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Oracle Digital Customer Service

Use conversational interfaces, a chatbot platform, and built-in intelligence to deliver innovative support experiences at the moment customers need help. Oracle Digital Customer Service provides customers with branded self-service capabilities in their preferred channels.

See how Oracle Digital Assistant for B2C Service can help you.

Explore Oracle Digital Customer Service

Oracle Digital Assistant

Offer multiple service touchpoints, actions, inputs, and selections to meet your customers’ needs in real time with the best possible support. Provide proactive service faster and more effectively with intelligent chat and advisor solutions.

Customer self-service

Give your customers the fastest, most efficient self-service issue resolution—without engaging an agent.

Robust intelligence

Free up contact center agents to handle escalated requests, while delegating day-to-day task resolution to the digital assistant.

Automate service

Leverage the power of Oracle Digital Assistant, Intelligent Advisor, and Knowledge Management to create the perfect menu of digital options for better customer service experiences.

“As an agent” routing

Gain a valuable addition to your agent pool. Oracle Digital Assistant transfers escalated requests to a live agent with all the relevant context.

Seamless handoff

Seamlessly transfer escalated requests to a live agent, passing along all relevant context, so customers never need to repeat themselves.


Proactive web inlays

Give your customers opportunities to chat with a service agent or search for answers in your knowledgebase while continuing to browse your website.

Proactive and ad hoc chats

Offer live chats based on either agent availability or specific customer-led scenarios.

Customer scenario-based chats

Offer customer-initiated syndicated chats when available or specific, customer-led scenarios happen.

Survey support

Provide a post-chat survey to collect valuable customer feedback.

Answer ranking

Let visitors find their own answers easily. Use Oracle Knowledge Management to make the 10 most popular answers to customer questions available so visitors can find their own answers.

Time spent on chat

Understand the amount of time a visitor spends on a chat—including the wait time ahead of chat initiation—to identify improvement opportunities.


Real-time live chat

Address your customers’ needs at any time, on any channel. Provide customers with the option to contact and chat with a service agent using highly configurable and easily deployed chat rules.

Multiple interface routing

Customer service agents can easily accept chat requests coming from different interfaces.

Connect web visitor history to contacts

Build more complete visitor profiles and better understand their needs using contextual browser information and page data.

Streamlined agent dashboard

Improve agents’ chat experiences and efficiency with a streamlined chat interface.

Off-the-record messages

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.


Advanced video chat

Create better customer service engagements with a face-to-face video service that provides the right information, advice, and guidance.

Chat-to-video escalation

Allow agents to switch from a live chat to a two-way video chat with the customer’s consent.

Bidirectional video

Create face-to-face connections between the agent and the customer with two-way video streaming.

Unidirectional video

Adapt your interactions to the situation with one-way video streaming between the agent and the customer. Only one party can see the other.

Voice call

Activate instant web callback and connect agents by voice to begin interacting with customers within seconds.

Mobile support

Let customers using live chat on mobile devices switch to video chat without disconnecting from mobile.


Text-based and social messaging

Provide customers with the ability to connect to agents through SMS text and social messaging.

Social media support

Provide service at the point of need with flexible communication options on social medial channels, such as Facebook Messenger and WeChat.

Agent console integration

Effortlessly funnel messages into your agents’ consoles for that all-important 360-degree customer view.

Knowledge Management support

Quickly link customers to needed information by sharing knowledge articles and answers through chat.

Agent productivity

Boost customer service agent efficiency by providing automated support through SmartAssistant, comprehensive knowledgebase, and SmartText.


Unified rule definition and management

Establish proactive business rules to engage—in real time—with website visitors. Capture visitor data and invoke complex actions while inserting content and triggering events throughout the entire engagement experience.

Multisite environment support

Create and edit an unlimited number of sites for testing and analysis or distinguish some as public-facing sites, based on specified criteria.

Rules editor

Unify rule definition and management into one scalable and responsive solution.

Associate rules with sites

Discover outdated content, learn which articles are most popular, and flag bottlenecks by tracking how knowledge is authored and published.

User dashboard

Display all rules and sites to quickly identify which rules are used on which sites and their current status.

A/B testing

See how individual changes to your website impact visitors’ behavior to improve your site design and user experiences.


Integrated and standalone cobrowse

Let service agents see customers’ screens in real time to resolve issues faster, increase revenue per call, and improve web and mobile customer experiences.

Device type flexibility

Screen share using any combination of web, mobile, or desktop. Work with all types of rich online media and dynamic content.

Customer privacy protection

Assure customer privacy. Customers have control over what agents can see and do during screen share sessions.

Customer control

Put customers in the driver’s seat. Let them maintain control and terminate the cobrowse session at any time.

Analytics, reporting, auditing

Monitor and report on cobrowse session duration and agent effectiveness with the flexibility to add reporting attributes from external data sources. Audit any management configuration changes made by administrators.


Context-driven, proactive customer engagement

Provide context throughout your customers’ journeys. With provisioned assistance capabilities, contact center agents can use various contextual and interactive tools—including voice, two-way video, screen sharing, and drawing/annotating—to resolve issues faster. Make it easy for your customers to connect with you. Integrate the solution into existing mobile and web applications for a seamless transfer to an agent, along with the information needed to support next-step actions and decisions.

Modern collaboration tools

Improve the service agent experience and team collaboration with a browser-based agent portal that offers shared inboxes, queues, and customer insight views.

Telephony-to-digital integration

Enhance telephone interactions with digital experiences, such as supplementing voice communication with visual content.

Contextual-based routing

Route digital channels with flexible, customer-context–driven rules and send customers to the best-skilled agent or collaborative team queue. Agents are presented with calls that display all customer context, such as customer details, device, operating system, location, path, or current page. This information can be combined with CRM and third-party data.

Integrated insights and analytics

Capture and analyze data across digital interaction points to better understand individual and team performance and customer engagement successes with integrated reporting and analytics.

View all customer successes

Digital Customer Service customer successes

Businesses across many industries use Oracle Digital Customer Service to increase customer satisfaction by offering customers an infinite number of engagement choices.

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Crestron Electronics strengthens the bond between customers and their support teams with a world-class customer support experience.

Key benefits—digital customer service

Key Benefits
November 18, 2020

The Rising Importance of Visual Engagement During COVID-19

Ashwin Venkatesh, Principal Product Manager, Oracle

Visual engagement is a powerful, real-time collaboration concept within customer service organizations that combines video, cobrowsing, screen sharing, and/or screen annotation experiences. By adopting video chat, agents can drive personalized, precise, and rapid problem resolution with end users.

Read the complete post

Featured blogs

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Resources

Cloud Readiness

Release readiness

Get up to speed on the latest releases of Oracle Digital Customer Service (part of Oracle B2B Service and B2C Service) and ensure that your upgrade is successful. Review the latest features, including the innovations, capability overviews, business benefits, setup considerations, and usage tips.

Documentation

Documentation

Oracle offers a wide range of documentation, videos, and tutorials that will help you learn more about Oracle Digital Customer Service (part of Oracle B2C Service and B2B Service). You'll find all of these resources and more in the Oracle Help Center.

Cloud learning

Develop your Cloud CX skills

Oracle University provides a variety of learning solutions to help you build cloud skills, validate expertise, and accelerate adoption. Learn more about the training and certification you can rely on to ensure your organization's success.

Community

Cloud Customer Connect

Cloud Customer Connect is Oracle's premier online cloud community. Specifically designed for peer collaboration, best practice sharing, and to provide needed tools for members so they can keep pace with product strategy. In addition, members are able to provide feedback on sales cloud, marketing cloud, and service cloud solutions—directly to Oracle development.

CX Cloud Marketplace

CX Cloud Marketplace

Power innovation with innovative partner applications and services. Find the most comprehensive list of sales cloud, service cloud, and marketing cloud applications in the Oracle Cloud Marketplace.

Best Practices

Customer service best practices

Customer service is all of the interaction points that a company has with customers after (and even before) they buy and use products/services. It includes digital self-service activities or assisted activities through a contact center with the purpose of offering product suggestions, troubleshooting issues and complaints, or responding to general questions. Great customer service is a competitive differentiator that promotes customer loyalty and advocacy.

Additional solutions you may be interested in

Oracle Service Center

Customer contact center platform

Oracle Knowledge Management

The right knowledge at the right time

Oracle Commerce

Connected B2B and B2C commerce

Oracle Intelligent Advisor

Advice and decision automation

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