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ORACLE DATA SHEET

ORACLE RIGHTNOW EMAIL

MANAGEMENT CLOUD SERVICE

IMPROVE AGENT PRODUCTIVITY,

INCREASE CUSTOMER

SATISFACTION

KEY FEATURES

• Inquiry management

• Single integrated knowledgebase

• Tracking

• Customer management

KEY BENEFITS

•

 Increase agent productivity withstandard response templates and

access to knowledgebase

• Improve first-touch resolution with auto-

suggested solutions

• Increase customer satisfaction and save

processing time by providing agents with

complete customer interaction history

 Many organizations today are flooded with e-mails. And although these e-mails

represent important communications from customers, tracking and responding

to them can be taxing, straining resource-strapped contact centers and

 frustrating customers. Oracle RightNow Email Management Cloud Service

helps you stay ahead, tracking responses, automating answers from the

knowledgebase, and escalating highly emotional e-mails. Your agents and your

customers will thank you for it.

Inquiry Management

Oracle RightNow Email Management Cloud Service provides the following inquiry

management features:

•  Auto-acknowledgement. Immediately confirms receipt of inquiries and sets response-time

expectations for customers.

•  Intelligent auto-response. Provides fast, prepared responses to commonly asked questions,

reducing the number of agent inquiries.

•  Auto-suggested solutions. Analyzes incoming inquiries and sends automated, accurate

replies with links to relevant answers in the knowledgebase. The result: first-touch

resolution before an inquiry ever enters the agent queue.

•  Agent assistance. Helps agents respond to new or unique issues by automatically

suggesting possible answers based on the content of each customer inquiry.

•  Agent response. Increases agent productivity by providing access to standard response

templates and access to the knowledgebase.

•  Business rules. Efficiently manages incoming e-mail and Web form flow by automatically

assigning inquiries to appropriate agents based on content, time, customer type, and even

emotional level.

•  Escalation rules. Notifies managers and triggers follow-up to help meet response

commitments or provide special handling of priority customers.

•  Web forms. Receives customer inquiries via e-mail or Web forms.

•  Support contracts and service-level agreements. Enables you to set and measure service

expectations for customers as well as staff by taking advantage of features such as incident

entitlement, privileged access, and response requirements.

•  Entitlements. Enables responses with the speed and quality levels defined by the service

contract.

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ORACLE DATA SHEET

2

Single Integrated Knowledgebase

Oracle RightNow Email Management Cloud Service’s knowledgebase is integrated across

communication channels and driven by customer interactions. Automatically learning and

adapting to customers, it ensures that content remains accurate and relevant. Customers get

suggested solutions based on content analyses of their e-mail inquiries. Agents are able to

quickly respond to inquiries and capture new issues.

Tracking

Oracle RightNow Email Management Cloud Service provides the following tracking features:

•  Incident number assignment. Assigns a unique reference number to each customer

inquiry. 

•  Threaded conversation. Captures multichannel communications in a single customer

record.

•  Customer history. Enables you to personalize your responses based on customers’ previous

interactions.

•  System alerts. Provides escalation rules to facilitate service-level management. 

Customer ManagementOracle RightNow Email Management Cloud Service provides the following customer

management features:

•  Incident management. Captures and tracks each interaction in the customer’s record,

regardless of channel. 

•  Consolidated customer data. Provides access to consistent and current customer

information captured across multichannel interaction points. 

•  Real-time information. Increases customer satisfaction and saves processing time by

 providing agents with complete customer interaction history. 

•  Globalization. Being a global platform, provides easy deployment in 33 languages and

dialects, including Unicode.

Contact Us

For more information about Oracle RightNow Email Management Cloud Service, visit oracle.com/rightnowcx or call +1.800.ORACLE1 to

speak to an Oracle representative.

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ORACLE RIGHTNOW WEB

EXPERIENCE

Oracle RightNow Web Experience is

part of the market-leading Oracle

RightNow CX Cloud Service that offers

an integrated approach to customer

experience. With Oracle RightNow CX

Cloud Service, you’ll be able to providea seamless customer experience in 33

languages across multiple

touchpoints—from your knowledge

foundation and contact center to your

corporate Website and social

communities. Deliver exceptional

customer experiences that put you

head and shoulders above your

competitors.

RELATED PRODUCTS

Oracle RightNow Web Experience

includes Oracle RightNow Email

Management Cloud Service as well as

these other products:

• Oracle RightNow App Builder CloudService products

• Oracle RightNow Chat Cloud Service

• Oracle RightNow Cobrowse

Cloud Service

• Oracle RightNow Cobrowse Remote

Support Cloud Service

• Oracle RightNow Contact Center

Experience, which includes the

following products:

• Oracle RightNow Basic Screen Pop

Cloud Service

• Oracle RightNow Dynamic Agent

Desktop Cloud Service

• Oracle RightNow Customer Portal

Cloud Service