Oracle Customer Experience (CX) Service

Forbes Insights Executive Survey Report

Forbes Insights Executive Survey

Discover what 400+ VPs say about modernizing customer service. Learn their strategies to stay ahead.

The Psychology Behind Customer Service
The Psychology Behind Customer Service

Can understanding psychology improve customer service?

Oracle Customer Experience (CX) Service

Modern Customer Service

Discover how you can equip and transform your contact center for the future.

Provide Exceptional Customer Service Experiences

Can you keep up with rising consumer expectations and proliferating communication channels? You can with Oracle Service Cloud. See how.



 

Are Your Best Practices Modern

Why Do You Need Modern Best Practice?

Increase business agility. Achieve more, faster, and with less resources. With the following key enablers: the cloud, mobile, social, analytics, the internet of things, and big data, you can transform your business for the future.

Learn more about modern best practice

Club Med Achieves 12x Increase in Digital Media Communications, Resolves Customer Interactions 3x Faster with Multichannel Cloud Solution

The reliability, flexibility, global rollout support, and frequent updates of Oracle Service Cloud compose the ingredients of our multichannel customer support solution. Oracle Service Cloud empowers our customer service to match our expectations for premium product— enriching the customer experience.

— Vincent Giraud, Customer Service Director France, Club Méditerranée S.A.

Intergraph PP&M Empowers Customers and Agents with Cloud Service Platform

By integrating Oracle’s Siebel solutions and Oracle Service Cloud, we both empower our customers as well as our customer service representatives by putting actionable information at their fingertips, ultimately ensuring we deliver a superior customer experience—all in the cloud.

— Scott Uptain, Executive Manager, Global Business Systems, Intergraph Corporation

tivùsat Pioneers Cloud Solutions for Efficient and Cost-Effective Management of 2.5 Million Free Satellite Television Users

Our experience with Oracle cloud solutions is extremely satisfactory in terms of reliability, security, operational efficiency, and price-performance ratio. Oracle Service Cloud is a highly efficient, functional, and streamlined system for providing assistance to 2.5 million users of our free satellite television platform.

— Gilda Serafini, Head of Customer Relationship Management tivùsat, tivù s.r.l.

Ricoh Reduces Man-hours to Maintain Frequently-Asked-Questions Content, Cuts Overall System-Maintenance Costs by 40%, and Improves Customer Service

With Oracle Service Cloud, we gained an integrated knowledge- management platform to ensure consistent and up-to-date frequently-asked-questions content, enabling us to manage content more efficiently and cut overall maintenance costs by 40%.

— Eiji Shinohara, General Manager, Sales and Service Process Transformation Department, Business Process Transformation, Corporate Division, Ricoh Company, Ltd.

Joyo Bank Triples Frequently-Asked-Questions Site Visits, and Enhances Customer Experience with Cloud Solution

Oracle Service Cloud’s intelligent and intuitive knowledgebase enabled us to enhance customer experience by providing the most relevant answers to customers’ questions and allowing them to access critical information anytime, anywhere on mobile devices.

— Masaki Maruoka, Senior Manager, Direct Banking Center Planning Group, Sales Promotion Division, Joyo Bank Ltd.

Essintial Enterprise Solutions Dispatches Technicians and Closes Service Tickets 25% Faster End-to-End while Optimizing Productivity and Reducing Costs

With Oracle Field Service Cloud, we’ve transformed the customer experience and effectiveness of our field service operation. It is a phenomenal tool for service technician dispatching and routing. The cloud-based Oracle solution also enables us to reduce costs while increasing service efficiency.

— Tom York, CEO, Essintial Enterprise Solutions

Alamo Colleges Handles 350,000 Calls Annually with 95% Efficiency, Effectively Responding to Student Inquiries with Cloud Solution

Oracle Service Cloud is a key piece to our overall student experience strategy. Thanks to Oracle, we handled more than 350,000 calls in one academic year with an efficiency level of 95%, and can now better track interactions and improve the student experience.

— Russell Lopez, Contact Center Manager, Alamo Colleges

Crestron Electronics Delivers World-Class Support and Exceeds Customer Expectations with Cloud-Based Customer Experience Solution

Taking care of our customers is really the most important aspect of the support team, and it’s not just lip service. We really do care, and Oracle Service Cloud gives us the knowledge and power to provide the best possible service and help our customers succeed with their projects.

— Richard Sasson, Global Director of Technical Services, Crestron Electronics, Inc.

Nico International Increases Sales Engineer Productivity by 30% with a Single Source of Customer and Sales Information in the Cloud

We like the extreme user friendliness of Oracle Fusion applications, the cost effectiveness and cross-platform accessibility of Oracle Sales Cloud, and the ease of integration with our Oracle ERP. With Oracle Sales Cloud and Oracle Fusion Transactional Business Intelligence, we empowered our sales engineers to sell better and more, we gained real-time visibility into the progress of each opportunity, and we are able to report on numerous sales performance indicators—historical, current, and forecasted—to make better informed decisions. With this deployment we have significantly boosted our competitiveness in the global marine and industrial engineering sector.

— Vinod Nambiar, Financial Controller, Nico International

MakeMyTrip Halves Average Call-Handling Time, Launches New Products in One Week Instead of Months, and Increases Business Revenue with CX Cloud

We chose Oracle Service Cloud because it offers one of the best, cloud-based customer service modules in the market, supporting our customer-centric corporate strategy. We gained a 360-degree view of customer information across all channels, halved agent call-handling time, enhanced the customer experience, and increased our business revenue.

— Venkatesh Bhardwaj, Senior Vice President, Technology, MakeMyTrip Ltd.

Club Med Achieves 12x Increase in Digital Media Communications, Resolves Customer Interactions 3x Faster with Multichannel Cloud Solution
Intergraph PP&M Empowers Customers and Agents with Cloud Service Platform
tivùsat Pioneers Cloud Solutions for Efficient and Cost-Effective Management of 2.5 Million Free Satellite Television Users
Ricoh Reduces Man-hours to Maintain Frequently-Asked-Questions Content, Cuts Overall System-Maintenance Costs by 40%, and Improves Customer Service
Joyo Bank Triples Frequently-Asked-Questions Site Visits, and Enhances Customer Experience with Cloud Solution
Essintial Enterprise Solutions Dispatches Technicians and Closes Service Tickets 25% Faster End-to-End while Optimizing Productivity and Reducing Costs
Alamo Colleges Handles 350,000 Calls Annually with 95% Efficiency, Effectively Responding to Student Inquiries with Cloud Solution
Crestron Electronics Delivers World-Class Support and Exceeds Customer Expectations with Cloud-Based Customer Experience Solution
Nico International Increases Sales Engineer Productivity by 30% with a Single Source of Customer and Sales Information in the Cloud
MakeMyTrip Halves Average Call-Handling Time, Launches New Products in One Week Instead of Months, and Increases Business Revenue with CX Cloud


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