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Oracle B2B Service

Oracle B2B Service helps improve visibility and collaboration between sales and service teams throughout the lead-to-renewal cycle. This integrated service solution enhances communication and differentiates customer service experiences.

Discover Oracle B2B Service in this product tour.

Advertising and CX innovations

Oracle Service innovations—A new B2B customer service experience

Revolutionize customer service with intelligent, automated solutions for both agents and customers. Stay in step with easily deployed, scalable digital customer self-service capabilities and conversational, guided agent experiences.

Explore Oracle B2B Service

Digital customer self-service

Elevate CX to the next level. Predict customer needs and deliver automated, tailored service anytime, anywhere. Seamlessly route requests between a digital assistant and a human agent quickly, providing accurate, personalized service.

Oracle Digital Assistant

Use chatbots focused on a range of tasks across CX, HR, finance, inventory, and supply chain to connect skills from across your company to resolve complex issues. Oracle Digital Assistant automatically routes requests to the correct chatbot and provides a seamless, connected flow for the customer.

Proactive web inlays

Provide fast, accurate service throughout your website. Offer customers the choice to chat with an agent or search your knowledgebase while browsing your website.

Live chat

Build better customer relationships with highly configurable and easily deployed chat rules, offering your customers the option to chat with a service agent at any time.

Video chat

Create better customer service engagements and provide the right information, advice, and guidance in any situation using one- or two-way video chat.

Messaging

Communicate with customers across a variety of social messaging platforms and SMS text.

Engagement engine

Dynamically deliver unsurpassed experiences using a set of rule-based controls and site definitions to identify and act upon common context clues.

Cobrowse

Allow service agents real-time visibility to your B2B customers’ screens to quickly troubleshoot and solve issues faster.

Live experience

Tap existing mobile and web apps to capture and analyze data across all digital interaction points. Feed customer service agents the insights needed to provide the highest level of service.


Customer service solution for your contact center

Give your contact center agents easy access to account-specific details via a consolidated, scrollable conversation thread that mimics the popular consumer apps they use every day. Manage service requests from multiple channels and collaborate with larger account teams—all from this unified and easy-to-use interface.

Complete service management

Deliver authentic customer service to your top accounts and efficiently manage service issues, all from an easy-to-access, browser-based interface.

Omnichannel framework

Provide high-touch, contextually-based, accurate responses at any time, on any channel, all while delivering a personalized, highly engaging service experience to everyone.

360-degree customer view

Stay informed on historic and planned high-value customer activities and critical issues, including upcoming renewal cycles.

Workload management

Automatically route incoming call center and helpdesk cases to the most appropriate agent to provide high-value customers with the best resolutions.

Agent knowledge

Readily provide tailored content responses for contact center agents with a comprehensive knowledge management solution.

Real-time insights

Differentiate and improve your contact center operations with actionable insights sourced from a variety of prebuilt and custom reports.

Collaboration tools

Leverage the expertise found throughout your organization through collaboration tools embedded directly into the agent console, providing much-needed historical context to all interactions.


Advanced knowledge management

Efficiently provide the right answer at the right time with an integrated set of knowledge management capabilities, including advanced natural language processing (NLP) search, flexible content authoring and publishing tools, comprehensive analytics, and a variety of self-service and agent-facing knowledge applications.

Knowledge article creation

Quickly create knowledge articles and deliver the best answers quickly with an easy-to-use authoring tool and rich media support.

Intelligent, contextual search

Go beyond static FAQs with search functionality that suggests answers based on previous interactions or service requests. Advanced natural language processing search makes it easy to find answers through natural conversations.

Global knowledge and language management

Provide global users with a seamless experience, no matter their language of choice. Easily translate articles across multiple touchpoints with side-by-side translation comparisons.

Powerful native integrations

Configure, deploy, and integrate with Oracle Digital Assistant quickly and easily to seamlessly access existing Oracle Knowledge Management articles—with no additional coding required.


Intelligent Advisor—advice and decision automation

Tailor your support and advice throughout the customer service experience. Provide a new level of automated, personalized advice, with detailed analytics for full understanding and transparency.

Self-service advice

Provide customers with self-service capabilities for both simple and complex requests.

Advice authoring

Put the power to configure advice experiences in the hands of subject matter experts and business users.

Agent guidance

Guide customer service agents to provide consistent and personalized advice and decisions across all channels, in any language.

Advice analytics

Improve the customer service experience and gain valuable insights with channel interviews and decision analytics.

Decision services

Reduce risk by easily integrating intelligent decision-making into your existing systems and workflows.

Decision compliance

Remain compliant by transparently providing, recording, and explaining all advice and decisions.

New native integrations

Configure, deploy, and integrate with Oracle Digital Assistant quickly and easily to seamlessly add Oracle Intelligent Advisor advice and decision automation capabilities—with no additional coding required.


Service monitoring for IoT-connected assets

Monitor Internet of Things (IoT)-connected assets through your contact center. Track the location, health, and utilization of your assets—in real time—reducing overall maintenance costs. Customer service agents can view assets and analytics on their console and immediately start resolving issues.

Monitor remote assets

Use this end-to-end customer service center solution for all IoT-enabled assets, devices, and subcomponents.

Manage incidents automatically

See connected asset incidents in real time from your contact center. Automatically create incidents from connected device data, based on predefined thresholds and conditions.

Control assets remotely

Monitor assets and manage incidents remotely from your contact center with full integration to Oracle Service and Oracle Knowledge Management.

Proactive maintenance

Proactively respond by having incident data from IoT-enabled devices raise alerts in the contact center and automatically assign them to customer service agents so that they are handled.


View all customer successes

Oracle B2B Service customer successes

Customers across various industries use Oracle B2B Service to provide a differentiated customer service experience to high-value customers.

Banco de National logo
Badger Daylighting logo
SGS logo
AON logo

AON consolidates service, sales, and marketing to serve customers better with less administration.

Key benefits—B2B customer service

  • Simplify customer service agent onboarding and reduce turnover

    Reduce the time needed to get new agents up to speed with an intuitive console that mimics popular B2C consumer applications they use every day. Improve contact center productivity and reduce turnover by providing agents with accurate, contextually relevant, and comprehensive account information—all in one activity feed.

    How to consumerize the B2B service agent experience

  • Eliminate data silos to resolve cases faster and provide consistent service across teams

    Give agents access to back-office data and processes directly from their agent console to simplify the resolution of even the most complex customer cases. By consolidating CRM and back-office interactions into one searchable, scrollable conversation thread, your agents can deliver consistent, relevant customer service experiences.

    How to offer consistent, connected customer service

    Learn more about CRM and back-office connectivity

  • Harness the power of collaborative problem solving

    Solve problems faster by providing agents with integrated collaboration tools that support messaging, video chat, file sharing, and more. Messages are appended directly into the console’s activity feed so agents can see the full historical context of a particular engagement.

    Learn how B2B customer service excellence depends on collaboration

  • Strengthen and retain high-value relationships

    Build key customer relationships by offering superior customer service with various options—digital self-service or agent-assisted customer service on the channel of choice.

    How to provide intelligent service to high-value accounts (PDF)

    How to best blend self-service and agent-assisted service

  • Maximize customer and account visibility

    Develop and nurture the right customer and account relationships by ensuring that the right employees have access to approved customer data and reports.

Key benefits

Pricing

Oracle Sales & Service Standard edition

A complete sales and service solution that offers you sales forecasting, lead management, a mobile assistant, the ability to create service requests, and more!

Ideal for:
  • Enterprise Sales Teams
  • Incentive Compensation Management
  • Customer Data Management
  • Dedicated B2B Account Teams
Pricing

Oracle Sales & Service Enterprise edition

Take sales and service to the next level with pre-built connections to sales planning, customer service, CPQ, Marketing, and more. Include channel partners with a full-featured Sales solution as well.

Ideal for:
  • Enterprise sales teams
  • Channel sales programs
  • Connected Sales & Marketing
  • Enterprise B2B Customer Service
Pricing

Oracle Sales & Service Premium edition

Access advanced features and tailor the Sales and Service experience with data models, user experiences, and process flows designed specifically for your industry.

Ideal for:
  • Enterprise Sales Teams
  • Enterprise B2B Customer Service
  • Industry-specific use cases
  •  
Pricing

For additional pricing information, contact us. Minimum of 10 users.

February 22, 2021

Consumerizing the B2B service agent experience

Carrie West, Sr. Product Marketing Manager, Oracle

The customer service agent console has not changed much. It hasn’t kept up with the nifty, B2C applications that contact center agents use (and love) in their personal lives. It’s cumbersome, not intuitive, 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 post

Featured blogs

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Resources

Cloud readiness

Release readiness

Get up to speed on the latest releases of Oracle B2B Service and ensure that your upgrade is successful. Review the latest features, including the innovations, capability overviews, business benefits, setup considerations, and usage tips.

Documentation

Documentation

Oracle offers a wide range of documentation, videos, and tutorials that will help you learn more about Oracle B2B Service. You'll find all of these resources and more in the Oracle Help Center.

Additional documentation and tutorials

Cloud learning

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.

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, marketing, and service cloud solutions—directly to Oracle development.

CX Cloud marketplace

CX Cloud Marketplace

Power innovation with Oracle’s partner applications and services. Find the most comprehensive list of sales, service, and marketing cloud applications in the Oracle Cloud Marketplace.

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.

Additional solutions you may be interested in...

Oracle Field Service

Optimized field service management

Oracle B2B Marketing

Personalized marketing automation

Oracle Sales

Much more than sales force automation

Oracle Service Logistics Cloud

Connect customer service and supply chain

Get started


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