Transform Legacy Support into Intelligent CX
Staying on legacy Oracle RightNow leaves your service organization on a legacy track. Moving to Oracle Fusion Service Cloud unlocks modern UX, cutting-edge AI, and unified enterprise operations.
Modern Redwood UI
Clean, intuitive interface replaces legacy desktop screens. Enables faster agent onboarding, higher productivity, and reduced error rates.
One Unified Platform
Sales and Service on a single system. Eliminates duplicate data, reduces integration complexity, and delivers a true 360° customer view.
Built-in Generative AI
Natively drafts SR summaries, problem/solution notes, customer replies, and real-time language translations for consistent response quality.
Autonomous AI Agents
Intelligent AI agents triage, resolve, escalate, and read customer sentiment automatically—dramatically reducing SLA breaches and lower costs.
Real-Time Analytics
Embedded BI dashboards grant leadership near real-time operational visibility for better decision-making without manual reporting overhead.
Future-Proof Foundation
Continuous quarterly innovation releases keep your service architecture aligned with Oracle’s long-term CX roadmap and AI investments.
Oracle RightNow vs. Oracle Fusion Redwood
Oracle Redwood is the mandatory UI standard across all Fusion modules — Classic UI end-of-life set for Release 27A.
Oracle RightNow (Legacy)
- Dense, cluttered desktop interface with high learning curve
- No embedded AI capabilities; siloed from Sales & Marketing
- Limited personalization, manual search & fragmented data retrieval
- Legacy custom PHP scripts & complex workspace upkeep
Oracle Fusion Redwood (Modern)
- Clean Redwood design for ultra-fast agent onboarding
- Generative AI natively embedded into every agent workflow
- Adaptive search, role-based dashboards & mobile-ready UX
- Unified platform with native Oracle CX integrations
Engineered with Built-In Enterprise Intelligence
Oracle Fusion Service Cloud equips your team with autonomous AI agents and governed Knowledge Management out of the box.
Autonomous AI Agents
- SR Triage Agent: Automatically assigns category, priority, severity, and sentiment before routing.
- Predictive Sentiment Analysis: Scores customer emotion on every ticket to flag churn risk early.
- SR Resolution Agent: Recommends steps from knowledge articles and historical context while drafting replies.
- Escalation Prediction Agent: Flags tickets at risk of breaching SLA so managers can intervene proactively.
- AI Email Parsing Agent: Drops email lifecycle from 4.5 minutes to under 3 seconds by transforming unstructured text into structured SRs.
Enterprise AI Ready & Fusion KM
- Auto-Generated SR Summaries: Generates immediate issue overviews and next steps ideal for shift handoffs.
- Auto Customer Responses: Prepares ready-to-send personalized replies backed by knowledge base context.
- Governed Knowledge Engine: Guarantees Role-Based Access Control (RBAC) so agents only view data approved for their clearance.
- Localized Knowledge: Automatically translates and localizes articles across multiple global locales natively.
- Knowledge Capture per Chat: Captures problem/solution pairs from live agent chats for continuous reuse.
Our Transform & Shift Migration Methodology
We don’t just migrate—we transform. We optimize your processes, refine your data, and simplify business automations so only what matters moves to Oracle Fusion Service.
Assessment
- Current instance audit
- Custom object & PHP analysis
- Business rules & automation review
- Data volume & quality audit
Solution Design
- Fusion Service architecture blueprint
- Data model & security redesign
- Process re-engineering
- Integration framework mapping
Build & Configure
- Fusion Service setup
- Workflow & orchestration
- Omnichannel & ODA integration
- Reporting & BI dashboards
Data Migration
- Oracle RAMP utility execution
- Contact, Account & SR mapping
- Attachment & custom object transfer
- Validation & reconciliation
Go Live & Support
- Phased user cutover
- Real-time telemetry monitoring
- Hypercare desk activation
- Executive dashboard live
Customer Success Story: LendingClub
How Innovacx migrated one of the leading BFSI Customer in North Americas from Oracle RightNow to Fusion Service with zero business disruption.
LendingClub Modernization
LendingClub needed to modernize its customer service operations by migrating from legacy Oracle RightNow to Oracle Fusion Service Cloud to improve agility, accelerate resolution, and adopt AI Agents - all with zero downtime.
- Zero Business Disruption: Seamless execution preserving critical financial operations.
- 150+ Custom Fields & Layouts: Full replication of complex workflows, rules, and custom objects.
- Omnichannel & Telephony: Integrated Five9 CTI, Email, Portal, and Oracle Digital Assistant (ODA).
- Enterprise Integrations: Unified with OKTA SSO, CRM-EDH, and internal banking systems.
Ready to Modernize Your Oracle CX Platform?
Take the next step towards a faster, AI-driven service operation. Lock in a 30-minute discovery call with our migration experts today.
Key Points of Contact
Lock In a 30-Minute Discovery Call
Reach out directly to our leadership or business development team to initiate your migration assessment.
Copyright © Innovacx Solutions Inc. | All Rights Reserved.