Sunday Dec 16, 2012

What's new in the RightNow November 2012 release?

What new in the RightNow November 2012? In order to find out, please watch this tutorial with imbedded demonstration or read the November 2012 Release notes.  

News Facts

  • The November 2012 release of     Oracle’s RightNow CX Cloud Service marks the completion of development efforts for 2012 and continues Oracle’s commitment to enhancing the Oracle RightNow offering following the acquisition.
  • New release delivers key capabilities designed to help organizations improve customer experiences in order to increase customer acquisition and retention, while reducing total cost of ownership.
  • Part of the Oracle Cloud, Oracle RightNow CX Cloud Service now integrates Oracle RightNow Chat Cloud Service with Oracle Engagement Engine Cloud Service, helping organizations intelligently and proactively engage with customers through the right channel at the right time.
  • Chat solutions have emerged as an important component of a cross-channel customer experience strategy. According to Forrester Research, Inc., chat adoption has risen dramatically between 2009 and 2011 from 19% to 37%, and it has the highest satisfaction level of all customer service channels at 62% satisfaction. (*)
  • To help companies deliver enhanced customer experiences, Oracle has made significant investments in Oracle RightNow Chat Cloud Service throughout 2012. With the addition of rules-based engagement to existing capabilities such as co-browse, mobile chat, and cross-channel knowledge integration with the contact center, all delivered via the cloud, Oracle RightNow Chat Cloud Service is differentiated as the industry-leading chat solution.
  • The Oracle Cloud offers a broad portfolio of software as-a-service applications, including Oracle Customer Service and Support Cloud Service, which is based on the Oracle RightNow CX Cloud Service.

New Capabilities

Key Oracle RightNow Chat Cloud Service and other cross-channel capabilities include:
  • Chat Business Rules, with over 70 built-in rule conditions, leverage the Oracle Engagement Engine to help enable organizations capture rich visitor data and invoke complex actions and triggers. Chat Business Rules allow granular control over when to engage a customer via the chat channel based on customer behavior, customer profile information and operational information.
  • Click-to-Call provides the option for a customer to engage with a live agent over the phone during the Web browsing experience.
  • Chat Availability Controls provide organizations with the ability to throttle volume through the chat channel based on real-time agent availability and wait time thresholds. This ability to manage the channel more efficiently allows organizations to provide a better experience to customers using the chat channel.
  • Strategic and Operational Chat Channel Analytics provide better insight into channel and agent productivity and utilization and effectiveness with both out-of-the-box reports and ad hoc reports. New chat channel analytics provide comprehensive metrics with full data transparency.
  • Background Service Updates improve high availability metrics for Oracle RightNow Chat Cloud Service during service update periods, setting the industry leading standard for sales and service delivery to customers via the chat channel.
  • Additional Capabilities include:
  • Improved Web developer tools for more efficient self-service user interface design
  • Improved administration for enhanced user sessions management
  • Increased cross-channel community collaboration
  • Enhanced extensibility widgets and syndication management
  • Streamlined content management and analytics capabilities

Read the full announcement here

Tuesday Dec 04, 2012

Announcing Oracle Knowledge 8.5: Even Superheroes Need Upgrades

It’s no secret that we like Iron Man here at Oracle. We've certainly got stuff in common: one of the world’s largest technology companies and one of the world’s strongest technology-driven superheroes. If you've seen the recent Iron Man movies, you might have even noticed some of our servers sitting in Tony Stark’s lab. Heck, our CEO made a cameo appearance in one of the movies.

Yeah, we’re fans. Especially as Iron Man is a regular guy with some amazing technology – like us. But Like all great things even Superheroes need upgrades, whether it’s their suit, their car or their spacestation.

Oracle certainly has its share of advanced technology.  For example, Oracle acquired InQuira in 2011 after years of watching the company advance the science of Knowledge Management.  And it was some extremely super technology.  At that time, Forrester’s Kate Leggett wrote about it in ‘Standalone Knowledge Management Is Dead With Oracle's Announcement To Acquire InQuira’ saying ‘Knowledge, accessible via web self-service or agent UIs, is a critical customer service component for industries fielding repetitive questions about policies, procedures, products, and solutions.’  One short sentence that amounts to a very tall order. 

Since the acquisition our KM scientists have been hard at work in their labs. Today Oracle announced its first major knowledge management release since its acquisition of InQuira: Oracle Knowledge 8.5. We’ve put a massively-upgraded supersuit on our KM solution because we still have bad guys to fight. And we are very proud to say that we went way beyond our original plans.

So what, exactly, did we do in Oracle Knowledge 8.5? We did what any high-tech super-scientist would do. We made Oracle Knowledge smarter, stronger and faster.

First, we gave Oracle Knowledge a stronger heart:

  • Certified on Oracle technologies, including Oracle WebLogic Server, Oracle Business Intelligence, Oracle Exadata Database Machine and Oracle Exalogic Elastic Cloud.
  • Huge scaling and performance improvements.

Then we gave it a better reach:

  • Improved iConnect functionality that delivers contextualized knowledge directly into CRM applications.
  • Better content acquisition support across disparate sources.
  • Enhanced Language Support including Natural Language search support for 16 Languages.
  • Enhanced Keyword Search for 23 authoring languages, as well as enhanced out-of-the-box industry ontologies covering 14 languages.

And finally we made Oracle Knowledge ridiculously smarter:

  • Improved Natural Language Search and a new Contextual Answer Delivery that understands the true intent of each inquiry to deliver the best possible answers.
  • AnswerFlow for Guided Navigation & Answer Delivery, a new application for guided troubleshooting and answer delivery.
  • Knowledge Analytics standardized on Oracle’s Business Intelligence Enterprise Edition.
  • Knowledge Analytics Dashboards optimized search and content creation through targeted, actionable insights.
  • A new three-level language model "Global - Language - Locale" that provides an improved search experience for organizations with a global footprint.

We believe that Oracle Knowledge 8.5 is the most sophisticated KM solution in existence today and we’ve worked very hard to help it fulfill the promise of KM: empowering customers and employees with deep insights wherever they need them. We hope you agree it’s a suit worth wearing.

We are continuing to invest in Knowledge Management as it continues to be especially relevant today with the enterprise push for peer collaboration, crowd-sourced wisdom, agile innovation, social interaction channels, applied real-time analytics, and personalization. In fact, we believe that Knowledge Management is a critical part of the Customer Experience portfolio for success. From empowering employee’s, to empowering customers, to gaining the insights from interactions across all channels, businesses today cannot efficiently scale their efforts, strengthen their customer relationships or achieve their growth goals without a solid Knowledge Management foundation to build from.

And like every good superhero saga, we’re not even close to being finished. Next we are taking Oracle Knowledge into the Cloud. Yes, we’re thinking what you’re thinking: ROCKET BOOTS! Stay tuned for the next adventure…

By Nav Chakravarti, Vice-President, Product Management, CRM Knowledge and previously the CTO of InQuira, a knowledge management company acquired by Oracle in 2011

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