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Customer Experience

What’s New in Oracle Service Cloud?

by Monica Mehta

November 2015

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.

Snapshot

Convergys

    Location: Cincinnati, Ohio

    Industry: Professional services

    Employees: 125,000

    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.”

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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.

Convergys

Launch the Slideshow

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.”

Action Items
  • Integrated Service
  • Oracle Service Cloud
  • Photography by Shutterstock