Friday Nov 13, 2015

NEW: Oracle Knowledge Advanced Cloud!

Oracle Knowledge Advanced is a new cloud solution within the Oracle Service Cloud that helps organizations deliver a better customer experience, while reducing overall customer support costs.

It offers advanced knowledge management functionality for both agents and self-service deployments. It is based on a combination of natural language processing, machine learning and flexible authoring technologies.

Read the news release and CMS Wire coverage to learn about the latest solution.


Friday Oct 23, 2015

Service Cloud Integration using Oracle Integration Cloud Service

Here is a new whitepaper giving an overview of Oracle Service Cloud integration capabilities with other front office applications or with an ERP, leveraging Oracle Integration Cloud Service (ICS) which is a game changer in the world of applications integration!  

Friday Sep 25, 2015

NEW! Oracle Customer Experience Cloud for Midsize

To help midsize organizations simplify complexity, grow faster, differentiate from competitors, and better serve their customers, Oracle announced Oracle Applications Cloud for midsize companies. It spans critical business functions and includes Customer Experience (CX) for Midsize, Enterprise Resource Planning (ERP) for Midsize, and Human Capital Management (HCM) for Midsize. The new software-as-a-service (SaaS) offerings deliver a consistent user experience, single version of the corporate truth, and are simple to deploy, secure, and intuitive. They enable midsize organizations to adopt modern best practices, increase business agility, reduce complexity and costs, and succeed in a digital world.

Oracle Customer Experience Cloud for Midsize

This new offering empowers midsize organizations to differentiate themselves throughout the customer engagement lifecycle and maintain long-lasting and rewarding customer relationships, transforming interactions with their end customers. Oracle Customer Experience for Midsize enables data sharing and alignment between functions to better serve customers leveraging best-in-class sales, marketing, and customer service capabilities in a simple-to-use, integrated cloud platform.

Read the press release here and stay tuned for an EMEA partners announcement webinar to come...

Thursday Aug 27, 2015

Latest Oracle Service Cloud Product Release Powers Impactful Community Self-Service Experiences

Today more than one in three customers prefers to contact brands through social channels rather than by phone or email (Nielsen), and the distinction between social and traditional channels is eroding. To deliver the best possible customer experience across traditional and digital channels, customer care organizations need to provide a positive and unified experience where and when customers want, whether they are on Twitter, Facebook, peer-to-peer communities, or other social networks.

Following Oracle’s recent Twitter-enriched social customer service announcement, the latest release of Oracle Service Cloud and Oracle Social Cloud continues to power positive and differentiated customer experiences. The new functionality includes:

New Community Self-Service solution to help streamline the customer journey

  • New approach to web self-service brings community functionality directly into core Service Cloud multi-channel web experience
  • Service Cloud now enables organizations to deliver a seamless experience between web self-service and community interactions, leveraging power of customer knowledge to improve service operations
  • A customer no longer needs to separately navigate self-service and community sites to find an answer, instead discovering and interacting with both formal knowledge (knowledge base) and informal knowledge (community answers) in a single experience

Enhanced social service and incident routing

  • New workflow capabilities between Social Cloud and Service Cloud enable businesses to leverage power of social insights and engagements
  • Business users can now attach contextual attributes and notes from posts or incidents identified by Social Cloud directly to Service Cloud to improve service quality and efficiency by providing more customer information and context

Extended social listening and analytics capabilities to private data sources

  • Enhanced connectivity between Social Cloud and Service Cloud has also extended social listening and analytics to enterprise private-data sources, such as the new  community self-service capability, survey data, and chat and call logs.
  • Organizations can now listen and analyze unstructured data and gain insights with terms, themes, sentiment, and customer metrics, and view private and public data side by side in the Oracle SRM.

According to Gartner, investment in peer-to-peer communities drives support costs down and boosts profits. In fact, in a December 2014 Gartner research note entitled “Nine CRM Projects to Do Right Now for Customer Service,” Michael Maoz, Vice President, Distinguished Analyst, Gartner, writes, “Gartner clients who are successful in this space are still seeing on average of 20% reduction in the creation of support tickets following the introduction of peer-to-peer communities.” Maoz goes on to say, “Clients are seeing other business benefits as well. By enabling community-based support, clients have been able to recognize new sales opportunities and increase existing customer satisfaction, resulting in increased revenue in several of these cases.”

For more information about this leading social customer service product, read the news release and check out the VentureBeat profile!

By David Vap (Oracle GVP Service Cloud) 

Friday Aug 14, 2015

Preview of Oracle Applications Cloud Release 10

To help you prepare for the upcoming Release 10, we are pleased to offer a preview of its new, modern business-empowering features

On the Release Readiness page, we have added content for Sales, Human Capital Management, Enterprise Resource Planning, Supply Chain Management, and Common Technologies

Specifically, we have just introduced:

  • Spotlights:  Delivered by senior development staff, these webcast-based presentations highlight top level messages and product themes, and are reinforced with a product demo.
  • Release Content Documents (RCDs):  Summary level descriptions of each new feature and product.    

More to come...

Thursday Aug 06, 2015

Optimize Territory Alignment with Oracle Sales Performance Management

Use analytical insights, social collaboration, and real-time access to information on any device to bridge the gap between sales plans and performance. Visit Oracle Modern Best Practice to find out how!  

Monday Jul 27, 2015

Oracle Sales Cloud Enhancements Help Sales Teams Increase Business Agility and Revenue

New release empowers modern sales best practices through enhanced analytics, partner relationship management and industry-specific solutions

Redwood Shores, Calif. – July 27, 2015 – To provide sales teams with the modern processes, tools, resources and intelligence required to increase revenue, Oracle today announced significant updates to the Oracle Sales Cloud. Part of Oracle Applications Cloud Release 10, the latest release of Oracle Sales Cloud helps organizations increase sales and drive efficiencies through a simplified user experience that delivers enhanced analytics, partner relationship management and industry-specific solutions.

The way customers interact with an organization’s sales department is rapidly changing. A recent study by CEB found that 57 percent of the purchasing process is over before customers even talk to an organizations sales team. In this new business environment, organizations need to empower their sales teams with fast, easy and modern sales tools that support mobile productivity, insightful and collaborative selling, and aggressive pipeline creation.

With the latest release of Oracle Sales Cloud, Oracle helps sales teams increase business agility through enhanced decision-making and collaboration. A modern, interactive dashboard includes new pre-built reports and improved visualizations that provide the sales team with insights and analysis in real time. In addition, sales professionals can take advantage of a new Mobile App Designer tool to create intuitive reports and dashboards using drag and drop functionality, specifically designed for smartphones and tablets. To further enhance the sales process, Oracle Sales Cloud now enables partners and sales teams to communicate securely in the Oracle Social Network. Robust reporting capabilities have also been added to Oracle Sales Cloud partner relationship management capabilities to enable improved real-time analysis.

"With the Oracle Sales Cloud dashboards, our sales managers can rank sales team member performance, share actuals to quotas and create a culture where information is made available in real time so adjustments and/or actions are taken to avoid surprises," said Jay Krishnamurthy, VP & Global CIO, Wilsonart.

To drive efficiencies and lower costs, Oracle Sales Cloud now offers even deeper industry capabilities with new purpose-built functionalities for high tech and manufacturing, financial services, consumer goods and communications. With industry-specific functionality, sales teams can save time by taking advantage of deep domain knowledge and purpose-built applications that are designed to meet their unique sales needs.

“Organizations need to empower their sales teams with fast, easy and modern sales tools in order to compete successfully in today’s global marketplace and meet skyrocketing customer demands,” said Aaron Shidler, vice president, product strategy, Oracle. “Oracle is committed to helping organizations rethink the sales process by providing sales professionals with a modern cloud solution that fits the specific needs of their business. With the latest updates in the Oracle Sales Cloud, Oracle is helping sales teams quickly and easily take advantage of the latest technologies to sell more, know more and grow more.”

Oracle Sales Cloud is part of the Oracle Customer Experience (CX) Cloud, which also includes Oracle Marketing Cloud, Oracle Social Cloud, Oracle Service Cloud, Oracle Configure, Price and Quote Cloud and Oracle Commerce Cloud.

Oracle Cloud Solutions

Oracle provides the industry’s broadest and most complete portfolio of public, private, and managed cloud offerings to offer customers the choice of deployment model. Oracle Cloud delivers a broad suite of public cloud services across DaaS, SaaS, PaaS, and IaaS. Oracle also provides a rich portfolio of products and managed cloud services to deliver enterprise private clouds.

Partner Quotes

“Accenture looks forward to working with Oracle through the Accenture Oracle Business Group to help our clients take advantage of the enhanced User Experience and new capabilities offered by Oracle Cloud Release 10 across HCM, CX and ERP,” Terri Strauss, managing director, Oracle platform lead for Accenture.

“Oracle’s commitment toward innovation will continue to provide sales professionals with modern and intuitive sales tools,” said Bryan Hinz, Vice President, CX, Apex IT (Specialized Partner of the Year: CX Solution - North America).  “With enhanced industry-specific solutions around financial services, consumer goods and communications, this release of Oracle Sales Cloud will also allow Apex IT to continue to help our customers transform their business driving efficiencies and value into their sales teams.”

"Our clients are looking for solutions that enable dynamic sales organizations to have actionable insights and real-time analysis on performance," said Rubin Mohan, principal, Deloitte Consulting LLP, and customer go-to-market leader within Deloitte Digital. "We believe there is an enormous opportunity for companies to drive business value with cloud technologies and look forward to helping our clients explore the new enhancements within Oracle Sales Cloud."

“For the last several years at eVerge Group, we have partnered with our customers to transform and modernize their sales business processes with Oracle Sales Cloud as the foundation. What impresses our customers the most is embedded analytics reporting capabilities and ease of use.  With Release 10’s new and enhanced features – such as Mobilytics, White Space Analysis, and improved Industry Solutions – Oracle has made the most feature-rich cloud CRM application available in the market even better.” – Ajay Pandey, VP of Customer Experience Delivery at eVerge Group

Monday Jul 13, 2015

Oracle Sales Cloud R10 Release Readiness

The Oracle Applications Cloud Release 10 is planned to release in Q1FY16 – pending Oracle Management approval. Readiness material will be published and announced to customers, partners and Oracle employees on

  • Release Content Document – preview
  • Spotlight videos
  • What's New
  • Functional Release Training
  • Product Documentation
  • Links to Community resources and Live Events

Friday Jun 26, 2015

Oracle CRM On Demand Release 29 Is Generally Available

Oracle is pleased to announce that Oracle CRM On Demand Release 29 is Generally Available as of June 26, 2015. Please monitor the Service Information link within the application for specific details on your Release 29 deployment dates.

Oracle CRM On Demand is part of Oracle's long-term commitment strategy and the product roadmap proves our investment. Oracle CRM On Demand is also supported by our Applications Unlimited Lifetime Support Policy, which can be found on the Oracle Support Site.

Oracle CRM On Demand Release 29 includes some exciting new features:

  • Usability remains a key theme for CRM On Demand and Release 29 brings many enhancements to streamline the user experience.  The user interface has been updated as part of our Modern UI efforts to increase user adoption.
    • New Record Layouts offer a streamlined form when creating new records.  Rather than intimidate a user by presenting a full screen to be filled out, New Record Layouts contain only essential fields.  Users are more likely to fill out forms more frequently with fewer fields to populate.
    • Enhanced Keyword Search improves search capability by offering case-insensitive, fuzzy-like searching.  Searches will return records with common spelling and roots, special characters, and even matches with words in a different order.  
    • Display Alert Message as a Popup Window at Login will enable users to see a message when they login, keeping them informed about important information such as special offers, system updates or corporate news.  Alerts can be limited to a specific time window so there is no need to remember to deactivate them. 
    • Custom Icons can now be uploaded into CRM On Demand, allowing for further branding and personalization of the system.
  • Mobility enhancements with Release 29 have continued to evolve the mobile experience.  This includes adding features to CRM On Demand Connected Mobile Sales and adding features to support the mobile user.
    • Connected Mobile Sales has been updated with configurable modern icons and a powerful new feature to automatically populate follow up appointments.  Users can schedule their next meeting with a single tap. 
    • Hardware Based Themes will automatically detect if a user is accessing CRM On Demand from a tablet and display the theme of choice.  The modern theme is presented for a tablet and the classic theme for a PC.
  • Calendar enhancements make it easier than ever to leverage the CRM On Demand Calendar intuitively and seamlessly with other devices.
    • Need to move a meeting?  Just drag and drop the meeting to its new time.  There’s no need to open up and edit the appointment.
    • See what you’re up to at a glance with color coded appointments; each type of appointment can have a different color, calling out customer meetings from internal calls at a glance.  Coupled with more detail on the Appointment itself, view the Account, Contact and Phone Number from the calendar, without needing to view the appointment details page.
    • If Monday to Friday is not your standard work week, you can set the start day of the week to suit your preference.
  • Configurability and Extensibility has improved with each release of CRM On Demand. 
    • Web Services are used to retrieve a list of reports in CRM On Demand and enable the ability to access Dynamic Page Layouts.  This improves integration options and makes migration from one environment to another much easier. 
    • Workflow on User Object has been added, enabling for follow up tasks, field updates and notifications to be issued when changes are made to a user profile, such as a change in role or data visibility.
    • JavaScript API has been enhanced with Language Specific Coding, allowing integrations to retrieve field information in the language that the user sees.  This ensures that any integrations built can contain logic unique to different regions or languages, thereby improving overall usability.
    • Analytics coverage for optimized custom fields across Activities, Contacts, Opportunities and Service Requests support improved reporting.

For additional details on the new features in Oracle CRM On Demand Release 29, please review the Transfer of Information (TOI) recordings available on My Oracle Support (

Our next few releases of Oracle CRM On Demand will continue to focus on new enhancements in Usability and Mobility. 

These resources enable customers and partners to maximize the value of Oracle CRM On Demand.

  • Oracle Cloud Marketplace enables customers to browse and review partner applications that enhance Oracle CRM On Demand.
  • Customer Advisory Boards consist of industry-leading customers and Oracle product managers.  These Boards provide an opportunity to collect customer feedback and can influence future strategy and roadmap.
  • The Oracle CRM On Demand User Group is managed fully by customers.  Their mandate is to work with Oracle Product Management to help influence product strategy.
  • Communities can be accessed from My Oracle Support and are used to collaborate with peers and Oracle CRM On Demand experts.

Tuesday May 19, 2015

Oracle Service Cloud (OSVC) May 2015 is now Generally Available

Today we are pleased to announce another great quarterly product release for Oracle Service Cloud!

The May 2015 release of Oracle Service Cloud provides significant new features and capabilities across the Oracle Service Cloud in the areas of Knowledge Management, Cross-Channel Contact Center, Policy Automation, Field Service Management and Platform.  May announces the anticipated release of Oracle Service Cloud Knowledge Advanced bringing key capabilities from the Oracle Knowledge product into Oracle Service Cloud in the form of the Knowledge Advanced edition. 

The May release also adds enhancements to Collaboration making it even easier to harness the expertise across your organization by enabling agents to collaborate directly with subject matter experts anywhere in your enterprise. Policy Automation adds mobile functionality to further simplify and streamline the policy automation process.

Please assist us in  getting the word out to customers about our releases. In order to receive release announcements on a regular basis, it is recommended that customers and partners subscribe to the News and Announcements discussion forum on the RightNow Community. 

We are providing you this link (external announcement) to our Knowledge Base Article May 2015 Release Announcement to assist you in communication of our May 2015 release to our Customers. 

Wednesday May 13, 2015

Siebel CRM and Oracle Alta UI in the Mobile Age

Since a few years, Mobile is an up-and-coming trend in digital evolution and a key factor for digital transformation. Together with Social, Cloud and Information, Gartner named Mobile as one of the 4 driving forces for new business scenarios and even goes as far as to call this “nexus of forces” out as the new basis of the technology platform of the future.[1]

Yet, not many businesses seem to deal with these technology trends properly and it is hard to blame them, considering the lack of proven concepts especially for internal applications such as Siebel CRM. However, this does not mean, that there is no way for you to use these trends and take an early step into the future. And this future is built on a better mobile user experience not only for your customers but for some of your employees as well. Read the complete article here. For more information on Alta UI please visit our Community Alta tag here. (WebLogic Community membership required)

Monday Mar 23, 2015

Oracle Knowledge - 8.6 - March 2015 Release is Generally Available

Oracle Announces Availability of Oracle Knowledge 8.6

Oracle offers the most comprehensive enterprise knowledge management solution in the market today. Building on Oracle’s commitment to help you deliver modern customer experiences using enterprise knowledge, Oracle announces Oracle Knowledge 8.6. 

Oracle Knowledge 8.6 provides a rich set of new capabilities, introducing significant product enhancements. This release builds on key investment areas such as Analytics, AnswerFlow, Intelligent Search, Authoring and Knowledge Integrations for Self-Service and Contact Center.

Additionally, Oracle continues to place emphasis on certification on the latest set of platforms including operating systems, database and application servers.

Please join us for our upcoming webinar by selecting the below link and register: REGISTER for the Upcoming Oracle Knowledge 8.6 Webinar

Oracle Knowledge 8.6 New Features

Analytics - Building on the re-architecture of the Knowledge Analytics in 8.5, the new release adds features for enabling multi-department, enterprise scale deployments:

17 Additional Reports including reports for enablement of KCSsm based processes

Segmentation by View and Category

AnswerFlow Analytics

Performance, scale and error handling improvements

AnswerFlow - Significant enhancements to make AnswerFlow suitable for larger scale deployments:

Versioning and grouping of flows

Deployment and publishing

Improvements to the editor

Intelligent Search - Emphasis on multi-lingual capabilities for global rollouts and additional sources:

Expanded Language Coverage with Natural Language Processing in 36 Languages

Translated Industry Ontologies and Intent Support in 24 Languages

Support for crawling Sharepoint sources authenticated with NTLM v2 and sources protected by Oracle SSO

Knowledge Integrations for Self-Service and Call Center Desktops – Improving the ability to deploy Knowledge for enabling customers and agents:

Reference pagesets for Mobile UIs/responsive design

Knowledge Integration into Oracle EBS Service

Knowledge Integration into Oracle Service Cloud Chat

Knowledge Authoring – Ongoing improvements to enable authors:

Significantly improved Version Comparisons including Compare Source Versions on Translated articles

Convenience features for saving work in progress

Additional security features

Platform Support and Availability:

Oracle Knowledge continues to support a wide variety of operating systems, databases and provide support for a selection of application servers. Release 8.6 is now generally available on an expanded set of platforms, including;

Operating Systems: Linux 5/6, Solaris 11, Windows Server 2008, 2012

Databases: Oracle 11g/12c, Oracle RAC, SQL Server 2008, 2012

Application Servers: Weblogic 11g/12c, Tomcat 7, WebSphere Application Server 8

Java: JRE 7 and 8

For more details about Oracle Knowledge 8.6 functionality, please refer to the resources below:

Oracle Knowledge 8.6 Data Sheet

Oracle Knowledge 8.6 Documentation

Wednesday Feb 25, 2015

Oracle Service Cloud February 2015 Release is Generally Available!

We are pleased to announce the availability of the Oracle Service Cloud February 2015 Release. 

This latest release provides broad range of enhancements across the Oracle Service Cloud pillar.  Highlights include:

  • Web Customer Service: Private Messaging Support for Facebook
  • Web Customer Service: Mobile Compatibility for Integrated Cobrowse
  • Contact Center: Service Email, Outreach & Feedback Enhancements
  • Contact Center: Agent Browser User Interface
  • Contact Center: Incident Archiving Improvements
  • Oracle Policy Automation for Service Cloud
  • Platform: Add-In Manager Enhancements
  • Platform: Supporting IPv6

To find out more, please check out these resources:

To stay up to date on new releases, events, and other important news, please be sure to subscribe to News and Announcements on the RightNow Community.


Sunday Feb 01, 2015

Oracle Voice Brings a Mobile, Speech-Enabled Virtual Assistant to the Oracle Sales Cloud in Release 9 on Smart Phones

Sales Reps now have a fast, friendly and fun way to talk to the Cloud

Redwood Shores, Calif—Jan 15, 2015

News Summary

A Sales system is only as good as the sales data it holds, and most of this data comes from field sales representatives who are expected to enter it on their laptops and desktops. But typical reps spend 32% of their time traveling and waiting for meetings. During these times, the only device available may be a smart phone. No surprise then that current sales data may be delayed getting into sales systems, impacting sales leaders' visibility into sales activity.

Release 9 of the Oracle Sales Cloud brings Oracle Voice (officially "Oracle Fusion Voice Cloud Service for the Oracle Sales Cloud"), a speech-enabled virtual assistant that lets sales reps speak directly to the Oracle Sales Cloud on their smartphones. Oracle Voice represents Oracle's ongoing commitment to bringing the best user experiences to the Oracle Applications Cloud. It's a fast, friendly and fun way for reps to view their work, so they walk into meetings prepared. Walking out of meetings, they are able to quickly create Notes, Activities and Contacts, and update Opportunities while the information is still fresh in their minds. With increased usage, everyone benefits from current sales data, improved visibility from sales activities, and better sales decisions.

News Facts

  • Oracle first delivered voice user experiences in Oracle Fusion Mobile Expenses on the smartphone, and found such a great reception we decided to pursue other areas where it benefits the user.
  • The next most meaningful group of users were sales representatives, whose primary device is often the smart phone and whose primary job is talking.
  • Instead of relying on slow typing on a smart phone, sales reps can enter information three times faster by speaking to the Oracle Sales Cloud through Oracle Voice – a key user experience improvement. Since details are precisely captured and follow-ups are quicker, deals are closed faster and more efficiently.
  • Oracle Voice focuses on letting field sales reps quickly accomplish a few key tasks that are frequent yet time-critical: creating and viewing Notes, Tasks, Appointments, Contacts and also editing and viewing Opportunities. For example, one-command access to Opportunity details and notes lets them walk into meetings better-prepared. Capturing sales information through notes and activities right after a meeting retains important details in the system that would otherwise be forgotten.
  • Oracle Voice allows users to switch between voice, touch, and typing as needed.
  • Users don't need any training to navigate and interact with Oracle Voice; they can simply tap and speak in a command. Oracle Voice takes them through a natural, conversational dialog to help them view or capture sales data in real-time.
  • The Oracle Applications Cloud, in this case, the Oracle Sales Cloud Release 9, provides a unique capability to deliver innovative user experiences, leveraging Nuance's automatic speech recognition and text-to-speech conversion.
  • Oracle Voice is currently only available in North America with support for US English.
  • In a recent study, 80% of Oracle field sales reps testing Oracle Voice said the product exceeded their expectations for productivity and ease of use.

· Supporting Quotes

  • "Oracle's own sales organization was involved in developing Oracle Voice for the Oracle Sales Cloud. We wanted to be sure that the user experience is seamless, works well on mobile devices, and is easy for all sales reps to use," said Kate Fitzgerald, Group Vice President, Oracle Sales Automation.
  • "It understands me better than similar speech-enabled assistants do," said Andrew Dunleavy, Sales Representative, Oracle Fusion Middleware.
  • "Busy sales people on the go need to very quickly and effectively interact with their enterprise systems. With Oracle's enterprise experience, and Nuance's natural language processing, we have made it as simple as using their voice," said Jeremy Ashley, Vice President, Oracle Applications User Experience.
  • "Mobile smart phones and tablets are quickly becoming the leading devices for interacting with enterprise applications, and Oracle has led the way through our broad set of mobile apps. Working with Nuance, we are also leading the way in using speech interfaces to make it easier and more natural to interact with enterprise solutions," said Alan Fothergill, Vice President, Oracle Applications Development

  • Looking for a fun, speech-enabled virtual assistant for your sales team? Try Oracle Voice!
  • Want to create a task quickly after a meeting? Talk to Oracle Voice as you would in a natural spoken conversation!
  • Want to create an appointment quickly after a meeting? Talk to Oracle Voice as you would in a natural spoken conversation.
  • Getting ready for a sales meeting? Just tap on the microphone button and say the name of the Opportunity to bring up details.

Supporting Resources

Tuesday Nov 25, 2014

Oracle Service Cloud November 2014 is now Generally Available

Today marks yet another great quarterly product release for Oracle Service Cloud. The November 2014 release delivers a broad range of improvements to Cross-Channel Contact Center, Web Customer Service, and the Service Cloud Platform. 

In order to receive release announcements on a regular basis, it is recommended that customers and partners subscribe to the News and Announcements discussion forum on the RightNow Community. 

Release Resources

November 2014 Quarterly Release information can be found by clicking the links below.  Please take a few minutes to familiarize yourself with the resources that are available to you. They include:

Key Elements of the Oracle Service Cloud November 2014 Release

Oracle continues to empower its customers to deliver great customer experiences with Oracle Service Cloud.  The November 2014 release of Oracle Service Cloud adds new capabilities that enable agents to view and understand the customer’s journey, designed to increase customer satisfaction and resolution. In addition, this release previews new “easy” access options for infrequent users as well as adding enhancements to key areas of the product including Contact Center, Co-browse and Platform. 

Web Customer Service: Understand the Customer’s Journey with Visitor Browser History

Visitor Brower History adds new functionally to Chat that allows agents to view recently visited web pages to better understand the customer's transition from self to assisted service. This feature empowers agents to skip question and answer time and jump right to resolution thereby reducing average chat handle time and increasing customer satisfaction. Additionally, agents can effortlessly access the historical URLs and gain immediate visual insight into the actions that led to the customer's need for agent assistance. Visitor Browser History delivers a connected experience by continuing the conversation from the point of escalation. 

Web Customer Service: Enhanced Co-browse

The November release adds enhancements to Co-browse including:

·  Instant mode, with no plug-in requirements: Faster launch process to make co-browsing even more efficient. 

·  More control over customer UI: New options for on-page launch points along with the ability to easily configure the look and feel of each customer-facing element. 

·  Contact Center Efficiency: By enabling agents to handle issues more quickly and accurately; Increase customer satisfaction, with co-browse we reduce the potential for miscommunication.

Contact Center: Communicate to Preferred Email Address 

Every communication is important to your business. Ensuring those communications are delivered in the customer’s preferred method is imperative to a great customer experience. This release improves functionality around customers with multiple email addresses. Organizations can communicate with the customer’s preferred or initiating email address rather than using other email addresses that maybe stored for them. Additionally, an agent working on the incident response can select the contact’s email address from a menu for a future reply when the customer requests the change. This enhancement allows organizations to adhere to email legislation and best practices by reducing duplicate communications to contacts.

Contact Center: Access Service Cloud from Any Browser 

Oracle is enhancing the desktop with an intuitive browser based interface for infrequent users. The November release will provide a first preview of this new interface. Infrequent users will have the ability to access common tasks and reports across incidents, contacts, organizations, tasks, and custom objects using any browser.

The Agent Browser UI will utilize the existing service cloud meta-data, speeding deployment without requiring additional configuration.  The Agent Browser UI will be provided in addition to the existing smart client and mobile agent desktop.  

Contact Center: Agent Desktop Enhancements 

We continue to improve the Agent Desktop with new key capabilities that increase agent efficiency and productivity. New capabilities include: 

·  Recent item in drop down: Agents spend a lot of time setting values in drop down and search fields. Often they use the same values repeatedly. This feature will allow them to quickly set the value to commonly used entries. This will save them time and provide a better user experience for the agent 

·  Recent items in search fields: User’s can now reduce number of clicks to find recent items in search; additionally this also reduces server hits.

·  Pinning/unpinning recent items: Users can now pin recent items, allowing agents to quickly return items, and items can easily be unpinned as well. 

·  Tool Window in Status Bar: The tool window can dock in the Status Bar or the full tool window functionality can be expanded, increasing screen real estate. 

Contact Center: Experience Routing Enhancements

In May 2014, we introduced Experience Routing with its innovative approach to skills based routing. With this release, we further enhance Experience Routing to give contact centers the ability to customize the agent skill requirements for each queue. This offers contact centers more flexibility to control the quality of service offered.  New capabilities allow contact centers to specify an ideal skill score requirement for a queue. Chats arriving into this queue will be assigned to agents with a skill score equal to or greater than this value. This new feature helps organizations deliver VIP Treatment by assigning your best agents to your most valued customers, optimize agent skill utilization by leveraging each agent’s full range of competencies (from novice to expert skills) as well as meet SlonLA targets by expanding the pool of eligible agents during traffic spikes. 

Platform: New Regional Hosting Centers

Delivering reliable services requires you to ensure your business is protected should something go wrong. Your business demands a robust solution that has the global access and redundant infrastructure to deliver exceptional service anytime and everywhere it is needed.

In 2013, we opened our hosting centers in Kitakyushu Japan, Sydney Australia, and Singapore. In 2014, we opened the UK Government Cloud.  Work is being done to expand our presence in the US, as well as PCI compliant offerings in non-US geographies. The Oracle Service Platform “Available Everywhere” Cloud Infrastructure is now hosted in thirteen robust market leading global hosting centers. All our hosting centers are World-Class geographically disbursed, Tier IV “Carrier Class” to meet our strict standards for availability, reliability, and security.


If your customer is interested in upgrading, please refer them to these resources: Select the link below and navigate to the “Upgrade Guides” section

Upgrades can be initiated online at under the My Site Tools section.

We will engage with your customer to create your upgrade plan, including development effort and timeline. We will also do everything we can to help facilitate a smooth, successful acceptance test and upgrade.



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