As part of Oracle’s continuing investment into the development of Oracle Service CX (Oracle Service Cloud/RightNow), in 2017 Oracle started the development of the Browser User Interface (BUI). An intuitive webapplication that is designed to offer more flexibility to Oracle Service CX users allowing them to access the platform from any browser.

After improving the initial and first couple of versions of the BUI in which certain functionalities were still left out, we now reached a point whereas the web version offers the same features for agents as the desktop version has got to offer, while it has proven to significantly increase their performance.

A perfect time to embrace and adopt the BUI now, is it not?

For many, the answer surprisingly still is no. Today, we still see a lot of companies using the desktop version instead of adopting the BUI. So why is that? Are they unaware or not convinced of the added value the BUI has got to offer? Or are they unable or unwilling to deal with the financial consequences and the additional investments this upgrade requires?

In this blog we will give a brief overview of the benefits and the added-value BUI has got to offer over the desktop version, and provide 9 reasons to adopt the Oracle Service BUI today.

 

9 reasons to adopt the Oracle Service BUI today (if you haven’t done so already)

Compared to the desktop version, the BUI offers the following 9 benefits which we can consider as 9 reasons to adopt the Oracle Service BUI today:

  1. The BUI offers more flexibility
  2. A web application requires less storage space
  3. The online version is much faster 
  4. The BUI is more user-friendly for both Administrators and Agents
  5. A web application offers a greater compatibility
  6. The BUI is easier to deploy to remote or infrequent users
  7. The online version offers more frequent updates
  8. In the near future, all new features Oracle launches for Oracle Service CX are developed for the BUI only
  9. The online version offers more modern and better looking dashboards

Ad 1. The BUI offers more flexibility

Probably one of the most important gains the BUI has got to offer is that it is a web application, which means it does not require administrators to dedicate specific desktops for the use of Oracle Service CX, or limit Agents to only be able to use these dedicated desktops. Now any desktop with an internet connection will do.

Ad 2. A web application requires less storage space

As the BUI no longer requires Administrators to install the 2GB Oracle application on each desktop that is used for Oracle Service CX, it also helps companies to save a lot of storage space on these desktops.

Ad 3. The online version is much faster than the desktop version

Another important advantage the BUI has got to offer, concerns the loading speed. Typical for a web application built with asynchronous JavaScript is that the application (the complete code) does not have to wait for the first code to respond and return the information before continuing with the rest of the code. Asynchronous code can send all the requests off simultaneously and receive all the responses at the same time because it is not waiting for the previous request to finish before sending another. With the introduction of the BUI and asynchronous JavaScript, the waiting times for the compiling C# code have disappeared. When utilised correctly, the advantages for any developer and agent are faster, more efficient code, resulting in immediate productivity and service and culminating as a positive user experience.

Ad 4. The BUI is more user-friendly for both Administrators and Agents

As the BUI is an online application, it no longer requires administrators to apply all enhancements and modifications to the core framework using traditional .NET Add-Ins written in C# code for Internet Explorer (IE). With the BUI all data must be accessed via APIs built into the Oracle Service CX with Javascript, jquery and react in an open-source environment that allows code to be re-used and re-distributed. So instead of having your .NET addins developed by c#.NET or Java developers who are scarce and therefore hard to find, with the BUI it is now possible to have your add-ins developed by HTML/JS developers who are much easier to find.

Ad 5. A web application offers a greater compatibility

As the BUI is a web application and can run in any web browser, it also allows its users to run Oracle Service CX directly on an Apple, Mac, tablet and even Linux.

Ad 6. A webapplication is easier to deploy to remote or infrequent users

As the BUI can run in any web browser, Oracle Service CX also becomes easier to deploy to remote or infrequent users.

Ad 7. The online version offers more frequent updates

Instead of the quarterly (if included in the service contract) updates of the desktop version, the BUI offers more frequent updates (about 2 a month) with defect fixes and new features.

 Ad 8. In the near future all new features Oracle launches for Oracle Service CX are for the BUI only

Nowadays all new features Oracle launches for Oracle Service CX are developed for the BUI only, causing the desktop version slowly but surely to become outdated.

Ad 9. The BUI offers more modern and better looking dashboards

Another nice advantage over the offline version is the fact that the BUI offers more modern and much better looking dashboards.

Why adopt the BUI now?

It is quit understandable many organizations are (still) hesitating or even reluctant to invest in the adoption of the BUI after investing heavily in getting the desktop version. However, we believe these 9 benefits can very well serve as 9 legitimate reasons to reconsider. Especially the fact that in the near future all new product features Oracle launches for Oracle Service CX will be developed for the BUI only, slowly but surely causing the desktop version to to become outdated. Any company that strives to create long term value investing in Oracle Service CX should be aware that even Oracle holds the BUI as the future.

More Information

If your organization uses Oracle Service CX (Oracle Service Cloud/RightNow) as a CRM tool and you are looking for a skilled and reliable partner to help you to adopt the BUI and to stay up to date, contact WeSquare. At WeSquare we have over 15 years of experience managing and improving the most complex Oracle Service CX systems all over the world. Our passion is to always find the most clever way and design smart solutions that help our clients get the very best out of their CRM solution from Oracle in the most cost efficient way. As an Oracle Gold Partner, Oracle Service Cloud specialist and Oracle Reseller partner (EMEA) we see it as our mission to help organizations to maximize their investment in this CRM application, and to give them the assurance that their Oracle Service CX solution is always optimized, high performing and available to deliver the ultimate Customer Experience (CX).

Call us at +31 853 012 993, or visit our website to reach out, or to receive more information.

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