Oracle Customer Experience (CX) Service

Forbes Insights Executive Survey Report

Forbes Insights Executive Survey

Discover what 400+ VPs say about modernizing customer service. Learn their strategies to stay ahead.

The Psychology Behind Customer Service
The Psychology Behind Customer Service

Can understanding psychology improve customer service?

Oracle Customer Experience (CX) Service

Next Generation Contact Center

Discover 6 ways to empower agents and master first contact resolution.

Provide Exceptional Customer Service Experiences

Can you keep up with rising consumer expectations and proliferating communication channels? You can with Oracle Service Cloud. See how.


In the Spotlight

Modern Customer Service Research from Forbes Insights

Report

Modern Customer Service Research from Forbes Insights
Outpace Your Executive Peers

Learn where your customer service stands in relation to 400 plus vice presidents of Service.

Modern Customer Service

E-Book

Next Generation Contact Centers

Discover 6 ways to empower agents and master first contact resolution.

Industries

Webinar

Service for the Next Generation

What organizations are doing to address the digital channel revolution in their overall customer service strategy.


Western Sussex Hospital’s Digital Service for Families

 

University of Western Australia Produces Offer Letters 6x Faster with Oracle

 

WPA Gestão Modernizes Customer Service with Oracle Cloud

With Oracle Service Cloud, our operators have full access to real-time customer information on a single screen and can see the complete history of each case—shortening service time by 40% and improving its quality. In addition, we were able to launch successful campaigns that reduced installment default rates.

— Francis Gonçalves, Technical Support Analyst, WPA Gestão

ONVZ Optimizes Insurance Services with Oracle

Using the functionalities of Oracle Health Insurance Connect to Back Office, integrated with Oracle Service Cloud, we reduced time-to-market and operational costs and can respond faster, more personally, and more effectively to the changing needs of our policyholders.

— Marco Saas, CFO, ONVZ

Axtel Moves to a Mobile Solution with Oracle Service Cloud

 

iBOOD.com Boosts Service Levels, Customer Experience, and Customer Satisfaction

With Oracle Service Cloud we have significantly improved service levels and customer experience. First contact resolution is up from 50% to 80%, customer contact time is down, agent efficiency has shot up, and our managers can make informed decisions to drive continued growth. Our FAQ section has resulted in a deflection rate of approximately 60% over the past 4 months.

— Robert Jonker, Manager Customer Service & Quality, iBOOD.com (Silver Ocean BV)

TIM Corporation Improves Customer Support with Oracle

We acquired Oracle Service Cloud to manage and monitor calls, feedback, and provide better support to our Data Center customers. Call monitoring and analysis is crucial to us - it enables regular updates for our Network Operating Center team and key management and improves operate efficiently. In addition, the system allowed us to support some vital security certifications required of a Datacenter Service Provider.

— Sunver Z. Bastes, President, Total Information Management Corporation

GMO CLOUD Increases Customer Satisfaction with Oracle Service Cloud

By consolidating multi-brand FAQ content into Oracle Service Cloud, we raised self-resolution rate to 90% instead of 37% and reduced inbound calls by 20% on average. This enabled our agents to focus on providing service for customers who require telephone assistance and enhanced service quality.

— Hiroyuki Osawa, Senior Manager, Cloud Hosting Business Promotion Division, GMO CLOUD K.K.

Bank of Guam Increases Agent Productivity by 75% with Oracle

 

Barceló Hotels & Resorts Streamlines Customer Care Worldwide

 
Western Sussex Hospital’s Digital Service for Families
University of Western Australia Produces Offer Letters 6x Faster with Oracle
WPA Gestão Modernizes Customer Service with Oracle Cloud
ONVZ Optimizes Insurance Services with Oracle
Axtel Moves to a Mobile Solution with Oracle Service Cloud
iBOOD.com Boosts Service Levels, Customer Experience, and Customer Satisfaction
TIM Corporation Improves Customer Support with Oracle
GMO CLOUD Increases Customer Satisfaction with Oracle Service Cloud
Bank of Guam Increases Agent Productivity by 75% with Oracle
Barceló Hotels & Resorts Streamlines Customer Care Worldwide
Oracle used Oracle Service Cloud to transform its sales process.

 

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