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With Oracle Service Cloud we have significantly improved service levels and customer experience. First contact resolution is up from 50% to 80%, customer contact time is down, agent efficiency has shot up, and our managers can make informed decisions to drive continued growth. Our FAQ section has resulted in a deflection rate of approximately 60% over the past 4 months.
We wanted a robust, flexible, financially competitive cloud solution which would also keep our IT infrastructure as thin as possible. We considered solutions from Salesforce and Egain, but Oracle better suited our business model, and also our IT structure due to the simplicity of the data model.