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Oracle Announces New Release of RightNow CX Cloud Service

Written By: Raluca Druta
Published On: December 13 2012

oralogo-small.gifOracle presented new features for its customer experience service platform, RightNow CX Cloud Service. The release allows organizations to engage customers via multiple channels thanks to the newly introduced integration between Oracle RightNow Chat Cloud Service and Oracle Engagement Engine Cloud Service.

New features are aimed at improving customer engagement as well as monitoring agent and platform activity. Chat Business Rules uses the Oracle Engagement Engine's 70 built-in rule conditions which allow users to collect rich visitor data and assess how to engage customers based on customer behavior, customer profile information and operational information. Click-to-Call offers clients the option to call a live agent while they are using the Web browsing tool.

Furthermore, Chat Availability Controls displays real-time agent availability and therefore allows for better control of the chat pipeline. Strategic and Operational Chat Channel Analytics offer out-of-the-box reports and ad hoc reports that shed light on channel utilization and agent productivity. The new version features a Background Service Updates application that produces high availability metrics for Oracle RightNow Chat Cloud Service during service update periods.
 
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