RightNow Cloud Update Released
April 12, 2013
DestinationCRM.com informs us, “Oracle Releases RightNow Cloud Service Update.” The latest version seeks to increase community engagement and improve message relevancy. It also includes new ROI reporting tools. Writer Leonard Klie tells us:
“The company said the new release will help businesses increase efficiency, improve transparency of decisions to customers, and reduce follow-ups with automatically generated audit reports that document each step of the decision process, enhance customer satisfaction by only asking contextually relevant questions and providing timely, accurate answers that apply to the customer’s circumstance, and faster response to business changes in policies, legislation, and pricing through updates that can now be managed by business users through a single source document, which gets automatically deployed to the Web.”
The article lists some of the new functionalities: a dynamic message template designer; the iPad-specific mobile agent app; customer portal framework extensions (with an improved extension wizard); a customer-engagement engine; chat ROI reporting; policy automation; social community management (to both highlight and bury specific content); new survey expiration options; and a set of public APIs with which to build rich cloud services. See the write-up for details on each of these.
Oracle hopes the new features will allow its customers to respond more rapidly to an ever-changing business landscape, while making things simpler for their clients’ IT departments. We hope so, too.
Cynthia Murrell, April 12, 2013
Sponsored by ArnoldIT.com, developer of Augmentext
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