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Oracle Service Cloud Cross-Channel Contact Center Overview and Roadmap

October 2, 2014

oracle-service-cloud

Let’s start with channels, today we got numerous channels i.e., voice, emails, web, fax, texts, and many more including social media and to be very honest out these, web and social media are very hot right now, and gaining popularity.

Yes, it would be absolutely right to say that we are dealing with a multi-channel platform, and we need multiple channels everywhere because technology has made us sluggish; at least, I have been acting lethargic lately.

cross channel inconsistencies

I remember one day I made a call to a customer support center and the next day I was so lazy that I wanted to contact them without opening another tab in my browser’s window. And then I just always end up going to the company’s Facebook fan page and writing my complaint or service request number and trying to know the status. Don’t you think it would be easier for the customer if all of this was connected? I should be able to contact the company any way I prefer, and when that happens, you have a good customer experience; and yes I do share it with my friends too.

ORACLE Rightnow

I think Oracle Service Cloud has done an extravagant job in making it so elementary by providing a complete view of the whole situation in one place and in a result it made it so much easier for contact center agents with the help of simplified screens and unified workspaces. All they have to do is open a Contact or a Service Request, and the whole story is right in front of their screen regardless of what channel the customer has used to contact the company.

Oracle Service Cloud for cross channel engagement

We can use the same approach with cross channels; for example, I open a company’s website and try to access its knowledgebase first, and on the spur of the moment, a pop-up opens, and a Virtual Assistant assists me based on the dialog design and some model questions. But that’s not it; it doesn’t end here; then, it has the ability to route me to a live chat agent based on the inputs given by me before commencing the chat.

The point I’m trying to make here is that ‘Customers oft-times cross channel boundaries and it’s unpredictable and uncertain’, and applications like Oracle Service Cloud gives you a flawless platform to give your customer an admirable experience; after all, it is all about Customer Experience. No matter what channel it is, let it be web, e-mails, chat, Facebook, Twitter, or voice, Oracle Service cloud is your ‘one-stop shop’.

It just didn’t help customers. I think it was transformative for agents too. It has never been easier for agents before, routing the right requests to the right agents, all the information on the same window. What more you could ask for? It has significantly helped agents in reducing the response time, and that ensures customer satisfaction and retention.

About CRMIT Solutions:

CRMIT Solutions is a leader in transforming businesses with cloud-based Customer Experience (CX) solutions on sales, service, marketing & social cloud.

Specialized Partner for Oracle Service CloudCRMIT Solutions has achieved Oracle PartnerNetwork Specialization for Oracle Service Cloud – Oracle Recognizes CRMIT for Expertise in Implementing Innovative and Value-Added Solutions to Oracle Service Cloud for a unified cross-channel (web, social and contact center) service solution that matters most in the customer’s journey.

Oracle Service Cloud SolutionsCRMIT is committed to providing customers with the best service in the industry. Everything we do – every order, every delivery, every service, every offering – centers on the satisfaction of our customers and making them more efficient at what they do.

Testimony to Customer Excellence

Inputs from

Puneet Rajpal
Business Consultant –Industry CRM & CX Solutions
CRMIT Solutions

Tags: #oow14, CIOREVIEW, cloud oracle, CRM/CX, Customer Experience, Oracle, Oracle Cloud Marketplace, Oracle Open World, Oracle RightNow CX, Oracle service cloud

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