The November 2012 release of Oracle's RightNow CX Cloud Service marks the completion of development efforts for 2012 and continues Oracle's commitment to enhancing the Oracle RightNow offering following the acquisition.
New release delivers key capabilities designed to help organizations improve customer experiences in order to increase customer acquisition and retention, while reducing total cost of ownership.
Part of the Oracle Cloud, Oracle RightNow CX Cloud Service now integrates Oracle RightNow Chat Cloud Service with Oracle Engagement Engine Cloud Service, helping organizations intelligently and proactively engage with customers through the right channel at the right time.
Chat solutions have emerged as an important component of a cross-channel customer experience strategy. According to Forrester Research, Inc., chat adoption has risen dramatically between 2009 and 2011 from 19% to 37%, and it has the highest satisfaction level of all customer service channels at 62% satisfaction. (*)
To help companies deliver enhanced customer experiences, Oracle has made significant investments in Oracle RightNow Chat Cloud Service throughout 2012. With the addition of rules-based engagement to existing capabilities such as co-browse, mobile chat, and cross-channel knowledge integration with the contact center, all delivered via the cloud, Oracle RightNow Chat Cloud Service is differentiated as the industry-leading chat solution.
The Oracle Cloud offers a broad portfolio of software as-a-service applications, including Oracle Customer Service and Support Cloud Service, which is based on the Oracle RightNow CX Cloud Service.
Key Oracle RightNow Chat Cloud Service and other cross-channel capabilities include:
Chat Business Rules, with over 70 built-in rule conditions, leverage the Oracle Engagement Engine to help enable organizations capture rich visitor data and invoke complex actions and triggers. Chat Business Rules allow granular control over when to engage a customer via the chat channel based on customer behavior, customer profile information and operational information.
Click-to-Call provides the option for a customer to engage with a live agent over the phone during the Web browsing experience.
Chat Availability Controls provide organizations with the ability to throttle volume through the chat channel based on real-time agent availability and wait time thresholds. This ability to manage the channel more efficiently allows organizations to provide a better experience to customers using the chat channel.
Strategic and Operational Chat Channel Analytics provide better insight into channel and agent productivity and utilization and effectiveness with both out-of-the-box reports and ad hoc reports. New chat channel analytics provide comprehensive metrics with full data transparency.
Background Service Updates improve high availability metrics for Oracle RightNow Chat Cloud Service during service update periods, setting the industry leading standard for sales and service delivery to customers via the chat channel.
Additional Capabilities include:
Improved Web developer tools for more efficient self-service user interface design
Improved administration for enhanced user sessions management
Increased cross-channel community collaboration
Enhanced extensibility widgets and syndication management
Streamlined content management and analytics capabilities
"With the latest release of the Oracle RightNow CX Cloud Service, organizations can now take engagement with their customers to a new level in order to strengthen relationships that achieve greater business results. Through the ability to have more proactive, personalized engagements, organizations can increase the likelihood of a sale and reduce time to service resolution," said David Vap, Group Vice President Products, Oracle. "With our latest investments, the functionality of the Oracle RightNow Chat Cloud Service is unparalleled in the market."
Oracle Cloud Solutions Oracle provides the industry's broadest and most complete portfolio of public, private and hybrid cloud offerings. The Oracle Cloud delivers a broad suite of subscription-based, enterprise-grade Application, Platform, Infrastructure and Social Services. Oracle also provides a comprehensive portfolio of cloud products and managed cloud services for IT providers to build and manage clouds.
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* SOURCE: Understanding Customer Service Satisfaction To Inform Your 2012 eBusiness Strategy, Forrester Research, Diane Clarkson, January 23, 2012