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Oracle Service Center
Give contact center agents easy access to critical information and the ability to manage interactions from all channels in a single interface. Oracle Service Center is a service request management solution that drives agent productivity and authentic customer connections.
See what Oracle Service Center can do for you.
Explore Oracle Service Center
Unified agent desktop
Monitor and improve the efficiency of your customer service teams. Design your own, role-based dashboards or choose from more than 1,000 best practice reports to track agent activity.
Single platform
Improve service insights and reliability with a platform that connects data between CRM and back-office systems while providing industry-leading stability, scalability, and flexibility.
Highly configurable
Customize the agent console to meet your unique business requirements—without the need for extensive third-party applications or integrations.
Decluttered agent desktop
Empower B2B customer service agents to access all service requests, account data, and knowledge management and collaboration tools within a completely intuitive user interface. Our new B2B agent console mimics familiar consumer apps with its searchable, scrollable conversation thread.
Productivity features
Improve customer service agent efficiency and resolve issues faster with easy, scripted workflows, proactively generated recommendations, and next-best–action suggestions to capture critical customer information and guide agents to the next-best step.
Agent analytics
Design role-based dashboards and reports to track agent activity. Or choose from more than 1,000 best practice reports to understand and improve your customer service teams’ efficiency.
Robust omnichannel framework
Engage with your customers at any time—on any channel—including email, chat, phone, video/visual engagement, text messaging, and more. Deliver a personalized, branded customer service experience to each individual.
Integrated telephony and universal queuing
Automatically recognize individual customers and load only the information and screens relevant to meet the needs of the person you are communicating with.
Proactive live chat
Proactively engage with high-value visitors through assisted digital customer service using sophisticated skill-based routing to deliver the best possible experiences.
Messaging and SMS
Use the most popular messaging platforms to provide faster and more direct help, leading to better resolutions and more satisfied customers.
Video chat
Deepen customer relationships by engaging face-to-face through bidirectional video chat through the same agent interface.
Cobrowse
Solve problems faster by allowing agents to see exactly what your customers are seeing, with just the click of a button.
Effective workload management
Automatically route incoming call center and helpdesk cases to the best agent based on your business rules and requirements.
Improved interaction workflows
Leverage dynamic, task-based workflows that adjust to each agent’s skills, situational context, and customer sentiment to deliver the best possible customer service to each individual.
Efficient queuing and routing
Make your call center more efficient by using standard assignment and round-robin queuing.
Contextual workspace
Deliver consistent service—no matter the agent—with added flexibility to adapt your contact center to evolving business needs.
Collaboration tools
Leverage all the organizational expertise through a set of collaboration tools—embedded directly into the agent console—that provides the data and historical context of all previous and relevant interactions.
Task automation
Eliminate repetitive work through automated updates, responses, escalations, and assignments to reduce the number of costly errors and agent turnover.
Frictionless agent knowledge
Customer service agents can access a self-learning, advanced knowledgebase powered by Oracle Knowledge Management to receive relevant, tailored responses to their questions.
Contextual experiences
Configure your knowledgebase to fit business and agent needs with guaranteed consistent and accurate answers.
Rich knowledge article authoring
Improve both agent and customer experiences with branded knowledge articles using WYSIWYG content editors, rich text, and HTML support.
Precise search capabilities
Provide users with accurate, self-service guided search capabilities, regardless of language or phrasing.
Guided assistance and support
Let service agents and customers locate answers or text explanations by selecting responses from question branches in guides. Agents can quickly find information to provide to customers when working with them on the phone, when responding to an incident, or when chatting.
Standardize troubleshooting
Help agents provide quick and accurate customer service using guides to diagnose issues, troubleshoot problems, and provide the best answers.
Multichannel deployment
Provide guides and manuals to customers anywhere—on the web, in the contact center, via email, or in chat sessions.
Multimedia support
Work with customers using the the content they prefer, such as pictures and multimedia, to add context and help resolve questions quickly.
Feedback management
Capture and act on real-time customer feedback across multiple channels, including web, social, and contact center touchpoints.
Proactively solicit feedback
Create and publish surveys that proactively gather customer feedback after call center interactions to better understand and improve service engagements.
Provide agent feedback
Provide agents with direct insight into customer satisfaction levels to improve the service experience.
Automated follow-up
Speed up issue resolution with immediate, automated follow-ups, such as creating incidents for other contact center agents or departments.
Detect customer sentiment
Quickly identify potential unhappy customers and prioritize for follow-up. Classify customer sentiment into specific categories for immediate action.
Real-time, actionable insights
Make better service decisions using a variety of best practice-based, prebuilt, and custom reports.
Custom reporting
Create the right reports for your business. With report designer, you have a high-level view of your customer service organization, customized to the way you want to view it.
Real-time monitoring
Understand your agent interactions and view their activity—in real time—across multiple channels with supervisor-level dashboards.
Contact center customer successes
Oracle helps some of the best businesses build the best customer interactions and experiences with a powerful service cloud offering.
Smiths Medical’s contact center agents are laser-focused on customers with their unified service solution.
Key benefits—contact center agent console
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Resolve issues faster
Help service agents deliver faster, accurate, and more consistent customer resolutions with dynamic recommendations based on your organization's established best practices.
Learn more about Oracle Service Center’s new features designed for your service agents
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Simplify agent onboarding
Reduce the time needed to train agents while improving first-time resolution rates and providing better customer experiences. Our new unified B2B agent desktop combines all interactions into one consolidated activity feed that works like familiar consumer apps, helping new agents get productive quickly.
Learn how to simplify agent onboarding and retain the agents you have
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Improve 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.
Blog: How one warehouse retailer increased agent productivity
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Eliminate 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.
Consumerizing the B2B service agent experience
Carrie West, Sr. Product Marketing Manager, OracleThe customer service agent console has not changed much in the past few years. It hasn’t kept up with the sleek, intuitive B2C applications that contact center agents use (and love) in their personal lives. It’s cumbersome and not fun to work on. Until now. Oracle's done something entirely new to improve the B2B service agent experience, and we’re excited to share it with you.
Read the complete postResources
Release readiness
Get up to speed on the latest releases of Oracle Service Center (part of B2C Service) and ensure that your upgrade is successful. Review the latest features, including the innovations, capability overviews, business benefits, setup considerations, and usage tips.
Overviews and demos
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.
Additional documentation and tutorials
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.
Additional information:
Develop your Cloud 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.
CX 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
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.
Additional best practices
Additional solutions you may be interested in
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