Oracle RightNow Email Management Cloud Service

Engage Customers, Answer Questions, and Resolve Issues

Oracle RightNow Email Management Cloud Service ensures quality communication, such as chat and timely resolution of customer inquiries. Email Management is integrated with the self-learning knowledge base and across customer interaction channels, and it’s optimized for today’s smartphones and mobile web devices. Start transforming your disruptive email volumes into rich interaction opportunities.

  • Oracle RightNow Email Management Cloud Service
 
Feature Benefit
Auto-Acknowledgement
  • Immediately confirms receipt of inquiry and sets response time expectations for customer
Intelligent Auto-Response
  • Fast, prepared responses to commonly asked questions reduces the number of inquiries agents handle
Auto-Suggested Solutions
  • Incoming inquiry is analyzed and an automated, and an accurate reply is quickly sent containing links to relevant answers in the knowledge base
  • Results in first-touch resolution before it ever enters the agent queue
Agent Assistance
  • Assists agents in responding to new or unique issues by automatically suggesting possible answers based on the content of each customer inquiry

Agent Response

  • Agent productivity is increased with access to standard response templates and access to the knowledge base

Business Rules

  • Efficiently manage incoming email and webform flow by automatically assigning inquiries to the appropriate agent on the basis of content, time, customer type, and even perceived emotional level

Escalation Rules

  • Notify managers and trigger follow up to help meet response commitments or provide special handling of priority customers

Webforms

  • Flexibility to receive customer inquiries via email or webforms

Support Contracts and Service Level Agreements

  • Set and measure service expectations for both customers and staff. Features include incident entitlement, privileged access, and response requirements

Intelligent Knowledge Base

  • Knowledge base answers are presented to customers in the form of suggested solutions based on content analysis of the customer's inquiry
 
 
 
 

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