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RightNow CX integration for Twitter

RightNow CX integration for Twitter
RightNow CX integration for Twitter

RightNow CX integration for Twitter is an extension to Oracle RightNow Social Experience capabilities and enables the RightNow platform to instantly generate and distribute pre scripted response to queries / feedbacks posted by customers and consumers via Twitter.

Oracle RightNow Social Experience is part of the market – leading Oracle RightNow CX Cloud Service, which offers an integrated approach to customer experience. Oracle RightNow Social Experience enables brands to harness consumer influence and passion in service of the brand. From social media monitoring to branded online communities to a full-service Facebook experience, it is designed to extend experience to the places where consumers are learning, sharing, and buying across the social web. The RightNow CX makes it easy for agents to monitor and engage in relevant customer conversations as they emerge on Twitter, YouTube, RSS-enabled sites, Facebook fan pages, and your own community.

The CRM++ RightNow integration for Twitter includes a batch program to accumulate, scan and read tweets posted by consumers and customers for relevant keywords, compare and map it with RightNow knowledge base data, generate and distribute an appropriate response to the queries / feedbacks. The tweet response, includes, a solution URL that customer can navigate to, and re-tweet or reply for more information.

Tweets that fail to find an appropriate mapping or response within the RightNow Knowledge are tweeted back with a tweets a reference to a web form that can create an incident. Service agents can prioritize on responding to these incidents based on their SLA’s.

The Twitter integration for RightNow CX helps make it easy for agents to monitor, minimize their manual response and engage in relevant customer conversations as they emerge on Twitter. The solution helps build a thriving peer-to-peer support community empowering customers to help themselves, each other, and your organization.

The integrated solution helps companies to manage and maximize the customer experience through potential Twitter touch points. By aligning customer data from Twitter sources through RightNow CX, companies can assure that agents have the most accurate, up-to-date information to streamline the customer interaction process and improve the overall experience and results.

Customer experience is a set of perception; a customer has with a company throughout the buying and owning interactions. Positive Customer Experience (CX)s enable businesses to attract more, retain more, sell more, sell for more, and do more.

Little Nice Features From Oracle CRM On Demand Latest Release

Have you noticed these tiny little new features introduced recently in Oracle #CRMOD CRM On Demand?

  1. You can now set the related information format as Lists or Tab. When you set as Tab, here is how it looks. Is it not better than long scrolling list view? I prefer this. Make a note that this can be set as the Company level as well as at the Role Level. I didn’t notice an option yet for users to override it
  2. All these days you don’t have an option to restrict the “Search fields” by user role. Now you can. You can specify the fields for targeted search in definitions of “Search Layout” and then associate the search layout to the user role
  3. Now in the look-up window you can see the already defined “lists” appear over there at the top facilitating quick search using your predefined lists. Notice the list drop-down at the top of the look-up pop-up below

Provision these little good things for your users in your CRM On Demand.

Venkatesan Sundaram

Senior Director, CRMIT

Originally Published In : http://venkysundaram.wordpress.com/2012/10/12/tiny-little-nice-features-in-recent-releases-of-crm-on-demand-that-you-would-love/

Cloud, From AT&T, IBM

Recently AT&T, IBM announced that they are going to share network to lure more customers to cloud. You can read more about this unique partnership from Bloomberg website : http://www.bloomberg.com/news/2012-10-09/at-t-shares-network-with-ibm-to-lure-more-customers-to-the-cloud.html

We think this is a very interesting development in cloud market. The interesting part is the collaboration between a technology company and a phone carrier to bring cloud offerings to the consumer that is happening for a first time I believe.

One of the key issues in public cloud adoption is addressing security concerns of the Organization. Knowing AT&T’s growing medium and enterprise business in providing internet services, this partnership can make “private cloud” more compelling minimizing the concerns on security and connectivity. We foresee more such partnership in future.

Share your views!

Venkatesan Sundaram

Senior Director, CRMIT

5 CRM Case Studies From CRMIT

Five Case Studies from many of CRMIT ‘s successful CRM Implementation, in a delightful Infographic Format:

1. Manufacturing : http://www.flickr.com/photos/crmit/8073501134/in/photostream

2. Engineering : http://www.flickr.com/photos/crmit/8073501366/in/photostream/

3. Insurance : http://www.flickr.com/photos/crmit/8073501528/in/photostream/

4. Banking : http://www.flickr.com/photos/crmit/8073509363/in/photostream/

5. Healthcare : http://www.flickr.com/photos/crmit/8073502158/in/photostream/