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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
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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
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