Oracle Field Service Cloud software

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Oracle has announced an updated release of Oracle Field Service Cloud (formerly known as TOA Technologies). The release, which is part of the company’s end-to-end cloud customer service offering, delivers extensive field service enhancements focused on mobility, ease of use and connecting contact centre agents.

Leveraging time-based, predictive, self-learning technology, Oracle says its offering helps create the most efficient job schedules and travel routes for field resources to ensure the right field resource arrives to every job on time, with the parts and knowledge to complete the work the first time.

Expanded Field Resource Manager enables field supervisors to use a mobile device to manage all field activities in real time, with additional insights into field service team capacity and streamlined collaboration. When an event occurs, the Automated Urgent Work Assignment application automatically locates the nearest resource and immediately routes the user to the urgent event. Integration with Oracle’s E-Business Suite helps streamline job scheduling and inventory tracking capabilities.

The full Oracle Service Cloud portfolio is delivered across a range contact centre channels, including web, phone, email, chat, social and in-person field service interaction.