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March 2014

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Oracle Service Cloud Helps Agencies Communicate More Closely with Constituents

Governments are under pressure to do more with less, while constituents expect their public agencies to deliver responsive experiences they realize in their consumer lives. Government agencies are finding ways to deliver better service thanks to Oracle cloud technologies that provide cost-effective ways to deliver compelling constituent experiences, according to Stephen Fioretti, vice president, product management for Oracle Service Cloud.

Q: How does the Oracle Service Cloud family of solutions help agencies improve service for citizens, employees, agencies, and businesses?
A: Oracle Service Cloud is a secure, multichannel cloud service solution that enables governments to meet today's challenges of budget constraints, cloud mandates, and regulatory changes. It helps agencies reduce costs and empower constituents to quickly solve issues via online self-service. When constituents require assisted service, agencies can help citizens via channels including voice, e-mail, chat, mobile, virtual assistant, and social media to drive resolution. Powerful cloud knowledge management enables citizens and agency employees to find answers.

Q: Please give us an example of how an agency might benefit from these capabilities?
A: Many agencies have achieved fast value with Oracle Service Cloud. One agency made knowledge available 24/7, handled 6.7 million citizen inquiries per year, and increased citizen satisfaction to more than 90 percent.

Q: The US Air Force's Total Force Service Center (TFSC) implemented Oracle Service Cloud. What benefits is it reporting?
A: TFSC uses Oracle Service Cloud in its contact center to deliver personnel services to Air Force, Air National Guard, Reserve, civilian, and retiree populations. They can also serve themselves via the web, where customer satisfaction rose from "poor" to "very good."

Read a full study of the TFSC's service delivery process transformation.

Q: What new capabilities are customers embracing?
A: They are embracing self-service capabilities that leverage policy automation to streamline complex policies—social services eligibility, for example. And virtual assistant technology delivers answers via an online concierge. Finally, there are mobile solutions for agents and constituents, and social networking that enables collaboration and social listening.

Learn more about Oracle Service Cloud by viewing white papers, case studies, webcasts, and other resources.

This content is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle's products remains at the sole discretion of Oracle.

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