What’s in the toolbox?

Oracle Service Cloud (previously called RightNow CX) is a cloud-based technology platform that enables your business to engage directly with your customers through social, web and contact centre channels.

The state-of-the-art software platform improves the efficiency of your business’ customer support and communication functions, as it allows your customers to help themselves to information in an accessible, user-friendly way.
Online self-service – combined with effective, integrated email and powerful marketing – make Oracle Service Cloud a fully comprehensive customer support and communication tool.

With our expertise, you can deliver online information and advice, manage customer relations and engage with new web visitors in a simple, intuitive way. We will tailor the platform to meet your business’ needs, ensuring that you and your staff get the most out of Service Cloud.

Key Functionality of the Service Cloud Technology Platform…

web

Self-service web pages

Branded to fit your existing website, they allow customers to access information for themselves. Customers can also keep track of their history with your business on their own personal pages.

case

Case-management and web-phone integration

This allows staff and customers to keep track of their communication with each other, no matter which channel the interaction originates from. This means that phone, email, chat and print and post records are all stored together in one place for each customer.

data

Data capture

Our innovative software allows you to create easy-to-complete online forms, tailored to capture whatever information you may need from potential customers. These can then be used to trigger automated marketing campaigns and customer experiences from within the system.

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Feedback

Feedback and survey functionality allows you to easily create branded online surveys, from simple customer satisfaction questionnaires to advanced assessments. Our interface is intuitive and simple to master.

anal

Analytics

Our powerful in-built reporting suite means that you will be able to report on all interactions for the whole population served, segmented or on an individual customer basis. Customer service, marketing, case management and feedback can all be reported on, which is important for analysing and reporting on your customer relationships.

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Marketing

Service Cloud has a built-in marketing module, allowing you to create professional marketing email campaigns and send to either a contact list, a segment of customers or in response to an individual customer’s actions.

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Campaigns and user journeys

The software allows you to automate email marketing campaigns running in response to customer behaviour, so the workload of communicating with contacts is significantly reduced.

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Cloud monitor

This tool allows your staff to search for mentions of relevant keywords on social media, and to assess whether the mention is positive, negative or neutral using Smart Sense. The system then enables operatives to respond directly from within Service Cloud and manage interaction in the same way as all other channels.

happy

Live web-chat

Visitors to your website can chat to advisers in real time over the web. Your staff can hold multiple conversations at once using live web-chat. This increases their efficiency and saves time, while delivering a more convenient, effective customer experience.

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Integration and data transfer

Service Cloud is designed to integrate easily with existing systems. This can be done by simple CSV upload, batch or real-time transfer using API.

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