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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

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