Tag: RightNow CX Cloud Service

The New and Improved Right Now

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.

Customer support via any mobile device browser
Customer support via any mobile device browser

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

Web – Add­-In Support for Chat
Web – Add­-In Support
for Chat

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…

Shyam Soundappan
Business Consultant- CRMIT Solutions

Upgrade to Best Practices, Not Just Your Budgets

Annual Support & Advocacy Program

Annual Support & Advocacy Program

Your CRM / CX environment is a strategic component of your business. Driving user adoption will be critical to the success of your customer experience strategies. You might have your budgets rolled up for the best of the technologies, but having the best practices in place is equally important.  Enabling you with the day-to-day support and services you need to ensure that your CRM / CX strategies are successful

Software support becomes an important and immediate requirement post every successful implementation program. An active annual software and advocacy agreement helps to ensure the long-term support and operation of critical computing environments. The absence of such an arrangement greatly restricts access to technical assistance and challenges with updating and implementing new software releases. This can result in interruption of normal system operation and extended down time.

The ASAP [Annual Support & Advocacy Program] is a comprehensive support and advocacy program for Oracle CRM and RightNow CX Cloud Service customers. The  program includes, remote technical support, remote configuration & installation assistance, fixes, special software patches and minor/ major updates.

The ASAP is available within multiple delivery models including onsite, onshore or multi-shore. Subscribers to the ASAP [Annual Support & Advocacy Program] also have access to online support tools, single point of contact [SPOC], CX (Customer Experience) experts, industry experts and key Oracle product and engineering teams.

Benefits

  • Post implementation support & annual CRM / CX Health Check
  • Periodic documented feedback / assessment on user adoption rates, technical configurations, integration and upgrades
  • Access to online support tools, SPOC, CX / domain experts and key Oracle product & engineering teams.
  • Flexible support plans to suit onsite, offshore and multi-shore delivery model
  • Discounts to training programs
  • Extended configuration, customization and report generation support from an integrated R&D and validation services team with expertise including FMW, J2EE, .NET, PHP, mySQL, etc

First-hand knowledge of cloud integration, CRM, CX (customer experience) and most importantly the domain specialization is a necessary condition for first class support, but this must also be coupled with understanding of the latest developments in each relevant deployments. CRMIT Solutions contributes to the development of many specifications through direct participation in some of the Oracle CRM / CX product validation / testing programs. Knowledge gained through current specification development activity and validation is further enhanced by leadership positions in the Oracle CRM On Demand, Oracle Fusion CRM and RightNow CX Cloud Service markets. This brings CRMIT engineering teams into broad contact with developments in the field, and has resulted in applying these standards in a wide variety of situations.

Visit www.crmit.com/support.html   for more info