Oracle RightNow CX Cloud Platform

Instead of creation of own CRM system in RightNow developed a cloud platform of CX Cloud Platform on which the companies and independent developers had an opportunity to create proprietary CX applications for work with clients. This platform provides tools for creation of web applications, their integration with social networks and contact center. Certainly, in the center of this platform costs SaaS the Oracle RightNow CX system, i.e. it is supposed that generally developers will create additions to it. All exactly as at Salesforce.

In June, 2012 the Oracle corporation announced solution integration of Oracle RightNow CX Cloud Service with business applications of new generation for quality management of sales of Oracle Fusion Sales. According to Oracle, integration will help the companies to provide steady growth of business at the expense of the efficient mnogokanalnogovzaimodeystviye with clients allowing to increase revenue growth and to increase enterprise performance.

Having complete idea of all customer interactions on any channels, a context and the status of these interactions and also the value of each client for the organization, the companies can offer products and services more selectively, are convinced of Oracle. "Each interaction is a new opportunity for business. Interaction, effective and useful to the client, increases his trust to the company and increases the probability of the request for recommendations of purchases — David Vap, the senior vice president of Oracle emphasized. — Establishment of trust promotes sales growth and cutting of costs for customer acquisition that raises profit".

In general, according to developers, use of the solution Oracle RightNow CX Cloud Service together with business applications of new generation of Oracle Fusion Sales will help the organizations to hold more effectively clients, to increase their loyalty and also to increase sales thanks to tools which: give to marketing departments, sales and service complete cross-channel idea of clients; support cooperation between sales departments and service for the pro-active help to clients thanks to an opportunity to timely recommend them the most suitable products; give to sales managers an opportunity to study the history of service by preparation of commercial offers; allow sales managers to understand the client's value for the company, proceeding from the previous consumer behavior and the existing opportunities.

Joint work of the solutions Oracle RightNow CX Cloud Service and Oracle Fusion Sales allows marketing departments and sales at the same time to use information on service obtained using RightNow CX and instruments of forecasting of sales and segmentation of clients from Fusion Sales. As envisioned by Oracle, it will help the companies: offer products and services according to needs of the specific client, based on the history of his service; support the address, personalized interaction thanks to which clients will be able to derive more benefit from purchases and to inform the company on the following purchase; reveal new opportunities for increase in volumes of transactions and growth of indicators of sales.

In December, 2012 the Oracle corporation submitted the new version of the solution for customer service of Oracle RightNow CX Cloud Service. Key features of the new version will allow the organizations to optimize customer service in the directions of their attraction and deduction, at the same time reducing total cost of ownership.

The solution Oracle RightNow CX Cloud Service which is a part of Oracle Cloud integrates Oracle RightNow Chat Cloud Service with Oracle Engagement Engine Cloud Service now to help the organizations to interact with clients thanks to a right choice of the channel and an access time.

During the whole 2012 of Oracle aimed considerable investments at the development of the solution Oracle RightNow Chat Cloud Service developed with the purpose to help the companies to increase customer service quality. Oracle RightNow Chat Cloud Service is equipped with support of interactions based on rules. The solution, the mobile chat and integration of cross-channel data with call center which are provided in a cloud environment also offers such opportunities as sharing of the browser.

"The new version of Oracle RightNow CX Cloud Service will allow the organizations to contact to clients at higher level that will allow to strengthen relationship with them for achievement more good results in business. The pro-active, personalized interactions will help the organizations to increase success probability at sale and to reduce problem solving time" — David Vap, the senior vice president of Oracle for products is sure. He also added that today the functionality of Oracle RightNow Chat Cloud Service has no analogs in the market.

Among key features of Oracle RightNow Chat Cloud Service in Oracle select: Click-to-Call — gives to clients an opportunity of a conversation with the operator by phone directly from the browser; Chat Availability Controls — allows the organizations to regulate interaction volume in a chat depending on loading of the operator and limits of waiting time; Strategic and Operational Chat Channel Analytics — allows to analyze better efficiency and load of the channel and operators thanks to standard and special reports (new means of the analysis of a chat provide a comprehensive set of indicators, providing data transparency); Background Service Updates — optimizes indicators of availability of Oracle RightNow Chat Cloud Service during the periods of updating of service.

Besides, Chat Business Rules offers more than 70 built-in conditions for rules and effectively uses the Oracle Engagement Engine mechanism to help the organizations to obtain various data on visitors and to apply accomplishment of difficult actions. Chat Business Rules provides detailed control over when it is worth addressing the client in a chat. The bases for the choice of an access time are the customer behavior, its profile and other up-to-date information, developers explained.

In addition the solution provides the optimized instruments of web development for more effective design of design of the interface of self-service, the improved widgets of expansibility and management of syndication, the improved administration for more effective management of the user sessions, enhanced capabilities of collective work of communities on different channels and also the optimized management tools content and possibilities of the analysis.

Let's note that Oracle Cloud includes an extensive portfolio of the applications offered on SaaS model ("software as a service"), including Oracle Customer Service and Support Cloud Service based on Oracle RightNow CX Cloud Service.