Deliver convenient, always-on customer service engagement using the channels your customers prefer most. Oracle’s digital customer service tools work across agent-assisted and self-service workflows, giving customers the option to seek answers on their own or speak directly to agents through live webchat, screen-sharing, video chat, or messaging platforms.
Oracle Digital Customer Service makes it easy for customers to interact directly with service teams and improves the self-service experience, providing customers with contextual advice and recommendations across the channels they prefer to use.
Expedite issue resolution and reduce costs by deflecting common customer inquiries to your branded, personalized self-service help center.
Curate a branded digital service experience using Oracle Visual Builder. Use pre-built templates and low-code tools to embed capabilities and enable business objects from Fusion Service and other Oracle Cloud Applications.
Provide 24/7 access to purchase history, product details, service requests, knowledge articles, and subscription information. Enable customers to quickly find answers, chat or talk to an agent, and schedule on-site service.
Establish business rules to engage—in real time—with website visitors. Capture visitor data and launch actions such as inserting content and triggering events throughout the entire engagement experience.
Oracle Digital Assistant provides personalized answers and executes transactions from multiple systems, just as a skilled human agent offers expert advice to resolve customer inquiries.
Deliver a menu of digital service options to give customers fast, efficient issue resolution—including seamless integration with Knowledge Management and Intelligent Advisor
Level up your digital assistant by adding prebuilt skills from the skills library or building your own using one of the many available skills templates. Skills use a multilingual NLP deep learning engine, a powerful dialogue flow engine, and integration components to connect to back-end systems such as ERP, supply chain, and CRM.
Define and launch business rules to identify which customer inquiries should be sent directly to a live human and which can be efficiently solved by an intelligent digital agent.
Enable your customers to reach agents via phone and web. Give agents access to the tools and the relevant information to rapidly handle customer issues.
Embedded “click-to-call” or “meet me” calls-to-action get customers connected to agents in seconds. Choose to enable voice-only, one-way video (either agent-to-customer or customer-to-agent), or bidirectional video.
When chat, voice, or video are not enough, enable your agents to see what the customer sees on their browser, application, desktop screen, or mobile device.
Instantly present relevant customer information when agents are connected to customers in a conversational user interface and use native recording for quality assurance or transcription purposes.
With Oracle Service’s automated solutions, brands can give customers the power to easily find information and answers to their questions or engage with a live person when necessary.
Oracle offers solutions across multiple applications and customer touchpoints to help businesses connect data across service, marketing, sales, commerce, loyalty, finance, and supply chain. Customers receive more personalized and holistic service experiences, as well as more immediate problem resolutions, without having to engage a company at multiple touchpoints.
Help agents focus on high-value interactions by providing guided assistance, next-best-action recommendations, and automation for routine processes—all from within a single desktop application. Agents have more time to focus on high-value client relationships and revenue-generating opportunities.
See how Johnson Controls is driving service change to benefit its customers, Accenture is mitigating risk with AI and chatbots, and Oracle Service is helping our customers and partners to fully optimize the customer service experience.
Nicola Fairhead, Content Marketing Specialist, Oracle Advertising and CX
Delivering effortless, omnichannel customer experiences is nearly impossible without effective customer service. Here are six ways you can support and satisfy not just your customers, but your agents as well.Read the blog
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.
Oracle offers a wide range of documentation, videos, and tutorials that will help you learn more about Oracle Digital Customer Service (part of Oracle B2C Service and B2B Service). You'll find all of these resources and more in the Oracle Help Center.
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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.