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Oracle B2B Service helps improve visibility and collaboration between sales and service teams throughout the lead-to-renewal cycle. This integrated service solution enhances communication and differentiates customer service experiences.
Discover what Oracle Service solutions can do for your business.
Offer flexible, immediate customer service, with a human touch, across a wide variety of digital channels. Provide a range of self-service options so your customers can easily help themselves—getting the answers and information they need in a manner that best suits their needs.
Offer the instant responses customers value through a conversational, AI-driven chatbot interface.
Provide fast, accurate service throughout your website. Offer customers the choice to chat with an agent or search your knowledgebase while browsing your website.
Build better customer relationships with highly configurable and easily deployed chat rules, offering your customers the option to chat with a service agent at any time.
Create better customer service engagements and provide the right information, advice, and guidance in any situation using one- or two-way video chat.
Provide a continuous experience every time customers interacts with you. All context/history carries over so that customers avoid the frustration of repeating themselves each time they reach out regarding the same topic, issue, or question. Customer service agents are able to respond through the customer’s preferred messaging channel—no matter how complex or long-running the service issue.
Dynamically deliver unsurpassed experiences using a set of rule-based controls and site definitions to identify and act upon common context clues.
Allow service agents real-time visibility to your B2B customers’ screens to quickly troubleshoot and solve issues faster.
Tap existing mobile and web apps to capture and analyze data across all digital interaction points. Feed customer service agents the insights needed to provide the highest level of service.
Give your contact center agents easy access to account-specific details via a consolidated, scrollable conversation thread that mimics the popular consumer apps they use every day. Manage service requests from multiple channels and collaborate with larger account teams—all from this unified and easy-to-use interface.
Deliver authentic customer service to your top accounts and efficiently manage service issues, all from an easy-to-access, browser-based interface.
Provide high-touch, contextually-based, accurate responses at any time, on any channel, all while delivering a personalized, highly engaging service experience to everyone.
Stay informed on historic and planned high-value customer activities and critical issues, including upcoming renewal cycles.
Using information provided in the initial interaction, automatically route customer requests to the most appropriate customer service agent—or chatbot—based on your established requirements and business rules.
Deliver knowledge that call center agents can use to quickly resolve customer issues. A unified and conversational activity feed works like familiar web and social media apps, proactively surfacing the most relevant information and reducing the time spent searching for answers.
Differentiate and improve your contact center operations with actionable insights sourced from a variety of prebuilt and custom reports.
Leverage the expertise found throughout your organization through collaboration tools embedded directly into the agent console, providing much-needed historical context to all interactions.
Efficiently provide the right answer at the right time with comprehensive, intuitive, knowledge management capabilities, including advanced natural language processing (NLP) search, flexible, easy-to-use content authoring, editing, and publishing tools, comprehensive analytics, and a variety of self-service and agent-facing knowledge applications.
Quickly create knowledge articles and deliver the best, most up-to-date answers with an easy-to-use authoring tool and rich media support.
Go beyond static FAQs with search functionality that proactively recommends answers based on the service request. Advanced natural language processing (NLP) surfaces and prominently displays the most relevant knowledge article.
Provide global users with a seamless experience, no matter their language of choice. Easily translate articles across multiple touchpoints with side-by-side translation comparisons.
Configure, deploy, and integrate with Oracle Digital Assistant to seamlessly search for existing knowledge articles. No additional coding required.
Tailor your support and advice throughout the customer service experience. Provide a new level of automated, personalized advice, with detailed analytics for full understanding and transparency.
Provide customers with self-service capabilities for both simple and complex requests.
Put the power to configure advice experiences in the hands of subject matter experts and business users.
Guide customer service agents to provide consistent and personalized advice and decisions across all channels, in any language.
Improve the customer service experience and gain valuable insights with channel interviews and decision analytics.
Reduce risk by easily integrating intelligent decision-making into your existing systems and workflows.
Remain compliant by transparently providing, recording, and explaining all advice and decisions.
Configure, deploy, and integrate with Oracle Digital Assistant quickly and easily to seamlessly add Oracle Intelligent Advisor advice and decision automation capabilities—with no additional coding required.
Monitor Internet of Things (IoT)-connected assets through your contact center. Track the location, health, and utilization of your assets—in real time—reducing overall maintenance costs. Customer service agents can view assets and analytics on their console and immediately start resolving issues.
Use this end-to-end customer service center solution for all IoT-enabled assets, devices, and subcomponents.
See connected asset incidents in real time from your contact center. Automatically create incidents from connected device data, based on predefined thresholds and conditions.
Monitor assets and manage incidents remotely from your contact center with full integration to Oracle Service and Oracle Knowledge Management.
Proactively respond by having incident data from IoT-enabled devices raise alerts in the contact center and automatically assign them to customer service agents so that they are handled.
Customers across various industries use Oracle B2B Service to provide a differentiated customer service experience to high-value customers.
Reduce the time needed to get new agents up to speed with an intuitive console that mimics popular B2C consumer applications they use every day. Improve contact center productivity and reduce turnover by providing agents with accurate, contextually relevant, and comprehensive account information—all in one activity feed.
Give agents access to back-office data and processes directly from their agent console to simplify the resolution of even the most complex customer cases. By consolidating CRM and back-office interactions into one searchable, scrollable conversation thread, your agents can deliver consistent, relevant customer service experiences.
Solve problems faster by providing agents with integrated collaboration tools that support messaging, video chat, file sharing, and more. Messages are appended directly into the console’s activity feed so agents can see the full historical context of a particular engagement.
Build key customer relationships by offering superior customer service with various options—digital self-service or agent-assisted customer service on the channel of choice.
Deliver a seamless customer service experience for even the most complex cases that require multiple agents or cross-departmental resources to resolve, improving customer satisfaction and boosting loyalty.
A complete sales and service solution that offers you sales forecasting, lead management, a mobile assistant, the ability to create service requests, and more!
Take sales and service to the next level with pre-built connections to sales planning, customer service, CPQ, Marketing, and more. Include channel partners with a full-featured Sales solution as well.
Access advanced features and tailor the Sales and Service experience with data models, user experiences, and process flows designed specifically for your industry.
For additional pricing information, contact us. Minimum of 10 users.
Carrie West, Sr. Product Marketing Manager, Oracle
My pandemic binge-watching treat was “Mad Men” Which got me thinking—what did a customer service center look like during that time? How did it function? What happened when a customer called or a complaint letter (yes, letter) was received? How did the agents find answers? How long did it take? Was there a wall of binders much like a library’s encyclopedia section, or were the agents simply on their own? Today, we have technology and automation to help customers reach us, but that can be overwhelming. Thankfully there is technology to help us simplify the customer service experience as well.Read the complete post
Get up to speed on the latest releases of Oracle B2B Service and ensure that your upgrade is successful. Review the latest features, including the innovations, capability overviews, business benefits, setup considerations, and usage tips.
Oracle offers a wide range of documentation, videos, and tutorials that will help you learn more about Oracle B2B Service. You'll find all of these resources and more in the Oracle Help Center.
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.
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, marketing, and service cloud solutions—directly to Oracle development.
Power innovation with Oracle’s partner applications and services. Find the most comprehensive list of sales, service, and marketing cloud applications in the Oracle Cloud Marketplace.
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.
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