This week, we are publishing our evaluation of the August 2013 Release of Oracle Service Cloud Social Experience. You may be more familiar with the product by its former RightNow CX Social Experience or Oracle RightNow Cloud Service Social Experience names. Oracle acquired RightNow in January 2012 and, without a formal announcement, renamed the product sometime during 2Q2013. One other point about the acquisition—the former RightNow R&D team has continued to develop the product, has continued to work out of the former RightNow headquarters site in Bozeman, and has continued the regular, quarterly releases of the product.
Social Experience is one of three “Experiences” in Oracle Social Cloud. The other two are Agent Experience and Web Experience. Each is aptly named for the channel that it supports. The three share a base of common data (Customers, accounts, cases, and knowledge items, for example) and services including business rules, process management, user management, and reporting. Also, product packaging and pricing puts Social Experience “in the box” with Agent and Web Experience. So, social customer service is really built into Oracle Service Cloud, and that’s its key strength and differentiator.