Working with Service Cloud (RightNow) since 2008
We specialise in the outsourcing of administration, configuration and integration of Oracle Service Cloud. We can help minimise training and maintenance costs and get your Service Cloud instance up and running as quickly as possible.
All our services are available as fixed fee projects or completely adhoc by the hour or with one of our bulk save work packages. Contact us today to get started working through your Service Cloud backlog.
Nobody uses Service Cloud in complete isolation within a company, which is probably why integrations are one of our most common requests. With years of experience integrating Service Cloud with numerous third party systems we can help create real time or batch data integrations, SSO connections or simply advise on consuming Service Cloud APIs and best practices. Integrating allows for a more unified experience for agents or customers and is essential for a modern customer service experience.
Are you migrating from another system or synchronising data with other systems? We know how to get your data where it needs to be and get you up and running as soon as possible. Any data retention policies such as for GDPR we can work on too, implementing intelligent policies to stay on the right side of regulations.
Do you have a website and need your Service Cloud web pages (Customer Portal) to match? We specialise in fully responsive theming and design
for all your support including chat. Bring a unified experience to your support pages. Complete customisation options are also available as required
utilising the various Customer Portal frameworks and Custom Objects (database tables).
We can help customise and optimise your agent workflow and help hit peak efficiency. With the use of Custom Processes, Custom Objects, Business Rules, Addins and Extensions we can help automate and extend the agent workflow so your agents spend more time on customers and less time on complicated workflows. With our integration services we can also help achieve a more unified customer view for agents from within the Service Cloud system, creating better a better customer experience.
Whatever your operational stats and KPIs are, keeping your finger on the pulse is central to maintaining and improving service. Our additional real time operational dashboard gives an instant overview of your contact centre health to help maintain customer service and identify larger issues.
Few companies really make the most of Service Cloud Chat but we'd like to change that. We can help with complete re-theming, configuring and organising queues, intelligently initiating chat with Engagement Engine and even assist with implementing Oracle Virtual Assistant.
We believe in building relationships with our clients. We want to get to know your environment and company Don't just save training and workforce costs, outsource your Service Cloud administration to us. Submit requests via our ticketing system or pick up the phone and have us take care of it. Each account is assigned a key administrator who will get to know your system and company practices.
Keep users informed in real time with our Service Status app. Configurable directly within the agent console or BUI.
Enable you agents to pull previously assigned incidents with our free Add-In.
Add the ability for users to download the transcript of a chat at any time with this handy widget.
Recent studies show that live chat support has become a big part of customer communication strategy, the reason being that it's an easy and effective way of engaging with customers...
When someone talks about online support what do you think of? You probably cast your thoughts to the format the vast majority of companies employ...
Engagement Engine doesn't get mentioned too much when discussing Service Cloud, however this little tool can be leveraged to enhance your support offerings quite dramatically...