Oracle Announces Latest Release of Oracle RightNow Cloud Service, Offering Rapid Response to Complex Customer Issues

Redwood Shores, CA – February 27, 2013

Oracle today announced the February 2013 release of Oracle RightNow Cloud Service, which includes new capabilities to help organizations automate the management and deployment of complex business policies that are required to support customers.

Part of the Oracle Cloud, the February 2013 release of Oracle RightNow Cloud Service is the only cross-channel cloud service and support solution on the market that offers this level of rapid delivery and easy maintenance of highly complex business policies.

Solving customer issues that are supported by complicated business rules can be a costly and cumbersome process for many organizations to staff and manage. In addition, it often creates a lengthy series of interactions for customers seeking resolution over traditional phone and email channels.

Oracle RightNow Policy Automation empowers an organization’s policy experts to manage policies and updates efficiently, as well as deliver answers to customer questions effectively over the web, avoiding higher cost escalations.

This latest product update allows businesses to resolve customer inquiries with accurate, up-to-date and contextually relevant information at the right time, in real time, with no waiting and at the point of need across devices.

Whether it is benefit eligibility, welfare payments, tax obligations, education course credits, license and permit eligibility or insurance premiums, Oracle RightNow Cloud Service enables organizations to deliver intuitive and easy-to-understand assistance to customers.

The Oracle Cloud offers a broad portfolio of SaaS applications, including Oracle Customer Service and Support Cloud Service, which is based on the Oracle RightNow Cloud Service.

Increased business efficiency from automated natural language decisioning technology, which reduces the complexity and errors of manual entry.

Improved transparency of decisions to customers and reduced follow-ups with automatically generated audit reports that document and justify each step of the decision process.

Enhanced customer satisfaction by only asking contextually relevant questions and providing timely, accurate answers that apply to the customer’s circumstance.

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.

“With the latest release of Oracle RightNow Cloud Service, organizations can rapidly respond to customer needs and fast-changing business policies,” said David Vap, Group Vice President Products, Oracle.  “Whether public or private sector, Policy Automation within Oracle RightNow Cloud Service helps organizations more easily support their policy strategies by simplifying policy creation, maintenance, auditing and self-service access.  These capabilities help to reduce operational costs while at the same time providing a consistent, transparent experience for the customer.”

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