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Oracle B2C Service

Oracle B2C Service provides innovative and immediate service to customers through the channels they prefer. This set of unified customer service solutions leverages AI and machine learning (ML) to help all service teams rapidly complete repetitive tasks so they can focus on delivering expert, tailored service straight to the customer.

New integration between Oracle Unity and Oracle Service

See how embedded data from Oracle Unity Customer Data Platform (CDP) helps customer service agents gain a complete customer view, improve efficiency, and enhance service quality.

Explore Oracle B2C Service

Digital customer self-service

Offer flexible, immediate customer service with a human touch across a wide variety of digital channels. Provide a range of self-service options so your customers can easily help themselves—getting the answers and information they need in a manner that best suits their needs.

Oracle Digital Assistant

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

Proactive web inlays

Integrate service throughout your website so customers never have to search for how to get help. Offer 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.


Provide a continuous experience every time a customer interacts with you regarding the same topic, issue, or question. All context/history is retained so that customers avoid the frustrating experience of repeating themselves each time they reach out. Customer service agents are able to respond through the customer’s preferred messaging channel.

Engagement engine

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


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 the best-skilled agents insights needed to provide targeted offers and resolve problems quickly.

Customer service solution for your contact center

Simplify the human side of customer service by giving your contact center agents the tools they need. Provide outstanding customer 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

Using information provided in the initial interaction, automatically route customer requests to the most appropriate customer service agent—or chatbot—based on your established requirements and business rules.

Agent knowledge

Deliver knowledge that call center agents can use to quickly resolve customer issues. A unified and conversational activity feed works like familiar web and social media apps, proactively surfacing the most relevant information and reducing the time spent searching for answers.

Guided assistance

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

Feedback management

Consistently capture your customers’ thoughts and opinions across all channels and consolidate their feedback into meaningful action items.

Real-time insights

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

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 issues at different times.

Knowledge article creation

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

Contextual, intelligent search

Eliminate the 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 experiences in different languages, including article translation and language comparison.

Intelligent Advisor—self-service advice and guidance

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

Self-service advice

Help your customers 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

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

Decision compliance

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

Service monitoring for IoT-connected assets

Monitor Internet of Things (IoT)-connected assets through your contact center. Track the location, health, and utilization of your assets—in real time—reducing overall maintenance costs. Customer service agents can view assets and analytics on their console and immediately start resolving issues.

Monitor remote assets

Use this end-to-end customer service center solution for all IoT-enabled assets, devices, and subcomponents.

Manage incidents automatically

See connected asset incidents in real time from the contact center. Automatically create incidents from connected device data, based on predefined thresholds and conditions.

Control assets remotely

Monitor assets and manage incidents remotely from your contact center with full integration to Oracle Service and Oracle Knowledge Management.

Proactive maintenance

Proactively respond by having incident data from IoT-enabled devices raise alerts in the customer service contact center and handled accordingly.

Oracle B2C Service customer successes

View more customer successes

Customers across many industries use Oracle B2C Service to improve customer service activities.

Key benefits—B2C customer service

01Strengthen customer relationships and experiences

Seamlessly connect all customer service touchpoints across digital, contact center, and field service management to understand your customers and how you can better serve them across their entire relationship with your brand.

Here’s what the future of customer service looks like (PDF)

How to connect all digital channels with the contact center

02Build trust with the right answers to the right people on the right channel

Provide the best answer for each customer using a consistent and accurate knowledge management solution. Automate advice and provide agent guidance using Oracle Intelligent Advisor.

03Make customer service simple again—across all channels

Eliminate the distraction of difficult-to-use technologies through automation and assistance, so customer service agents can focus on relationship building and delivering service at the customer’s convenience.

The role of intelligent service (PDF)

How to make customer service simple again

04Offer connected omnichannel customer service

Customers want to interact with you on whatever channel they choose. Deliver differentiated customer service across a wide variety of connected channels—digital and human.

How digital service channels help B2B companies retain customers

05Rapidly adapt to evolving customer and business needs

Oracle B2C Service platform supports the rapid and cost-effective integration of Oracle B2C Service into various desktop applications, telephony solutions, and additional CRM and ERP systems.

Discover the features of the Oracle B2C Service platform

Oracle B2C Service pricing

Service Center

Provide your customer service agents with the tools needed to deliver fast, consistent cross-channel service. The dynamic agent desktop provides a consolidated view of all interactions and channels, along with configurable workspaces, agent productivity and guidance tools, embedded knowledge management, and more. Boost agent and customer satisfaction with a modern, intuitive Service Center.


Digital Customer Service

Meet your customers’ different channel demands and digital engagement needs with a digital-first customer service solution. Oracle Digital Customer Service deepens customer relationships and provides more effective service with chat, video chat, cobrowse, proactive engagement, and more.


Intelligent Advisor

Automate simple to complex decision-making with Oracle Intelligent Advisor. Promote customer self-service with personalized assistance and transparent advice while guiding your agents to quicker resolutions. This decision and policy automation solution provides intuitive authoring and advanced analytics, so your business users are able to create and monitor rules.

Pricing (agents)

Pricing (self-service)

Knowledge Advanced

Do you have dedicated a knowledge management team and/or the need to search external content or support multiple languages and locales? Oracle provides the marketing-leading knowledge management solution with superior knowledge creation, management, and delivery capabilities so you can provide the right knowledge at the right time. Advanced functionality includes natural language, federated, and deep search; rich media support; versioning; and analytics and insights.

Pricing (agents)

Pricing (self-service)


For additional pricing information, contact us. Minimum of 10 users.

May 11, 2022

Introducing Oracle Unity for Oracle B2C Service: The perfect combination for digital-first customer service

Carrie West, Senior Product Marketing Manager, Oracle Advertising and CX

We’re excited to share a new integration between Oracle Unity Customer Data Platform and Oracle B2C Service that allows your service organization to leverage insightful customer intelligence to effectively and efficiently offer the high-quality service your customers crave.

Read the blog

Featured blogs

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Cloud readiness

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.



Oracle offers a wide range of documentation, videos, and tutorials that will help you learn more about Oracle B2C 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.

Customer 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.

CX Cloud marketplace

Oracle Cloud Marketplace

Power innovation with transformative partner applications and services. Find the most comprehensive list of sales cloud, service cloud, and marketing cloud applications in the Oracle Cloud Marketplace.

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.

Additional solutions you might be interested in

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Oracle B2C Commerce

Personalized, connected B2C ecommerce

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