Thursday May 26, 2016

ICMI and Gartner Recognize Oracle Service Cloud’s Leading Customers and Solutions

It is always exciting to celebrate our customers’ award winning contact center teams and their approach to delivering innovative service experiences.  Last week the Oracle Service Cloud team was front and center at the ICMI Contact Center Expo in Long Beach to cheer on our customers who were 2016 ICMI Global Contact Center Award recipients. Leading organizations such as Kohl’s (Winner Best Large Contact Center), WageWorks (Runner-Up Best Large Contact Center), and Church Pension Group (Runner-Up Best Small Contact Center) were recognized by ICMI as “pioneers in the contact center industry” and “for leadership, vision, innovation and strategic accomplishments within the customer management industry.”  Congratulations again on being best in class customer care organizations!

(Pictured above Kohl’s and WageWorks Award Winning Customer Care Teams)

Not only are our great customers getting recognized, but Gartner just named Oracle Service Cloud a leader in the 2016 Magic Quadrant for the CRM Customer Engagement Center! We believe Gartner naming Oracle Service Cloud a leader is testament to our stellar customers and how they help guide the development and direction of Oracle Service Cloud. We can’t thank them enough for working with us to build solutions that meet their customer service needs and we are always striving to help them deliver an exceptional customer experience. That is truly the major competitive differentiator in today’s customer powered economy.

Now, even though this sounds slightly nerdy, when you work in an environment that lives and breathes customer experience, being recognized by Gartner as a leading customer engagement solution
again for breadth of cloud customer service functionality including mobile, knowledge, field service, chat, analytics, co-browsing, not to mention good, clear cost of ownership, strong professional services, and enterprise scalability is pretty darn cool!

You can
find out more details about the Customer Engagement Center market by downloading the full analyst report here

We encourage you to check out
Oracle Service Cloud’s product strengths, complimentary built in applications, straightforward set up, pricing and configuration that doesn’t require deep IT involvement or confusing cost of ownership.

The Oracle Service Cloud team works hard to bring solutions to the table that help organizations tackle their most critical customer service challenges.  It is always rewarding to see how these efforts are driving results for our much appreciated (and award winning) customers!

*Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose
.

Monday Feb 03, 2014

4 Takeaways on Modern Customer Service from CloudWorld

Oracle held CloudWorld last week in San Francisco. While there were many ideas and themes being discussed in the Customer Service track, several stood out as key differentiators for any company interested in delighting customers.[Read More]

Tuesday Oct 22, 2013

Understanding When Social Interactions Should Be Resolved in Another Channel

Agents need to respond to customers’ social comments and questions quickly and in the right tone. But more importantly, they need to offer resolutions. Customers care most about how long it takes to find information rather than which channel they are using. [Read More]

Wednesday Oct 09, 2013

Using Social Media Trends to Proactively Improve Internal Operations

Most businesses focus their social media activities around two goals: revenue generation from marketing activities and improving customer engagement and satisfaction by responding to social queries. However, they should also be using social data in real time to improve processes and agent performance.[Read More]
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