By Claudia Nastase-Oracle on Feb 11, 2015
The February 2015 release of Oracle Service Cloud provides significant enhancements and capabilities in the areas of social monitoring, cross-channel contact center, policy automation and cobrowse.
In this release, Oracle enhanced social monitoring by providing the ability to response to customers on Facebook through private messaging. This allows agents to quickly transition to a private channel while allowing customers to stay on the Facebook channel. Additionally this release will add new features to enhance Collaboration, including notification flags. New features continue to be added to the Agent Browser User Interface including; Workspaces, Knowledge, and Analytics.
Please join us to learn about these and other capabilities delivered in the latest release.