A Brief Evolution of Oracle Service Cloud

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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 is 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 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 Technologies was founded in 1997 and created a software product that focused on customer service with an integrated knowledge base.

When Oracle had acquired RightNow CX, the core features were:

  • RightNow Web Experience
  • RightNow Social Experience
  • RightNow Contact Center Experience

  • RightNow Engage

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.com.

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.

In November 2015, Oracle Announced Oracle Service Cloud Knowledge Advanced, which brings the key capabilities of Oracle Knowledge Enterprise to the cloud. The Knowledge Advanced edition leverages key capabilities from Oracle's best-in-class knowledge management solution, Oracle Knowledge Enterprise (formerly InQuira). Knowledge Advanced brings offers customers a robust set of features and capabilities in the cloud, with simpler administration and a lower cost of ownership.

In Conclusion

Oracle continues to empower its customers and delivers great customer experiences with Oracle Service Cloud. The August 2016 release of Oracle Service Cloud adds new capabilities across the platform, including enhancements to Knowledge Advanced, Web Customer Service, Policy Automation and Field Service. Additionally, with this release it also introduced a multi-platform Mobile Accelerator that helps create a tailored mobile app, enabling an organization's employees to easily access customer and case information, tasks, view dashboards and more on their own mobile device.

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.

Meet SoftClouds CX Experts at SoftClouds Kiosk in CX Central — Service at Oracle OpenWorld 2016. Register here!

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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.