BOZEMAN, Mont., April 26, 2017 /PRNewswire/ -- Quiq (https://goquiq.com/), a leading provider of Messaging for customer service and contact centers and Gold level member of Oracle PartnerNetwork (OPN), today announced a collaboration with Oracle. This relationship is focused on bringing innovative customer service solutions to market for the mobile consumer, while increasing contact center efficiency. Quiq will showcase the integration at the Modern Service Event in Las Vegas, April 24-27, 2017, at their booth MSV-18.
In 2015, Messaging became the most popular digital communication channel, surpassing social networking, to become the dominate form of personal communications across the globe (BI Report, 2015). Customer preferences for brand interactions have followed suit, with 64 percent of consumers preferring to message a company than talk to them over the phone.
According to the Market Strategies International, 66 percent of respondents rank Messaging as their preferred channel for contacting a company. When asked what they would contact a company for, 70 percent of respondents said they would use mobile messaging to help troubleshoot an issue and 64 percent would use it to make a purchase or booking (MSI Report).
"Today's consumers don't always want to talk on the phone or have time to wait for an email response," says Mike Myer, Founder & CEO of Quiq. "With Quiq Messaging and Oracle Service Cloud, a consumer can use his or her favorite Messaging app to be immediately connected with a company representative and get help with pre-sales and post-sales support questions."
Quiq Messaging and Oracle Service Cloud connect customers and companies via Messaging (Facebook Messenger, SMS, and Kik) for enterprise-class customer service. Standard features include an agent user interface optimized to handle multiple, simultaneous conversations, automated agent coaching to ensure customers are receiving timely responses, real-time monitoring for managers, performance metrics, and contact center capabilities such as queuing, routing, transfer, and collaboration.
"Our work with Quiq allows Oracle Service Cloud customers to expand the channels they offer and meet customers where they're already interacting," said Stephen Fioretti, Vice President of Outbound Product Management, Oracle Service Cloud. "Modern contact centers can now manage new and emerging channels alongside of existing phone, email, social, and chat interactions–by routing conversations to the appropriate agent, responding in a timely fashion using service level agreements, and incorporating conversations into the cross-channel customer interaction history, all accessible by agents in real time."
Quiq Messaging is the only enterprise-class solution that connects companies and customers via text/SMS Messaging, Facebook Messenger, and Kik. Quiq Messaging seamlessly integrates with existing customer service systems, including Oracle Service Cloud, Salesforce and Zendesk. Quiq's team has deep experience in customer service software, having previously led the development of RightNow (now known as the Oracle Service Cloud). Find out more at https://goquiq.com/.
About Oracle PartnerNetwork
Oracle PartnerNetwork (OPN) is Oracle's partner program that provides partners with a differentiated advantage to develop, sell and implement Oracle solutions. OPN offers resources to train and support specialized knowledge of Oracle's products and solutions and has evolved to recognize Oracle's growing product portfolio, partner base and business opportunity. Key to the latest enhancements to OPN is the ability for partners to be recognized and rewarded for their investment in Oracle Cloud. Partners engaging with Oracle will be able to differentiate their Oracle Cloud expertise and success with customers through the OPN Cloud program – an innovative program that complements existing OPN program levels with tiers of recognition and progressive benefits for partners working with Oracle Cloud. To find out more visit: http://www.oracle.com/partners.
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