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Topic

    Kayleigh Fitch
    Connecting your contact center and field operations for...Answered
    Topic posted June 22, 2015 by Kayleigh FitchRed Ribbon: 250+ Points 
    238 Views, 5 Comments
    Title:
    Connecting your contact center and field operations for better service
    Content:

    You’re already using Oracle Service Cloud to seamlessly serve customers across all channels, but have you incorporated the most intimate customer channel into your strategy?

    Field service appointments may be the only time your customer will engage with your organization face-to-face. Plus, these interactions happen on their home turf—your field staff is standing on the carpet where their kids play, at the reception desk, or on the factory floor.

    If your contact center and field service operations are still functioning as independent entities, you’re missing out on opportunities to elevate customer satisfaction and drive efficiencies in your service processes.

    Document:
    18576connect-the-contact-center-to-the-field-wp.pdf (189KB)

    Best Comment

    Sarah Sheehan

    MB,

    I would suggest starting with the attached, which describes the Oracle Service Cloud and Oracle Field Service Cloud accelerator. If you have further questions, please let me know and we can discuss.

    Sarah

    51938OSvC_OFS_Accelerator_DS.pdf (354KB)

    Comment

     

    • Bhagwan Singh Mer

      Kayleigh,

      Good read.

      Are there plans (roadmap?) to build ready-made connectors from OSvC to OFSC? We are talking to a prospect who would like to have incidents created in OSvC to be pushed into OFSC as activity.It will definetly require integration effort so I was hoping if this is something which is on cards

      Thanks,

      MB

    • Sarah Sheehan

      MB,

      I would suggest starting with the attached, which describes the Oracle Service Cloud and Oracle Field Service Cloud accelerator. If you have further questions, please let me know and we can discuss.

      Sarah

      51938OSvC_OFS_Accelerator_DS.pdf (354KB)
    • Bhagwan Singh Mer

      Sarah,

      This is a useful information. Is it part of enterprise edition of RightNow OR customer have to pay extra $ for buying the accelerator pack

      Thanks,

      MB

    • Sarah Sheehan

      MB,

      The accelerator is available free to customers who have OSvC and OFSC. It can be downloaded with documentation, which allows the customer to perform this action themselves.

      Hope that is helpful.

      Sarah

    • Jairo Rojas Mendez

      This is a useful information. Is it part of enterprise edition of RightNow OR customer have to pay extra $ for buying the accelerator pack

      Thanks,

     

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