Oracle Live Experience Cloud

Modernize Customer Engagement

Improve customer experience and business results with in-app customer engagement, providing meaningful experiences using the right channel at the right time, while enabling associates to proactively engage customers at key moments of their individual journey.

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Ovum: Oracle Live Experience Cloud Inserts Context Across the Customer Journey (PDF)

Overview
Features and Benefits
Resources

Features

Benefits

In-App Engagement Channels for web and mobile
- Contextual experiences via digital voice, video capabilities (one way, two way, see what I see), screen sharing, drawing/annotating
- Seamless transitions between channels and escalating to richer interaction modes
- Built-in mechanisms for maintaining customer privacy and control
Customer Context and Engagement Scenarios
- Capture customer web and mobile context to support action and decisions within the process
- Proactively engage customers at key moments of their journey
- Design personalized engagement scenarios based on context, history and business priorities
Modern Associate Collaboration Tools
- Web based Desktop Experience for associates with shared inboxes, queues, and customer insight views for modern service teams
- Ability to plug in associate tools to existing help desk or other applications in use today
Telephony-to-Digital Escalation
- Augment telephony-primed interactions with digital experiences
- Add visual content to supplement voice communication
- Accelerate contact center digital transformation by leveraging existing channels and processes
Intelligent Routing using Customer Context
- Routing for digital channels with flexible rules-driven customer context
- Distribution to individual associates or team queues for more effective collaboration
- Complete self-service configuration of routing decisions based on customer history, associate skills, and priority assignment
Recording and Interaction Store Across All Channels
- Robust indexing and instant search across all interactions for each tenant
- Recorded media synchronized across all channels
- Controlled role based access to any historical interactions for playback and analysis
Insights and Analytics
- Insights on individual and overall service team performance, engagement success KPIs
- Supervisor and administrator views
- Integrated reporting and analytics
100% Self-Service Driven
- Get up and running in minutes via simple web app interfaces
- Ability to customize and control any part of Live Experience without dependency on any external services
Encryption, Data Protection
- Industry standard encryption for all customer data and Bring Your Own Key capabilities ensuring complete data ownership
Optimized Real Time Communications Cloud Platform
- Elastic network, compute, and storage resources optimized at all layers for real time communication service
- Built, operated, and supported by a single vendor
Fast Connect
- End to end connection quality, deterministic network path and network security

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Oracle Live Experience Cloud

Features

Benefits

In-App Engagement Channels for web and mobile

Customer Context and Engagement Scenarios

Modern Associate Collaboration Tools

Telephony-to-Digital Escalation

Intelligent Routing using Customer Context

Recording and Interaction Store Across All Channels

Insights and Analytics

100% Self-Service Driven

Encryption, Data Protection

Optimized Real Time Communications Cloud Platform

Fast Connect