Oracle Service Cloud gets more social

Access to an online customer's browsing history gives a fuller view of their experience

Oracle has released an update to its Oracle Service Cloud that adds new tools to give companies more insight about their customers.

Customer service staff who get the update will now see an online visitors' browser history, for instance, so when a visitor asks for help, chat agents can see what led to the need for help in the first place. Reduced handling time is one potential benefit, according to Oracle.

The update, released Wednesday, also includes integration with Oracle Social Cloud to improve interaction with customers on social networks. Social posts can be automatically escalated to the Service Cloud, for instance, which could help companies identify issues early and respond more quickly.

A new skills-based feature enables customer-service centers to match specific inquiries with particular agents. That's designed to help them solve inquiries more quickly, and also allow them to provide better service for more valuable customers.

"Co-browsing" has also been tightly integrated with the cloud service, meaning customers can share their screen with an agent immediately, without the need for downloads. A policy-automation feature can build rapidly changing procedures into the process.

"We're basically going from a world of service that was about tracking transactions to one that's about engaging," said analyst Ray Wang, founder of Constellation Research.

"The ability to take analytics from all these interactions and bring them to light is where we're heading, and that's what Oracle is working towards with this update."

The new features add up to "an attempt to improve a business's approach to customer moments of truth by enabling the business to be in them with the customer," said Denis Pombriant, managing principal at Beagle Research Group. "All of this can happen in a more or less ad hoc way rather than through laboriously crafted workflows that were a hallmark of earlier generations of service products."

Oracle's main competition in this area is Salesforce.com, which already offers tools with some of the same features, Pombriant noted, citing Salesforce's Chatter as one example.

"This is good," he said. "It gives Oracle a way to go toe-to-toe with its competition at a time when older Siebel service systems are reaching the end of their productive lives."

Join the Good Gear Guide newsletter!

Error: Please check your email address.

Tags marketingCustomer Relationship Managementapplicationssoftwarecloud computingindustry verticalsinternetOracle

Our Back to Business guide highlights the best products for you to boost your productivity at home, on the road, at the office, or in the classroom.

Keep up with the latest tech news, reviews and previews by subscribing to the Good Gear Guide newsletter.

Katherine Noyes

IDG News Service
Show Comments

Most Popular Reviews

Latest News Articles

Resources

PCW Evaluation Team

Azadeh Williams

HP OfficeJet Pro 8730

A smarter way to print for busy small business owners, combining speedy printing with scanning and copying, making it easier to produce high quality documents and images at a touch of a button.

Andrew Grant

HP OfficeJet Pro 8730

I've had a multifunction printer in the office going on 10 years now. It was a neat bit of kit back in the day -- print, copy, scan, fax -- when printing over WiFi felt a bit like magic. It’s seen better days though and an upgrade’s well overdue. This HP OfficeJet Pro 8730 looks like it ticks all the same boxes: print, copy, scan, and fax. (Really? Does anyone fax anything any more? I guess it's good to know the facility’s there, just in case.) Printing over WiFi is more-or- less standard these days.

Ed Dawson

HP OfficeJet Pro 8730

As a freelance writer who is always on the go, I like my technology to be both efficient and effective so I can do my job well. The HP OfficeJet Pro 8730 Inkjet Printer ticks all the boxes in terms of form factor, performance and user interface.

Michael Hargreaves

Windows 10 for Business / Dell XPS 13

I’d happily recommend this touchscreen laptop and Windows 10 as a great way to get serious work done at a desk or on the road.

Aysha Strobbe

Windows 10 / HP Spectre x360

Ultimately, I think the Windows 10 environment is excellent for me as it caters for so many different uses. The inclusion of the Xbox app is also great for when you need some downtime too!

Mark Escubio

Windows 10 / Lenovo Yoga 910

For me, the Xbox Play Anywhere is a great new feature as it allows you to play your current Xbox games with higher resolutions and better graphics without forking out extra cash for another copy. Although available titles are still scarce, but I’m sure it will grow in time.

Featured Content

Latest Jobs

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?