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Posts Tagged ‘Engagement Cloud R13’

Oracle Engagement Cloud – Top 5 UI Enhancements

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. […]

Engagement Cloud R13 – Digital Customer Service (DCS)

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 […]

Engagement Cloud R13 – A Deep Dive into Omnichannel Routing

The recent release of Engagement Cloud introduced Omnichannel framework, which provides automatic, real-time agent assignment of communication channels used by Service processes. An omnichannel customer experience requires gathering context and information across all engagement channels throughout the entire customer journey so your agents can view every interaction, from the first website visit to ongoing engagement on social […]

Engagement Cloud R13: SmartText – An Agent Productivity Tool

Recently, I had an opportunity to participate in Engagement Cloud R13 workshop for Oracle partners. During the workshop, we explored many of the new Engagement Cloud capabilities. In this blog post, I am going to explain how to use SmartText (one of the Productivity Tools), which enables the speed and consistency of Agents working on Service […]