Oracle has extended RightNow CX Suite, the customer experience suite, with new capabilities including a new Knowledge API, Multifactor Authentication, Facebook Conversation Access and improved Intent Guide functionality.
Knowledge API allows businesses to enhance service quality and increase self-help opportunities by leveraging the RightNow Knowledge Foundation from any application, service or device.
Multifactor Authentication (MFA) process boasts authentication to reduce the risk of data compromise.
Facebook Conversation Access is a component of the RightNow Social Experience and allows organisations to subscribe to a Facebook page or RSS feed from within Cloud Monitor, which is a social media monitoring tool that lets brands listen and join conversations that consumers are having about a company’s products and services.
The Facebook tool empowers brands to improve service quality by automatically retrieving relevant posts and providing a contextual view of conversations and comments from across the social network.
Intent Guide Virtual Assistant provides enhanced Web chat experiences with threaded chat interactions to gather critical information from consumers utilising natural conversational language.
