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Unified data and intelligence for B2C customer service

Get the data and insights you need to resolve customer service issues effectively and efficiently. Our new integration between Oracle Unity Customer Data Platform and Oracle B2C Service consolidates data from a variety of sources to give customer service agents a complete, consolidated, and dynamic customer profile. Plus, a new Agent Insights panel recommends actions and related content right in the agent desktop to speed time to resolution and improve their user experience.

Oracle Unity Customer Data Platform for B2C service

Give your agents a complete view of their customers with the information that matters most. Our integration between Oracle Unity Customer Data Platform and Oracle B2C Service connects datasources—across sales, customer service, marketing, financials, and more—to get the most complete view of your customers.

Oracle Unity Customer Data Platform for B2C service connects datasources to give you a complete view of your customers.
Give your agents a complete view of their customers with the information that matters most.

Connect data from across lines of business to create a master customer record

Spend less time sorting through customer information and more time delivering personalized service experiences with a full, comprehensive view of the customer.

  • Automatically capture and consolidate hundreds of data points about your customers—from purchase frequency to preferred communication channels—into a unified and complete profile.
  • Merge sales and service data to learn more about every customer service interaction and create custom data points around cost-to-serve, value-to-business, and more.
  • Update customer profiles in real-time with service interaction data to improve service-specific marketing campaigns.

Empower agents with real-time customer intelligence

Give service agents instant access to customer information, including aggregated sales data, returns, marketing touchpoints, channel preferences, loyalty information, asset information from ERP, and more.

  • Personalize service interactions, cross-sell, and upsell customers with information like purchase history, average lifetime value, and customer satisfaction scores.
  • Solve customer problems faster by making it easier for agents to collect and sort through customer information.
Oracle's customer data platform connects all necessary datasources that that B2C customer service agents have a complete 360 customer view.
Agents have convenient access to customer information so they can personalize the service they provide.

Learn more about Oracle Service solutions.

Agent Insights improves customer service

Agents today waste time searching for the right information while the customer waits and grows frustrated. The new Agent Insights panel offers actionable recommendations and relevant content to help customer service agents resolve issues quickly and efficiently.

The Agent Insights panel offers recommendations to help customer service agents resolve issues quickly and efficiently.
When an agent receives an email, the Agent Insights panel gives them recommended next steps to improve the customer's experience.

Automate agent next steps

The Agent Insights panel guides customer service agents with recommended actions that they can execute with a single click, directly from their workspace.

  • An easy-to-use interface simplifies navigation for agents, reducing their onboarding and training time.
  • Point agents in the right direction by highlighting the fields, links, or buttons on their desktop to take the appropriate action.
  • With one click, the agent desktop immediately performs the task, increasing the speed and efficiency of customer resolution.
  • Decrease service costs by automating common next steps, actions, and processes.
  • Share knowledge articles, open recommended scripts, update the severity level of an incident, and view related incidents to gather more context instantly.

Turn intelligence into action with Agent Insights

Connect artificial intelligence (AI) and machine learning (ML) services to your B2C service application to deliver even richer insights to agents.

  • Use AI to determine the best response based on inputs like customer sentiment, purchase history, or behavioral data.
  • Give agents the information they need to consistently deliver personalized service experiences, boosting customer loyalty and retention.
The Agent Insights panel offers recommendations to help customer service agents resolve issues quickly and efficiently.
By embedding AI into the Agent Insights panel, you can improve the recommendations and responses your agents receive.

Learn more about Oracle Service solutions.