New Oracle Fusion Cloud Service integration drives personalized, informed, and efficient customer engagementsAustin, Texas—May 11, 2022
Oracle has updated Oracle Service to embed data from Oracle Unity Customer Data Platform (CDP) to help customer service agents gain a complete view of the customer, improve agent efficiency, and enhance service quality. Part of Oracle Fusion Cloud Customer Experience (CX), Oracle Service and Oracle Unity CDP leverage artificial intelligence to help organizations deliver more personalized, informed, and efficient customer service engagements.
Every customer interaction matters, with one in three people saying that they would never shop with a brand again after a bad experience. Yet customer service remains a frustrating and painful experience for many consumers. In fact, a CRM Essentials survey recently revealed that people would rather sit in traffic (15 percent), clean the bathroom (15 percent), wait in line at the DMV (12 percent), or argue with a significant other (8 percent) than interact with a customer service agent.
“Service agents frequently work from a patchwork of systems and rarely have the right data in front of them to solve customer problems efficiently and effectively,” said Jeff Wartgow, vice president product management, Oracle Advertising and Customer Experience (CX). “By embedding data from Oracle Unity within Oracle Service, we can give service agents real-time customer insights and recommendations within the tools they already use. This will help brands drive positive engagements by making sure their customers feel heard, helped, and appreciated.”
The new integration between Oracle Unity and Oracle Service will enable:
Oracle Service gives organizations the ability to predict the need for service, automate processes, and deliver tailored responses, while balancing self-service and assisted customer service models. It offers powerful and intelligent B2B, B2C, and field solutions that helps organizations give their customers the service they want, when and where they need it.
Oracle Unity provides business leaders with everything they need to manage customer data. It brings together online, offline, and third-party customer data sources and then applies built-in machine learning to prescribe the best next action within existing business processes.
“No single organization is responsible for the customer and the success of their end-to-end journey1,” according to Forrester. According to another Forrester report, “Better visibility into customer journeys will enable agents to better anticipate needs and personalize interactions. Companies will work on breaking down the technology silos within and outside of customer service to best support customers along their journeys2.”
“Organizations need to rethink their business models and create customer experiences that meet and exc d heightened customer expectations,” said Akhilesh Tiwari, vice president and Global Head of Enterprise Application Services, Tata Consultancy Services (TCS). “This involves re-imagining customer journeys and unifying experiences across platforms. Combined with TCS’ Oracle Cloud expertise and in-depth industry knowledge, Oracle Unity’s integration with Oracle Service will be a pivotal differentiator in how we help companies better understand their customers so they can enhance each customer interaction.”
1 Forrester, “CRM And DX Programs Are Set To Collide — Here’s What You Should Do About It,” Kate Leggett and Joe Cicman, September 2021
2 Forrester, “The Three Customer Service Megatrends In 2021: Post-Pandemic Customer Service Excellence,” Kate Leggett, January 2021
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