to Customer Experience (CX)

Make service a core part of your CX strategy. Why? Customers have more interactions with your service organization than any other business function. As a result, investing here can lead to dramatic gains in your customers’ overall experience.

2. Omni-channel is an Evolution, Not a Revolution

Modernization doesn’t happen overnight. It occurs in stages where you lay foundational elements like FAQ knowledge to ensure consistent answers across channels. When you take this evolutionary approach, the efficiencies you gain in early stages help pay for future service improvements.

3. Get Going with a Multi-Channel Strategy

To ‘Get Going’ with your multi-channel strategy, you need to invest in three key areas:

  • Empower customers with self-service
  • Provide multiple choices of channels
  • Enable customers to help each other

Empowering customers to find their own answers online is critical because web self-service now surpasses phone as customers’ most preferred support channel. A good self-service strategy not only reduces service volume and costs, it also increases customer satisfaction and loyalty.

Providing multiple channels of choice enables you to serve customers where they are. But you also need to give them the ability to start in one channel (e.g. web self-service) and move to another (e.g. chat or email). To do that, you must connect your service channels and provide answers from one knowledge base.

Enabling customers to help each other in social communities not only gives them another way to find information quickly, it also keeps your content fresh; and boosts buyer confidence as peer-generated content fosters trust. In addition, you deepen customer affinity for your brand.

4. Use the Phone to Build Trust

Once your self-service site is established, you can use the phone channel for more complex inquiries requiring agent assistance. These higher touch interactions provide the kind of personalized guidance that helps strengthen customer relationships and loyalty.

To listen to the full webcast, please click here.

Wednesday Nov 04, 2015

Oracle Announces Knowledge-Centered Support (KCS) v5 Verification

By Nav Chakravarti, Vice President, Product Management, Oracle Knowledge Management

Oracle is pleased to announce the achievement of the latest KCS Verification v5 for Oracle Service Cloud Knowledge Foundation and Oracle Knowledge Enterprise. The Consortium for Service Innovation (CSI) has developed a KCS verification program, which is a formal process for assessing vendor tools and verifying their ability to support KCS practices. By meeting this series of functional criteria and required scenarios developed by CSI KCS experts, Oracle has successfully demonstrated both our cloud and on-premise knowledge products are enabled to support KCS best practices.

What is Knowledge-Centered Support (KCS)?

Knowledge-Centered Support is a proven knowledge management methodology developed for service and support organizations and tested by the members of the not-for-profit Consortium for Service Innovation. KCS is a rich methodology involving a set of practices for creating and maintaining knowledge in a support environment.  KCS Methodology is designed to help support organizations capture and structure knowledge in the context of customer interactions. Results include improvement in organizational efficiency, and higher customer satisfaction

How Does KCS Verification Benefit our Customers?

At Oracle we believe Knowledge Management is essential for delivering an exceptional customer experience, and increasing customer loyalty. In the contact center, access to timely information at the point of need is critical for empowered, efficient agents. On the Web, customers expect to find answers to their questions quickly and easily, when and where they need it. In order to deliver this experience knowledge must be delivered seamlessly, quickly and consistent across all channels.  The KCS methodology coupled with Oracle’s Knowledge Management products can help organizations solve incidents faster, improve time to proficiency and lower agent training costs by building organizational knowledge as a by-product of solving customer issues.

Where Can I Find More Information?

Learn more about Knowledge-Centered Support (KCS)
Learn more about Oracle Service Cloud
Follow Oracle Service Cloud on Twitter: @OracleServCloud 
Watch Video of Oracle Knowledge

KCS Implementation Guides:

Thursday Oct 29, 2015

The Oracle Service Cloud Tour: Exclusive events. Unforgettable experiences.

By Jeff Lundal, Group Vice President, Oracle Service Cloud 

When was the last time you thought, “Wow – that company really treated me like a star?” When was the last time you were blown away by brilliant service – and inspired to better your own? Prepare to make that day now, and make everlasting memories, as we bring our unique roadshow – the Oracle Service Cloud Tour – to your city.

So, why unique? Well, conferences can be great. Keynote speakers are often insightful. Breakout sessions may seem enlightening. But sometimes, the best way to learn is by doing… seeing, feeling and being a part of the action.

The Oracle Service Cloud Tour is less about being instructed by others, and more about enjoying remarkable customer experiences yourself – the Oracle way. It’s about networking with likeminded professionals, and service leaders rubbing shoulders with some of the country’s most renowned celebrities. It’s about dining, spectating and laughing. It’s about being inspired to pass on those once-in-a-lifetime moments to your customers and clients.

Entirely exclusive, and by invitation only, the events hosted throughout the Oracle Service Cloud Tour will be attended by a handful of carefully selected customer service leaders – as well as a different celebrity in each city, from legendary chef and TV personality Ming Tsai in Boston to NFL Pro Joe Montana in Santa Clara and aerobatic pilot Sean Tucker in Washington.

Breaking down the barriers of your standard symposium, the tour’s events will feature no classrooms, no lecture halls and no presentations. Instead, they’ll take place in some of the nation’s most incredible venues – in a relaxed, informal setting – boasting awesome activities and the opportunity for guests to hang out with their heroes.

For further details, and to see which celebrity is appearing in your city, click here.

Friday Oct 23, 2015

DISH Network’s Journey to Modern Field Service Management

By Yuval Brisker, VP of Product Management, Oracle Field Service Cloud

Almost four years ago, TOA Technologies and DISH Network announced an important milestone. Together, the two companies completed the largest deployment of a SaaS mobile workforce management solution ever, deploying TOA’s ETAdirect to over 14,000 field technicians across the United States in less than four months from the beginning of deployment. DISH had selected TOA as the first part of a strategic initiative to transform its technology and business processes with the goal of putting the customer at the center of the service experience.

As one of the largest pay-TV providers in the United States, DISH was looking to leverage technology in new ways to enhance efficiency in its operations and improve the bottom line, while improving customer satisfaction. DISH decided a technology revamp was in order – upgrading many of its back-end systems, including its billing solution, and for the first time, deploying a complete field service management software solution. 

This initiative went beyond driving operational efficiencies, to re-aligning the business focus. With over 14 million subscribers in all 50 U.S. states, DISH wanted to make sure that this technology transformation would have a deep, positive impact on the customer experience. In fact, one of the main reasons that DISH selected OFSC/TOA was because it was not just about increasing efficiencies to reduce operational cost, but also about personalizing the customer experience. With the OFSC/TOA solution, DISH automatically provides more precise appointment start times and proactively communicates appointment status updates via customers’ preferred communications channels.

DISH partnered with TOA, which has since been acquired by Oracle and is now known as Oracle Field Service Cloud (OFSC), to dramatically consolidate its field service operations, reducing back-office headcount and streamlining planning and field service operations management. The natively SaaS OFSC/TOA solution allowed the company to automate and optimize the management of its entire hybrid field workforce – both in-house and contracted resources, as well as partners – within one central solution providing advanced booking, capacity management, job assignment, routing and scheduling capabilities. Using OFSC/TOA’s unique patented, time-based and predictive solution, DISH was able to significantly boost operational efficiency and free up its back-office staff to focus primarily on managing exceptions. The company was also able to increase job completion rates, reduce drive time, and align the technology that DISH employees use to do their work with customers with the most state-of-the-art tools available today.

DISH’s field service management transformation with Oracle Field Service Cloud has resulted in significant improvements, both in terms of operational efficiency and customer satisfaction. Some of the key results achieved by DISH include:

  • 15% increase in technician productivity
  • 75% reduction in planning and dispatch staff
  • 40% reduction in calls into the contact center asking, “Where’s my tech?”
  • 55% reduction in technician overtime
  • 10% reduction in miles driven
  • Increased on-time arrival to 91%

Learn more about DISH’s journey to becoming a modern field service leader and its challenges and solutions along the way at Oracle OpenWorld 2015. Join Erik Carlson, EVP of Operations at DISH, and Yuval Brisker, VP of Product Management for Oracle Field Service Cloud, when they will discuss Dish’s journey with Oracle Field Sevice Cloud/TOA transforming field service operations. The session, titled Get Ahead: Transform Field Operations – DISH and Oracle Field Service Cloud will be held on Tuesday, Oct. 27th at 4:00 p.m. in Moscone West – 2016.

Find more information, or register for our session here.

Tuesday Oct 20, 2015

Join Over 20 Oracle Service Cloud Customer and Solution Sessions at OpenWorld 2015!

Outstanding service is still the top reason customers recommend a business. And the Oracle Service Cloud team is excited to once again join the Oracle OpenWorld 2015 customer experience (CX) activities to talk about how to deliver outstanding service anywhere, anytime to today’s customers.  The team is hosting more than 20 sessions on how to differentiate your brand by unifying web, social, contact-center and field service experiences to help develop lasting, profitable customer relationships.  Please join us in San Francisco, October 25th-29th in Moscone West, on the 2nd floor to:  

  • Hear how top organizations like HQ Air Reserve Personnel Center, LinkedIn, SiriusXM, and others are delivering consistent, positive customer service across all channels with cost-effective assisted and self-service experiences.
  • Discover how to engage with customers by using live chat, co-browse, social, web, mobile and field service to provide personalized, reliable, and adaptive service, delivering the right answers at the right time.
  • Learn about the latest that Oracle Service Cloud offers including updates to advanced knowledge capabilities and how integration with sales, marketing, and commerce applications can help differentiate your brand with modern customer service.

OpenWorld 2015 attendees will also gain access to discussions on pressing service industry trends with analyst thought leaders such as Kate Leggett of Forrester Research.  In addition to in depth service solution demos and best practices, attendees will be able to gather insights into upcoming Oracle Service Cloud product strategy.  All of the sessions are designed to help drive continual business value for service professionals by simply outlining how to get going, get better, and get ahead with innovative customer service.  For more information about CX Central and to attend this year’s valuable Oracle Service Cloud sessions, please visit and register here.

Friday Oct 16, 2015

Nov 4 Webcast with Analyst Aly Pinder: Modern Field Service Adds Value for Customers by Shelby Lastowski

You know delivering exceptional customer service is a differentiator for your company, and modernizing your field service team is top of mind. But how do you know which investments have the biggest impact? Join Aly Pinder Jr., leading Field Service Analyst at Aberdeen, and Jeff Wartgow, Director of Product Management at Oracle as they discuss:

  • The evolution of field service from reactive to predictive
  • The changing face of service execution
  • The ways to leverage technology to deliver more service value 

You will come away armed with the information you need to modernize your field force and delight your customers!

Register Now


Aly Pinder Jr., Senior Research Analyst, Service Management, AberdeenGroup

As a senior research analyst in the service management practice, Aly Pinder Jr. researches and explores how service and manufacturing executives utilize technology and implement best practices to improve post-sales service and support processes. Through practitioner benchmarking and analysis of Aberdeen’s research database, he examines how Best-in-Class service organizations are reengineering their service chains for improved performance and increased profitability.

Aly’s coverage areas within the service space primarily cover the following topics on which he has written or co-authored over 60 research reports and benchmarked more than 4,000 service executives in his five plus years with Aberdeen: 

  • Field Service and Mobility
  • Service Parts Logistics
  • Warranty and Service Contract Management
  • Reverse Logistics
  • Repair and Return

Along with these specific areas of coverage, Aly is also responsible for the development and engagement of the Service team’s Research Advisory Council consisting of over 50 senior-level service executives. Aly’s past experience has included responsibilities in both reverse logistics and customer support roles. He holds an MBA in Supply Chain Management from Northeastern University (Massachusetts) and a BS in Business Administration from Pepperdine University (California).

Jeffrey Wartgow, Director, Product Management, Oracle Field Service Cloud

Jeffrey Wartgow leads the Field Service Cloud product management group at Oracle. In this role, Jeffrey works closely with customers and Oracle’s technology teams to understand use cases for field service management. Using this research, Jeffrey helps align the features and benefits of Oracle’s solutions to various customer challenges. Before joining Oracle, Jeff was with TOA Technologies (acquired by Oracle) where he served as the vice president of product marketing and also spearheaded relationships with all device, integration, service and technology partners as vice president of channels and alliances. Before joining TOA, Jeffrey spent two and a half years as a Director at FTI Consulting in San Francisco, where he was charged with developing the company’s first formal partner program.

Prior to FTI, Jeffrey served seven years with Dell Inc. During this time he managed Dell’s Strategic Alliances for Europe, the Middle East and Africa as well as Dell’s New Partner Evaluation program. Jeffrey also led Dell’s Competitive Intelligence team focusing on enterprise products. With more than 15 years of experience in diverse roles across the technology industry, Jeffrey is an expert on mobility, predictive analytics, big data, enterprise cloud computing, technology ecosystems, partnerships and integrations, and the dynamic relationship between hardware, software and services in enterprise IT architecture.

Wednesday Sep 30, 2015

New Microsite Featuring the Latest Oracle Service Cloud Content

Let's face it. You're busy. You don't have time to visit several different websites to research the latest customer service and support trends. You need one place to go where you can find information on topics like how to:

  • Engage customers online with seamless web and social self-service 
  • Empower contact center agents to deliver personal, omni-channel support
  • Equip field service techs to arrive on schedule and fix it right the first time

You're in luck! For the next week, all that information can be found on this microsite. Everything from how-to guides to customer case studies to side-by-side vendor comparsions. All right here for you -- in one convenient place.

 Visit the microsite today so you can deliver modern customer service to every customer, every time!

Tuesday Sep 29, 2015

Six Questions to Ask When Considering Video Chat

By David Fulton, Director Product Management, Oracle Service Cloud

Video Chat has become an important topic of discussion recently with our customers, particularly given innovations in the service space, largely as a result of the ongoing consumerization of IT. Video chatting went mainstream in 2013 when Amazon launched a multimedia support experience – Mayday - on their Kindle Fire devices. Since then we’ve spoken with contact center leaders from companies all over the world who want to replicate the Mayday experience, and have had similar discussions with partners as they’ve anticipated demand and built offerings on top of our platform.

In these customer and partner conversations, we’ve explored the nuances of adopting video chat as a service channel, areas where it will be a good fit for a service organization, and some of the 'gotchas' that need to be navigated along the way. Here are six questions you’ll want to ask yourself if you’re thinking about implementing video chat:

1. Is your contact center video-ready?
Beyond the technology investments associated with adding video chat as a support channel, many companies find they have a great deal of work to do to make sure their contact center environment is also prepared to support video. Video agents need a quieter workspace with better lighting than some standard contact center set-ups. Additionally, these agents need a clean and uncluttered background, with careful consideration given to any internal materials or signage visible within the video frame.

2. Are your agents video-ready?
Video chatting is a fairly new skill-set in which agents can become proficient, and it may be hard to build a team of agents ready to support this channel out of the gate. Minimally, there will be significant training required to make sure these agents understand the techniques and procedures for effectively communicating through this medium. These agents will need to have the ability to properly visually represent the brand.

3. Are your customers ready?
Before deploying a video chat solution, it’s important for companies to research the technical capabilities of their customer base. Find out what percentage of customers have the equipment to support video chat, like a video camera on their PC or mobile device and the Internet bandwidth required to provide a good experience on that channel. Also, assess whether your customers have the technical aptitude to be comfortable using video to communicate with agents. Think about whether it makes sense to roll out video chat in a phased approach, starting with certain customer segments like VIPs or customers with tech-savvy attributes and behaviors.

4. What value will the video display add to your customer interactions?
Back in 2013 when companies earnestly started investigating video chat as a new service channel, in many cases, we discovered the use case companies were envisioning would be better served by co-browsing with customers instead of video chatting. Both tools utilize visual collaboration in order to communicate better and solve issues faster, but in some scenarios the ability for agents and customers to look at the same screen – vs. looking at each other – is the more impactful part of the interaction. In cases where companies are looking to build a rapport, to show parts and components via the video screen, or to just add a layer of personalization to the interaction, video is the right channel, and co-browsing can be added to enhance the service experience further. For cases where companies need agents and customers to look at the same materials at the same time in order to collaborate and solve issues together, co-browsing may be a better solution. In this scenario, video can even be a distraction to reaching a resolution rather than a helpful tool.

5. Do your agents need to see your customers?
When Amazon Mayday first launched, social media channels were overrun by commentary from consumers about how horrified or amused they were at the thought of Amazon agents being able to see them while they used their device – even though Amazon’s video channel was only one-way, with just the agents being visible, not customers. If your use case includes a rationale for letting your agents see your customers – two-way video – you’ll need to do a great deal of work to properly communicate with your customers about what to expect in order to ensure they’re comfortable. In most cases, one-way video makes the most sense, is the lowest risk, and achieves the goals companies have for incorporating video into the support experience.

6. What’s the adoption rate of video chat in your market?
While most companies still have the luxury of further evaluating video chat’s value and planning for a strategic roll-out, some industries and regions are adopting this medium at a faster pace, and video chat has become an important competitive differentiator. For example, financial services organizations in Europe are quickly adopting video chat as a standard support channel, and it’s become a necessity to have this technology available just to compete in this market. Keep an eye on the opportunity in your market to either be a leader in bringing this service to your customers or to make sure you don’t get left behind as your competitors start rolling out video chat.

Today, Oracle partners like OpenMethods and VoltDelta deliver an integrated Video Chat solution, connecting Oracle Service Cloud with the advanced voice and video capabilities of the Oracle WebRTC Session Controller. No matter where you are in the process of evaluating video chat for your organization, consider setting up some time with your account team to learn how Oracle Service Cloud can support your goals for enhancing web customer service.


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