Oracle Updates Service Cloud and Oracle Social Cloud
NEW YORK (CRM Evolution) -- Oracle unveiled significant new functionality within Oracle Service Cloud and Oracle Social Cloud. The new social customer service capabilities enable brands to increase social engagement and business insights via a new community self-service solution, enhanced social service and incident routing, and extended social listening and analytics capabilities to private data sources.
The latest release of Oracle Service Cloud includes Community Self-Service, a new approach to Web self service that brings community functionality directly into the core multichannel Web experience. Oracle Service Cloud now enables organizations to deliver a seamless experience between Web service and community interactions, leveraging the power of customer knowledge to improve service operations.
Oracle is also introducing new workflow and automation capabilities between Oracle Social Cloud and Oracle Service Cloud that empower organizations to leverage the power of social insights and engagements. Business users can now attach contextual attributes and notes from posts or incidents identified by Oracle Social Cloud directly to the Oracle Service Cloud.
The improved connectivity between Oracle Social Cloud and Oracle Service Cloud includes extended social listening and analytics to enterprise private-data sources, such as the new Community Self-Service capability, survey data, chat, and call logs. Organizations can now listen and analyze unstructured data and gain insights with terms, themes, sentiment, and customer metrics, and can view private and public data side by side in the Oracle Social Cloud Relationship Management dashboard.
"In today's hyper-competitive business environment, understanding the voice of the customer is essential to providing exceptional experiences, whether on public social networks, across communities, or within high-touch contact centers," said David Vap, group vice president of product development at Oracle, in a statement. "The updates to the Oracle Service Cloud and Oracle Social Cloud help businesses listen, identify and track social conversations, enabling them to quickly and efficiently respond to customers looking for answers, which helps foster a loyal group of brand ambassadors."