Proactive and predictive care: Resolve issues faster, increase customer satisfaction
Resolve issues faster, deliver on your customer service goals, and exceed expectations using an intelligent, data-driven approach to customer care. Oracle Digital Experience for Communications—Care experience helps you create positive customer engagements, reduce cost of service, and turn service engagements into upsell and cross-sell opportunities.
Why choose Oracle Digital Experience for Communications—Customer care?
01Make it easy for customers to self-serve
Offer self-service options and digital-first experiences that give your customers the opportunity to reach out at the time and channel of their choosing—chatbot, conversational UI, or enhanced search capabilities.
02Deliver personalized customer care
Understand the behavior and intent of your customer using a digital customer profile that helps you better engage with them and personalize their experience.
Understand your customer through their customer data profile
03Offer full 360-degree digital customer service
Improve agent productivity and efficiency. Offer full self-service customer care across billing, orders, offers, and subscriptions via omnichannel interactions on your website, digital assistants, mobile apps, and more.
Analysys Mason technical paper: Intelligent, personalized, and data-driven CX
04Upsell and cross-sell
Build your customer service center into an opportunity for business growth by enabling your support agent to make highly relevant offers to customers based on their care needs.
Vodafone Portugal upgrades customer service with Oracle
See how Vodafone Portugal was able to boost customer satisfaction and improve employee productivity.
Oracle Digital Experience for Communications—Customer care features and benefits
Deliver on your customer service goals and exceed expectations using an intelligent, data-driven approach to customer care.
Predictive analytics
Predict each subscriber’s propensity to churn with calculations based on usage and consumption patterns and billing activities. Based on those analytics and insights, your agents can provide prioritized and personalized next-best action recommendations that help you meet retention goals.
Digital service
Deliver full or self-service customer care across billing, orders, offers, and subscriptions via omnichannel interactions on your website, digital assistants, apps, and more. Capture and share information from a single repository and resolve complex support issues quickly while providing specific solution guidance for each customer.
Comprehensive care
Provide comprehensive care to each customer without redirecting them to different channels or agents by using data to predict and avoid support issues. Create positive customer engagements, reduce cost of service, proactively identify potential customers who may churn, and turn service engagements into upsell and cross-sell opportunities.
Subscription Management
Empower your customers to be self-sufficient. Provide assisted and unassisted channels for customers to manage the full life cycle of their subscription services, including moves, adds, deletes, and more.
Agent dashboard
Respond quickly and intelligently with highly relevant and personalized information and next-best-action recommendations based on current usage, similar subscriber uptakes, and overall customer retention goals. Equip your agents with a comprehensive customer 360 dashboard that aggregates relevant customer information from sales catalog, billing, order management, payments, and other systems.
Field service management
Manage your mobile workforce using AI scheduling and machine learning to quickly adapt to schedule changes, street-level routing updates, and customer needs. Centralize your field service operations and enable your agents to communicate with teammates to get the job done efficiently, even when in the field.
Discover the core capabilities of Digital Experience for Communications.
Use data and AI to launch offers, acquire and retain customers, deliver omnichannel commerce and customer care, and fulfill and monetize services at scale.
"With Oracle Field Service, I now have full visibility into what's taking place out in the field, and that makes all the difference in delivering a superior and profitable customer experience."
Accelerating progress: The new norm for communications providers
John Katsoulis, Senior Manager, Content Marketing Strategy, Oracle Advertising and CX
Opportunities to better serve your customer and provide them the best customer experience prove critical to success for all business, but increasingly so for communications providers. See what the future holds for your business as CX solutions help you move to regaining market share and ensuring customer satisfaction and loyalty.
Read the Accelerating progress blogFind resources and more
Deliver personalized, omnichannel, connected experiences
Understand the behavior and intent of every customer using a digital profile with real-time, actionable insights—allowing you to better engage and personalize their experience.
Gaining agility and beating disruptors at their own game
How can you develop an agile business and operations environment to compete and thrive in the digital economy?
Discover what Oracle Digital Experience for Communications can do for your business
Find out how our complete SaaS solution can help you improve customer experience.
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