Customer service is constantly changing. Customers expect customer service to be automated and smart. They want it to anticipate problems and fix them without their involvement. Prepare for that future with Oracle’s B2C service solution. Transform from predictive to automated service. Leverage automation and AI to help agents complete repetitive, predictable tasks. Empower super agent enthusiasts to provide expert and empathic service experiences.
In the Experience Economy, journeys are nonlinear, the customer is the innovator, and experience defines value. The world has shifted to become even more focused on digital with more real-time, and more innovative service experiences. Customers must now offer service anytime and anywhere, automate and energize teams, and simplify the human side of service.
4 stages to thrive in the experience economy
Intelligent Service in the Experience Economy.
Download our four-part 2020 Guide to Customer Service for expert insights on navigating the CX strategic planning process.
Get the reportLearn about the latest customer service trends and why Oracle is a leader in The Forrester Wave™: Customer Service Solutions
Read the reportLearn how a digital, end-to-end solution helps address all service issues in a way that’s unified for the brand and effortless for the customer.
Read the ebookDigital customer service allows customers to engage through an array of digital channels—intelligent voice devices, websites, email, text messaging, online chat, and social media.
Oracle’s intuitive, integrated, contextual, and scalable cross-channel contact center solution enables your agents to focus on the customer instead of multiple applications.
Knowledge management is the cornerstone of great customer service, enabling agents and organizations to provide highly interactive and engaging customer experiences.
Advice and Decision Automation enables personalized, agile, and transparent advice across the organization and throughout the customer service experience.
Oracle Field Service Cloud is built on time-based, self-learning, and predictive technology, enabling you to solve business problems while empowering your field service organization. This configurable and scalable solution supports your users with accuracy, context, and intelligence.
Innovate and automate your customer service with artificial intelligence (AI), digital assistants (chatbots), the Internet of Things, and augmented reality. Take advantage of these built-in new technologies to build outstanding customer experiences.
The 104-year-old Elgin Sweeper Company stays competitive with Oracle CX Cloud.
Hear city management explain how they are adding innovative new channels for their 311 contact center.
Hear how this telecommunications company is using Oracle Field Service Cloud to increase efficiency and improve its customer favorability rating.
Learn how D+M Group used Oracle Service Cloud to transform customer service and change its entire business.
Western Digital explains how customer service is a differentiator for the business and how service is offered the way customers want it.
Learn how the City of Fort Wayne created better citizen experiences while integrating with more than 23 departments.