PRESS RELEASE: Directly, a Gold level member of Oracle PartnerNetwork (OPN), unveiled at the Modern Service Experience conference an integration that lets Oracle Service Cloud users build their own on-demand customer service networks to scale support and improve customer experiences.
Directly for Oracle Service Cloud is also now available in the Oracle Cloud Marketplace, offering added value to Oracle Service Cloud customers.
Directly for Oracle Service Cloud can help customer service organizations provide next generation customer service experiences by matching customers who have questions with experts who are part of a flexible network of on-demand talent developed from the company’s own user base and community.
The Oracle Service Cloud portfolio delivers a complete service experience across a wide range of modern contact center channels including web, phone, email, chat, social and the in-person field service interaction, all powered by the latest technology. Directly works within Oracle Service Cloud to intelligently route cross-channel questions to experts, who have the option of answering questions on demand and earning rewards for quick resolution. The powerful integration helps scale customer support, while improving customer experience.
Leading brands such as FreedomPop use Oracle Service Cloud and Directly together to deliver fast response times and high satisfaction ratings by intelligently routing customer service questions to their expert users – including top customers and partners – who earn rewards for quick resolution.
“Our FreedomPop experts are enthusiastic problem-solvers who answer questions at the speed of light. Using Oracle Service Cloud and Directly to get questions into the hands of on-demand experts helps us scale great support for our growing membership,” said Robinson O’Brien-Bours, director of support at FreedomPop.
Customers using Directly.com are experiencing 4.5 minute average response times and engaging, authentic interactions that can drive 92.5 percent customer satisfaction ratings in a cost-efficient way across service channels.
The Oracle Cloud Marketplace is a one-stop shop for Oracle customers seeking trusted business applications and service providers offering unique business solutions, including ones that extend Oracle Cloud Applications. Oracle Cloud is the industry’s broadest and most complete public cloud, delivering enterprise-grade services at every level of the cloud technology stack including software as a service (SaaS), platform as a service (PaaS), infrastructure as a service (IaaS), and data as a service (DaaS).