We are pleased to announce the
availability of the Oracle Service Cloud August 2014 Release.
This latest release provides
significant new features and capabilities across the Oracle Service Cloud
pillar. Highlights include:
- Fully-featured collaboration service
- Optimize agent utilization in Experience Routing
- Leverage preloaded data with Virtual Assistant
- Simplify and improve the design delivery and
effectiveness of interviews in Policy Automation
- Providing ODBC & JDBC client-side driver for
data-access in Cloud Service Platform
- And more…
To find out more, please check out
Key Elements of the Oracle Service
Cloud August 2014 Release
In the August 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.
2014 release provides significant new features and capabilities across the
Oracle Service Cloud pillar. A new level of service collaboration is
being delivered through the Cross-Channel Contact Center.
With this fully-featured collaboration service, agents are now empowered to
harness the expertise across your organization directly from their Agent
Desktop. You will also benefit from new Web Customer Service enhancements
to Experience Routing which optimize agent utilization, and with Virtual
Assistant, the ability to leverage preloaded data to personalize and anticipate
users’ needs without requiring them to first type a question. Policy
Automation delivers a new level of functionality to simplify and
improve the design delivery and effectiveness of interviews. On the Cloud
Service Platform, we are providing ODBC
& JDBC client-side drivers for data-access that deliver a seamless
out-of-the-boxexperience for data access.
CHANNEL CONTACT CENTER
expertise across your organization with robust Service Collaboration. By
providing seamless access to the best resources throughout your team, your
service agents can work together to more quickly resolve issues and deliver a
higher level of service. In this release, agents can collaborate directly
from the incident workspace without leaving the agent desktop and can
collaborate anytime and anywhere with mobile collaboration apps.
Service-specific functionality enables frequent collaborators to
prioritize their conversation participation based on urgency and business
priority. Agents stay informed with real time capabilities such as
activity streams and integrated notification alerts on important posts.
Along with enhancing the productivity and efficiency of your agents, you
can harness undocumented knowledge present in your organization and make
information more accessible to the whole organization for future inquiries.
WEB CUSTOMER SERVICE
Chat - Experience Routing Optimized Assignments
With Experience Routing we
streamlined the implementation of skills based routing. In this release,
you will improve the responsiveness to your customers by evenly distributing
the workload to optimize your agent utilization when assigning chats. For example,
if there are multiple qualified agents available to take a chat, we assign the
chat to the agent who is handling the fewest number of simultaneous chat
sessions. The addition of reporting on queue performance by profile gives
you a better understanding of how different agents groups perform against skill
types. Also, enhanced trend reporting enables you to detect trends in changing
skill and staffing requirements.
Assistant - Extensions for Dialog
Virtual Assistant enables your
customers to have a conversation that offers personalized and engaging
human-like interactions. The improved integration capabilities in this
release enable you to ‘inject’ personal and contextual information from other
data sources at the point of initiation in order to influence the content and
direction of the dialog flows. This allows you to start the interaction
by anticipating likely user needs, reflecting your understanding of what the
user is experiencing, rather than a generic ‘How may I help you?” type of
improvements to the interview experience for easier and more effective dynamic
interviews. The enhanced layout provides the ability to embed images,
organize the design of the layout with a side-by-side view and intuitively show
or hide controls. In this release we have also streamlined the ability to
audit interviews. You now have the ability to store and view decision reports
in the Agent Desktop or any connected application, and to capture evidence you
can simply choose and upload any document.
To improve the
modeling of interviews, in this release we introduce collaborative modeling to
enable designers to work together on the same project. This prevents any
conflicting changes and shows what has changed and why.
We have added
even more sample projects to help you effectively build a business case,
quickly get new interviews started and enhance existing interviews.
The new Web
Service Connector allows you to securely integrate interviews with any
application and easily map policies onto the data model of other applications
all through a standards-based integration.
facilitate deployment efficiency you will find a new and simplified Hub user
interface that provides a view of separate histories for project changes and
deployments as well as the ability to centrally manage and review data service
We are pleased to announce the
availability of ODBC & JDBC data access capabilities in this release.
The most common cloud integration scenarios start with data access. ODBC
& JDBC are client-side drivers for data-access that deliver a seamless
out-of-the-box experience for data access. These drivers allow
common off-the-shelf software to query, extract, and report on data that lives
in the Oracle Service Cloud. 3rd party reporting tools,
analytics, data integration tools, visualization tools, spreadsheets and more
can gain immediate access to your data. These new ODBC & JDBC drivers for
Oracle Service Cloud offer greater data access convenience, flexibility, and
A complete list of enhancements to
Oracle RightNow Service Cloud can be found in the August 2014 Release
If your customer is interested in
upgrading, please refer them to these resources:
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