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Using Oracle RightNow Outreach Cloud Service
Answer ID 1672   |   Last Review Date 11/25/2019

What is Oracle RightNow Outreach Cloud Service?

Environment:

Oracle RightNow Outreach Cloud Service
Oracle Service Cloud, All versions

Resolution:

Oracle RightNow Outreach Cloud Service is a core component of Oracle Service Cloud’s application suite. Oracle RightNow Outreach Cloud Service is designed both for service professionals who want to serve customers proactively and for marketing managers whose aim is to deliver dynamic, customer-centric email campaigns.

Oracle RightNow Outreach Cloud Service includes everything needed to optimize email marketing communications and proactive customer service messages:

  • Intuitive campaign designer interface for creating email campaigns
  • Ability to personalize and include contact-specific detail within messages
  • Easily create targeted lists
  • HTML (WYSIWYG) content editor
  • Integrated email reply management
  • Analytics and reporting
  • Test cell feature to identify the best message
  • Seamless integration with Oracle Service Cloud
  • High volume delivery

The Outreach module is built on the same data schema as Oracle Service Cloud, which allows for immediate, out-of-the box integration. When Oracle RightNow Outreach Cloud Service is integrated with your Service application, agents can view all mailings sent to the contact, which allows them to better serve your contacts.

Oracle RightNow Outreach Cloud Service also manages all hard and soft bounces from a mailing. Replies to mailings can be handled by rules you configure to auto-respond, route, and/or reply to the responses. This allows for better follow-up to your customers' questions.

The reporting capabilities add to its effectiveness as a marketing and customer satisfaction enhancement tool. Email open rates and "click-throughs" are automatically recorded. Outbound includes both pre-defined reports and the ability to create custom reports based on your needs. This allows you the ability to simplify mass email replies, track metrics with drill-down reports, and view data specific to selected groups of contacts.

For additional information, refer to the 'Outreach and Feedback' section in online documentation for the version your site is currently running. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.

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