Oracle Service Cloud Enables Organizations to Better Understand the Customer Journey and Drive Service Collaboration - Seite 2

• Oracle Co-browse: The updated Oracle Service Cloud more tightly integrates this feature, allowing customers to share their screen with an agent immediately in instant mode -- no download required. This improves first-contact resolution rates and enables faster voice and chat interactions. 
• Service collaboration: Fully integrated capabilities enable agents to harness expertise from across the organization via conversation threads and document sharing. Facilitated directly through the agent console or mobile devices, this collaboration drives faster and more complete case resolution. 
• Policy automation: For organizations with many or frequently changing procedures, policy automation in the cloud delivers dynamic interviews to both agents and customers to immediately determine eligibility. This latest release includes enhancements to the interview experience, as well as modeling productivity improvements such as collaborative modeling and industry-specific sample projects to accelerate implementations. 

"We are committed to helping modern customer service organizations drive service efficiency and effectiveness as well as improve customer acquisition and retention," said Stephen Fioretti, vice president, Product Management, Oracle Service Cloud. "With the latest release of Oracle Service Cloud, we continue to deliver rapid innovation for our customers. The new features and capabilities will help companies better understand and serve their customers with service collaboration, optimized case routing, and improved agent productivity." 

Additional Information

• Oracle Customer Experience Applications
• Oracle Service Cloud
• Oracle Service Cloud Blog
• Oracle Service Cloud Facebook
• Oracle Service Cloud Twitter

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