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:

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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

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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.

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