Daily CX updates for the Oracle EMEA CX partner community

New Oracle Service Cloud release enables organizations to better understand the Customer Journey and drive Service Collaboration

Richard Lefebvre
CX Partners programs Director

Oracle Service Cloud Enables Organizations to Better Understand the Customer Journey and Drive Service Collaboration - Latest release delivers new features for more-connected customer engagements and improved service experiences

Redwood Shores, Calif. – January 28, 2015

expectations for enhanced customer experiences grow, service teams need
to focus on engaging and retaining consumers, empowering employees, and
adapting quickly. The latest release of Oracle Service Cloud
helps organizations meet these challenges, and offers tools that enable
agents to better understand their customer’s needs and rapidly resolve
cases to deliver an outstanding experience.

The latest Oracle Service Cloud release features:

  • Building on its commitment to help organizations deliver successful customer experiences, Oracle has updated Oracle Service Cloud
    with capabilities such as skills-based routing, visitor browser
    history, and better social monitoring. New tools to empower rapid
    resolution through collaboration, enhanced cobrowsing, and policy
    automation help service teams better understand the customer journey.
  • Following Oracle’s acquisition of LiveLOOK, this latest release
    tightly integrates the enhanced Oracle Co-browse feature within Oracle
    Service Cloud.
  • Oracle Service
    Cloud combines web, social, and contact center experiences for a
    unified, cross-channel service solution that enables organizations to
    increase sales and adoption, build trust and strengthen relationships,
    and reduce costs and effort.
  • Part of the Oracle Customer Experience Cloud portfolio of applications, Oracle Service Cloud easily integrates with Oracle Marketing Cloud, Oracle Sales Cloud, Oracle Social Cloud, and Oracle Commerce to provide a 360-degree view of the customer journey.

Better Understand the Customer Experience

Oracle Service Cloud helps organizations better understand the customer experience with:

  • Skills-based routing: This capability helps match a specific inquiry
    with the best-available agent. Organizations can provide a
    differentiated quality of service based on customer value or other
    segment attributes, solve inquiries more quickly, and improve overall
  • Visitor browser history:
    When consumers escalate from self-service to assisted service, visitor
    browser history empowers chat agents to locate recently viewed web pages
    and gain immediate insight into the actions that led to the customer’s
    need for help. This results in increased customer satisfaction and cost
    savings through reduced average handling time.
  • Oracle Social Cloud: Broad social monitoring and powerful analytics
    help organizations better understand when to proactively engage their
    customers in social networks outside of their control. Oracle Social
    Cloud can seamlessly escalate social posts to Oracle Service Cloud,
    where a suite of service engagement tools can be leveraged for an
    effective response. Subsequent customer replies are automatically
    threaded with the original, which can trigger an Oracle Service Cloud
    action. This results in early identification of trends, improved
    customer satisfaction, and the elimination of costly cross-department

Drive Service Collaboration and Rapid Response with Oracle Service Cloud

  • Oracle Co-browse: The updated Oracle Service Cloud more tightly
    integrates this feature, allowing customers to share their screen with
    an agent immediately in instant mode—no download required. This improves
    first-contact resolution rates and enables faster voice and chat
  • Service collaboration:
    Fully integrated capabilities enable agents to harness expertise from
    across the organization via conversation threads and document sharing.
    Facilitated directly through the agent console or mobile devices, this
    collaboration drives faster and more complete case resolution.
  • Policy automation: For organizations with many or frequently changing
    procedures, policy automation in the cloud delivers dynamic interviews
    to both agents and customers to immediately determine eligibility. This
    latest release includes enhancements to the interview experience, as
    well as modeling productivity improvements such as collaborative
    modeling and industry-specific sample projects to accelerate

“We are committed to
helping modern customer service organizations drive service efficiency
and effectiveness as well as improve customer acquisition and
retention,” said Stephen Fioretti, vice president, Product Management,
Oracle Service Cloud. “With the latest release of Oracle Service Cloud,
we continue to deliver rapid innovation for our customers. The new
features and capabilities will help companies better understand and
serve their customers with service collaboration, optimized case
routing, and improved agent productivity.”

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