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Oracle Service Cloud Products

Cross-Channel Contact Center Solutions
Provide Productive Agents Experiences

Automate and Optimize with Advanced Field Service Management

Oracle Field Service transforms the customer experience as well as the effectiveness and productivity of your field service operations. Built on time-based, self-learning, and predictive technology, this configurable solution automatically schedules and optimizes work based on your unique requirements and maintains a real-time view of the field. Using Oracle’s proven AI and machine learning capabilities, the system can adapt on the fly. Empower your mobile workforce with web-based, iOS, and Android applications and keep your customers informed throughout the entire service lifecycle.

Oracle Field Service Features and Benefits:

  • Routing and scheduling: Improve service with the industry’s most powerful routing engine. Automatically assign work without human intervention. Assign jobs based on skills, location, availability and contractual agreements.
  • Technician enablement: Equip the field with a configurable, mobile solution that supports the most complex business requirements. Increase field productivity with the right tools and information in an easy-to-use mobile application.
  • Customer communication: Automate communication with the customer before, on the day of, and after the appointment. Improve customer satisfaction by notifying customers via their preferred channel. Receive real-time customer feedback.
  • Manage and help your workforce: Improve field resource compliance with real-time monitoring. Schedule resources in a timely and efficient manner. Respond to changes in the field by leveraging the real-time location of each resource.
  • Team collaboration: Streamline communication between the back office, management and field. Enable the field to share inventory and location while communicating with peers, supervisors and the help desk.
  • Capacity management: Optimize with capacity-based booking and real-time maps to view available capacity. Understand how much work can be completed each day based on available resources, skills, work zones and work types.
Explore Oracle Field Service

Product Features

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Routing

Use machine learning and AI to get the right person to the right place at the right time. Optimize scheduling with the fastest, most efficient automation engine available.

Core Manage

Manage field operations centrally with a real-time view of the field. Improve visibility, on-time arrival, and efficiency.

Mobile

Empower field employees with everything they need to succeed at their fingertips. Choose from a browser-based mobile, iOS, or Android app.

Third-Party Workers

Seamlessly manage your in-house technicians, contractors, and contingent workers on a unified interface. Be prepared with a flexible contingent worker option.

Customer Communication

Proactively inform customers, teams, and coworkers about the status of appointments with predictive job alerts across channels. Improve customer satisfaction.

Collaboration

Contextually connect field employees for instant peer-to-peer communication, knowledge sharing, and work independence.

Smart Location

Monitor the real-time location and compliance of all field resources.

Forecasting

Understand future field resource demand with predictive forecasting tools. Ensure that you’re always prepared.

Capacity Management

Get accurate field capacity information based on available resources, their skills, work zones, and work types.

Real-Time Traffic and Street-Level Routing

  • Automatically update travel time with real-time traffic and travel conditions.
  • Leverage travel data from your map provider to optimize your mobile workforce.
Oracle Field Service Successes

Customer Stories

BSH logo

Oracle Field Service and AI Leads to Success at BSH

 

BSH

BSH, one of the world's biggest household appliance manufacturers with 6 million repairs per year, uses technicians more effectively through digitalization and AI.

VOO logo

VOO Boosts Installation and Repair Activity with Oracle Field Service

 

VOO

Realizing that they needed to improve their workforce efficiency, VOO increased technician productivity and slashed travel time.

DISH Network logo

How DISH Network Has Reinvented Itself Over and Over Again

 

DISH Network

By putting its customers first, DISH has disrupted the telecom industry and changed the face of other markets in the process.

Schenck Process logo

Industrial Engineering Company Chooses Integrated CRM for CX Needs

 

Schenck Process

Find out how Schenck Process improved field service with a single, global view of customer information.

Securitas Direct Meets Customer Expectations with Oracle logo

Securitas Direct Meets Customer Expectations with Oracle

 

Securitas Direct

Discover how this European security company is implementing Oracle Field Service Cloud to improve efficiency and provide excellent customer service.

Trending

What’s New in Field Service

Humanize Your CX Strategy with Visual Engagement

Customer Service is the backbone of any company – large or small. An effective CX strategy focuses on empowering service teams with the right tools and training towards driving long term customer satisfaction and loyalty, while also ensuring the best engagement experience for the company’s web site visitors and customers. These factors are essential to the success of the company’s brand and revenue growth. Today’s customers expect to be able to engage with customer service...

Let’s Talk - How Customer Service Can Nurture a Five Star Conversation

When was the last time you enjoyed calling customer service? Were you pleased with the outcome of the conversation? Was your issue resolved through that phone call? I would venture to say that for most customers, their experience with a customer service agent varies between memorable to not pleasant. As a leader in charge of a contact center, what are the forces driving these perceptions and what you can do to change them? Everyone would agree that a good conversation has...

Chatbot Requirements for Better Collaboration for an Evolving Field Workforce

Chat and chat bots are currently all the rage as a key interaction channel with customers. So why don’t more companies leverage them to enable field collaboration? I’ll bet you’ve been serviced online through some sort of chat channel. You browse a website and research an item that you can’t live without. Suddenly, a chat window appears with a virtual or actual agent ready to help you. Chat serves your customers by being a proactive sales application or it can act as a...

Top 6 Technology Innovations and Trends for Field Service in 2019

A few years back, the digital marketing world was abuzz with a new concept called the “micro-moment.” It describes the single, critical bursts of digital customer touch points that help to determine how that journey ends. It’s a sound concept to understand the customer journey and the tipping point that leads to a purchase, engaging them at the right moment to complete the purchase. Sometimes that touchpoint is so obvious it’s often overlooked – for years. Let’s take for...

Pricing

See what's included with your monthly subscription.

Professional

$100.00 USD

seat/ month1

  • Core Application
  • Suite Configuration
  • Interactive Viewing
  • Activity Status Management
  • Reporting
  • Inventory Management
  • Crew/teamwork support
  • Integrated GIS/Mapping
  • Offline Support
  • Multi-language & time zone support
  • Resource & activity location
  • Historic GPS location
  • Resource Proximity
  • Idle time alerts
  • Access to Android and iOS apps
  • Routing
  • Configurable route plans and run intervals
  • Collaboration
  • Individual & group collaboration
  • Activity & inventory sharing and reassignment
  • Message broadcasting, nearby resources
  • REST/SOAP and Metadata API availability

Enterprise

$225.00 USD

seat / month1

  • Oracle Field Service Professional plus the features shown below:
    • Capacity and Quota Management
    • Visibility into workforce capacity
    • Ability to manage quota
    • Capacity categories
    • Time-slots management
    • Forecasting
    • Data import/export
    • Graphical and tabular viewing
    • Planning mode
    • Street Level Routing2
    • Real-time traffic and traffic layers
    1. For additional pricing information, contact us.
    2. Requires Google or Baidu Maps