An Overview of Options Customization, Extension, Integration

An Overview of Options for RightNow Developers: Customization, Extension, Integration

Oracle RightNow Cloud Service May 2013

Copyright ? 2013, Oracle and/or its affiliates.All rights reserved.

Oracle RightNow CX Cloud Service

Cloud-based Customer Relationship Management (CRM) ? CX = Customer Experience ? Empowers enterprises to engage directly with their customers

? Social

-- Facebook, Twitter, other

? Web

-- Enterprise web site

? Contact Center

-- Agent-assisted

1- 3

Copyright ? 2013, Oracle and/or its affiliates.All rights reserved.

Oracle RightNow CX Cloud Service

Hosted service (database plus code) in the cloud

? SaaS subscription model

KB

RightNow Site

? A knowledgebase (KB) with at least one interface

? Multiple interfaces

-- Different products, customer bases, etc.

-- Interface name is web site URL

1- 4

Copyright ? 2013, Oracle and/or its affiliates.All rights reserved.

Oracle RightNow CX Cloud Service

Hosted service (database plus code) in the cloud

? SaaS subscription model

KB

RightNow Site

? A knowledgebase (KB) with at least one interface

? Multiple interfaces

-- Different products, customer bases, etc.

-- Interface name is web site URL

? RightNow Interface

? Windows app (Agent Desktop / AD)

-- used by enterprise staff to interact with a RightNow site

? Web site (Customer Portal / CP)

-- used by enterprise customers to interact with a RightNow site

1- 5

Copyright ? 2013, Oracle and/or its affiliates.All rights reserved.

 ................
................

In order to avoid copyright disputes, this page is only a partial summary.

Google Online Preview   Download