Rauch Consulting Ltd.360° care & implementation for Oracle B2C Service
Daily agent support, reporting & analytics, smart data integrations, and safe delivery of changes in BUI—plus chat, PBX, marketing automation, and payments when needed.
What we do
Agent desk support & admin care
Daily support for agents: workspace tweaks, macros, routing fixes, and small improvements without disrupting flow.
- Fast fixes & UX adjustments
- Queue/routing triage
- KB touch‑ups
Reporting & Analytics (specialist)
ROQL/analyticsReportResults that run fast, exports with alerting, and clear dashboards (AHT, requeues, deflection).
- ROQL design & performance
- Scheduled exports with alerts
- Ops metrics dashboards
External data in workspaces & workflows
Bring ERP/HR/account flags into BUI at the right step—cached, rate‑limited, and audited.
- Eligibility/discount checks
- Caching & retries
- Audit trails
Chat hub ↔ OSvC
Embed external chat in BUI and sync chats→Incidents server‑side with attachments, CSAT, and identity.
- Examples: Glassix and others
- Brand/language routing, file capture
- Audit trail and retention-friendly
PBX/CTI screen‑pop
Open the right workspace on ring/answer; pass ANI/DNIS and context to cut handle time.
- Integrates with common PBX/CTI stacks
- Works with agent macros & workspaces
Marketing automation sync
Keep consent and attributes aligned between OSvC and MA (Braze, Smoove, Eloqua).
- Opt‑in/out governance
- Identity normalization
- Triggered events for campaigns
.NET → BUI transition
Migrate legacy add‑ins and refactor workspaces/rules without disrupting agents.
- Staged rollout; rollback plan
- Agent‑first UX improvements
Payment gateway UI
Tokenized charge/refund screens launched from OSvC with secure callbacks.
- Audit trail & PCI‑friendly patterns
- Error handling & retries
ROQL & analytics hygiene
Normalize exports, fix filters, dedupe, batch, and schedule with alerting.
- Reduce job timeouts & noise
- Telemetry and failure alerts
How we engage
1) Assess
Fixed‑scope 360° OSvC assessment: map chat/PBX/MA/payments/exports and pinpoint quick wins.
- Green‑Amber‑Red findings
- Top quick wins (effort/impact)
- 90‑day roadmap + risks/asks
2) Implement
Short sprints to ship the wins safely with rate‑limit/caching guardrails and rollback.
- BUI workspace/rules updates
- Chat/PBX/MA/Payments wiring
- ROQL performance fixes
3) Care
Light monthly care to keep things green, measure outcomes, and iterate.
- Monitoring & alerts
- Agent desk support
- Planned improvements
Selected project examples
Chat hub → Incident
Server‑side sync with attachments and identity merge; missing transcripts reduced to near‑zero.
PBX screen‑pop
Correct Incident/Contact opened on answer; handle time down ~8–15%.
MA consent sync
Normalized email & opt‑in/out between OSvC and MA (e.g., Braze); cleaner targeting and fewer duplicates.
ROQL cleanup
Rewrote heavy exports; ~30–40% faster with fewer timeouts and better alerting.
About Rauch Consulting Ltd.
Rauch Consulting Ltd. is an integration and software architecture firm based in Israel. We specialize in Oracle B2C Service (RightNow) delivery: daily agent support, reporting & analytics (ROQL), and robust integrations (chat hubs, PBX/CTI, marketing automation, payments). Founded by Ariel Rauch, we combine deep technical execution with an agent‑first mindset so solutions fit the desk and the data.
Let’s make your OSvC stack simpler and faster
Pick a slot or email us—happy to start with a quick assessment.
Get a 360° OSvC assessment Download one‑pager (PDF) you@rauch.consulting