Oracle B2B Service

Digital customer self-service

Build customer relationships and improve communication by offering a variety of self-service options along with the ability to connect directly to the right customer service agent.

Oracle Digital Assistant

Offer the instant responses your customers value with natural language, self-service experiences powered by AI-driven interfaces.

Proactive web inlays

Provide fast, accurate service throughout your website. Offer customers the choice to chat with an agent or search your knowledgebase while browsing your website.

Live chat

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.

Video chat

Create better customer service engagements and provide the right information, advice, and guidance in any situation using one- or two-way video chat.

Messaging

Communicate with customers across a variety of social messaging platforms and SMS text.

Engagement engine

Dynamically deliver unsurpassed experiences using a set of rule-based controls and site definitions to identify and act upon common context clues.

Cobrowse

Allow service agents real-time visibility to your B2B customers’ screens to quickly troubleshoot and solve issues faster.

Live experience

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.

Customer service solution for your contact center

Give your contact center agents easy access to account-specific details to provide outstanding customer service.  Manage service requests from multiple channels and collaborate with larger account teams—all from an easy-to-use interface.

Complete service management

Deliver authentic customer service to your top accounts and efficiently manage service issues, all from an easy-to-access, browser-based interface.

Omnichannel framework

Provide high-touch, contextually-based, accurate responses at any time, on any channel, all while delivering a personalized, highly engaging service experience to everyone.

360-degree customer view

Stay informed on historic and planned high-value customer activities and critical issues, including upcoming renewal cycles.

Workload management

Automatically route incoming call center and helpdesk cases to the most appropriate agent to provide high-value customers with the best resolutions.

Agent knowledge

Readily provide tailored content responses for contact center agents with a comprehensive knowledge management solution.

Real-time insights

Differentiate and improve your contact center operations with actionable insights sourced from a variety of prebuilt and custom reports.

Advanced knowledge management

Efficiently provide the right answer at the right time with an integrated set of knowledge management capabilities including advanced natural language processing (NLP) search, flexible content authoring and publishing tools, comprehensive analytics, and a variety of self-service and agent-facing knowledge applications.

Knowledge article creation

Quickly create knowledge articles and deliver the best answers quickly with an easy-to-use authoring tool and rich media support.

Intelligent, contextual search

Go beyond static FAQs with search functionality that suggests answers based on previous interactions or service requests. Advanced natural language processing search makes it easy to find answers through natural conversations.

Global knowledge and language management

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.

Intelligent Advisor—advice and decision automation

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.

Self-service advice

Provide customers with self-service capabilities for both simple and complex requests.

Advice authoring

Put the power to configure advice experiences in the hands of subject matter experts and business users.

Agent guidance

Guide customer service agents to provide consistent and personalized advice and decisions across all channels, in any language.

Advice analytics

Improve the customer service experience and gain valuable insights with channel interviews and decision analytics.

Decision services

Reduce risk by easily integrating intelligent decision-making into your existing systems and workflows.

Decision compliance

Remain compliant by transparently providing, recording, and explaining all advice and decisions.