The FINANCIAL — Introducing new robust capabilities to support servicing customers when agents are away from their desks, Oracle Service Cloud now leverages the power of Oracle Fusion Tap, a native application for iPad that redefines user productivity while on-the-go, according to Oracle.
Designed specifically for mobile agents, specialists and managers, Oracle RightNow Mobile Agent App, part of Oracle Service Cloud, helps improve productivity and resolution time, according to Oracle.
The May 2013 release of Oracle Service Cloud also includes enhancements to the Customer Portal by utilizing mobile device cameras, optimizing for mobile SEO and removing the dependency on CSS and Javascript, thus enabling use on a wider array of mobile devices such as hand-held game-systems and Ketai phones. These enhancements allow customers to get service from any device, find mobile content more easily, and enhance problem descriptions with images to shorten resolution time, Oracle said.
“Oracle Service Cloud is a core component of our Application Services for Oracle Customer Experience Suite, which help clients leverage investments in their CRM systems with lower costs and increased flexibility. Our expertise in Software as a Service (SaaS) implementations supported with cloud factories, tools and methods, combined with a longstanding alliance with Oracle, have allowed us to build our Oracle Service Cloud implementation capabilities that provide our clients with a strong framework for success," said Stephanie Arnette, Global Lead for Oracle Customer Experience, Accenture. "We're excited to see continued investments from Oracle with the May 2013 release, including robust mobile capabilities that can help our clients stay competitive,” he added.
“The new release of Oracle Service Cloud with Oracle RightNow Mobile Agent App specifically addresses and solves important pain points for the mobile employee,” said David Vap, Group Vice President Product Development, Oracle. “Organizations will discover increased efficiency through un-tethered access to real-time, up-to-date contact records and service history information, ensuring interactions with customers are timely, relevant and engaging. This helps reduce time to resolution, in turn driving customer satisfaction and building customer loyalty through strengthened relationships,” he added.
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