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July 2014

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Oracle Named a Leader in Customer Service Solutions for Enterprise Organizations by Leading Independent Research Firm

Oracle is named a leader in the April 2014 report, The Forrester Wave: Customer Service Solutions for Enterprise Organizations, Q2 2014. The Forrester report is based on evaluations of 11 vendors against 83 criteria. These criteria can be categorized into three main groups: current offering, strategy, and market presence.

According to the report, "Oracle Service Cloud provides a flexible, easily configurable customer service solution and is particularly strong in delivering consistent cross-channel customer service experiences. It has strong multichannel capabilities: cobrowse and multichannel reporting, chat, e-mail response management, social customer service, knowledge management, and sound social listening. It gets high marks for usability and provides sound case management capabilities. The solution offers quick time-to-value due to its SaaS deployment mode. It has an average deployment size of fewer than 250 agents, and customer service organizations use it as an enterprisewide customer service solution, as a standalone solution to support its digital and social channels, or in a hybrid deployment to extend the digital capabilities of an on-premises customer service solution."

Oracle and Modern Customer Service
As it becomes harder to compete on price or features and functionality, excellent customer service is now vital to competitive differentiation.

"With a modern approach to customer service, you make it easy to deliver great experiences, time and time again," says David Vap, group vice president, Oracle Applications development. "Businesses that make great customer service look easy will stand out, because they consistently deliver experiences so memorable that their customers feel compelled to share them."

Oracle Service Cloud drives modern customer service with solutions built on a proven platform that provides universal adaptability, massive scalability, and reliable performance. Oracle Service Cloud enhances organizations’ abilities to

  • Engage customers. Deliver outstanding customer service on every channel including web, mobile, and social to make it easy for customers to engage with your brand.
  • Empower employees. Make every agent your customers’ hero with seamless engagement across all channels and access to the right information every time for faster resolution.
  • Adapt quickly. Support new business initiatives with ease, integrate with other enterprise applications quickly, and scale resources based on business requirements.

Read the Forrester report, The Forrester Wave: Customer Service Solutions for Enterprise Organizations, Q2 2014. (Forrester Research, Inc., Kate Leggett with Stephen Powers, Michael Facemire, and Victoria Boutan, April 7, 2014.)

Register today for an Oracle Service Cloud pilot.

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