Logo
BodyBGTop
Oracle Mobilizes Oracle Service Cloud
Introduces Oracle RightNow Mobile Agent Application
Posted May 28, 2013
Page 1



As the demand for mobile customer service interactions continues to rise, enterprise technology companies like Oracle, with today’s release of a mobile agent application designed for Oracle Service Cloud, are mobilizing support solutions.

 With the share of mobile CRM apps expected to grow from a tune of 200 applications that were available for download in app stores in 2012 to more than 1,200 apps by 2014, according to Gartner, mobile sales, marketing, and customer support applications will become increasingly diversified.

 The latest version of Oracle Service Cloud comes integrated with productivity tool Oracle Fusion Tap, a native iPad application that combines workforce performance metrics, sales force automation, incident management, and recruitment capabilities.

 Oracle, which estimates one in seven customer support sessions that occur through its software now stem from mobile devices, has brought together the Oracle RightNow support solution with an Oracle RightNow Mobile Agent app designed for customer support agents and managers.

 Now, an Oracle Service Cloud user can create incidents and manage notes on cases and contacts while on the go. Additional improvements have been made to enable agents to assign and update tasks in line with their RightNow support sites straight from a mobile device. 

 To tap into the native experience of the mobile device itself, users can take advantage of features such as FaceTime and maps in live customer support instances via the Customer Portal. For instance, customers can now snap a photo and attach an image to a support incident or case directly from their mobile device.

 On the agent side, a key benefit for support representatives using Oracle Service Cloud in conjunction with the Oracle RightNow Mobile Agent app is the “un-tethered access to real-time, up-to-date contact records and service history information” that the solutions provide, according to David Vap, group vice president of product development, for Oracle.


Page 1
To contact the editors, please email editor@destinationCRM.com
Every month, CRM magazine covers the customer relationship management industry and beyond. To subscribe, please visit http://www.destinationCRM.com/subscribe/.
Related Articles
Deeper cloud offerings expected to follow recent acquisitions spree
Mark Hurd is no stranger to big success. In his five years as president and CEO of HP, he was credited with righting the company's financially struggling ship. Now, starting his third year as president of Oracle, he is steering yet another big ship on a completely new course.
Move foreshadows Oracle's burgeoning Customer Experience Cloud.
The company plans to continue to aggressively go after cloud computing share.
New platform marks one of the first product integrations with Oracle Eloqua.
Mobility is the modern-day pocketknife for sales reps.
 
Search
Popular Articles
 

BodyBGRight
Home | Get CRM Magazine | CRM eWeekly | CRM Topic Centers | CRM Industry Solutions | CRM News | Viewpoints | Web Events | Events Calendar
DestinationCRM.com RSS Feeds RSS Feeds | About destinationCRM | Advertise | Getting Covered | Report Problems | Contact Us