Mobile devices are a main way of getting in touch with companies' contact centers, and Oracle has updated its Service Cloud and released a mobile agent iPad app to address these complex events.
By updating Oracle RightNow and releasing the Fusion Tap iPad app, Oracle is attempting to address instant service demands from those mobile customers.
Fusion Tap App
For contact center managers and administrators, dealing with an increasingly mobile customer base means there are more channels to address. That means handling contacts via, social, mobile and Web, and Oracle has released its Fusion Tap iPad app to allow those managers to do it via mobile.
The Fusion Tap app allows managers to browse KPIs, manage accounts and see worker information like predicted performance. Likewise, the Oracle Service Cloud has been updated to enable mobile devices to connect to customer service via a browser based implementation, and introduced image attachments so customers can include photographic evidence if they wish.
Because not every mobile device has a powerful browser built in, Oracle has allowed for extending customer service to non traditional devices like hand held gaming systems, and ereaders, for example. The customer portal should be more accessible from any mobile device, and finding mobile friendly content has also been addressed in this release.
Mobile specific content should be easier to find due to a mobile SEO update that supports Google mobile spiders. When customers search via a mobile device, the search engine should provide that device optimized content. Additionally, Oracle has tried to integrate social channels into RightNow as well. With this update, new reports are available to track engagements across networks, and live agent interactions now feature automatic updates of customers' social response to existing incident threads.
Oracle's Fusion Tap app is free and available on iTunes for the iPad only.