Thursday Jun 06, 2013

Socially Enabled Big Data Analytics and CX Management

In a recent blog post, Mike Stiles covered advanced “next” steps in how to leverage social data within an enterprise’s Big Data Analytics, Business Intelligence and Customer Experience Management deployed applications and systems. This is a follow-up to a post he wrote in April around the first step in implementing a Social CRM approach and the value for any enterprise specific social data.

Oracle Announces Latest Release of Oracle Service Cloud, Offering Robust Support for Mobile

New Oracle Service Cloud Mobile Agent App Strengthens Oracle Service Cloud’s Cross-Channel Contact Center Solution

Today one in seven Oracle customer service sessions come from mobile devices, allowing customers to instantly request service whenever and wherever they are and leading to an expectation of an instant response. As a result, roaming service agents need mobile applications to increase their productivity and responsiveness to customers. The latest release of Oracle Service Cloud, which includes  Oracle RightNow with Oracle RightNow Mobile Agent App, is designed specifically for the iPad and ensures that in today’s busy, multifaceted world service agents, specialists, and managers can stay connected and productive, even while on-the-go. Better access, both online and offline, puts mobile business users in a prime spot for increased customer resolutions. As a result, this improves customer satisfaction and strengthens relationships.

Read all announcement details here

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