Ladies and gentlemen: welcome to the second installment of the 2012 RightNow CX feature focus. In the last installment we discussed the introduction of the Knowledge Foundation API in the February 2012 release. If you missed the review you can find it here: http://blog.evergegroup.com/?p=496
Today I would like to discuss the updates to Cloud Monitor from February 2012. This feature has been around for a few years now. In fact I even did a presentation to the New York CX user group back when it first came out. I was still a user and I was so excited to see it in action that I became an early adopter. Cloud Monitor has evolved quite a bit since then but still provides valuable insight into non-traditional call center channels and even allows support agents to respond back to users proactively via the same channel. I use social media quite a bit and on the few rare occasions where companies responded directly to me as a result of a comment I made out into the ether, it made me feel like I had a personal connection to the entity. Cloud Monitor is one of the tools that can help companies realize and achieve this level of social maturity.
Cloud Monitor subscriptions
From the release notes:
RightNow Cloud Monitor now supports subscription-based cloud searches to capture the entire thread content of a Facebook page or an RSS feed on a recurring basis. Subscriptions return all content available from the selected channel, including any comments associated with Facebook posts.
• The Cloud Monitor now conveniently displays favorite searches, subscriptions, and Twitter private messages together in a single dashboard.
• Subscriptions can be enabled for any custom Facebook or RSS channel.
• The redesigned Add Cloud Monitor window now allows multiple searches to be added to the monitor at once.
• Subscribed search results are automatically updated every fifteen minutes.
• For Facebook subscription results, comments are grouped by thread.
Below are my thoughts and their impact on the above five bullet points:
1. The Cloud Monitor now conveniently displays favorite searches, subscriptions, and Twitter private messages together in a single dashboard.
In previous versions, reports were separate but now all the above information is conveniently packaged in a dashboard. Dashboards are great for power users and supervisors as they provide key information that is actionable in a convenient snapshot view. I have designed many such snapshots both as a user of CX and as a partner. Clients that appreciate the power of good analytics reports always walk away happy when they have a few shiny new dashboards in hand and in this case the report comes standard with no customization required.
2. Subscriptions can be enabled for any custom Facebook or RSS channel.
This increases the robustness of Cloud Monitor exponentially. A feature allowing monitoring of multiple pages across Facebook and RSS, how can this not be good?
3. The redesigned Add Cloud Monitor window now allows multiple searches to be added to the monitor at once.
In previous incarnations of CX having to add a search, click OK and then add a new search was just, in a word, annoying. Being able to add multiple searches at once may not seem like a major technologic advance but it goes a long way to increase usability. Let’s face it if the software is not user friendly rolling it out to your organization and getting buy-in from key stakeholders would be challenging to say the least. (If CX was not usable it certainly would not maintain its leader spot in the Gartner Magic Quadrant for contact centers http://www.gartner.com/technology/reprints.do?id=1-1A4Y5NW&ct=120416&st=sb)
4. Subscribed search results are automatically updated every fifteen minutes.
All I have to say about this added feature is THANK YOU Oracle! I love not having to hit refresh to get updates.
5. For Facebook subscription results, comments are grouped by thread.
This is another very useful addition to Cloud Monitor. Grouping results by thread allows the person monitoring to understand the full context of the conversation. Having this information available to agents who are interacting with end-users will make interactions more intuitive and provide the end-user with best of breed customer experience.
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: http://www.evergegroup.com/contact.php
About 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 over five years.