Oracle Press Release

Oracle Announces Latest Release of Oracle Service Cloud, Offering Robust Support for Mobile

New Oracle Service Cloud Mobile Agent App Strengthens Oracle Service Cloud’s Cross-Channel Contact Center Solution

Redwood Shores, Calif. – May 28, 2013

News Summary

Today one in seven Oracle customer service sessions come from mobile devices, allowing customers to instantly request service whenever and wherever they are and leading to an expectation of an instant response. As a result, roaming service agents need mobile applications to increase their productivity and responsiveness to customers. The latest release of Oracle Service Cloud, which includes Oracle RightNow with Oracle RightNow Mobile Agent App, is designed specifically for the iPad and ensures that in today’s busy, multifaceted world service agents, specialists, and managers can stay connected and productive, even while on-the-go. Better access, both online and offline, puts mobile business users in a prime spot for increased customer resolutions. As a result, this improves customer satisfaction and strengthens relationships.

News Facts

Oracle today announced the latest release of Oracle Service Cloud that includes Oracle RightNow and the debut of Oracle RightNow Mobile Agent App for the iPad.
Introducing new robust capabilities to support servicing customers when agents are away from their desks, Oracle Service Cloud now leverages the power of Oracle Fusion Tap, a native application for iPad that redefines user productivity while on-the-go.
Designed specifically for mobile agents, specialists and managers, Oracle RightNow Mobile Agent App, part of Oracle Service Cloud, helps improve productivity and resolution time.
The May 2013 release of Oracle Service Cloud also includes enhancements to the Customer Portal by utilizing mobile device cameras, optimizing for mobile SEO and removing the dependency on CSS and Javascript, thus enabling use on a wider array of mobile devices such as hand-held game-systems and Ketai phones. These enhancements allow customers to get service from any device, find mobile content more easily, and enhance problem descriptions with images to shorten resolution time.

Oracle RightNow Mobile Agent App, part of Oracle Service Cloud

Features include:

Ability to leverage native iPad capabilities and innovative usability patterns, easy navigation and integrated apps such as live maps and FaceTime.
Secure mobile access to key service and support information, including accounts, contacts, incidents and tasks.
Offline caching for a snappy experience and remote access to key information even when disconnected.
Reporting on contact center performance and the ability to monitor exceptions while away from the desk.
Better control and traceability of what is happening with improved transaction auditing, diagnostic logging, server side access control and more.
Available in Apple App Store, easy to install and configurable by business users.

Supporting Quotes

“Oracle Service Cloud is a core component of our Application Services for Oracle Customer Experience Suite, which help clients leverage investments in their CRM systems with lower costs and increased flexibility. Our expertise in Software as a Service (SaaS) implementations supported with cloud factories, tools and methods, combined with a longstanding alliance with Oracle, have allowed us to build our Oracle Service Cloud implementation capabilities that provide our clients with a strong framework for success," said Stephanie Arnette, Global Lead for Oracle Customer Experience, Accenture. "We're excited to see continued investments from Oracle with the May 2013 release, including robust mobile capabilities that can help our clients stay competitive.”
“The new release of Oracle Service Cloud with Oracle RightNow Mobile Agent App specifically addresses and solves important pain points for the mobile employee,” said David Vap, Group Vice President Product Development, Oracle. “Organizations will discover increased efficiency through un-tethered access to real-time, up-to-date contact records and service history information, ensuring interactions with customers are timely, relevant and engaging. This helps reduce time to resolution, in turn driving customer satisfaction and building customer loyalty through strengthened relationships.”

Supporting Resources

About Oracle

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Contact Info

Susie Penner
Oracle
+1.650.506.1973
susanne.penner@oracle.com

Aaron Wessels
Blanc & Otus
+1.415.378.8090
awessels@blancandotus.com