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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 report

See 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 report

End-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

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 Infinite Engagement Choices

Offer customers infinite choices to engage with you—anywhere they want, any way they want.

Give Tailored Responses

Give Tailored Responses

Give the one, correct answer through best-of-bread knowledge management or Intelligent Advisor.

Automate Processes and Interactions

Automate Processes and Interactions

Predict, improve, and augment the customer experience using automation and intelligence.

Explore B2C Service


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Digital 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.

Hall of Fame

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

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 logo

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.

Sound United (D+M Group)

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 logo

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.

Lenovo logo

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 and automated decisioning

Personalised Service & Automated Decisioning

Personalised service and automated decisioning - Building agility for financial institutions in the face of change.

Student Engagement

Leverage AI in Student Engagement

Student Engagement: Improving Student Engagement with Conversational Interfaces.

Customer Service Capabilities

Differentiate Service with Conversational Interfaces

Scaling up your customer service capabilities with conversational interfaces – along with Ronald Prasad, COO, Vodafone Fiji.


What’s New in Customer Service


See what's included with your monthly subscription.

Standalone Chat Dynamic Agent Desktop


  • Core Solution Components
  • Chat
  • App Builder Experience Designer4
  • Chat Incident (Case) and Service Contract Management
  • Feedback Cloud Service - Chat Surveys
  • Analytics
  • Knowledge Management
  • Cloud Platform

Standard Dynamic Agent Desktop


  • Core Solution Components
  • Multi-channel Incident (Case) and Service Contract Management
  • Email Management Cloud Service
  • App Builder Experience Designer
  • Analytics
  • Dynamic Agent Desktop including; contextual workspaces, opportunity tracking and mobile agent app
  • Knowledge Management
  • Enhanced Cloud Platform

Enterprise Dynamic Agent Desktop


  • Standard Edition
  • Dynamic Agent Desktop including guided assistance
  • Outreach
  • Feedback
  • Enhanced Cloud Platform

Enterprise Contact Center Dynamic Agent Desktop


  • Enterprise Edition
  • Chat
  • Product Registration
  • Dynamic Agent Desktop including agent scripting and desktop workflow
  • Enhanced Cloud Platform

For additional pricing information, contact us.

  • Pricing includes any required user subscription requirements at checkout.
  • Additional subscription services are available as options to the Cloud Services offerings.
  • Certain Cloud Services offerings require a minimum number of users/quantities to be purchased.
  • Seats and Sessions are pooled over the service term. Certain services are subject to transaction-based pricing for sessions consumed or outbound emails.