Brief Evolution of Oracle Service Cloud
Oracle Service Cloud is a modern customer experience (CX) application that allows organizations to connect with their customers and facilitate customer experience in the customer’s channel of choice. It’s a comprehensive Omni-channel solution that allows organizations to engage with their customers across any channel: email, phone, chat, web, social media, and any mobile device.
Oracle acquired a string of companies in 2011, to gain a competitive advantage in the CRM market. Oracle had acquired InQuira for enterprise knowledge management (KM) solutions in July 2011 and by October 2011, RightNow Technologies, a cloud-based CRM was acquired. This showed that Oracle was serious about being in the cloud space for CRM.
RightNow Web Experience
- RightNow Social Experience
- RightNow Contact Center Experience
- RightNow Engage
RightNow Technologies was founded in 1997 and created a software product that focused on customer service with an integrated knowledge base. Over time, with a redesigned product logo, the product was re-branded as Oracle Service Cloud, to help Oracle compete in the CX cloud service industry and to make it a more direct competitor to the Service Cloud offering of Salesforce. Other notable acquisitions such as Eloqua was converted into Modern Marketing Cloud and Inquira , the on-premise knowledge solution was transformed into Oracle Knowledge for large enterprise customers.
Oracle continued to invest to grow and expand its cloud applications by adding more core features into the Oracle Service Cloud portfolio. Oracle is continuously evolving to meet the ever-growing demands of the CX Service market and this is made possible by the platform on which it is built on. Oracle Service Cloud is the foundation that enables great customer experience. Continuing its investments in cloud applications, Oracle acquired TOA Field Service in July 2014 to bring in more value to the Oracle Service Cloud CX portfolio.
Oracle Service Cloud gives organizations a dynamic, best-in-class tool set for creating a great customer experience. With global architecture, reliability and security controls, enterprise integration and operational maturity, the Oracle Service Cloud Platform provides organizations with value and great customer experience.
This post was written by Mahesh Jeyakumar, Practice Manager, CX Service at SoftClouds. SoftClouds is a recognized leader in CRM/CX transformation with experience in numerous Service Cloud Implementations with pre-configured best practice business processes for multiple verticals/domains.