ORACLE SERVICE CLOUD/
ORACLE B2C SERVICE

Get the assurance that your Oracle Service Cloud / Oracle B2C Service solution is always optimized, high performing and available to deliver the ultimate Customer Experience (CX).

MAXIMIZE YOUR INVESTMENT IN THE ORACLE SERVICE CLOUD/ ORACLE B2C SERVICE SOLUTION!

OFFICIAL

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UNLIMITED POSSIBILITIES

With over 15 years of experience managing the most complex and challenging Oracle Service Cloud / RightNow systems, our certified experts are able to step in where others stop or fail. On average we are able to service 99% of all the requests that we get from our clients.

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ONE STOP SHOP

In addition to providing you with our tips & tricks to get the best out of your Oracle Service Cloud / RightNow solution, you can also expect our experts to build the actual integrations, or to install or develop the add-ins you need to customize your Oracle Service Cloud system and to create the ultimate online service experience for your customers.

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MOST EFFICIENT SOLUTION

By applying a perfectly balanced mix of our Indian and Dutch IT experts in our project teams, and by working in the Scrum using agile-scrum method we ensure that:

  • We apply the most cost-efficient approach to handle your project
  • We deliver high quality within the shortest time frame
  • You get the best price possible

“IMPLEMENTING AND IMPROVING YOUR ORACLE SERVICE CLOUD/ ORACLE B2C SERVICE SOLUTION IN A COST EFFECTIVE MANNER IS WHAT WE DO BEST.”

To thrive in today’s customer empowered environment, brands need to deliver the best customer experiences when, where and how customers want it. Oracle Service Cloud / Oracle B2C Service combines Online, Social and Contact Center experiences for a unified, cross-channel service solution in the Cloud. It enables organizations to offer customers the ultimate online service experience and to build trust, strengthen relationships, increase adoption and enhance sales, while reducing costs and effort.

At WeSquare we are experts in finding and designing smart ways to get the very best out of your Oracle Service Cloud / RightNow Solution in the most cost efficient way. As an Oracle Gold Partner, Certified Specialist and Oracle Reseller partner (EMEA), we are a specialist in implementing Oracle Service Cloud / RightNow and your best possible technical partner to integrate, customize and manage your Oracle Service Cloud / RightNow system. Our mission is to design and develop smart solutions that help you to create the ultimate online service experience (CX) for your customers.

WITH OVER 15 YEARS EXPERIENCE, WE ARE YOUR BEST POSSIBLE IT PARTNER TO GET THE VERY BEST OUT OF YOUR ORACLE SERVICE CLOUD/ ORACLE B2C SERVICE SOLUTION.

HOW TO MAXIMIZE YOUR INVESTMENT IN ORACLE SERVICE CLOUD?

How do you make sure you maximize your investment in your Oracle Service Cloud / RightNow solution, and you offer your customers superior online service and the ultimate online experience, for the best price possible?

At WeSquare, our Certified Oracle Service Cloud /RightNow specialists are all experts and experienced in finding and designing the most effective solution and the most cost efficient approach to implement, integrate and enhance your Oracle Service Cloud / RightNow Solution. Our mission is to ensure your system is always optimized, high performing and available in any situation, and 100% ready to offer your clients the ultimate online service experience.

IMPLEMENTATION

The implementation and integration of your Oracle Service Cloud solution can be time and cost consuming. At WeSquare we help you to implement an integrated end-to-end Oracle Service Cloud solution that is tailored to your specific business needs and designed to achieve the optimal service level. We are proud to uphold an impressive track record in this regard, and always manage to find the most cost-effective approach.

OUR ORACLE SERVICE CLOUD IMPLEMENTATION STRATEGY FOCUSES ON DELIVERING VALUE TO YOUR ORGANIZATION AS QUICKLY AS POSSIBLE, WHILST MINIMIZING RISKS AND ELIMINATING UNNECESSARY COSTS.

7-STEPS IMPLEMENTATION STRATEGY

A standard Oracle Service Cloud implementation includes 7 proven key steps to success:

  1. Analysis session
  2. Kick-off Functional Design Document (FFD)
  3. Implementation stage
  4. System & Integration testing
  5. Training of the admin + documentation
  6. User Acceptance Testing (UAT) and modifications
  7. Go Live & Go Live Support

PROVEN APPROACH

From the very beginning of the implementation process we remain focused on our proven approach to create value as quickly as possible whilst minimizing risks and eliminating unnecessary costs:

  • First we scope the size, scale and the complexity of the implementation project,
  • Then we make an inventory of the external systems that need to be integrated into your Service Cloud in order to generate a 360 degree client overview,
  • After this we identify the risks that need to be managed, and we design the best-fit transition approach, as well as an effective planning to ensure a successful implementation,
  • In order to ensure efficiency, we apply the SCRUM methodology to address complex adaptive problems whilst productively and creatively delivering products of the highest possible value. And we use continuous feedback system and monitoring loops to manage the progress along the way.

KEY FEATURES

  • Multi-channel (mail, phone and social, if applicable)
  • Knowledge Management (for Agent, Customer)
  • Default Customer Self-Service (FAQ, call, ask a question)
  • Email, Surveys (NPS), Marketing mailings (if applicable)
  • Dashboard (admin/agent)
  • Reports (6 customized by W2 & hundreds out-of-the box)
  • 1 interface, 2 queues, 3 profiles, 2 SLA’s, 1 type per workspace, 2 dashboards
  • Up to 20 users

COST-EFFICIENT

Based on the 15 years of experience we have working with Oracle Service Cloud, and thanks to our certified IT specialists and developers in India, we can offer you the best rates possible for the implementation of your new Oracle Service Cloud solution. Contact us to find out, and to see for yourself!

 

CUSTOMIZATION & ENHANCEMENT

With over 15 years of experience, we are capable of servicing >95% of all requests that we get from our clients. Building any kind of add-in and integration you can think of. Many of the add-ins that we have developed can be licensed off-the-shelf which enables you to save both time and budget that otherwise would be needed for development.

Examples of Add-ins and integrations that we have built:

  • Forward & Track
  • Messenger Integration
  • Time Tracker (Average Handling Time)
  • Enhanced dashboards
  • Contact duplication Add-in
  • De-duplication Add-in
  • Create outbound incident
  • MS Outlook Add-in
  • Download Multiple attachments
  • CTI System Integration Add-in (SWYX)
MANAGED SERVICES

If you have staffing constraints that make it challenging to keep up with day-to-day administration of your Oracle Service Cloud implementation, or you are just looking for a little extra help modifying procedures, processes and codes in your Oracle Customer Portal pages, our OSvC Managed Services is just the solution for you! It grants you access to our certified support team and the most experienced Oracle Service Cloud experts who will assist and help you to guarantee you that your system is always optimized, high performing and available in any situation. They can provide you with 24/7 proactive incident handling, and can assist you with everything ranging from simple administration tasks, to consulting and training, and managing complex configurations and customizations. It is the perfect solution to implement, manage and optimize your Oracle Service Cloud solution via functional support in the following areas:

END-TO-END ADMINISTRATION
WeSquare Managed Services can facilitate the entire implementation and manage the day-to-day administration of user accounts, application maintenance, and configuration change requests.

WORKSPACE CONFIGURATION
How you configure your Oracle Service Cloud workspace can have a great impact on its user friendliness and your efficiency. WeSquare Managed Services can help you to create the optimal workspace that is tailored to your operational and business needs. We can reorganize the layout of your screens, add new (custom)fields to capture important customer data, increase the efficiency of desktop navigation via workspace rules to get a 360 degrees customer overview, and even create new workspaces on new tables (custom objects).

  • (custom)fields editing
  • UI reshaping
  • Workspace rules
  • New tabs
  • Survey by proxy
  • Browser control (basic integration of webbased applications)
  • Guided assistance control
  • Billed time
  • Collaboration

BUSINESS RULES & WORKFLOW
WeSquare Managed Services can you help to design, build, and maintain business and workflow rules tailored to the most complex business needs and processes.

CUSTOM REPORTS, DASHBOARDS AND KPI’S
Timely, relevant, and actionable insights are critical to any customer-driven organization. Drawing upon our extensive experience across virtually every type of industry, WeSquare Managed Services can help you to identify key performance indicators (KPI’s) and to develop complex reports to measure and monitor how the organization performs on the following matters:

Monitoring and maintenance

  • Uptime
  • Maintenance overview

Oracle Service Cloud Cloud usage

  • Usage licenses
  • Usage web sessions

Support

  • Amount and type of tickets
  • Response time
  • Resolution time
  • Analysis of the Prio 1 and 2 tickets

Reporting will be delivered on quarterly basis KPI’s

  • Response times for tickets
  • Up-time server for interfaces/add ins (if applicable)

DATABASE MANAGEMENT
If you like to add additional information, or custom fields to your Oracle Service Cloud workspace which are not default, WeSquare Managed Services can you help to capture the required data and to visualize them in your workspace.

IMPLEMENTING NEW FEATURES
Your business moves fast – so does the Oracle Service Cloud. WeSquare Managed Services can help you to implement the most recent Oracle Service Cloud features that are relevant to your (changing) business needs. Our Oracle Service Cloud consultants will help you to analyse which features are most relevant to you, and to organize and schedule the implementation.

SERVICE OPTIMIZATION
Your Oracle Service Cloud solution offers endless possibilities. In order to get the best out of your solution, WeSquare Managed Services can help you to review and enhance your current set-up in order to improve the customer experience while reducing your operational costs.

CUSTOMER PORTAL CUSTOMIZATIONS
In today’s connected world, customer portals are becoming more of a requirement than a nice-to-have feature for many organizations. Access to a customer portal helps to bring customers deeper into your ecosystem and plays an important role in helping to retain them in the long term. The use of customer service portals has developed rapidly in recent years, and there is a much greater level of interaction. Past systems only allowed customers to perform very simple tasks such as accessing documents, but today’s portals allow users to interact directly with a company’s customer support processes. WeSquare Managed Services can help you to customize and to enhance both the functionality as well as the look and feel of your Customer Portal in order to create the ultimate user-experience.

MONITORING
As the rise of online retailers like Amazon, emerging technologies and rapidly evolving customer expectations demands a rapid and successful adaptation to the ‘uptime era’, and a 24/7 uptime of your customer portal, monitoring your uptime is getting more and more important. WeSquare Managed Services can help you to monitor and to ensure the maximum uptime of your customer portal in the following ways:

  • We monitor your Customer Portal website via Monitis.
  • Monitoring the application add-ins/integrations via Monitis
  • We monitor the servers where the webservices of (optional) add-ins/integrations will be hosted via Monitis
  • And we monitor the Oracle site and will, if needed, coordinate/check with Oracle Tech. If any monitoring issue arise, we receive notifications via mail and/or through the Monitis app, which will be handled as prio 1.

MAINTENANCE ORACLE CX SOFTWARE

  • Approximately every 2 months (5 scheduled service packs)

Quarterly upgrades done by Oracle will be tested by us on an upgrade/test site. This to make sure the system and the developed integrations and add-ins will still work after the upgrade

 

PRICES & TERMS

We work with the following prices:

  • Managed Services India: 20-23 euro per hour per agent (depending on experience)
  • Development cost India (addins / integrations / customer portal PHP): 40 euro per hour
  • Development cost Netherlands (addins / integrations / customer portal PHP): 75 euro per hour
  • Consultancy Netherlands: 80 euro per hour
  • Payment: Quarterly in advance
  • Contract term: min 1 year

Years of experience

Completed Oracle Service Cloud Projects

4 EXAMPLES OF OFF-THE-SHELF ADD-INS WE DEVELOPED:

MESSENGER INTEGRATION (Customer Experience Optimization)

 

 

 

 

 

MESSENGER INTEGRATION ADD-IN

Messenger Integration add-in enables you to integrate every messenger service platform you can think of within your Oracle Service Cloud CRM. 

DESCRIPTION

This Oracle Service Cloud add-in provides you with everything you need to start messaging customers wherever they are, handling all customer service requests directly and creating a more modern and intimate customer experience (CX). It improves the accessibility of your service desk, helps to complete your customer service solution and enables you to optimize the customer experience.

KEY FEATURES

  • Handle every messenger app in a single chat interface, like any other chat in Oracle Service Cloud
  • Make answering easy with integrated standard answers in Oracle Service Cloud
  • Handle chats in multiple languages
  • Create and configure your own customized bot for Facebook Messenger, Telegram and Line
  • Set your own auto responses when and whenever you want, for example outside office hours
  • Select answers from your knowledge base and integrate them in your chats
  • View all chat history prior to the chat in the same window
  • Transfer a chat to a colleague or conference a chat with multiple agents
  • Get excellent reporting and extensive analytics with detailed information about all your chats
  • Create your own customised application with our API
  • Send a link to your clients where you can video call real-time over WebRTC

SUPPORTED MESSENGER APPS

  • Whatsapp
  • Facebook Messenger
  • Instagram
  • Telegram
  • SMS
  • WeChat
  • Line
  • Apple Business Chat

SUPPORTED FEAUTURES

  • Share documents
  • Share camera
  • Share gallery (photos) 
  • Share audio
  • Share location
  • Share contacts

MORE INFORMATION

Click here for more information about this Oracle Service Cloud add-in

 

SKILLS

  • .Net/C#
  • Javascript
  • Json Webservices
  • OSvC (Rightnow)
  • OSC API
  • PHP
AVERAGE HANDLING TIME (Performance Optimization)

 

 

 

 

 

 

AVERAGE HANDLING TIME

Enhance the efficiency of your service desk: Reveal how long it is taking service agents to resolve each call, live chat session, or email, and enhance the efficiency of your service desk by reducing the amount of time needed to resolve each service request.

ADD-IN DESCRIPTION

According to Forrester, 66% of adults believe that the most important thing a company can do is value their time. Monitoring how well your customer service team is meeting this demand, requires a metric that you can use to monitor your success. The Average Handling Time (AHT) is a popular metric that can help. It’s used by many contact centers as a data point and KPI to measure and to reveal how long it is taking service agents to resolve each call, live chat session, or email, and provides unique insight into the performance of the service team as a whole and every single (external) service agent in it. Enhancing your grip on the Average Handling Time enables you to reduce the amount of time needed to resolve (specific) service requests while increasing the customer satisfaction and not breaking the bank.

KEY FEATURES

  • Lower the number of calls, live chats, and emails in your queue
  • Differentiate between the quality and quantity of time spent with a customer
INFORMATION

Click here for more information about this Oracle Service Cloud add-in

SKILLS

  • .Net /C#
  • Javascript
  • Json Webservices
  • OSC (Rightnow)
  • OSC API
  • PHP
FORWARD & TRACK ADD-IN OR CP (Incident Management)

 

 

 

 

 

 

FORWARD & TRACK ADDIN OR CP
Forward incident requests to external people and track progress

ADD-IN DESCRIPTION
First line agents often come across questions or issues they do not know the answers to, but someone without access to Oracle Service Cloud does…
How to effectively inform an external person, exchange messages, manage relevant information and solve the incident without leaving the Oracle Service Cloud workspace? WeSquare has developed the Forward & Track add-in that enables agents to forward incidents and to communicate with external people that have no access to Oracle Service Cloud, and to logg and track the progress on the follow-up in their Oracle Service Cloud.

KEY FEATURES
• Involve external people in the incidents that have no access to OSvC in the incident management, without acquiring additional OSvC licenses for them
• Forward information on these incidents to an e-mail address
• Track the progress on these incidents in OSvC (status)
• Display and logg external replies and attachments in the incident thread in OSvC
• Make use of the reminder service solving these incidents
• Logg all activities
• Maintain mail templates in OSvC

MORE INFORMATION

Click here for more information about this Oracle Service Cloud add-in

SKILLS

  • .Net /C#
  • Javascript
  • Json Webservices
  • OSC (Rightnow)
  • OSC API
  • PHP
ENHANCED DASHBOARDS (Performance Optimization)

 

 

 

 

 

 

ENHANCED DASHBOARDS
Make better decisions by eliminating the unknown

ADD-IN DESCRIPTION
Taking control of your performance and becoming  stronger, better, and more competitive every day requires actual and state-of-the-art insights; How many cases come in? What are they about? How many cases did we solve? What time was needed? Are there cases are unsolved? How satisfied are our clients with the solution offered? How did each agent perform in this process? The enhanced dashboards add-in enables you to design customized dashboards that deliver state-of-the-art insights, and to make better decisions by eliminating the unknown:

  • Bring your data from your Oracle Service Cloud environment and other tools, together in one or multiple stunning dashboards
  • Merge your data to unlock valuable insights and spot trends
  • Design completely customized dashboards
  • Capture insights from your KPI’s and metrics in a way that makes sense for your business
  • Gain a better understanding of your business results
  • Monitor the performance of your service department and every agent
  • Manage business results actively and effectively

KEY FEATURES

  • Compatible with all major browsers, Android and iOS
  • Near real-time date
  • Talks to Oracle Service Cloud, but can also interact with API’s and ODBC links
  • No additional Oracle Service Cloud licenses required
  • Create multiple state-of-the-art dashboards
  • Possibility to display the dashboard on the open internet

MORE INFORMATION
Click here for more information about this Oracle Service Cloud add-in

SKILLS

  • .Net/C#
  • Javascript
  • OSC (Rightnow)
  • OSC API
  • PHP

LATEST PROJECTS

ORACLE SERVICE CLOUDIMPLEMENTATION

In order to optimize the service Independer offers their (new) customers, and the customer experience, we helped Independer to implement Oracle Service Cloud at their energy platform customer contact center.

ORACLE SERVICE CLOUD OPTIMIZATION

In order to optimize the customer experience business partners have calling their service centre, we developed an OSvC add-in that integrates their CTI with Oracle Service Cloud.

ORACLE SERVICE CLOUD IMPLEMENTATION

In order to increase customer satisfaction, boost sales and simplify contact management, WeSquare (together with Alfa Sistemi) helped Illy to implement Oracle Service Cloud at their customer contact center.

FAQ

WHY CHOOSE WESQUARE AS YOUR OSVC PARTNER?

The main reasons for selecting WeSquare as your trusted IT partner to implement, integrate or customize your Oracle Service Cloud solution:

  • As our certified experts have over 15 years of experience managing the most challenging Oracle Service Cloud systems, they are able to step in where others stop or fail and to service 99% of all the requests they get from our clients.
  • In addition to providing you with our tips & tricks to get the best out of your Oracle Service Cloud solution, our experts can also help you to implement an integrated end-to-end Oracle Service Cloud solution that is tailored to your specific business needs and designed to achieve the optimal service level, and to build the integrations and or develop the add-ins you need to create the ultimate online service experience for your customers.
  • Many of the add-ins we implement (such as ‘Messenger Integration‘, ‘Enhanced Dashboards‘, ‘Forward & Track‘ and ‘Average Handling Time‘) can be licensed ‘off-the-shelf’, enabling you to save both time and budget optimizing your Oracle Service Cloud system.

 

WHAT IS ORACLE SERVICE CLOUD?

Oracle Service Cloud is an enterprise-grade software solution that combines the power of contact center applications and customer service systems in one convenient platform. It offers a comprehensive set of tools that facilitate social, web, and contact center customer services in a single hub so that users no longer need to invest in multiple applications to manage their support efforts.

 

WHY ORACLE SERVICE CLOUD?

With this program at your disposal, you can have access to best-in-class features for web customer service, cross-channel contact center management, knowledge management, policy automation, and field service management. These allow you to do everything ranging from engaging customers and mobilizing agents to boosting office collaboration and improving overall customer experience. You may also use this platform to automate a number of repetitive back-office tasks so that you can address the concerns of your customers faster and deliver quality support through the preferred channels of your clients.

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