Connecting to LinkedIn...

W1siziisijiwmtuvmdqvmtuvmdgvntqvmzgvnzi1l01ptlrbu0hfqkxpr19vtljftkrfukvex0lnqudfx3jlc2l6zwrfyw5kx3jlbmrlcmvklmpwzyjdlfsiccisinrodw1iiiwimtkymhgxmjuwiyjdxq

Blog

Social and Service Clouds updated by Oracle

20/08/2015 by

W1siziisijiwmtuvmdgvmjavmdgvmjkvndyvnty0l0nsb3vklmpwzyjdlfsiccisinrodw1iiiwinjawedqwmfx1mdazzsjdxq

Enterprise resource planning (ERP) firm Oracle has made updates to both its Social Cloud and Service Cloud platforms, bringing a variety of new features and enhancements. This is the latest effort by the company to ensure that its clients are able to easily integrate social media into the centre of their businesses. The latest upgrades should ensure that companies have more insights into their customers’ behaviour and, as a result, provide a better service.

With social media having become so important for modern business, it is vital that firms have easy ways to integrate platforms into everyday working life. Organisations also need ways to understand and analyse the data from these platforms. This is where Oracle has placed its efforts, bringing new features to its Social and Service Cloud platforms so that companies can gain social insights with which to leverage their customer services.

For Oracle Service Cloud, the update has brought Community Self-Service ‒ a feature that allows firms to bring entire communities into their online customer service offerings. Social media channels and websites are now interlinked, which provides marketers with a way to listen to the consumer voice and use the knowledge they gain to improve customer care. It also provides a way for brands to track their customers' buying journey. Changes can then be made to ensure people are taken through the most efficient process, whether this is providing answers to common questions or facilitating the purchase process.

Meanwhile, Oracle has also updated Social Cloud to include features allowing social messages to be listened to and analysed. Service logs and survey data can be gathered from public and private networks, with this information made available in the Social Cloud Relationship Management dashboard.

Beyond individual platform enhancements, the ERP vendor has also added automation between the two systems as a way to provide better insights. Notes and attributes formed from incidents in Social Cloud can also be attached and applied to Service Cloud.

David Vap, Oracle’s group vice-president of product development, stated: “In today's hyper-competitive business environment, understanding the voice of the customer is essential to providing exceptional experiences, whether on public social networks, across communities, or within high-touch contact centres. The updates to the Oracle Service Cloud and Oracle Social Cloud help businesses listen, identify and track social conversations, enabling them to quickly and efficiently respond to customers looking for answers, which helps foster a loyal group of brand ambassadors.”

About Us

Montash is a multi-award winning global technology recruitment business. Specialising in permanent and contract positions across mid-senior appointments across a wide range of industry sectors and IT functions, including:

ERP Recruitment, BI & Data Recruitment, Information Security Recruitment, Enterprise Architecture & Strategy Recruitment , Energy Technology Recruitment, Demand IT and Business Engagement Recruitment, Digital and E-commerce Recruitment, Leadership Talent, Infrastructure and Service Delivery Recruitment, Project and Programme Delivery Recruitment.

Montash is headquartered in Old Street, London, in the heart of the technology hub. Montash has completed assignments in over 30 countries and has appointed technical professionals from board level to senior and mid management in permanent and contract roles.

comments powered by Disqus

Social Stream

Latest News

W1siziisijiwmtcvmdyvmtkvmtavndkvmtavntuvc2h1dhrlcnn0b2nrxzqymzk2mjg2ni5qcgcixsxbinailcj0ahvtyiisijm4mhgxmdajil1d

Long Term Transition, Not Long Term Tradition...

2017-06-20 09:00:00 +0100

It seems odd that while 88% of businesses are undergoing some kind of digital transformation[1], only 25%[2] of them have a clear understanding of their digital transformation journey. So what's driving so many businesses to pursue digital with such recklessness? Broadly speaking, the reason is simply the unprecedented rate of change in digital solutions and services. As we ride the digital tidal wave, consumers and employees change their expectations, ...

W1siziisijiwmtcvmdyvmtmvmtavmjqvmjuvodcxl3nodxr0zxjzdg9ja181njewnja3mzmuanbnil0swyjwiiwidgh1bwiilcizodb4mtawiyjdxq

How Great Leaders Cultivate Great Teams

2017-06-13 12:00:00 +0100

There's a difference between being a boss and being a leader. Leaders know how to inspire the best from their teams to achieve industry-leading results. For our latest blog, we spoke to our Managing Director, Roy Dungworth, to discover how businesses can create a culture that inspires great people to do great things together. Success in business doesn't begin and end with great leadership. Great leaders inspire their teams to want to do more and be bett...