by Monica Mehta
A new version of Oracle Service Cloud, released earlier this year, helps companies obtain better information about their customers and react more quickly to social media activity.
Location: Cincinnati, Ohio
Industry: Professional services
Revenue: US$2.856 billion in FY 2014
Oracle product: Oracle Service Cloud
Denise McCutchen Grace
Vice President and General Manager, Customer Experience Solutions
Length of tenure: Eight years
Education: Bachelor’s degree in business administration, University of Texas at Austin
Personal quote/mantra: “Delivery sells.”
The latest release includes skills-based routing, which lets companies match inquiries with the best available agent and provide differentiated customer service. The new release also helps agents locate the web pages viewed by customers before they submitted queries via the company website, giving agents better insight into what led the customer to ask for help.
Denise McCutchen Grace, Vice President and General Manager, Customer Experience Solutions, Convergys
Allyson Boudousquie (left), Vice President of Market Product Strategy, and Denise McCutchen Grace, Vice President and General Manager, Customer Experience Solutions, Convergys
Allyson Boudousquie, Vice President of Market Product Strategy, Convergys
Also new to Oracle Service Cloud is tighter integration with the cobrowse feature, which lets customers share their screen with an agent in instant mode, with no download required.
Finally, integration with Oracle Social Cloud has been strengthened. Oracle Social Cloud can now seamlessly escalate social posts to Oracle Service Cloud, where agents can use service engagement tools to respond. Companies can now more quickly resolve issues via social media.
“These latest integrations between Oracle Social Cloud and Oracle Service Cloud are driving more satisfying and rewarding customer experiences,” says Faz Assadi, vice president of Oracle Social Cloud. “And that’s helping our customers to meet and exceed their customers’ needs.”
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