Jiva implements Oracle Service Cloud

Australian ISP uses Oracle software for customer support

Australian Internet service provider (ISP), Jiva, has implemented Oracle Service Cloud for its customer service interactions.

Jiva, which uses iiNet as a wholesale network provider, has been set up to offer a single broadband, local and international call service. The company has effectuated the Oracle Service Cloud to assist customers in obtaining information and self-service tools via its website.

Oracle claims its 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.

Oracle Service Cloud Asia-Pacific (APAC) Director Yong Sheng (YS) Lee said the service “...provides a rich, online customer service solution accessible on everything from smartphones to the desktop.

"In today’s highly competitive business environment, the ability to provide a first class customer experience can make or break an organisation. Oracle Services Cloud enables the enterprise to not only provide its customer with best-in-class service, but also increase sales and adoption and at the same time reduce service costs and overall effort.”

Jiva chief customer officer, Maryna Fewster said the self-service features of the Oracle Service Cloud has reduced pressure on its call centre and improved customer satisfaction.

“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," she said.

"The use of self-service has overtaken live customer service calls. Not only is the burden on our contact centre lower, but customers’ issues are resolved faster as well."

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Tags customer serviceinternet service provider (ISP)CloudJivaenterpriseiiNetOracle

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