Oracle Service Center

Enhance agent productivity and streamline customer interactions with Oracle Service Center. Consolidate customer data spanning your digital engagement channels and back-office systems into a unified agent workspace and equip your agents with valuable context and tools to improve their efficiency.

Explore Oracle Service Center

Oracle Service Center helps service agents deliver faster, accurate, and more consistent customer resolutions with recommendations based on your organization's established best practices. Consolidating all relevant customer information into one view helps your agents to be more productive and create authentic customer connections.

Dynamic agent workspace

Empower customer service agents with a modern, conversational UI built to support a range of service types, from high-velocity transactional service inquiries to complex, long-running service engagements.

Configurable agent user experience

Personalize the agent experience by consolidating relevant data, related objects, and productivity tools into a single view with a smart action bar to access hundreds of resolution actions with one click.

Enhance data visibility

Make service history, past conversations, and customer data from CRM and back-office systems—such as contracts, billing, and supply chain—visible to agents without toggling between screens or applications.

Omnichannel engagement

Oracle Service Center supports all the digital customer service channels your customers prefer to engage with, including email, chat, phone, video, SMS messaging, and more, from the same screen.


Productivity tools

Configure how customer inquiries should be routed to your service teams and then empower your agents with knowledge management, decision automation, and collaboration tools to improve efficiency and reduce errors.

Streamline workflows and automate tasks

Route incoming customer service inquiries or employee help desk cases to the best available agent based on your business rules and requirements. Then use task-based workflows to eliminate repetitive work by automating updates, responses, escalations, and assignments.

Swarm issues to accelerate resolution

Enable agents to reach across departments and tag in subject-matter experts to get help fast and reduce customer wait times. Oracle Service Center integrates with Slack and Microsoft Teams, enabling cross-team conversations without leaving the agent workspace.

AI-fueled service delivery

Embed decision automation capabilities, plus AI-generated suggestions for knowledge articles and next-best actions to scale best practices, enforce business rules, and guide agents to provide consistent service outcomes.


Case management

Enable case managers to manage complex and sensitive service issues with multiple stakeholders. Deliver consistent, compliant interactions with customers, employees, and citizens, no matter how they engage or who they interact with.

Intuitive user experience

Easily locate customer information, take actions, and complete activities quickly with fewer clicks and less effort. Predictive search anticipates what a case manager wants to do next while a conversational interface lets them express their needs in plain language.

Smart actions and plans

Enable case managers to build action plans and workflows as well as create and assign tasks across the business. Contextual suggestions for next steps based on rules and patterns of similar users, cases, and circumstances help ensure consistency and integrated process automation and support long-running, complex situations that may require many steps or data from other systems.

Consistent, personalized interactions across digital channels

Empower customers and citizens to interact on the channel of their choice, such as text, chat, mobile, web, and collaboration tools, like Slack and Microsoft Teams, with the confidence that an organization, company, or government department will have the necessary data to address their specific, unique circumstances.

Security and visibility

Collect data from every customer and citizen interaction as well as every action taken on their behalf while ensuring case managers have secure access to the information they need to consider each citizen or customer’s unique circumstances and solve problems. Deliver an at-a-glance, 360-degree view of key aspects of a customer’s or citizen’s case with connections to related people, such as family members, other employees, and other cases.


Insights and feedback

Request and act on real-time customer feedback across multiple channels, including web, social, and contact center touchpoints. Monitor and improve the efficiency of your customer service teams.

Real-time monitoring

Analyze your agent interactions and track their activity—in real time—to improve your customer service teams’ efficiency and overall impact. Design your own role-based dashboards and reports or choose from a library of more than 1000 prebuilt report options.

Capture customer feedback

Create and publish surveys that proactively gather customer feedback after call center interactions to better understand and improve service engagements. Classify customer sentiment into specific categories and quickly identify potential unhappy customers for immediate action or follow-up.


Contact center customer successes

View more customer successes

Oracle helps some of the best businesses build the best customer interactions and experiences with a powerful service cloud offering.

Key benefits of Oracle Service Center

01Resolve issues faster

Help service agents deliver faster, accurate, and more consistent customer resolutions with dynamic recommendations based on your organization's established best practices.

02Simplify the agent experience

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.

03Improve agent productivity and engagement

Increase agent productivity with intuitive tools, including agent scripting, contextual workspaces, guided assistance, and real-time analytics. Give agents a robust set of collaboration tools to find answers faster.

Packsys boosts customer service levels by 13% with Oracle

04Eliminate fragmented customer service experiences

Provide B2B customer service agents with the tools they need to solve extremely complex customer problems. With the agent console, your people can reach across departments to access information from any needed system—such as ERP, supply chain, commerce, and billing—and apply cross-functional business processes to best help customers.

Essential strategies for contact center management (PDF)

The new playbook for B2B service

Seth Singer, Outbound Product Manager, Oracle Service

Oracle partnered with Ascend2 and surveyed more than 5,000 people globally to gain insight into how customer service is perceived, the ways service impacts a customer’s overall experience with a brand, and how these consumer service experiences influence the expectations of the people we work with and for.

Read the blog

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Resources

Cloud readiness

Best practices and resources

Find best practices and useful resources that can help you make the most of your Advertising and CX products. Whether you’re a new customer or are looking for ways to optimize or expand your implementation, you can find what you need.

Documentation

Documentation

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

Customer 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.

Cloud learning

Develop your 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.

Support and services

Oracle 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.

Consulting and partner services

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.

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