By Richard Lefebvre on Sep 18, 2013
Oracle’s acquisition of RightNow (Oracle Service Cloud Service or Oracle Service Cloud) presents Oracle customers, including those with Siebel deployments, with a unique opportunity to leverage Oracle Service Cloud functionality with their existing Siebel Contact Center and Service functionality. As an industry leading cloud multi-channel service and support solution, Oracle Service Cloud complements the robust on premise functionality provided by Siebel Service. By leveraging both solutions in an integrated fashion, customers can drive improved customer acquisition, retention, and efficiencies.
Oracle Service Cloud (RightNow) Integration with Oracle Siebel Service: a White Paper for Partners
The concepts set forth in this document provide guidance for customers who plan to integrate Oracle Siebel Service/Contact Center and Oracle Service Cloud. Customers can incorporate the concepts and methodologies illustrated here as part of their own or partner-assisted efforts in an integration project.
This paper will discuss numerous integration approaches and several use cases that highlight the value of integrating Oracle Service Cloud Web Self Service (Customer Portal) with Siebel Contact Center to deliver a multichannel customer service experience. These solutions and use cases are based on two Oracle components:
Oracle Service Cloud release 13.2 or later
Oracle Siebel CRM release 22.214.171.124 or later