Oracle Service Cloud

Oracle Service Cloud is another acquired offering. It was formerly known as RightNow.

RightNow was known as the best-of-breed contact center and customer service solution, and it continues to fulfill that role as Oracle's CX offering. Oracle Service Cloud encompasses everything that you need so that your contact center can provide the best possible experience to your customers.

The main components of Oracle Service Cloud are as follows:

• Oracle RightNow Web Experience: This is a self-service platform that enables your customers to manage their options, subscriptions, contact data, and to submit cases. What they can manage depends on your design. An example case would be to allow customers to change their subscription. The subscription should be stored in Oracle Sales Cloud, and, upon customers login, it should be acquired using an API call and presented to the customer alongside all subscriptions the customer can migrate to. The last step should be the customer verification of the change followed by the data changing in Oracle Sales Cloud through an API call.
• RightNow Social Experience: This is another part of Oracle CX suite that offers you the opportunity to manage your social interactions. Oracle CX Cloud enables you to share roles between different offerings to best suit your needs.

• RightNow Contact Center Experience: This functionality enables you to manage communication with customers through a unified interface. If paired with Oracle Field Service, it can help you to facilitate communication between your technician teams and customers.
• RightNow Policy Automation: This enables you to tailor your communication with your customers using channels that are at your disposal.
• RightNow Engage: This consists of marketing automation and analytics. Yet again, these features are accessible through other solutions; you can decide which of the offerings suits your needs best.

Since this is a solution for contact centers, there are a few kinds of agent desktops that you can use:

• Standalone Chat Dynamic Agent Desktop: This comes with Oracle App Builder, which enables you to customize your working environment to suit your needs. The chat functionality is not only limited to communication but can also be used to conduct surveys. To help you in your day-to-day tasks, it comes equipped with a knowledge base and contract management functionalities.
• Standard Dynamic Agent Desktop: The standard version expands functionalities significantly from the standalone version. It comes with the Agent Desktop application, opportunities tracking functionality, and a mobile app. With this version, you are able to track your incidents through all channels of communication that are at your customers' disposal.
• Enterprise Dynamic Agent Desktop: The enterprise version enhances functionalities further, with customer feedback functionality and social monitoring. The main advantage of this version is guided assistance, which enables customers to resolve issues on their own.
• Enterprise Contact Center Dynamic Agent Desktop: This version further includes automation functionalities using scripting and workflows. It enables you also to register products so that an agent in the contact center is able to provide appropriate assistance for a product connected to your customer.

The main features are as follows:

• Integrations, especially with telephony
• Self-service tools for customers
• APIs that support OpenAPI
• Cross-channel interaction with your customers

• Social listening with the intent/sentiment
• Automation tools
• Self-service tools for customers

These features enable you to do the following:

• Decrease AHT
• Enable customers to find answers themselves
• Provides your company with the ability to contact customers using any channel in any step of the communication
• Use the self-service portal to enable your customers to manage their own data and services
• Listen to social channels and build your workflows according to response or sentiment
• Create custom dashboards and reports per role
• Have a view of each individual customer and all related communications
• Use the knowledge base with semantic searches
• Automate campaigns through any channel