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Populære spørgsmål

Oracle Service

Oracle Service gives the ability to predict the need for service, automate processes, and deliver tailored responses, while balancing self-service and assisted customer service models. It offers powerful and intelligent B2B, B2C, and field solutions that allow customers to receive the service they want, when, and where they need it.

The Future of CRM The Future of CRM

Learn how the future of CRM is ushering in a new era of automation to help marketing, sales, advertising, and service teams.

Oracle named a Leader 10 years in a row Oracle named a Leader—10 years in a row

Read the 2021 Gartner Magic Quadrant for CRM Customer Engagement Center and learn how Oracle Service helped organizations adapt to COVID-19 quickly.

Become digital-first Webinar: Change Your Service Strategy to Become Digital First

Speakers from Razer join our roundtable discussion on October 27 at 10:00 a.m. PT to walk through self-service strategies, process automation, and advanced conversational AI capabilities.

Explore Oracle Service

Deliver frictionless customer service

Provide innovative and immediate service to customers through their preferred channels. Oracle B2C Service is a set of customer service solutions that leverage AI and machine learning to help service teams rapidly complete repetitive tasks so they can focus on delivering expert, tailored customer experiences.

Featured products

Connect your team’s view of high-value accounts

Improve visibility and collaboration between sales and customer service teams through the entire lead-to-renewal cycle. Oracle B2B Service is an integrated customer service solution that enhances communication and differentiates customer experiences

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Provide complete field service management

Improve field service management with a set of intuitive, AI-powered tools for routing, scheduling, and managing field service technicians. Oracle Field Service makes it possible for field workers to deliver efficient and on-time customer service experiences every time.

Modules

Transform customer service delivery with one, unified platform

Make critical connections between data, workflows, assets, and service teams. Use Internet of Things (IoT) monitoring to self-heal assets, diagnose problems, or trigger and manage a field service event. Link service inventory and logistics to contracts, warranties, and subscriptions as well as to billing, ecommerce, quoting, and sales performance management so field service techs can drive additional revenue.

Service management features

Why choose Oracle Service?

Offer the right service anywhere, anytime

Balance self-service and assisted customer service to build meaningful relationships on your customers’ preferred communication channels. Deliver an always-on, personalized, and seamless customer service experience through a variety of digital tools, allowing your service agents to focus on escalated and/or more complex issues.

Automate and scale customer service

Enhance CX through AI-driven predictive service capabilities, process automation, and tailored responses designed for specific customers at their exact time of need. With Oracle Service, you can simultaneously streamline your customer service strategy, accelerate business transformation, and delight your customers.

Simplify the human side of customer service

Remove complexity for your contact center agents and field service technicians. Through unified applications, prescriptive and intuitive user interfaces, and the power of AI, your customer service teams can focus on building stronger relationships and delivering a better overall customer experience.

Empower your field service team

Improve the entire field service management process with an end-to-end solution that boosts visibility and productivity. Oracle Field Service improves customer communication, reduces no-shows, boosts on-time arrivals, supports subscription service models, and ensures that problems are fixed right—the first time.

Guardian Life unifies service channels

Guardian Life unifies their B2B and B2C customer service channels with Oracle Service

Guardian Life unifies their customer service model, providing agents with a customer 360 view, transforming to an organization that’s laser-focused on agent and customer experience.

Oracle Service customer successes

Learn why companies across all industries use Oracle Service to deliver differentiated and meaningful customer service experiences. Click on a logo to learn more.

Take a tour of Oracle Service in these interactive tours

Customer experience for B2B

Make every customer interaction matter using our connected suite of B2B applications to help you create, manage, serve, and nurture lasting customer relationships.

Customer experience for B2C

Deliver a cohesive, personalized customer experience tailored to your customers and prospects throughout every marketing, commerce, and service interaction using our connected suite of B2C applications.

Unity customer data platform

Bring together data from all sources across marketing, sales, and service as well as finance, supply chain, and HR to create a single, dynamic view of your customer with Oracle Unity Customer Data Platform.

June 18, 2021

Oracle named a Leader in the 2021 Gartner Magic Quadrant for CRM Customer Engagement Center for the 10th year in a row

Carrie West, Sr. Product Marketing Manager, Oracle

It’s a new era of customer experience. To meet the needs of this new era, Oracle set a new vision for our service solutions. Our goal is to provide the tools you need to deliver what we call Customer Experience 3.0. With it, your customers can proactively receive service on the channel of their choice (digital, human—it doesn’t matter) with the overwhelming majority of service requests met immediately with the help of service automation.

Read the complete post

Featured blogs

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Make every customer interaction matter with intelligent service

Deliver relevant, connected customer interactions

Personalize interactions with a 360-degree view of customers. Seamlessly connect touchpoints across digital channels, contact centers, and field engagements.

Nothing’s impossible if you have the right data

Delight customers with engagement choices

Drive value, brand equity, and effectiveness by offering customers various choices to engage across all channels—anywhere, and any time.

How I fell in love with my cable company

Ensure authentic, accurate, and tailored responses

Consistently give a single, correct answer with superior knowledge management, web, and mobile self-service capabilities.

Connected, intelligent B2B service

Intelligent, personalized, simplified B2C service

Cut costs and streamline service with automation

Predict, augment, and optimize the customer experience (CX) and improve resource utilization using automation and intelligence.

Bosch Thermotechnology reduces travel time and boosts call rate

Connect data across the front- and back-office

Provide a unified view of your business and empower your customer service agents, who are on the front line of CX, to meet and exceed customer expectations.

Bring service and supply chain teams together for better CX

Resources

Cloud Readiness

Release readiness

Get up to speed on the latest releases of Oracle B2B Service and Oracle B2C 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 Service. You'll find all of these resources and more in the Oracle Help Center.

Cloud learning

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.

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

Support and Services

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

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.

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