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Oracle CX Service
Deliver service through any channel at any time, while balancing automation with high-value customer engagement. Oracle CX Service (part of Oracle Cloud CX) offers solutions for B2C, B2B, and field service to help your business exceed customer expectations.
Download our four-part 2020 Guide to Customer Service for expert insights on navigating the CX strategic planning process.
Learn about the latest customer service trends and why Oracle is a leader in The Forrester Wave™: Customer Service Solutions.
Why choose Oracle CX Service?
Offer service anywhere, anytime
Balance self-service and assisted service to build meaningful connections with customers on their preferred channels. Oracle CX Service delivers personalized, seamless interactions throughout the customer journey.
Watch the CX Service video (1:16)
Automate and energize service
Exceed customer expectations by predicting the need for service, automating processes, and delivering tailored responses to each customer at the right time. Oracle CX Service energizes your service strategy and accelerates business transformation.
Find ways to better serve your customers (PDF)
Simplify the human side of service
Remove complexity for your service team in the contact center, out in the field, and in person. Through unified applications, prescriptive user interfaces, and AI, Oracle CX Service helps them focus on customers to build trust and deliver a better experience.
Find new approaches to customer service
Empower your field team
Deliver end-to-end field service, improve visibility, on-time arrival, and productivity of your field workers with Oracle Field Service. Keep customers informed throughout the process and ensure problems are fixed right the first time.
A leader in Field Service
Oracle CX Service customer successes
Learn how companies around the world rely on Oracle CX Service to deliver differentiated and meaningful customer experiences.
Albuquerque innovates to provide intelligent citizen experiences with Oracle CX Service
3 Approaches to Customer Service in a Time of Crisis
Harriet Franklin, Sr. Principal Product Manager, OracleIn times of crisis, customer service organizations need to rapidly respond to changing information and support new and unpredictable inquiries. Flexible knowledge management solutions, configurable service center infrastructure, and the ability to automate rules and workflows are a must.
Read the full postFeatured Blogs
- April 8, 2020 Data Is the Foundation for Differentiated Customer Service
- April 7, 2020 The Path to CX Excellence for Field Service
- April 2, 2020 Seriously, Where Is My Technician?
- March 26, 2020 Oracle Is Positioned as a Leader in Worldwide Manufacturing Field Service Management Applications
Oracle CX Service Suite
Deliver frictionless customer service
Recharge agents with a simplified, automated experience that helps them offer seamless and meaningful service anytime and anywhere on customers’ preferred channels.
Modules
- Enables personalized service anywhere, anytime
- Built for high-volume environments
- Energizes service with automation
- Simplifies the human side of service
- Provides data-driven, innovative service
Connect your team’s view of high-value accounts
Streamline interactions and jump-start collaboration between multiple teams while connecting front-office with back-office applications to create a 360-degree view of customer accounts throughout their journey.
Modules
- Account focused
- Make connections anytime, anywhere
- Elegant front- and back-office capabilities
- Focus on collaboration and visibility
- Intelligent automation
Deliver complete field service
Keep customers informed throughout the entire service lifecycle while improving the productivity of your field service operations. Empower your team with mobile tools on any device.
Modules
- Core application
- Mobility
- Real-time traffic routing
- Street-level routing
- Collaboration
- Capacity and quota management
- Smart location
- Communication
- Where is my technician
- Forecasting
- Mobile plug-in framework
- Contingent worker
- Real-time reports and dashboards
Proactively respond to real-time demand
Provide the flexibility of multiple touchpoints and action-oriented interactions to meet real-time demand. Proactively engage with your customers anywhere, anytime through intelligent chat and advisor tools.
Modules
- Self-service
- Embedded inlays
- Integrated knowledge
- Digital assistant
- Chat and cobrowse
- Messaging
- Smart engagement
- Video chat
- Email and ask a question form
Help agents focus on individual interactions
Use your contact center, a key access point into your brand for customers, to deliver fantastic customer service and improve first-contact resolution. Service Center helps your agents focus on the customer instead of multiple applications.
- Unified desktop
- Case management
- Visual engagement
- Integrated knowledge
- Guided resolution
- Telephony control
- Customer engagement
- Analytics
- Contextual experiences
Modules
Deliver the right information on any channel
Unify service and support team knowledge to increase customer satisfaction through a robust, scalable knowledge management solution. Leverage superior search capabilities to deliver a seamless, consistent experience across all channels, from self-service and contact center to communities and social sites.
Modules
- Collaborative content authoring
- Contextual knowledge
- Intelligent search
- Robust language management
- Robust, built-in analytics
- Embed knowledge everywhere
Automate advice and decisions
Give your customers personalized, agile, and transparent support throughout their journey. Oracle Intelligent Advisor automates decisions and energizes service experiences.
Modules
- Self-service advice
- Agent guidance
- Advice authoring
- Advice analytics
- Decision services
- Decision compliance
Enrich customer data quality
Maintain accurate records and fight rogue customer data. Oracle Customer Data Management for B2C Service connects systems to the Customer Data Hub, verifies global address information, and intelligently matches and removes duplicate records.
Modules
- Customer Data Hub
- Data Quality
- Enrichment
CX Service benefits and solutions
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Deliver relevant, connected customer interactions
Personalize interactions with a 360-degree view of customers. Seamlessly connect touchpoints across digital channels, contact centers, and field engagements.
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Delight customers with engagement choices
Drive value, brand equity, and effectiveness by offering customers various choices to engage across channels—anywhere, and any time.
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Ensure authentic, accurate, and tailored responses
Consistently give a single, correct answer with superior knowledge management, web, and mobile self-service capabilities.
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Cut costs and streamline service with automation
Consistently give a single, correct answer with superior knowledge management, web, and mobile self-service capabilities.
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Ensure authentic, accurate, and tailored responses
Get unprecedented flexibility and unmatched capabilities with CX Service B2C, built for high-volume environments.
Resources
CX Service release readiness
See what’s new in Oracle B2C Service. Review the latest features, including capability overviews, business benefits, setup considerations, and usage tips.
Learn what’s new in latest release:
Documentation
Oracle offers a wide range of documentation, videos, and tutorials that will help you learn more about Oracle CX. You'll find all of these resources and more in the Oracle Help Center.
Develop your Cloud CX skills
Oracle University provides you with free training and certification you can rely on to ensure your organization’s success, all delivered in your choice of formats.
Cloud Customer Connect
Cloud Customer Connect is Oracle's premier online cloud community—specifically designed to promote peer-to-peer collaboration and sharing of best practices, enable members to keep pace with product strategy, and provide a cloud solution feedback channel directly to Oracle development. Within this community, members benefit by leveraging the collective knowledge of Oracle Cloud customers and product experts.
Cloud Marketplace
Power innovation with partner applications and services available through the Oracle Cloud Marketplace. Find the most comprehensive list of apps for sales, service, marketing, and more.