Oracle B2C Service

Digital customer self-service

Offer flexible, immediate service with a human touch across a wide variety of digital channels. Let your customers easily help themselves, accessing the right answers quickly in a manner that best suits their needs.

Oracle Digital Assistant

Offer the instant responses customers value through a conversational, AI-driven interface.

Proactive web inlays

Integrate service throughout your website so customers never have to search for how to get help. Provide them with the choice to chat or search for answers while continuing to browse your website.

Live chat

Build human connections with your customers. Let them connect with a customer service agent whenever they need to, using a set of highly configurable, easily deployed chat rules.

Video chat

Better understand situations, resolve issues completely, and answer questions directly through online, face-to-face interactions.

Messaging

Connect with your customers on their preferred channels. Engage individuals across a variety of social platforms as well as SMS text.

Engagement Engine

Improve customer service experiences with rule-based controls that let you dynamically deliver the best possible outcomes for your customers.

Cobrowse

Offer customized advice and guide customers through complex issues by simultaneously browsing with them through a website, a document, or online application.

Live Experience

Elevate the customer experience by capturing and analyzing data across a variety of digital interaction points. Feed best-skilled agents the insights needed to provide targeted offers and resolve problems quickly.

Service in the contact center

Simplify the human side of service by giving your contact center agents the tools they need to focus on customers. Provide outstanding experiences through unified applications, prescriptive user interfaces, and AI-assisted interactions.

Agent desktop

Give contact center agents a customizable interface they can easily use to deliver beneficial and authentic customer experiences.

Omnichannel framework

Make authentic customer connections at any time, and on any channel, while delivering a personalized, branded service experience to every individual.

Workload management

Automatically route incoming calls and helpdesk cases to the most appropriate agent based on your established requirements and business rules.

Agent knowledge

Make the best information readily available so call center agents can easily provide tailored responses during every interaction.

Guided assistance

Help your contact center agents efficiently diagnose issues, solve problems, and navigate their day-to-day interactions.

Feedback management

Consistently capture the voice of the customer across all channels and consolidate their feedback into meaningful action items.

Real-time insights

Make better decisions on how to improve your contact center operations by using a variety of prebuilt and custom reports.

Clean, complete customer data

Consolidate account and contact information from multiple sources, standardize addresses, resolve duplicate record issues, and provide accurate customer profiles that service professionals can trust.

High-value data

Give your sales, marketing, and service teams easy access to accurate and relevant customer data. Discover and resolve duplicate records and consolidate them across your entire business for one consistent customer view.

Data enrichment

Fill gaps and update customer profile data with AI-sourced, second- and third-party information, providing your service professionals with valuable customer insights.

Data-powered business

Provide real-time customer data to marketing, sales, and service so they can support the entire customer lifecycle in a consistent manner.

Advanced knowledge management

Easily provide knowledge articles and answers to your customers across a variety of channels. Automate and leverage the power of machine learning to present different types of knowledge for different problems at different times.

Knowledge creation

Unify your responses, create consistent answers, and provide them to the largest audience possible using standardized approaches and templates.

Contextual, intelligent search

Eliminate time wasted hunting for the right answer. Proactively suggest contextual answers based on previous interactions or service requests.

Global knowledge and language management

Provide global users with seamless customer experiences in different languages, including article translation and language comparison.

Intelligent Advisor—self-service advice and guidance

Automate advice and decision-making to provide the level of service your customers expect. With business users creating the rules, quickly adapt to changing customer expectations, while tracking every step in the customer’s journey with detailed analytics.

Self-service advice

Help your customer help themselves across both simple and complex requests and issues.

Advice authoring

Put the power to configure advice experiences in the hands of business users, not IT.

Agent guidance

Support call center agents in making decisions and delivering personalized advice across any channel, in any language.

Advice analytics

Understand and improve the customer experience and gain valuable customer insights through channel interviews and decision analytics.

Decision services

Ensure your business remains compliant by transparently recording, providing, and explaining all advice and decisions.

Decision compliance

Easily integrate intelligent decision-making processes into your existing systems and workflows.

Content management

Meet your customers on their terms and deliver a consistent experience across every channel. Create, curate, and deliver the right content to them, wherever they are.

Content and recommendations

Quickly assemble the right content to build highly personalized customer experiences with a smart-authoring platform that leverages AI and machine learning to seamlessly tag and augment content.

Advanced video support

Create and manage attention-getting videos that keep viewers engaged. Streamline processes with easy-to-use video tagging, collaboration, and publishing solutions.

Omnichannel delivery

Put the right content in the right place on the right channel. Make it available whenever and wherever customers interact with your brand.

Collaboration and workflow

Collaboratively assemble world-class content. Teams and workgroups can work in tandem to deliver exceptional experiences.

Flexible integration and scalability

Use available integrations to create and add content through a variety of popular applications. Augment your CX content features with AI-based smart authoring and digital asset management.

Unified customer intelligence

Extend the traditional customer data platform (CDP) into a complete customer intelligence platform. With built-in AI and machine learning, Oracle Unity helps you connect data to create a single, dynamic view of each customer and optimize the customer experience (CX)—across marketing cloud, sales cloud, service cloud, and commerce cloud.

Unified customer profile

Bring all customer data together to form a unified, 360-degree profile. Gather customer signals and apply them to the customer profile in real time for the most up-to-date information about your customer in every moment.

Profile enrichment

Enrich first-party data with smart data. Calculate key indicators from your first-party data, such as propensity to churn and customer lifetime value. Add attributes from second- and third-party data sources for a better understanding of your customers.

Segmentation

Leverage intelligent segmentation to identify customer behaviors and intent so that you can determine the best communication channel, improve customer relationships, and drive better cross- and up-sell opportunities.

Customer analytics

Measure customer engagement and improve customer lifetime value using AI and machine learning to model, predict, and recommend the optimal experience and derive the next-best customer action for each individual.

Personalized experiences

Use actionable intelligence to orchestrate the best experience for every individual and maintain context across their entire customer journey. Oracle Unity integrates seamlessly into other customer experience (CX) applications for faster time to value.