Oracle has introduced the latest release of Oracle Service Cloud that includes Oracle RightNow and also launches the new Oracle RightNow Mobile Agent App for the iPad. With new capabilities to support servicing customers when agents are away from their desks, Oracle Service Cloud now leverages the power of Oracle Fusion Tap, a native application for iPad. The new release of Oracle Service Cloud with Oracle RightNow Mobile Agent App aims to specifically address pain points for mobile employees, helping them stay connected and productive.
Oracle RightNow Mobile Agent App, part of Oracle Service Cloud, enables the ability to leverage native iPad capabilities and innovative usability patterns, easy navigation and integrated apps such as live maps and FaceTime; secure mobile access to key service and support information, including accounts, contacts, incidents and tasks; offline caching, and remote access to key information even when disconnected; and reporting on contact center performance and the ability to monitor exceptions while away from the desk. According to Oracle, the app which is available in the Apple App Store, is easy to install and configurable by business users.
The May 2013 release of Oracle Service Cloud also includes enhancements to the Customer Portal by utilizing mobile device cameras, optimizing for mobile SEO and removing the dependency on CSS and Javascript, thus enabling use on a wider array of mobile devices such as hand-held game-systems and Ketai phones. These enhancements allow customers to get service from any device, find mobile content more easily, and enhance problem descriptions with images to shorten resolution time.
More details on the Oracle Service Cloud May 2013 Release and the Oracle RightNow Mobile Agent App are available.