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Oracle Service Cloud Announces November 2016 Release and New Internet of Things (IoT) Integration

Stephanie Kaleva
Manager, Executive Programs Customer Advocacy

The latest Oracle Service Cloud November 2016 release is now Generally Available (GA).  The November 2016 release of Oracle Service Cloud continues to drive next generation customer service experiences with new functionality across the entire suite including:

  • Web Customer Service enhancements for co-browse, live chat-sneak preview, and community self-service such as graphical rating count, best answer visibility control and the avatar library.

  • Cross Channel Contact Center enhancements to the agent browser user interface, analytics, live chat UI, and knowledge authoring.

  • Knowledge Management enhancements to Knowledge Advanced functionality such as create answer links from HTML editor, interactive spell check, new ontologies, and email answer link.

  • Policy Automation enhancements for next generation interviews such as updated navigation, web and mobile style controls, and location services.

The November 2016 release also delivers a new Internet of Things (IoT) Accelerator, which provides a bi-directional integration with Oracle IoT Cloud. The integration helps customers seamlessly interface with IoT technology so that service events and alerts received from smart devices can be consumed, as well as appropriate action taken by agents, within the Oracle Service Cloud desktop. The integration is using the Oracle IoT Cloud framework, thereby ensuring configurability, reliability and fault tolerance.  The Internet of Things (IoT) Accelerator also includes implementation documentation to easily configure, extend and deploy the packaged integration.

To learn more about the newest features, how to easily upgrade, and take advantage of the latest functionality check out the:

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Comments ( 6 )
  • Jess Thursday, December 22, 2016
    I am excited to see if Analytics caching can improve the performance of popular reports.
  • Corine Tuesday, January 10, 2017
    OMG there are so many things I am looking forward to and I have not made it through everything yet. To name a few: Co-Browse enhancements, Live Chat sneak preview (have been asking for that for a while!) as well as the other Community improvements. I am also REALLY excited about the analytics caching! Can't wait!!!
  • Doug Monday, January 23, 2017
    We are most interested in the Browser UI addition. We are excited at the possibilities this will bring to us and our integration with other pieces of our support.
  • Kyle Wednesday, February 1, 2017
    We've been an early adopter of the BUI for years. This new overhaul is what we needed to roll it out to our agents!
  • Lee Batten Monday, February 6, 2017
    The upcoming Browser UI changes look solid. We have been trialing the BUI in our pre-production environments, but it's now looking like we will be able to begin a pilot shortly :)
  • Santosh Thursday, February 9, 2017
    IOT solution looks great..
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