Oracle Releases New Version of Oracle Service Cloud

Oracle announced the latest release of Oracle Service Cloud that includes Oracle RightNow and the debut of Oracle RightNow Mobile Agent App for the iPad.

Oracle Service Cloud now incorporates Oracle Fusion Tap, a native application for iPad that helps user productivity while on-the-go, and includes new capabilities such as servicing customers when agents are away from their desks.

Additionally, the release includes enhancements to the Customer Portal by using mobile device cameras, optimizing for mobile SEO and removing the dependency on CSS and Javascript, which enables use on a wider array of mobile devices such as hand-held game-systems and Ketai phones. These enhancements allow customers to get service from any device, find mobile content more easily, and enhance problem descriptions with images to shorten resolution time. The solution is available in the Apple App Store.

Features include:

  • The ability to leverage native iPad capabilities and usability patterns, easy navigation and integrated apps such as live maps and FaceTime.
  • Secure mobile access to key service and support information, including accounts, contacts, incidents and tasks.
  • Offline caching and remote access to key information even when disconnected.
  • Reporting on contact center performance and the ability to monitor exceptions while away from the desk.
  • Better control and traceability of what is happening with improved transaction auditing, diagnostic logging, server side access control and more.

“The new release of Oracle Service Cloud with Oracle RightNow Mobile Agent App specifically addresses and solves important pain points for the mobile employee,” said David Vap, group vice president, Product Development, Oracle, in a statement. “Organizations will discover increased efficiency through un-tethered access to real-time, up-to-date contact records and service history information, ensuring interactions with customers are timely, relevant and engaging. This helps reduce time to resolution, in turn driving customer satisfaction and building customer loyalty through strengthened relationships.”