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April 29, 2016updated 05 Sep 2016 10:42am

Oracle offers Field Service Cloud to improve customer service

New field service capabilities will enhance customer satisfaction and response times, as well as reduce service delivery costs.

By CBR Staff Writer

Oracle has introduced the latest Oracle Field Service Cloud offering to power a connected customer service experience.

The offering was formerly known as TOA Technologies. New features and integrations available in the new release include, expanded field resource manager, automated urgent work assignment and integration with Oracle’s e-business suite.

Expanded field resource manager helps field supervisors to manage all field activities in real time using a mobile device.

The new capabilities allow the field workforce to quickly respond to varying customer requirements, and streamline collaboration between resources in the field.

Oracle Field Service Cloud enables responding to emergency situations, with the application automatically locating the field resource nearest to the job and routes them to the urgent event.

The integration with Oracle’s E-Business Suite helps in streamlining job scheduling and inventory tracking capabilities.

New integrations with Oracle Integration Cloud Service allow Oracle Field Service Cloud customers to rapidly integrate with other cloud applications like Oracle Sales Cloud.

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Oracle customer Julia Neary, IT manager for fulfillment and service at Pella Corporation said: "At Pella we continually strive to exceed our customer’s expectations and with the recent implementation of Oracle Field Service Cloud we are gaining new levels of customer service capabilities.

"We are already seeing a reduction in manual processes and improved management of our service technicians.

More importantly we are able to leverage Oracle Field Service Cloud to respond faster, more reliably and more efficiently to our customer’s needs."

Oracle Field Service Cloud is part of the Oracle Service Cloud portfolio which the claims will provide a complete service experience across a range of modern contact centre channels such as web, phone, email, chat, social and the in-person field service interaction, all powered by the latest technology.

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