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  3. Customer Experience

Oracle Fusion Service

Deliver efficient service outcomes at scale when and where customers engage. Oracle Fusion Service is a unified platform of apps, data, and capabilities enabling effortless self-service, agent-assisted service, and field service workflows tailored to your industry and use case.

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Explore Fusion Service

Automate common customer service requests

Help customers get answers faster, free your agents to handle more complex tasks, and reduce cost with self-service tools.

See a self-service demo (1:45)
  • Build and deploy a branded customer help center to assist with common questions and initiate digital messaging conversations.
  • Curate and publish helpful knowledge articles, how-to videos, technical schematics, product manuals, and other useful artifacts for solving issues.
  • Let digital assistants drive rich conversational experiences with customers and service automation tools to deliver outcomes compliant with your business rules.
  • Automatically transfer escalated requests from self-service channels to live agents, preserving context and conversation history and eliminating the need for the customer to repeat information.

Boost agent productivity to create a better customer experience

Give agents a complete, unified view of the customer plus intelligent tools to find answers, collaborate across the business and solve cases faster.

  • Automatically route cases to the best agent or team based on their skill set and availability—regardless of the channel the customer engaged.
  • Enable agents to deliver accurate and timely answers with a searchable activity feed of all customer interactions as well as purchase, service, and billing history in a single view.
  • Accelerate agent onboarding and improve productivity by automating service workflows according to your business rules plus using AI to guide agents to answers and recommend next best actions.
  • Use AI to guide agents to answers and recommend next best actions.
  • Solve complex issues faster by embedding knowledge and digital assistants in your agent workspace while enabling cross-team collaboration via native tools or integration with Slack or Microsoft Teams.

Enable efficient field service operations

Schedule, route, and equip mobile workers to complete service activities at a customer’s home, office, or installed asset location.

  • Ensure on-time arrivals, reduce distance driven, eliminate unnecessary truck rolls, and complete more jobs per day with an AI-driven scheduling and routing engine.
  • Give field technicians powerful mobile tools for completing service activities, including guided workflows, access to knowledge, and video collaboration with expert support.
  • Manage service parts availability and arrange product returns for repair and help mobile workers order, receive, transfer, and reserve parts for completing service.
  • Track the real-time location, health, and utilization of your IoT-connected assets and automatically initiate self-healing routines, send customer communications, and schedule field service activities if an issue arises.

Explore service solutions tailored for your industry


Communications

Connect self-service and agent-assisted customer care with billing, orders, offers, and subscriptions. Create positive customer engagements, reduce cost of service, and decrease customer churn.

High Tech and Manufacturing

Predict and prevent downtime, improve efficiency, and grow service-related revenue by automating workflows that connect customers, assets, and your field service teams with supply chain and billing.

Utilities

Give your customers self-service tools and provide agents with usage, billing, and service history for faster resolutions. Run smoother field operations by sending the best technician for each job.

Government services

Improve responsiveness and deliver consistent interactions, no matter which channel your residents choose to engage. Empower your teams to solve problems and provide service from anywhere.

Healthcare

Help your patients quickly find answers with digital patient service experiences that improve access to care, increase agent efficiency, and create unified patient profiles.

 

Retail

Enable digital assistants and self-service tools to initiate support for customer inquiries. Seamlessly connect service agents with shoppers on their preferred channel for personalized help.

What is digital-first customer service?

Today’s customer service strategy is reactive, static, and focuses more on efficiency than the customer. Our vision for the future is one that breaks these stereotypes and provides your customers with predictive, unique, and hyper-convenient experiences.

Take steps to go digital-first (PDF)
1
The future of customer service is digital-first service Prepare to deliver digital-first experiences
2
Exploring the power of predictive customer service Ease your customer’s frustrations ahead of time
3
The important of offering unique service experiences Keep pace with changing consumer expectations
4
Creating the convenience customers crave Help customers reach a resolution in minutes

Oracle Service customer successes

View more customer successes

Learn why companies across all industries use Oracle Service to deliver differentiated and meaningful customer service experiences. Click on a logo to learn more.

Why choose Oracle Service?

Create digital-first experiences for your customers

With Oracle Service’s automated solutions, brands can give customers the power to easily find information and answers to their questions or engage with a live person when necessary.

See how Razer is delivering digital-first service experiences (2:59)

Improve your organization’s data visibility

Oracle offers solutions across multiple applications and customer touchpoints to help businesses connect data across service, marketing, sales, commerce, loyalty, finance, and supply chain. Customers receive more personalized and holistic service experiences, as well as more immediate problem resolutions, without having to engage a company at multiple touchpoints.

Explore the integration with Oracle Unity

Simplify customer service delivery

Help agents focus on high-value interactions by providing guided assistance, next-best-action recommendations, and automation for routine processes—all from within a single desktop application. Agents have more time to focus on high-value client relationships and revenue-generating opportunities.

Take a tour of live chat for Oracle Service

Transform the asset-based field service lifecycle

Predict and prevent downtime, improve efficiency, and grow service-related revenue by automating the workflows that connect your customers and their assets to your teams, your supply chain, and your back office.

Explore Asset-based Service

June 28, 2022

Why partner-powered customer experiences are better than going it alone

Jeff Wartgow, Vice President, Product Management, Oracle Advertising and CX

We can't deliver what our customers want without strong partnerships. That’s why we pool our resources and maintain focus on our core strengths. Learn more about our collaboration with Five9.

Read the blog

Featured blogs

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Resources

Cloud readiness

Best practices and resources

Find best practices and useful resources that can help you make the most of your Advertising and CX products. Whether you’re a new customer or are looking for ways to optimize or expand your implementation, you can find what you need.

Overview and demos

Documentation

Documentation

Oracle offers a wide range of documentation, videos, and tutorials that will help you learn more about Oracle Service. You'll find all of these resources and more in the Oracle Help Center.

Additional information

Cloud learning

Develop your CX skills

Oracle University provides a variety of learning solutions to help you build cloud skills, validate expertise, and accelerate adoption. Learn more about the training and certification you can rely on to ensure your organization's success.

More learning resources

Community

Cloud Customer Connect

Cloud Customer Connect is Oracle's premier online cloud community. Specifically designed for peer collaboration, best practice sharing, and to provide needed tools for members so they can keep pace with product strategy. In addition, members are able to provide feedback on sales cloud, marketing cloud, and service cloud solutions—directly to Oracle development.

Additional information

Support and Services

Oracle Cloud Marketplace

Power innovation with innovative partner applications and services. Find the most comprehensive list of sales cloud, service cloud, and marketing cloud applications in the Oracle Cloud Marketplace.

Consulting and partner services

Best Practices

Customer service best practices

Customer service is all of the interaction points that a company has with customers after (and even before) they buy and use products/services. It includes digital self-service activities or assisted activities—through a contact center—with the purpose of offering product suggestions, troubleshooting issues and complaints, or responding to general questions. Great customer service is a competitive differentiator that promotes customer loyalty and advocacy.

Additional best practices

The Oracle Playbook series

We've compiled the secrets to our people, process, and systems strategy. And we want to share it with you.

Get the details

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