News : Jiva Implements Oracle Service Cloud Contact Centre
Dec 13, 2013 -- New retail ISP, Jiva, has implemented Oracle Service Cloud to manage its customer service interactions.
The software assists Jiva customers in obtaining easy access to reliable and relevant service information in a format that’s easy to navigate. Oracle Service Cloud helps enable Jiva customers to find the answers they need via a seamless experience regardless of what channel customers choose to interact with the business. Empowering customers with self-service tools allows Jiva to streamline its customer service function, improving the customer experience and reduce business costs and effort.
Jiva has implemented Oracle Service Cloud to manage customer service interactions across its online channels.
Jiva required a Service offering that was fast to implement, provided easy integration to the company’s existing systems and offered a superior cross channel customer service experience. Part of Oracle Cloud, Oracle Service Cloud was selected for its ability to provide customers with access to reliable and relevant information in an easy to navigate format.
Oracle Service Cloud combines web, social and contact centre experiences for a unified, cross-channel service solution in the cloud, enabling organisations to increase sales and adoption, build trust and strengthen relationships, and reduce costs and effort.
Jiva has implemented Oracle RightNow Web Self Service Cloud Service which is part of Oracle Service Cloud. Oracle RightNow Web Self Service Cloud Service helps enable visitors to find answers online from any device. The self-learning knowledge base improves with every customer interaction and provides deep and valuable insight into every customer or trend.
"With Oracle Service Cloud, we are seeing a reduction in calls per customer to our customer service centre, and increased unique and duplicate hits to the support area on our website. The use of self-service has overtaken live customer service calls. Not only is the burden on our contact centre lower, but customers’ issues are resolved faster as well," said Maryna Fewster, Chief Customer Officer, Jiva.
"Oracle Service Cloud provides a rich, online customer service solution accessible on everything from smartphones to the desktop. In today’s highly competitive business environment, the ability to provide a first class customer experience can make or break an organisation. Oracle Services Cloud enables the enterprise to not only provide its customer with best-in-class service, but also increase sales and adoption and at the same time reduce service costs and overall effort," said Yong Sheng (YS) Lee, Asia Pacific Director for Oracle Service Cloud.
Posted by Veronica Silva Cusi, news correspondent
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Published: Monday, December 16, 2013