Thursday May 22, 2014

Atradius Collection's Success in Netherlands with Oracle Sales Cloud

Atradius Collections is the leading collections agency in the world. In this short 4' video, learn how Atradius (Netherlands) is using Oracle Sales Cloud to capture the voice of its 14,500 global customers & deliver the highest customer service.

Spotlight on Enigen UK

The start of 2014 has certainly been a busy and successful time for Enigen UK!

They have just won ‘Oracle Specialised Partner of The Year’ recognition of their success and relationships with customers, delivery capabilities and business development through Social Media. The full press release is available via Oracle and Enigen.

Enigen have continued to invest heavily in ‘all things Oracle Applications’, putting them in a strong position to offer the full CX Suite, but they have also invested heavily in their recruitment strategy.

The Enigen Oracle Service Cloud Team (aka RightNow) is made up of ex RightNow Professionals and the most recent addition to the team has been to their Oracle Sales Cloud Team.

Sundar Karumanchi has joined the Enigen Team as a ‘Fusion CRM Domain Architect.’ Sundar joins from Oracle Fusion CRM Product Development, where he’s been leading the application development streams for a number of key features and functions, over the past 6 years.

Full Q&A Via: http://ow.ly/uw7oQ

To keep up-to-date with Enigen, find them on Twitter via @EnigenCRM

The Art of Easy with Oracle Service Cloud (aka RightNow)

We from the Oracle Service Cloud have recently posted a series of 6 blogs talking about the art-of-easy.

Modern customer service is about making things easy, but making things easy isn’t trivial at all. 

Read what the experts’ product area owners have to say about the art of making it easy for customers, agents and management in a modern customer service organization (and feel free to share this with your clients).

1) "Modern Customer Service" by JP Saunders http://bit.ly/1h8A93I

2) “What Happens When Easy Goes Wrong" by David Fulton bit.ly/1fP0WfS

3) “Easy Decisions Complex Problems" By Heike Lorenz http://bit.ly/1qGdlYO

4) "Moving at the Speed of Easy" by Chris Omland http://bit.ly/1qVYMSZ

5) "Knowledge Makes It Easy For Everyone" by Nav Chakravarti http://bit.ly/1mmpmSj

6) "Making Easy both Efficient and Effective" by Melinda Uhland http://bit.ly/R10iWz

Happy reading!

Daniel Foppen (Oracle Service Cloud Product Manager for EMEA)


Oracle Service Cloud May 2014 Release is available

We have marked yet another successful quarterly product release.  The May 2014 release of Oracle Service Cloud (RightNow) delivers a broad range of improvements to Web Customer Service, Cross-Channel Contact Center, and the Service Cloud Platform. 

Release Resources

May 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:

In the May 2014 release of Oracle Service Cloud we continue our commitment to improving and enhancing the Oracle Service Cloud suite of applications in order to empower great customer experiences. 

Customers will benefit from new Web Customer Service features, including Experience Routing to provide the most qualified resource to a given interaction, and an increase in the breadth of Siebel Service with the ability to channel service requests through Customer Portal. The Cross-Channel Contact Center has enhancements to multiple products and features. The Agent Desktop delivers a more flexible and faster user interface.  You will have more access to the voice of the customer with one-click configuration to enable Feedback for mobile devices, as well as enhancements to Social Monitoring, and Search.  On the Cloud Service Platform, we are delivering advancements to improve performance and new APIs to increase extensibility.  A complete list of enhancements to Oracle RightNow Service Cloud can be found in the May 2014 Release Notes.

WEB CUSTOMER SERVICE

Chat - Experience Routing

Increase customer satisfaction by providing the most qualified resource to a given interaction. For agents, maximize efficiency by aligning specific customer needs to their skills and availability. Experience Routing identifies agent product skills, language skills, and workload to optimize customer engagement and agent utilization. Additionally, the Queue Affinity scheme enables you to designate primary agent responsibilities, overflow coverage, and VIP queues without needing to make changes in real-time. Experience Routing provides prioritization and assignment control to meet business objectives.

Customer Portal - Self Service for Siebel

Existing Siebel Service users extend the breadth of the service experience to their customers through Web Customer Service. In this release, end customers can create service requests in Siebel Service from the “Ask a Question” page in the Customer Portal. Additionally, Smart Assistant can be enabled to potentially resolve the customer’s service request without an agent, before the service request ticket is created.

CROSS-CHANNEL CONTACT CENTER

Agent Desktop - Enhanced Smart Client

This enhanced user interface (UI) provides agents with a highly flexible and faster desktop. Enhancements to Smart Client add several new features, including an updated look and feel, enhanced movable controls, and overall UI performance improvements. Now agents can personalize their Smart Client experience with the ability to position UI controls for their individual work preferences, such as drag and drop of select side bar controls to the left or right side of the console. These movable controls can also be undocked and arranged on another monitor for more convenient use of monitor space.  Additional functionality provides the ability to anchor Quick Search and Recent Items to the bottom of the console. This release also includes enhanced UI performance, delivering faster response time and reduced memory consumption.

Social Monitor - Enhanced SRM Integration

Increase your social responsiveness with the native integration of Oracle Social Response Management (SRM) and Oracle Service Cloud Social Monitor.  In this release, you will gain the ability to identify the severity of a customer issue and escalate more quickly by leveraging SRM’s noise filtering and semantic analysis.  Social Monitor searches are executed every 5 minutes (previously 15 minutes). This allows customers to meet their service level agreements (SLAs) for the social channel. Additionally, Facebook “dark posts” and “unpublished posts” are now monitored and agents can respond to comments on “dark posts”. On the agent desktop, Twitter and Facebook responses are included in context of a service incident, and service quality is ensured by way of automatic follow-up tracking as well as the ability to trigger actions on any customer response to an incident.

Feedback - Mobile Optimized Surveys

Increase response rates by offering a format automatically optimized for the device on which the survey is being viewed. This new capability optimizes your survey for mobile by simply selecting a checkbox. In the survey designer, you can choose to dynamically display questions or content based on mobile detection. Additionally, survey completion reporting is expanded to determine usage of your surveys from mobile versus the standard desktop.

Analytics - Search Dialog Enhancements

Empower your customers to personalize their report’s search window layout to their unique preference. This new functionality will allow console users to resize, reorder, and stack filters, organizing them in the way that they find most useful. Formatting is made easy with an intuitive design that simply leverages drop down menus as well as drag and drop capabilities. With these Search Dialog enhancements, users will save time by prioritizing filters of importance, having quicker and easier selection of filter values, and retaining layouts for future use.

CLOUD SERVICE PLATFORM

Integration - ROQL Enhancements

Improve the functionality offered to developers to build dynamic data integrations.  In this release, you now have the ability to discover object model meta data using ROQL queries.  This feature allows for developing low maintenance ‘metadata-driven’ cloud data integrations.

The Site Information Object, now available through ROQL, includes the ability to retrieve data such as the CX release information, supported API versions, and applied service packs on a given Service Cloud instance.  This enables developers to build integrations that are adaptable across multiple CX versions. 

Integration - Enhanced Public API Support for Mailboxes

Enable email-based integrations or incident forward customizations using information about mailboxes. Existing mailbox objects have been enhanced to access additional attributes through public APIs. This functionality provides the ability to determine the mailbox values for from address, reply-to address, incoming/outgoing enabled, friendly from address, mailbox type, and more.

Extensibility - Business Rules Invoke Object Event Handlers

Extend the business rules framework by leveraging object event handlers. Object event handlers are PHP scripts used for custom business logic that can be associated with create, update and delete operations on standard and custom business objects. This feature allows customers to trigger those object event handlers via business rules.

UPGRADES

Upgrades can be initiated online at http://cx.rightnow.com under the My Site Tools section.  We will engage with your customer to create your upgrade plan, including development effort and timeline. And, we will do everything we can to help facilitate a smooth, successful acceptance test and upgrade.  If your customer is interested in upgrading, please refer them to these resources:

Oracle RightNow Cloud Service Upgrade Recording - Navigate to Tab Upgrade

Documentation Link - Navigate to Upgrade Guide section

We hope you are as impressed with this great release for Service Cloud as we are. For more information contact: daniel.foppen@oracle.com (Oracle Service Cloud Product Manager for EMEA)

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