Engagement Cloud Articles - Perficient Blogs
Blog

Posts Tagged ‘Engagement Cloud’

  • Topics
  • Industries
  • Partners

Explore

Topics

Industries

Partners

Engagement Cloud R13 – Service Bell Notifications

Service Bell Notifications In Engagement Cloud, the Service application can now present a notification to the service agent when a specific trigger condition occurs relating to a service request. This enables the service agent to take immediate action in response to a customer inquiry. The latest release R13 (18A) enhances the notifications framework by simplifying the process […]

Read more

Engagement Cloud R13: Automated Inbound Email Processing

Oracle Engagement cloud is a unified Sales and Service application that helps your agents to play a blended role while serving your valued customers and partners. Service Request Management is the core functional area in Engagement Cloud and it comes with easy to setup Inbound Email Processing capabilities for automatically creating and updating Service Requests. […]

Read more

Engagement Cloud R13 – Service Queue Management

Oracle Engagement Cloud is a unified Sales and Service application that helps your agents to play a blended role while interacting with your customers and partners. Service Request Management is the core functional area in Engagement Cloud and it comes with several features to manage service requests/interactions and route them to a most appropriate service […]

Read more

Engagement Cloud: 5 Key Productivity Tools for Service Requests

Oracle Engagement Cloud is a unified Sales and Service application that enables your agents to play a blended role while serving customers and partners. Service Request (SR) Management is the core functional area in Engagement Cloud with respect to Service offering and it comes with several advanced features. There are many productivity tools embedded into […]

Read more

Oracle Engagement Cloud R13 : Co-Browsing

Co-Browsing – Browsing together Oracle Co-browse is a collaboration tool that can be used during phone or chat interactions to enable an agent to see the screen of the customer that he’s interacting with. Engagement Cloud R13 provides out-of-the-box support for co-browsing.  The Co-browse feature is used to engage customers online and provide real-time assisted […]

Read more

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 […]

Read more

Subscribe to the Weekly Blog Digest:

Sign Up