Oracle Service Center

Unified agent desktop

Monitor and improve the efficiency of your 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 front- and back-office applications, while providing industry-leading stability, scalability, and flexibility.

Highly configurable

Customize the desktop to meet your unique business requirements—without the need for extensive third-party applications or integrations.

Productivity features

Improve service agent efficiency and resolve issues faster with easy, scripted workflows to capture critical customer information and guide them to the next-best step.

Agent analytics

Design your own role-based dashboards and reports to track agent activity. Or choose from more than 1,000 best-practice reports to understand and improve the efficiency of your service teams.

Robust omnichannel framework

Make authentic customer connections at any time, on any channel. Deliver a personalized, branded 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

Understand and provide assisted service to high-value visitors with proactive engagements and sophisticated skill-based routing to deliver the best possible experiences.

Messaging and SMS

Reach your customers on their preferred channels, at their preferred times, without disrupting agent productivity.

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 workflow

Deliver the best possible service for each individual through dynamic task-based workflows that adjust to agents’ skills, situational context, and customer sentiment.

Efficient queuing and routing

Add efficiency to your call center by using standard assignment and round-robin queuing.

Contextual workspace

Deliver consistent service—no matter the agent—with added flexibility to adapt your helpdesk to evolving business needs.

Task automation

Eliminate repetitive work through automated updates, responses, escalations, and assignments to reduce the number of costly errors and agent churn.

Frictionless agent knowledge

Deliver tailored responses at the right time.

Contextual experiences

Configure knowledge to fit your business’s and agents’ needs with guaranteed consistent and accurate answers.

Rich knowledge authoring

Build agent and customer experiences consistent with your brand look-and-feel by using WYSIWYG content editors, rich text, and HTML support.

Precise search capabilities

Guide users one step at a time through search, regardless of language or phrasing.

Guided assistance and support

Guide agents through a series of questions and answers to quickly diagnose issues and troubleshoot problems.

Standardize troubleshooting

Help agents serve customers quickly with guides to help them diagnose issues, troubleshoot problems, and provide the best answers.

Multichannel deployment

Support customers in their preferred channels. Deliver guides and manuals 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.

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.

• Solution brief: Monitor Service Operations (PDF)
• Blog: 3 Customer Service Lessons from Pella Corporation