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Primeur weekly 2014-01-27

Special

A farewell to Hans Meuer ...

The Cloud

VMware to acquire AirWatch ...

New Australian retail ISP Jiva implements Oracle Service Cloud to empower customers ...

Red Hat upgrades Cloud infrastructure offerings to deliver on the Open Hybrid Cloud Vision ...

Red Hat Enterprise Virtualization 3.3 enables OpenStack-ready Cloud infrastructure ...

Desktop Grids

JPPF 4.0 raises the bar in the Grid computing arena ...

EuroFlash

Prof. Dr. Hans Werner Meuer passed away January 20, 2014, aged 77 ...

PhD Fellowship Programme at BSC-CNS ...

The Bull group launches "One Bull", its strategic plan for 2014-2017 ...

The Italian National Institute of Astrophysics (INAF) entrusts scientific data management to Oracle ...

USFlash

SDSC and Leidos to help develop new cybersecurity reference architecture for electrical microgrids ...

SDSC announces 2014 Internship Opportunities for High School Students ...

SC14 Workshop Proposals due February 7th ...

Donated supercomputer to supercharge New Zealand research ...

Houston Methodist Licenses Its Computer Augmented Virtual Environment To Facts And Figures ...

IBM closes acquisition of Aspera ...

Suzhou PowerCore Technology Co. intends to use IBM POWER technology for chip design that pushes innovation in China ...

Lenovo plans to acquire IBM's x86 server business ...

KDDI selects Oracle SuperCluster to strengthen authentication system for mobile core network and support rapid data growth ...

SGI launches new performance-optimized enterprise storage systems and new All-Flash array for Big Data and HPC workloads ...

Liz King joins SGI as Senior Vice President, Worldwide Sales ...

AMD offers new levels of efficiency with 12- and 16-core additions to the AMD Opteron 6300 Series ...

Dot Hill Ultra48 AssuredSAN storage arrays bring industry-first 2U 48 ultra density form factor, high performance, and enhanced efficiency to the data centre ...

Cirrascale announces improved power solution for BladeRack 2 F-Series ...

New Australian retail ISP Jiva implements Oracle Service Cloud to empower customers

22 Jan 2014 Redwood Shores - New retail ISP, Jiva, has implemented Oracle Service Cloud to manage its multi-channel customer experience.

Jiva customers need easy access to timely, reliable and relevant service information. Oracle Service Cloud helps enable Jiva customers find the answers they need through a seamless experience regardless of the channel that customers choose to engage in. Jiva customers now have access to self-service tools, allowing Jiva to streamline its customer service function, improve the customer experience and reduce business costs and complexity.

Jiva has implemented Oracle Service Cloud to manage customer service interactions across its on-line channels. Jiva is a new retail ISP offering unlimited Internet access and local and International phone calls to landlines at a fixed price per month. Jiva required a service offering that was fast to implement, provided easy integration to the company's existing systems, and offered a superior cross channel customer service experience.

Part of Oracle Cloud, Oracle Service Cloud was selected for its ability to provide customers with access to reliable and relevant information in an easy to navigate format. Oracle Service Cloud combines web, social, and contact centre experiences for a unified, cross-channel service solution in the Cloud, enabling organisations to increase sales and adoption, build trust and strengthen relationships, and reduce costs and effort.

With Web Self Service functionality implemented as part of Oracle Service Cloud, Jiva enables visitors to find answers on-line from any device. The self-learning knowledge base improves with every customer interaction and provides deep and valuable insight into every customer or trend.

Oracle Service Cloud benefits Jiva in a variety of ways, including enhancing the customer experience by ensuring that relevant information is easily accessible to customers via the support area of its website. As a result of this self-service, the number of contact centre calls is reduced and customer satisfaction is increased as customers have the ability to find the information they need at any time on any device.

Jiva’s use of Oracle Service Cloud has also enabled the company to improve first call resolution, with data showing that customers are able to solve their issues faster and without the need for multiple calls.

"With Oracle Service Cloud, we are seeing a reduction in calls per customer to our customer service centre, and increased unique and duplicate hits to the support area on our website. The use of self-service has overtaken live customer service calls. Not only is the burden on our contact center lower, but customers' issues are resolved faster, as well", stated Maryna Fewster, Chief Customer Officer, Jiva.
Source: Oracle

Back to Table of contents

Primeur weekly 2014-01-27

Special

A farewell to Hans Meuer ...

The Cloud

VMware to acquire AirWatch ...

New Australian retail ISP Jiva implements Oracle Service Cloud to empower customers ...

Red Hat upgrades Cloud infrastructure offerings to deliver on the Open Hybrid Cloud Vision ...

Red Hat Enterprise Virtualization 3.3 enables OpenStack-ready Cloud infrastructure ...

Desktop Grids

JPPF 4.0 raises the bar in the Grid computing arena ...

EuroFlash

Prof. Dr. Hans Werner Meuer passed away January 20, 2014, aged 77 ...

PhD Fellowship Programme at BSC-CNS ...

The Bull group launches "One Bull", its strategic plan for 2014-2017 ...

The Italian National Institute of Astrophysics (INAF) entrusts scientific data management to Oracle ...

USFlash

SDSC and Leidos to help develop new cybersecurity reference architecture for electrical microgrids ...

SDSC announces 2014 Internship Opportunities for High School Students ...

SC14 Workshop Proposals due February 7th ...

Donated supercomputer to supercharge New Zealand research ...

Houston Methodist Licenses Its Computer Augmented Virtual Environment To Facts And Figures ...

IBM closes acquisition of Aspera ...

Suzhou PowerCore Technology Co. intends to use IBM POWER technology for chip design that pushes innovation in China ...

Lenovo plans to acquire IBM's x86 server business ...

KDDI selects Oracle SuperCluster to strengthen authentication system for mobile core network and support rapid data growth ...

SGI launches new performance-optimized enterprise storage systems and new All-Flash array for Big Data and HPC workloads ...

Liz King joins SGI as Senior Vice President, Worldwide Sales ...

AMD offers new levels of efficiency with 12- and 16-core additions to the AMD Opteron 6300 Series ...

Dot Hill Ultra48 AssuredSAN storage arrays bring industry-first 2U 48 ultra density form factor, high performance, and enhanced efficiency to the data centre ...

Cirrascale announces improved power solution for BladeRack 2 F-Series ...