It’s been a long time since a part of the Oracle ecosystem (customers, partners, employees, advisers) started being vocal about a browser based user interface (UI) for the Oracle Service Cloud Agent Desktop.
There were many reasons for this. Among those were…
- The Agent Desktop thick client had to be installed in every machine
- The Agent Desktop was based on Microsoft .NET technology
- The Agent Desktop look & feel was very similar to Microsoft Outlook
- The stronger competitors all have browser based user interfaces
In my opinion some are pertinent, others not so much. The click-once deployment makes it easy to install the Agent Desktop. The .NET client is much faster, efficient and flexible than a browser based UI – how do you access Facebook, Gmail or online banking in your smartphone or tablet? via the browser or via an app? App… obviously! Get it?.
Also, what the competition does (even if all of them do) is not necessarily the right or best thing. Did the most successful companies and man follow others or believed in their own idea? And if the technology and framework is good (.NET) why change it? – ok, I accept if the reason is standardisation. On top of that, if the look & feel is familiar, the adoption rate is naturally high.
Anyways, the browser based UI for the Oracle Service Cloud Agent Desktop has been on the roadmap for a while, and it is going to become available in the Nov 2014 release, despite it is on its first steps.
The browser UI will come with some basic but important functionality. This first iteration will bring some Service functionality for Customer Service staff, giving them the ability to view, manage and fill their inbox. Users can work on incidents as well as create, read, update Contacts, etc.
Custom Fields can be displayed in the workspaces but workspace rules or workflows will not be supported for the time being. Add-ins like CTI or Chat media bars, or Sales and Marketing functionality are also not supported, but are obviously on the browser UI roadmap.
The browser UI is not intended to replace the Dynamic Agent Desktop console. At least not for the time being or the coming releases. In my point of view, it will only serve to address those mobility and accessibility challenges for a few customers and customer service staff.