Platforms and Technology

Learn 7 Ways to Go Beyond the Basic Contact Center

How comfortable are real people with using voice commands with their devices? We wanted to know, so for the second year in a row, we asked over 1,000 people how they use voice, when they use voice, and why. If you’re looking to get a snapshot of how voice is used by people today, then […]

On our Optimized Global Delivery blog, Cathy Zhang reviews QA solutions for SharePoint upgrades: As SharePoint gets stronger and stronger, SharePoint Online and SharePoint 2016 have more new features and abilities. Enterprise can provide more functionality to business users with less customization and at a lower cost. According to the upgrading solutions, QA strategy needs […]

January is the busiest month of the year for hiring and restructuring, leading to busy human resources (HR) and recruiting departments across all organizations. Add a robust economy into the mix and you have the perfect recipe for an overwhelmed few weeks at work. Luckily, the digital transformation wave applies to HR, with a bevy […]

New Year – new data compliance. As analytics and big data continue to gain acceptance in the enterprise, governments are catching on and developing regulations to curtail abuse and monitor responses to data breaches. In particular, organizations doing business in Europe will need to comply with The General Data Protection Regulation (GDPR), set to go […]

Pete – “This year we have the budget to replace our existing data replication technology.” Harry – “Good to hear. Have you evaluated any tools or services?” Pete – “I recently attended an Amazon Web Services (AWS) seminar hosted by our cloud services team. They showcased many managed and core compute services. Harry – You […]

The purpose of implementing new technologies in your omni-channel contact center is to delight and better serve customers and create brand loyalty. However, implementing disparate new communication channels more often than not annoys customers, rather than delighting them. Customers will inevitably have problems or questions about your products or services. A product may need to […]

I’ve been involved in numerous Oracle Sales Cloud implementations. One of the most requested requirements is adding space between fields on a detail/summary page, for example, adding space below the ‘Account Name’ and ‘Lead Source’ fields. Oracle Sales Cloud does not currently support this feature. However, after working with our development team, we found a […]

Microsoft and Adobe announced their partnership last fall, and as a leading partner to both, we’ve been hard at work understanding how this alliance will benefit our customers. Check out our Adobe blog, where we take a closer look at Adobe Experience Manager and Microsoft Azure, and find out how combining the two solutions can […]

The recent release of the Oracle engagement cloud has introduced many exciting new features to the cloud application enhancing the user experience with new UI features and functionality. Quite a few of these new features available in the engagement cloud application now are enhancements that were requested by many of our clients over the years. […]

From my earlier post (Post 1), we talked about what EPM is and how it can help organizations.  This post will focus on starting the process to determine what the organizational needs are.  This is the first step in determining which applications to select and implement.  If at all possible, do not buy your new […]

Oracle Digital Customer Service is an offering within Oracle Engagement Cloud that enable you to provide your customer account users with self-service access to their own service requests and relevant knowledge articles through a web interface. Digital Customer Service is a pre-built reference application for online customer service solutions that can be re-branded and extended […]