Oracle Service Cloud – Is Your Customer Service Modern?

With so many customer demands and service channels, it’s hard to keep up. Discover how you can delight customers today and develop outstanding customer service for the future.

Connect Engagements
Be consistent as engagements move across channels
Understand Needs
Infuse actionable insight for greater customer value
Solve Problems
Deliver the right answers at the right time, everytime
Delight Customers
Provide reliable, adaptive experiences anywhere

Oracle Service Cloud

Engage Customers, Empower Employees, Adapt Quickly

Oracle Service Cloud makes it possible for you to better understand your customers and quickly deliver the right answers at the right time through preferred service channels and devices.

Whether you need to deliver web customer service, enable a cross-channel contact center, provide fast service in the field, connect silos, or adhere to policies and regulations, Oracle Service Cloud makes it easy for customers to engage with your brand; your employees to serve customers; and your organization to adapt to changing business needs.

Oracle Service Cloud (previously RightNow) enables you to provide your customers a consistent and quality experience across the Web, Social and Contact Centre channels (and more). Our team of professionals have successfully helped implement Oracle Service Cloud into many large organisations across the telco, financial services, higher-education, government and utility industries.

The Power of Knowledge

A key strength our clients find in Oracle Service Cloud is the powerful knowledgebase that is widely used by their customers to “self-serve” and

find relevant information, when they want it, which heavily reduces the need for direct phone or email contact – reducing costs. Clients have also realised significant benefit from implementing an internal knowledgebase for their customer-facing staff (often combining several old or disparate systems), so they can quickly and easily access the right information at the right time – reducing training time, improving staff satisfaction and enabling a better customer experience.

The Oracle Service Cloud application suite is made up of:

Key Capabilities

Knowledge Management

Content Authoring
Rapidly deliver knowledge through complex workflow approvals

Semantic Search
Find relevant answers from any repository in any format, in native languages

Guided Knowledge
Create guided flows for navigating users to the right answers across multiple content sources

Knowledge Analytics
Gain deeper insight into customer interactions and knowledge gaps

Integrated Apps
Deliver knowledge at the point of need using Web Self Service and Contact Center Apps

Knowledge APIs
Leveraging customer context and data from external systems for step by step guidance

Cross-Channel Contact Center

Case Management
Manage timely resolution of incidents across all your channels

Guided Resolution
Dynamically capture critical information through guided dialogues

Customer Engagement
Personalize proactive communications with your customers from deep service profiles

Social Contact Center
Infuse social listening and engagement into the contact center

Agent Mobility
Enable agents to resolve issues even when away from their desk

Unified Agent Desktop
Integrate other systems into one unified experience for your agents

Web Customer Service

Web Self Service
Empower customers to easily self-solve their issues anywhere

Social Self Service
Enable collaboration for support issues on your website and Facebook

Email Support
Receive answers and manage responses through email, SMS and web

Live Chat
Chat with customers through assisted online service interactions

Virtual Assistant
Handhold customers across online points of contact to resolution

Smart Engagement
Intelligently engage with customers on every touch point

Policy Automation

Dynamic Interviews
Dynamic interviews deliver tailored advice for every customer

Compliance Management
Show adherence to regulations and policy in every customer engagement

Rule Modeling
Intuitive policy designer for modeling and testing against source material

Policy Lifecycle
Collaborate with stakeholders to update, test and deploy policy changes

Policy Analytics
Measure and compare the impact of current and changing policies

Determination Services
Share logic across any channels, processes and devices

Field Service Management

Dispatch and Manage
Monitor and manage your field operations to improve scheduling and predictability

Mobile Access
Enable your teams with mobile access to everything needed to succeed in the field

Team Collaboration
Connect field and back-office teams for instant communication, work independence, and knowledge sharing

Capacity Management
Leverage predictive planning to enable optimized and efficient use of all field resources

Workforce Routing
Get the right people to the right place at the right time using unique automation-optimization

Customer Connection
Proactively inform customers, teams, and co-workers with predictive status alerts across channels

Go Live with Oracle Service Cloud in 6 Weeks

Delivery Centric Quick Start Package, designed specifically for Oracle Service Cloud, will have you up and running quickly and efficiently, and provide you with the exceptional implementation experience that you expect from Delivery Centric. Go live with Service Cloud in six weeks.

Features and Benefits

  • Rapid implementation
  • Helps customers adopt the new platform in a defined time with measurable value
  • Rapid implementation with focus on out-of-the-box capabilities
  • Exploit rich product functionalities and adopt best-practice business processes
  • Pre-defined templates for data migration
  • Phased modular implementation approach

Why Delivery Centric

Delivery Centric’s Oracle Sales Cloud practice leverages our depth and breadth of expertise with CRM and Customer Experience and nearly 500 completed projects with clients where we are known as a proven and reliable partner.

  • A range of offerings from CX strategy, roadmap definition to implementation, change management, user experience, and ongoing support
  • Expertise with sales effectiveness, marketing, and integrating CRM processes into an overall customer experience solution
  • Consultants trained to help customers migrate from existing CX / CRM applications to Oracle Sales Cloud
  • Certified consultants on Oracle Fusion Applications / Sales Cloud and Middleware technologies
  • Proven solutions, methodologies, tools, and accelerators

Our Offerings

  • CX/CRM readiness assessment & roadmap definition
  • Sales Cloud implementation services…from start to finish
  • Upgrades & Migrations – To Oracle Sales Cloud from legacy / Oracle and non-Oracle applications
  • Co-existence – Adopt Sales Cloud applications along with legacy – Oracle / non-Oracle applications
  • Organizational change management based on Customer Experience & CRM processes
  • Managed Service Offering through Delivery Centric’s Support System

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