Oracle has announced enhancements to Service Cloud and Social Cloud designed to bridge the gap between customer services and social network activity.
Community Self-Service offers new functionality that integrates the customer service and social gap between the clouds in a move acknowledging that people increasingly prefer to interact with customer service agents through social networks rather than over the phone.
Service Cloud's web self-service feature, which allows visitors to a company's website to search for information relating to their queries, has been merged with the Social Cloud's web community interactions features.
In effect, this means that a customer looking to solve a problem or query can search for answers based on existing company knowledge, and from sources in the company's community, in a single place.
Oracle claimed that this will help customers get answers to questions faster while reducing the number of requests a company's contact centre needs to handle.
The firm has also added the ability for Social Cloud to listen in and analyse data from a company's private sources, such as survey data and call/chat logs, alongside the social network data it currently monitors on sites such as Facebook and Twitter, and in online customer communities.
The Oracle Social Cloud Relationship Management dashboard can be used to analyse unstructured public and private data to gain an insight into customer and community feelings and problems relating to a company and its products or services.
Oracle has also included the ability to add notes and attributes to incidents logged by Social Cloud directly to the Service Cloud to give customer service agents more information and improve the speed and quality of service.
David Vap, group vice president of product development at Oracle, explained that the integration features help Oracle users better understand and service customers across multiple communications channels.
"The updates to the Service Cloud and Social Cloud help businesses listen, identify and track social conversations, enabling them to quickly and efficiently respond to customers looking for answers, which helps foster a loyal group of brand ambassadors," he said.
Oracle may be bolstering its cloud services with customer service enhancements, but the firm also has its eye set on other markets having recently unveiled cloud services that include big data and Internet of Things analytics tools.
Users are told that their non-existent 'iPhoneID' is expiring soon
Expansion of SDK intended to expand Amazon Alexa ecosystem
Locky returns from a prolonged rest with two new variants
AMD lambasted over Radeon RX Vega pricing that will add an extra £100 to RX Vega 56 and 64 graphics cards
Company accused of failing to tell anyone that the launch prices were only introductory offers