Reimagine customer service with conversational, guided experiences and automated recommendations. Our new agent console blends familiar consumer app functionality with an intelligent, guided interface to help agents quickly resolve customer inquiries and improve agent collaboration. Oracle’s innovative agent assistant and console consolidates CRM and back-office interactions into one searchable, scrollable conversation thread to help agents deliver consistent, relevant service and build stronger relationships with customers.
Help newly hired agents become productive quickly with a first-of-its-kind conversational agent experience. The unified console brings together all internal and external interactions into one activity feed that works like familiar web and social media apps, helping agents get started and stay productive.
With a consolidated activity feed of all internal and external interactions, you can:
Gone are the days of cluttered agent consoles that required navigating multiple screens. Customer service agents can now access all service requests, account data, as well as knowledge and collaboration tools within an intuitive interface. With proactively generated recommendations and next-best action suggestions, agents can resolve customer inquiries more efficiently.
Provide agents with the tools they need to solve customer problems without the limitations of business silos. Using the console, agents can reach across departments to access information from necessary systems—such as ERP, supply chain, commerce, and billing—and cross-functional business processes to better serve customers throughout their journey.
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