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.
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.
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.
Offer the instant responses customers value through a conversational, AI-driven chatbot interface.
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.
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.
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.
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.
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.
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.
Give contact center agents a customizable interface they can easily use to deliver beneficial and authentic customer experiences.
Make authentic customer connections at any time, and on any channel, while delivering a personalized, branded service experience to every individual.
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.
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.
Help your contact center agents efficiently diagnose issues, solve problems, and navigate their day-to-day interactions.
Consistently capture your customers’ thoughts and opinions across all channels and consolidate their feedback into meaningful action items.
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.
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.
Unify collective knowledge, create consistent answers, and provide them to the largest audience possible using standardized approaches and templates.
Eliminate the time wasted hunting for the right answer. Proactively suggest contextual answers based on previous interactions or service requests.
Provide global users with seamless experiences in different languages, including article translation and language comparison.
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.
Help your customers help themselves across both simple and complex requests and issues.
Put the power to configure advice experiences in the hands of business users, not IT.
Support call center agents in making decisions and delivering personalized advice across any channel, in any language.
Understand and improve the customer experience and gain valuable customer insights through channel interviews and decision analytics.
Easily integrate intelligent decision-making processes into your existing systems and workflows.
Ensure your business remains compliant by transparently recording, providing, and explaining all advice and decisions.
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.
Use this end-to-end customer service center solution for all IoT-enabled assets, devices, and subcomponents.
See connected asset incidents in real time from the contact center. Automatically create incidents from connected device data, based on predefined thresholds and conditions.
Monitor assets and manage incidents remotely from your contact center with full integration to Oracle Service and Oracle Knowledge Management.
Proactively respond by having incident data from IoT-enabled devices raise alerts in the customer service contact center and handled accordingly.
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.
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.
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.
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.
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.
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.
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.
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.
For additional pricing information, contact us. Minimum of 10 users.
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
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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.