New release of Solution Accelerators now available on OTN By Cesare Rotundo

November 15, 2014 Leave a comment

The new release of Solution (aka: Process) Accelerators is now available on OTN. This new release has been focused on improving existing accelerators with most customer demand while adding a new accelerator to the catalog which showcases Adaptive Case Management (ACM): Complaints Management.
Complaints management has become a strategic focus area in many industries where customer service is the top priority. It has impacts on customer satisfaction and retention, and may involve compliance penalties. However, processes and solutions that support employees dealing with complaints are ad-hoc, custom, and fraught with manual steps and paper.
The Complaints Management Accelerator, built using the best BPM, ACM, and Content platform available today, enables effective and efficient customer complaints resolution. Using ACM we have organized the complaints settlement process across four phases: Filing, Review, Investigation, and Resolution, while enabling churn likelihood control via R-generated indexes. The Complaints Management accelerator thus enables knowledge workers to choose the best actions leading to efficient complaint resolution, also taking into account unscheduled events such as the receipt of a new document from the customer.
Customers can quickly input their products, complaints types, and other data specific to them using out-of-the-box Administrator UIs, and refine the resolution processes and cases configured in the Accelerator according to their requirements, exploiting ACM’s model to flexibly fit their needs and exceed customer expectations.
Other accelerators have also been improved, including:

  • Employee Onboarding has been enhanced to provide WebCenter based imaging to allow compliance documents (I-9, W-4) to be scanned and associated with the onboarding instance for the new hire
  • eForms Management, now with the option to remotely deploy a Citizen eForm for submission
  • Internal Service Requests, now with examples of department-specific approval tasks
  • Finally, Approval Management for Microsoft Excel® (AME), which generalizes the model of performing a complete BPM-driven approval cycle from within Excel, first introduced with the Financial Reports Approval accelerator.

This release continues to include out-of-the-box integration scenarios with Oracle Applications Products, including Siebel, PeopleSoft, and the E-Business Suite. Read the article here.

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Unknown's avatarAbout Jürgen Kress
As a middleware expert Jürgen works at Oracle EMEA Alliances and Channels, responsible for Oracle’s EMEA Fusion Middleware partner business. He is the founder of the Oracle SOA & BPM and the WebLogic Partner Communities and the global Oracle Partner Advisory Councils. With more than 5000 members from all over the world the Middleware Partner Community is the most successful and active community at Oracle. Jürgen manages the community with monthly newsletters, webcasts and conferences. He hosts his annual Fusion Middleware Partner Community Forums and the Fusion Middleware Summer Camps, where more than 200 partners get product updates, roadmap insights and hands-on trainings. Supplemented by many web 2.0 tools like twitter, discussion forums, online communities, blogs and wikis. For the SOA & Cloud Symposium by Thomas Erl, Jürgen is a member of the steering board. He is also a frequent speaker at conferences like the SOA & BPM Integration Days, JAX, UKOUG, OUGN, or OOP.

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