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Welcome to the Age of the Service Enthusiast
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.
Power an Intelligent Service strategy for a connected service experience
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.
The Path to CX Excellence for Service
4 stages to thrive in the experience economy
Intelligent Service for Business to Consumer
Intelligent Service in the Experience Economy.
Get service essentials right
Download our four-part 2020 Guide to Customer Service for expert insights on navigating the CX strategic planning process.
Get the reportSee why Oracle is a CX leader
Learn about the latest customer service trends and why Oracle is a leader in The Forrester Wave™: Customer Service Solutions
Read the reportEnd-to-End Service Excellence Requires an End-to-End Service Platform
Learn 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 ebook
Connect All Customer Interactions
Seamlessly connect all service touchpoints—digital channels, contact centers, and field interactions—throughout the CX journey.
Offer Infinite Engagement Choices
Offer customers infinite choices to engage with you—anywhere they want, any way they want.
Give Tailored Responses
Give the one, correct answer through best-of-bread knowledge management or Intelligent Advisor.
Automate Processes and Interactions
Predict, improve, and augment the customer experience using automation and intelligence.
Features
Open all Close allDigital Customer Service
Digital customer service allows customers to engage through an array of digital channels—intelligent voice devices, websites, email, text messaging, online chat, and social media.
Service Center
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
Knowledge management is the cornerstone of great customer service, enabling agents and organizations to provide highly interactive and engaging customer experiences.
Intelligent Advisor
Advice and Decision Automation enables personalized, agile, and transparent advice across the organization and throughout the customer service experience.
Field Service
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.
Customer Service Innovations
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.
Service Cloud Success
Elgin Innovates with Oracle Service Cloud and IoT
Elgin Sweeper Company
The 104-year-old Elgin Sweeper Company stays competitive with Oracle CX Cloud.
City of Albuquerque Invests in Next-Generation Citizen Experiences
City of Albuquerque
Hear city management explain how they are adding innovative new channels for their 311 contact center.
Cincinnati Bell Dials in Field Service with Oracle
Cincinnati Bell
Hear how this telecommunications company is using Oracle Field Service Cloud to increase efficiency and improve its customer favorability rating.
D+M Group Changes its Entire Business with Oracle Service Cloud
D+M Group
Learn how D+M Group used Oracle Service Cloud to transform customer service and change its entire business.
Western Digital Delivers Customer Service in 16 Languages
Western Digital
Western Digital explains how customer service is a differentiator for the business and how service is offered the way customers want it.
City of Fort Wayne Offers Excellent Citizen Engagement
City of Fort Wayne
Learn how the City of Fort Wayne created better citizen experiences while integrating with more than 23 departments.
Automate Advice and Decisions
Personalised Service & Automated Decisioning
Personalised service and automated decisioning - Building agility for financial institutions in the face of change.
Leverage AI in Student Engagement
Student Engagement: Improving Student Engagement with Conversational Interfaces.
Differentiate Service with Conversational Interfaces
Scaling up your customer service capabilities with conversational interfaces – along with Ronald Prasad, COO, Vodafone Fiji.
Resources
What makes a truly connected customer experience?
3 Ways the experience economy is fundamentally changing CX.
Get the 2019 Research study from Oracle CX and Jeanne Bliss: “One Size Doesn’t Fit All.” (PDF)
