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Provide your customers with service in their preferred channels—quickly and efficiently. Offer flexibility, immediacy, and a human touch through digital assistants, live and web chat, messaging, cobrowse, as well as Engagement Engine, Live Experience, and a diverse set of proactive web inlays.
Discover Oracle CX Service in this product tour.
Offer multiple touchpoints, actions, inputs, and selections to meet customers’ needs in real time with the best possible support. Provide proactive service faster and more effectively with intelligent chat and advisor solutions.
Provide your customers the fastest, most efficient issue resolution without engaging an agent.
Free up agents to handle escalated requests, while delegating the day-to-day resolution of tasks to the digital assistant.
Leverage the power of Digital Assistant, Intelligent Advisor, and Knowledge Management to create the perfect menu of digital options for better customer service engagements.
Gain a valuable addition to your agent pool. Have Oracle Digital Assistant transfer escalated requests to a live agent, with all the relevant context.
Seamlessly transfer escalated requests to a live agent, passing along all relevant context, so customers never need to repeat themselves.
Give your customers opportunities to chat with an agent or search for knowledge while continuing to browse on your website.
Expand customer engagement by offering chats based on either agent availability or specific customer-led scenarios.
Offer customer-initiated syndicated chats when available or specific, customer-led scenarios happen.
Provide a post-chat survey to collect valuable customer feedback.
Let customers find their own answers easily. Use Oracle Knowledge Management to make your 10 most popular answers to customer questions available to your customer ecosystem.
Understand the amount of time a visitor spends on a chat—including the wait time ahead of chat initiation—to identify improvement opportunities.
Address your customers’ needs at any time. Provide the option to contact and chat with a service agent using highly configurable and easily deployed chat rules.
Allow agents to easily accept customer chats coming from different interfaces.
Build more complete visitor profiles and better understand their needs using contextual browser information and page data.
Improve agents’ chat experiences and efficiency with a streamlined chat interface.
Ensure customer privacy by allowing them to send messages off-the-record. Agents can see the message and respond, but the text is not stored in the database.
Create better service engagements with a face-to-face video service that provides the right information, advice, and guidance.
Allow agents to switch from a live chat to a two-way video chat with the customer’s consent.
Create face-to-face connections between the agent and the customer with two-way video streaming.
Adapt your interactions to the situation with one-way video streaming between the agent and the customer. Only one party can see the other.
Activate instant web callback and connect agents by voice to begin interacting with customers within seconds.
Let customers using live chat on mobile devices switch to video chat without disconnecting from mobile.
Provide customers with the ability to connect to agents through SMS text and social messaging.
Provide service at the point of need with flexible communication options on social medial channels, such as Facebook Messenger and WeChat.
Seamlessly funnel messages into your agent’s console to help build a 360-degree customer view.
Quickly link customers to the needed information by sharing Knowledge Management articles and FAQs through chat.
Improve agent efficiency by providing automated support through SmartAssistant, Knowledgebase, and SmartText.
Dynamically deliver the best experiences through a series of rules-based controls and site definitions to identify common context clues.
Create and edit an unlimited number of sites for either internal testing or to set criteria to distinguish between public-facing sites.
Simplify the process of designing, testing, deploying, optimizing, and measuring your website’s rules’ impact.
Discover outdated content, learn which articles are most popular, and flag bottlenecks by tracking how knowledge is authored and published.
Display all rules and sites to quickly identify which rules are used on which sites and their current status.
See how individual changes to your website impact visitors’ behavior to improve your site design and user experiences.
Allow agents to see customers’ screens in real time to resolve issues faster, increase revenue per call, and improve web and mobile customer experience.
Screen share with any combination of web, mobile, or desktop. Work with all types of rich online media and dynamic content.
Assure customer privacy by empowering customers to control what agents can see and do during screen share sessions.
Put your customers in the driver’s seat by letting them maintain control and terminate the cobrowse session at any time.
Monitor and report on session duration and agent effectiveness, with the flexibility to add reporting attributes from external data sources. Audit any management configuration changes made by administrators.
Leverage your existing mobile and web applications to capture and analyze data across digital interaction points. Provide automated, proactive engagement, and arm your best-skilled agents with the insights needed to provide offers and resolve problems quickly.
Provide a web-based agent experience using shared inboxes, queues, and customer insight views.
Enhance telephone interactions with digital experiences, such as visual content and voice communication.
Route digital channels with flexible, rule-driven customer context and distribute to your best-skilled agent or collaborative team queues.
Better understand your individual and team performance and engagement success with integrated reporting and analytics.
Businesses across many industries use Oracle Digital Customer Service to increase customer satisfaction by offering customers an infinite number of engagement choices.
Proactively reach today’s digital-first customers to offer advice, knowledge, or recommendations—all from a single, connected platform.
Support your customers’ wishes to interact with your business using a variety of web and/or mobile digital channels.
Strike the right customer experience balance with a level of authenticity where every interaction is individual and insightful.
Provide agents with tools such as SmartAssistant, Knowledgebase, and SmartText to simplify the human side of customer service.
Offer service and resolution anytime, anywhere, through any channel (with or without agent engagement).
Oracle is proud to be named a Leader' in the Gartner 2020 Magic Quadrant for Customer Engagement Center, based on our ability to execute and our completeness of vision.Read the complete post
See what’s new in Oracle B2C Service, including the components within Digital Customer Service. Review the latest features, including capability overviews, business benefits, setup considerations, and usage tips.
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.
Cloud Customer Connect, Oracle's premier online cloud community, is specifically designed to promote peer-to-peer collaboration and the sharing of best practices. Members can keep pace with product strategy and provide a cloud solution feedback channel directly to Oracle development. Community members benefit by leveraging the collective knowledge of Oracle Cloud customers and product experts.
Extend your service ecosystem and power innovation with partner applications and services available through the Oracle Cloud Marketplace. Find the most comprehensive list of apps for sales, service, marketing, ecommerce, and more.
See what Oracle Cloud CX can do for you.
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