Tuesday, October 22, 2013 − 2:00 PM to 3:00 PM MDT
One of the key elements of any CRM plan is integration, the unification of all your company’s data sources and silo systems to create a single, holistic view of each customer.. Whether they are, business organization or system-based silos, they all conspire to make customer journeys fragmented, painful and costly.
A typical customer journey includes interactions via contact center, corporate portals and conventional emails. Yes every call, every click, every message counts. Enabling these journey points is paramount and Oracle is privileged to assist you in the strategic components to this journey via this webinar.
Join us for a webinar on
“Creating meaningful Customer Experience with Unified CX Solutions”
The first time I heard about RightNow CX few years back was, when we considered it to be a competitor (being a Oracle partner we looked at all products outside the Red Zone to be competitors ;)) I was just dumbstruck by the features it provided and did some research and came to know that the reason why RightNow CX is a great product with quick adoption of the customer requirements. RightNow CX has kept this culture post Oracle acquisition and possibly it may influence Oracle policy of the customer requirement adoption culture.
Looking at the presentation by Chris Patterson (Sr. Director Product Strategy, Oracle) the enhancements were spread out rather than focused on only certain areas. Starting with web and social to their strong contact centre, engagement and finally also their cloud or lets just say the Fusion strategy.
The term “web” enhancements could have been called mobile enhancements, because the main features concentrated on the simple browser (Mobile Browser) compatibility of the customer portal and also tight integrations to the Mobile image attachment. I think this was a true world requirement because even I have used my mobile to take pictures of issues with things buy off the internet and send them to the store. Because I can’t walk into the virtual store, and yes these days we use mobiles to search on the internet and the mobile SEO optimization makes complete sense and it’s a tad bit faster than going to the company knowledge base and searching for it.
The icing for RightNow CX is their flexibility and ease of allowing customizing the
agent interface to add content, links and actionable buttons (like mini Apps) and they have even extended it to their Chat interface #Talk about customization. I hope this is extended to the other Apps in Oracles Stable.
The social features were contended until last year but the way things are changing, we want more! Although they have not provided a flashy interface. For Oracle’s business fashion the Social Trend Analysis interface is a definite need. When the Cloud monitor was launched, I was amazed but since then it has been boring especially with companies increasing their social presence its become harder to pinpoint anomalies and this is just what Trend Analysis does gives us a graph to pin point anomalies. From the explanation Chris gave I think it is an early form of Topological Data Analysis which is a fast catching trend in analytics these days. Hope to see more on this side Oracle.
Social is just not the popular social media, We still have our community pages and guess what, all the crying and cribbing of community administrators has finally yielded the enhancements to community moderation allowing admin to easily monitor the site with dynamically ordered posts, some bulk moderation features. Also they have provided more reporting to communities mainly to analyze how the communities are accessed and posted from. So if Users are going to use mobile devices to post articles then probably we can see some more enhancements in this area.
Mobile, the revolution from the past decade and yes now the companies can give agents or super agents mobile devices and tell them to use RightNow CX than the boring PC. Oracle has a cool video on Oracle Fusion tap, But then all that is seen is still not within our reach (May be in the next release) but it does look a lot promising and not too distant.
I don’t know how much more you are going to read so let me be quick. HTML editor has better formatting options wherever they are used in the system. The report management has improved than the previous. And Yes! We definitely need to talk about the Cloud these days else you’re hardly going to be even glanced at. There are more API’s and enhancements so partners and developers can build apps and yes we can see RightNow CX fit into Oracle’s Fusion strategy better with the enhancement to API’s.
Until Next time…
Business Consultant- CRMIT Solutions
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.