Tuesday Feb 09, 2016

Forrester Names Oracle a ‘Leader’ in Customer Service Solutions for Midsize Teams and Enterprise Organizations

By Christine Randle, Analyst Relations, Oracle Service Cloud 

By now you probably understand the importance of delivering exceptional customer service. You get why it’s important. You appreciate that customer service is the platform from which excellent customer experiences emerge. You’ve read the research and know that, according to Forrester Research, a full 39% of customers will tell friends and family about their negative experiences[1]. Data points like this one are powerful, yet leave you stuck wondering, “Where do I start?”

Well, take heart in the fact that you’re not alone. This is complicated, right? We live in an always-on, omnichannel world, where instant gratification isn’t just a request, it’s a demand. You know that your company must rise to the effortless customer service challenge or become a relic of the past.

Don’t despair, because there’s good news! Leading industry analyst firm Forrester Research, recently published two Waves:  The Forrester Wave™: Customer Service Solutions For Enterprise Organizations, Q4 2015 and The Forrester Wave™: Customer Service Solutions For Midsize Teams, Q4 2015. And the good news doesn’t stop there. Oracle Service Cloud is a Leader in BOTH the midsize and the enterprise Waves.

Oracle Service Cloud had the highest current offering category scores in the Enterprise Wave and Midsize Wave reports, and was noted among vendors that “deliver high-volume omnichannel service” and “have a foundational layer of knowledge management to deliver channel-specific answers to customer inquiries.”  Both reports recognized how, "Oracle Service Cloud delivers heavy-duty support for B2C enterprises. Oracle Service Cloud provides a flexible, easily configurable customer service solution that excels at delivering consistent cross-channel customer service experiences. The SaaS-based solution sports very strong omnichannel capabilities: cobrowse … multichannel reporting, chat, email response management, social customer service, and knowledge management. Customers use it as an enterprise wide solution, as a standalone solution for digital channels, or to extend the digital capabilities of an on-premises solution.”

I believe that these reports will help you decide what your business needs, and which vendors are best suited, to help your company become a customer service success story.

Organizations both large and not so large rely on Oracle Service Cloud to help deliver effortless customer service experiences (check out recent Forbes profiles of All Nippon Airways, Pella). Oh, and did I mention that great customer service is at the heart of award winning customer experiences? 

Hey, don’t take my word for it. Read the research and then let us know how we can help your business thrive in today’s “I want it now!” world.

Thursday Jun 27, 2013

Vision, Integration, Ability—Oracle is once again positioned as an E-Commerce Leader

The new Gartner report is the fifth successive Magic Quadrant for E-Commerce to position Oracle as a leader.

We’re proud of the result, but we’re not too surprised. Oracle Commerce’s functionality is uniquely aligned with a number of the major market trends Gartner describes in its report: from customers ‘expecting a seamless buying experience across all channels’, to organizations seeking to consolidate ‘B2B and B2C applications with a single underlying platform’.

What we think sets Oracle Commerce apart

Why are we a leader? We believe the key strengths of Oracle Commerce include:

Outstanding Scalability and Versatility
Oracle has a long and enviable track record of delivering B2B and B2C e-commerce solutions, and the Oracle Commerce solution supports a broad range of vertical industries – from retail to telecom, and manufacturing to distribution. Additionally, Oracle Commerce is engineered to scale simply and quickly to meet the changing needs of the enterprise.

Oracle Integration
Our commitment to seamless solutions integration allows customers to get the most from our ever evolving range of e-commerce and CX products—and deliver consistent, relevant, and personalized cross-channel buying experiences that drive customer satisfaction, and boost revenue.

Experience and Vision
Oracle has a long and impressive history of delivering B2B and B2C e-commerce solutions to the world’s best brands. We’re constantly putting this experience to good use, and making our solutions even smarter. With powerful merchandising and business tools, and advanced promotions capabilities, Oracle Commerce is one of the most forward-thinking e-commerce solutions around.

Read the report
You can read Gartner’s full report here, or click here to find out more about our celebrated platform.

[Read More]
About

The place to get informed about customer experience and how it impacts your success.

Stay Connected


Subscribe
Subscribe to our RSS feed.

Search

Archives
« May 2016
SunMonTueWedThuFriSat
1
2
5
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
    
       
Today