Oracle Service Center
Give contact center agents all the information they need and the ability to manage interactions from across channels in a single interface. Oracle Service Center consolidates customer data across digital channels into a unified agent desktop that empowers your agents with context, improving agent efficiency.
Essential Strategies for Contact Center Management (PDF)
See how proper service center management can lead to 40% higher employee and customer satisfaction scores.
Explore Oracle Service Center
Oracle Service Center helps service agents deliver faster, accurate, and more consistent customer resolutions with recommendations based on your organization's established best practices. Consolidating all relevant customer information into one view helps your agents to be more productive and create authentic customer connections.
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.
Insights panel for customer service agents
The Agent Insights panel guides agents to the information they need to solve customer problems and recommends the next action to take during an interaction.
Reduce call handle time for customers
Guide customer service agents with recommended actions that they can execute with a single click, directly from their workspace.
Make customer data easy to find
Connect artificial intelligence (AI) and machine learning (ML) services to your B2C service application to deliver even richer customer insights to agents.
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.
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.
Useful reporting and insights
Make better service decisions with prebuilt or custom reports based on your organization’s best practices.
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.
Key benefits of Oracle Service Center
01Resolve issues faster
Help service agents deliver faster, accurate, and more consistent customer resolutions with dynamic recommendations based on your organization's established best practices.
Help agents spend less time clicking and more time on customer service
02Simplify the agent experience
Our new integration between Oracle Unity Customer Data Platform and Oracle B2C Service consolidates data from a variety of sources to give customer service agents a complete, consolidated, and dynamic customer profile.
03Improve 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.
04Eliminate 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.
4 steps for embracing change and finding success in a shifting service landscape
Rhianna Albert, Oracle CX Service Lead, Accenture
It’s up to service leaders to adapt to the shifting landscape—and embrace the opportunities this shift provides.
Hitting strategic goals during times of uncertainty can be a daunting task, but it can be accomplished if you follow a few steps to help you effectively manage those new opportunities and give you the best chance for success.
Read the blogResources
Best practices and resources
Find best practices and useful resources that can help you make the most of your Advertising and CX products. Whether you’re a new customer or are looking for ways to optimize or expand your implementation, you can find what you need.
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 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.
Oracle 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.