FORWARD & TRACK

Use the Forward & Track add-in to involve external personnel solving incidents without leaving the Oracle B2C Service workspace.

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INVOLVE COLLEAGUES WHO DON’T HAVE ACCESS TO ORACLE B2C SERVICE SOLVING SERVICE REQUESTS WITHOUT LEAVING YOUR CRM APPLICATION

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IMPROVE YOUR PROBLEM SOLVING CAPACITY AS WELL AS YOUR EFFICIENCY AT THE CONTACT CENTER

Involve colleagues who don’t have access to oracle service cloud solving incidents.

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SAVE BOTH TIME AND HAZZLE SOLVING INCIDENTS

Communicate directly and track the progress on the follow-up without leaving your Oracle Service Cloud workspace.

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IMPROVE THE QUALITY AND THE SERVICE YOU DELIVER

Solve incidents better and faster.

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SAVE BUDGET

Save budget on Oracle Service Cloud licenses.

EXPAND YOUR PROBLEM SOLVING CAPACITY, AND SAVE TIME, EFFORT AND BUDGET SOLVING INCIDENTS

First line agents often come across questions or issues they do not know the answer to, but someone else without access to Oracle Service Cloud does…

How to effectively inform these external people, exchange messages, manage all relevant information and eventually solve theses incidents without leaving the Oracle Service Cloud Workspace?

For these matters, WeSquare has developed the Forward & Track add-in, that enables agents to forward incidents, communicate with external people, and track progress on the follow-up from within the Oracle Service Cloud workspace, without buying additional licenses! The add-in can be licensed off the shelf, enabling you to save both time and budget developing the add-in, and improving your problem solving capacity at your contact center.

“ENHANCE THE EFFECTIVENESS AS WELL AS THE EFFICIENCY OF YOUR INBOUND TEAM“

FORWARD INCIDENT CONTENT TO EXTERNAL PEOPLE

Forward incident content by e-mail addresses of external people

MINIMIZE THE NUMBER OF ORACLE SERVICE CLOUD LICENSES

Minimize the number of Oracle Service Cloud licenses that you require to involve external experts solving incidents.

LOG ACTIVITIES AND TRACK THE PROGRESS ON FORWARDED INCIDENTS

Exchange messages with external people, save the incidence thread as well as any attachments, manage all relevant information, track the progress within your Oracle Service Cloud, and make use of the reminder service.