Sunday Dec 16, 2012

RightNow stunning references: Spotlight on "The Boston Globe"

The Boston Globe’s World Class Contact Center Improves Customer Service and Retention with Oracle Web, Mobile, and Social Media Solutions.

“Oracle RightNow solutions help us deliver exceptional customer support to both print customers and our technology-savvy digital customers. Whether customers are chatting online with an agent or finding answers from their mobile devices, Oracle RightNow solutions help our clients get the information they need anytime, anywhere.” ‒ Robert Saurer, Director of Customer Care and Marketing, The Boston Globe

Read the full Press Release here

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

81% of European Shoppers Willing to Pay More for Better Customer Experience

Customer Experience provides strategic driver for business growth

  • Research released today from Oracle has revealed that customer experience is now a key driver for revenue growth in Europe, and an effective channel for brand differentiation in a globalized economy where products and services are increasingly commoditized.
  • The research report, “Why Customer Satisfaction is No Longer Good Enough, reveals that 81% of consumers surveyed are willing to pay more for superior customer experience. With nearly half (44%) willing to pay a premium of more than 5%.
  • Improvement of the overall customer experience (40%), providing quick access to information and making it easier for customers to ask questions (35%) were cited as key drivers for spending more with a brand.
  • The pan-European research, carried out in June 2012 by independent research company Loudhouse, surveyed 1400 online shoppers (50% female, 50% male) who had made a complaint or enquiry to a customer service department in the last 12 months.
  • For full research findings please go to: or check the Press Release

Customer Concepts Magazine, Issue 2012, 05

Dive into this new edition of the Customer Concepts Magazine to learn how to delight your customers, why they will dump you if you don't, and what to do about it:

It rocks! It is a "Must Have"! It is free for you: Oracle TAP for iPad available from AppStore Now

Sales people Mobility is no longer a ‘nice to have’ it’s a ‘must have!’ 

Oracle Fusion Tap live and free of charge @AppStore now! 


Partner Webinar Series CRM/CX Best Practices - Each Friday - 10am PST

A CRM/CX Best Practices Webinar will be led each week by the Oracle CRM/CX Sales Consulting team and focus on

  • Demo best practices and previews
  • Lessons Learned from Sales Cycles
  • Competitive & product/solution positioning information
  • Product updates& progress

Replays are available from the webinar's portal.

Please see the agenda and webinar details here and join us to learn about a new CX topic each Friday at 10am PT.

RightNow Knowledge Zone and specialisation material

Have you visited and registered to the Oracle RightNow Knowledge Zone ?

It is loaded with meaningful information and material to support your RightNow business enablement, including this Oracle RightNow CX Cloud Service 2012 Essentials Exam Study Guide(PDF) which includes exam sample question and will help you preparing your specialization!

For information the RightNow specialization, please visit the Specialization guide which offers a consolidated view of the Specialization Competency readiness for all launched and planned Specialization, and the Criteria that need to be met for joining the OPN Specialized program, as well as the latest information on Oracle Partner Network certification exams available here.



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