Service Cloud August 2014 Contact Center Modernization

I am on a plane to Open World in San Francisco and thought that taking the time to finally write up my review of the new Oracle Service Cloud release would be an appropriate use of my time. As a reminder eVerge Group will be featured in four Service Cloud Sessions and I will be speaking at two. Please stop by and say hello I will be at all four:

  1. Oracle Service Cloud for Siebel Service[CON8917] Wednesday, Oct 1, 12:45 PM – 1:30 PM – Moscone West – 3001A
  2. Best Practices in Online Customer Engagement[CON8911]  Wednesday, Oct 1, 3:15 PM – 4:00 PM – Moscone West – 3001A
  3. The Best of Both Worlds, Cloud to Ground: A Siebel/Oracle RightNow Integration Story [CON3929]  Thursday, Oct 2, 11:30 AM – 12:15 PM – Moscone West – 2001A
  4. Oracle Service Cloud Platform Overview and Roadmap[CON8910]  Thursday, Oct 2, 2:00 PM – 2:45 PM – Moscone West – 3001A

The theme of this release resonates with the best practices eVerge Group will be speaking at in our session with Christopher Patterson at Open World. In 2014 there has been a push to transform and modernize customer service and I think this first image summarizes that initiative very well.


Key enhancements to the product in this release span Web Customer Service, Cross Channel, Policy Automation and Platform. Although it isn’t as packed with new features as May was there are some really exciting features.

webcsWeb Customer Service

Experience Routing (Chat)

In May the ability to use experience routing within chat allowed for fewer rules, simplified queue management, routing based on products, categories, language and more to the most skilled agents and the ability to strategically priority level of service. All of these added a tremendous value to the product allowing organizations to increase CSAT, Retention and Acquisition through more modern approaches to a channel that has been around and matured with all of us. This feature has brought Chat back in style like big phones and bellbottoms.

In August we see a new iteration of capabilities in experience routing that offer an organization the ability to optimize the utilization of chat agents as well monitor trends in queue performance, traffic and workload. The key benefits of this include improved responsiveness by load balancing work assigned and an overall better understanding of queue/agent performance. This is important for forecasting need in peak times as well as maintaining the desired level of service for the channel.


crossCross Channel Contact Center


This is a feature that I have anticipated for quite a while.  In the past year I have observed a renewed interest from organizations that desire to empower agents and to improve knowledge. Part of this movement has involved the adoption of KCS or knowledge centered support. If you are not familiar with this methodology you can learn more on this site:

In the August release this feature centers on collaboration within the context of an incident transaction in the agent desktop. An agent can now access experts from their organization without getting up from their desk, transferring the call or escalating the incident. Collaboration is enabled for the traditional client as well as the mobile agent app allowing access to another level of knowledge anywhere, anytime.

Agents are alerted about important collaborative posts using enhanced “toast” notifications keeping them up to speed in real-time. Organizations who take advantage of this will be getting a fully functioning internal social network that can be used by their staff to increase quality, productivity and efficiency. In terms of key performance indicators (KPIs) this translates to increased customer satisfaction (CSAT), decreased handle time (AHT/MTTR) and increased first contact resolution (FCR). As I mentioned above this also enables organizations to adopt some of the aspects of KCS. They will be able to start capturing previously undocumented, tribal knowledge and with the proper workflow implemented convert these interactions into knowledge articles that can be pushed out through web self-service. This adds another KPI to the mix, with more relevant knowledge available to customers there will be an increase in call deflection and a decrease in creation of incidents that positively affects return on investment (ROI).



paPolicy Automation (PA)

In August we have more changes in policy automation within interview experience, modeling and deployment. If you are not sure what you would use PA  for think about process you walk through like determining benefit eligibility, comparing car insurance rates or upgrading your phone.

Interview Experience

The layout of the interview experience can now be enhanced with embedded images, controls that can be displayed side-by-side and sections that can dynamically show or hide. A streamlined audit process that allows the viewing of decision reports within Service Cloud’s agent desktop or any other application that it is connected to has been introduced. Finally you can also capture evidence by uploading any document and viewing it in the agent desktop.



Modeling Productivity

There is now the ability to work collaboratively on multiple people on the same project while keeping track of what was changed and why. Also new sample projects have been added for industries like Retail, Travel & Transportation, Licensing they can be used to create new interviews or enhance existing ones.

Deployment Efficiency

In August a new, cleaner more simplified user interface has been added that allows you to audit changes made to projects and deployments separately providing a more robust history. The web service connector will allow you to securely integrate to Service cloud and other applications in a standard way that makes mapping to a data model easier.




Within the Service Cloud Platform support has been added for both ODBC and JDBC drivers. These are cloud agnostic drivers that will work even in a PCI cloud without firewall configuration and allow quick, easy access to common data management, ETL, and analytics tools.


In the next year the key features I am most looking forward to are Browser Based Agent UI, Oracle BI integration, Advance knowledge and last but not least REST APIs. See below for an overview however understand that Oracle always caveats these roadmaps with the disclaimer that features may change at any time especially in the “Next 12 Months” bucket.



 Rhianna Blue BlazerHeadshot2About the author: Rhianna Albert (Just Rhianna) has an extensive background in customer support systems and processes, is an active member of the CX community and has been implementing and integrating RightNow solutions for seven years.


For more information on the August 2014 version including release notes, manuals, webcasts, tutorials and community posts. Please review at the official RightNow documentation overview page.

If you are interested in learning more or have questions feel free to reach out to me at

eVerge Group is an Oracle Platinum Partner with extensive experience. For more information about Oracle RightNow CX and our other business solutions, contact us through our website:

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