With more organizations than ever now looking at service and support to both minimize costs and boost revenues, the size and nature of the IT investments being made in this area are changing dramatically.
Hoping to tap into that segment, Oracle today unfurled updates to its Oracle Service Cloud that provide tighter integration with Oracle Social Cloud, along with an ability to more easily route workflow to the individual who has the most expertise on a particular topic or issue.
Steve Fioretti, vice president of product management for Oracle Service Cloud, says integration with Oracle Social Cloud will enable organizations to tap into social networking services that are becoming the frontline of service and support. Organizations can now monitor conversations on those social networks to optimize their service and support responses, says Fioretti.
Oracle is also adding new workflow capabilities that allow organizations to identify certain topics or issues that can automatically be routed to a specific individual versus relying on traditional approaches to service escalation that often wind up frustrating customers.
Finally, Oracle has integrated a co-browser capability that it gained with the recent acquisition of LiveLOOK, a provider of technology that makes it possible for a remote service representative to work collaboratively with another user within the same browser session. Fioretti says this capability will be particularly useful for service representatives who need to walk customers through multiple steps in a process.
In general, Fioretti says that Oracle is working toward tighter integration across all of its cloud services as part of a larger Oracle data-as-a-service strategy that is still evolving.
In the meantime, as improving customer experience continues to become the primary way that most organizations seek to differentiate themselves, IT investments that modernize service and support have become a major business priority.