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ORACLE DATA SHEET
ORACLE SERVICE CLOUD
UNDERSTAND NEEDS, SOLVE
PROBLEMS, DELIGHT CUSTOMERS
Differentiate your brand by developing
lasting, profitable relationships via unified
web, social, and contact center
experiences
KEY BENEFITS
Engage Customers: Be consistent
across every channel
Empower Experiences: Connect the
people and the knowledge
Learn Insights: Understand true
customer value
Leverage Cloud: Deliver secure,
reliable, and adaptive experiences
To thrive in today's customer empowered environment, brands need to deliver
the best customer experiences when, where and how customers want it. Oracle
RightNow Cloud Service combines Web, Social, and Contact Center
experiences for a unified, cross-channel service solution in the Cloud, enabling
organizations to increase sales and adoption, build trust and strengthen
relationships, and reduce costs and effort. Oracle RightNow's service enterprise
platform provides transparent reliability, unmatched security, and total Cloud
freedom for mission-critical customer experience delivery.
WEB EXPERIENCE
Oracle RightNow Web Experience provides a rich online customer experience solution so
consumers can research, purchase, or resolve issues from any device. Set a standard for best-
in-class service by allowing your customers to interact on their own terms while you increase
conversions and lower service costs.
Web Experience provides these capabilities:
Intent Guide: Increase customer advocacy by guiding customers to highly relevant
knowledge and experiences through an understanding of intent from search queries.
Self-Service: Build trust and strengthen relationships by enabling visitors to find online
answers from any device. The self-learning knowledge base improves with every customer
interaction and provides deep and valuable insights into every customer or trend.
Mobile: Increase customer satisfaction and loyalty by providing customer support over
native, mobile web, and mixed mode apps that are optimized for each device.
Email Response Management: Deliver quality communications and timely resolution to
disruptive email volumes with personalized responses that leverage centralized knowledge,
routing, workflow and cross-channel communications.
Chat: Deliver just-in-time, personalized, interactive assistance at the right stage of every
customer interaction.
Co-Browse: Visual communication enables active collaboration to address queries
proactively in the most efficient and helpful way possible. Use cross-channel support to
increase service quality and improve agent productivity.
SOCIAL EXPERIENCE
Oracle RightNow Social Experience enables brands to manage social interactions as a fully
integrated part of the customer experience. Oracle RightNow Social Experience is designed to
extend the customer experience to the places where consumers are learning, sharing, and
buying across the social web.
Social Experience provides these capabilities:
ORACLE DATA SHEET
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Monitor: Participate in the conversation and know when to listen, contribute, or re-direct
interactions with proactive notification. Increase customer advocacy and retention by
elevation your connection to customers.
Support Communities: Increase answer relevancy and improve net promoter scores by
leveraging customers for social self-service, adding to your organization’s knowledge bases
with reusable content. Empower your customers with peer-to-peer and self-service support
communities.
Innovation Communities: Improve advocacy and increase opportunities with a cross-
channel online community solution. Innovation communities bring customer insights to the
innovation process to identify new business opportunities, prioritize and refine ideas, and
develop your next breakthrough product.
Self-Service for Facebook: Empower and differentiate your brand by increasing your
relevance, growing your fan base, and delivering on your brand promise where your
customers are.
CONTACT CENTER EXPERIENCE
Oracle RightNow Contact Center Experience delivers end-to-end management of the
customer journey through unified records, interfaces, and knowledge. Even your junior agents
are able to deliver exceptional experiences consistently across every channel for operational
efficiency and service excellence.
Contact Center Experience provides these capabilities:
Multi-Channel Dynamic Agent Desktop: Manage all customer interaction channels from
one unified agent desktop that can be seamlessly integrated with existing applications.
Empower agents with fast, accurate information to drive customer satisfaction and
rentention.
Mobile Agent App: Provides agents and managers with incident management as well as
contact, organization and staff account information optimized for the iPad. Anytime,
anywhere access improves incident resolution time, agent productivity, and manager
effectiveness.
Oracle RightNow and Oracle Sales Cloud: Oracle RightNow combines with Oracle Sales
Cloud to enable organizations to achieve sustainable business growth by gaining a complete
view of their customer relationship across service and sales to drive relevant interactions
that increase revenue and drive efficiency.
Scripting and Workflow: Streamline customer interactions and automating tasks behind
the scenes to increase agent efficiency while providing a more effective customer
experience.
Add-Ins & Custom Objects: Drive agent productivity and reduce meantime to resolution,
while lowering development costs, by embedding and extending the reach of the agent
desktop into enterprise and external applications.
SmartAssistant: Provides agents possible solutions to a question or issue based on the
current session history or the keywords in an incident's discussion thread. Leverages
knowledge foundation to suggest answers, reduce agent handle times, and ensure consistent,
high quality customer service
Guided Assistance: Provides an interactive guide to lead agents to the appropriate
knowledge and answers to solve customer problems
Unified Enterprise Data: Capture all channel communications into a single customer
ORACLE DATA SHEET
3
record to centralize disparate enterprise data—such as order and shipping status, RMA, and
address look-up—into the agent desktop.
ENGAGE EXPERIENCE
Through closed-loop marketing and integrated analytics, Oracle RightNow Engage enhances
the customer experience by delivering proactive, highly personalized communications while
providing brands with real-time actionable insights to build loyalty and drive revenue.
Oracle RightNow Engage provides these capabilities:
Outreach: Grow loyalty and advocacy through every interaction. Capture, learn, and
segment data based on customer behavior both predictive and gathered for delivering timely
and relevant communications.
Feedback: Drive continuous improvements through programs that increase brand loyalty
and service quality. Customer Feedback makes it easy to gather and act upon critical voice-
of-the-customer insight in real time across web, social media, and contact centers.
Analytics and Reporting: Ensure service quality and increase reliability with the ability to
analyze all aspect of the customer behavior and interactions. Capture, organize, present, and
disseminate real time actionable knowledge with speed, easy and flexibility to improve
insights and reduce cost of operations.
Knowledge: Increase agent and customer productivity and satisfaction by presenting
relevant and consistent knowledge across all channels of interaction.
SERVICE PLATFORM
Oracle RightNow uses a purpose–built, Cloud-based customer service automation platform to
deliver great customer experiences across all channels of interaction. For over a decade,
Oracle RightNow has matured its Cloud infrastructure to lead the way in SaaS delivery,
supporting over 2 billion global transactions a day for some of the world's largest brands.
The platform provides these capabilities:
Unmatched Security and Compliance: Enjoy peace of mind with security that includes
industry-leading security compliance certifications.
Transparent Cloud Management: Gives CIOs and IT managers client-specific, actionable
insight into the mission-critical operations, security, and infrastructure.
Open Standards Integration and Business Administration Extensibility: Integrate
across the enterprise and cloud.
Flexible Cloud Delivery: Accommodate seasonal peaks affordably with Flex up/down
usage and flexible upgrades.
Contact Us
For more information about Oracle RightNow Cloud Service, visit oracle.com/rightnowcx or call +1.800.ORACLE1 to speak to an Oracle
representative.
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
ORACLE DATA SHEET
4
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