TeleService

Oracle TeleService integrates with all your CRM applications to automate the entire problem resolution process, whether the request arrives by phone, email or the web. Route requests to the right agent. Provide instant access to a comprehensive solutions database. Prevent revenue leakage with complete entitlement information. And prompt agents with intelligent cross-sell and up-sell opportunities. The results: you improve service levels, increase service-driven revenues, decrease service costs, and prevent revenue leakage.

Integrate and Streamline Your Service Processes
Oracle TeleService is part of Oracle Service, and integrates seamlessly with other Service applications, including Service Contracts and Field Service.

FEATURES AND BENEFITS

  • Identify and Capitalize on Cross-Sell Opportunities
    Provide automated alerts for sales opportunities based on customer buying patterns. Ensure proactive care for premium or critical customers.
  • Route Requests Intelligently
    Integrate with Oracle Interaction Center to ensure requests are routed to the right agents to speed resolution and improve service levels.
  • Provide Solutions Rapidly
    Enable agents to find solutions quickly by intelligently searching a knowledge database.
  • Reduce Revenue Leakage
    Automatically verify entitlements with integration to Oracle Service Contracts.
  • Integrate with Field Service
    Enable agents to schedule field visits.
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