Oracle’s B2B service solution is the underpinning for connected business service experiences, empowering companies to offer exceptional customer experiences. Streamline interactions and jump-start collaboration between multiple teams with a 360-degree view of customers throughout their journey. Flexible technology supports the unique needs of your service organization while delivering exceptional value to your customers. Support your customers through accurate and personalized responsiveness.
In the Experience Economy, journeys are nonlinear, the customer is the innovator, and experience defines value. The world has shifted to become even more focused on digital with more real-time, and more innovative service experiences. B2B culture has been slower to adapt to B2C expectations leaving organizations scrambling to devise successful strategies. Customers must now offer frictionless service engagements through multiple channels, automate, consumerise and connect processes, and streamline front and back office collaboration.
Connect service interactions seamlessly across the entire customer journey, allowing your teams to better service high-value accounts.
Build and maintain key relationships while allowing customers to connect with service agents on the channel of their choice.
Surpass customer expectations. Manage critical dates and contractual obligations with milestones, entitlements, and SLA tracking.
Create role-appropriate visibility within the user interface and reporting for all areas of the business—ensuring that the right account relationships are developed and nurtured.
Capture and track service requests throughout the customer’s lifecycle for better, more meaningful and accurate communications.
Offer self-service opportunities and connect customers directly to the right service agents using digital customer service.
Deliver rich knowledge interactions providing the most relevant answers from all sources across a global organization.
Empower agents with the right tools to provide highly engaging customer service.
Leverage Oracle’s powerful business intelligence (BI) solutions that are embedded within Oracle CX for sales. Access more than 500 metrics and hundreds of prepackaged reports to surface actionable business insights and key performance indicators (KPIs) for your service team.
Provide the automated, personalized advice that cannot be found in knowledge articles to your customers and agents with Oracle Intelligent Advisor. With business users creating the rules, you can quickly adapt to changing customer expectations. Each path of the customer journey is tracked with detailed analytics for full transparency.
Provide a phenomenal experience to your customers and teams. Oracle’s complete, out-of-the-box, end-to-end solution connects your supply chain, customer service, and field service operations.
Empower field agents to deliver amazing face-to-face connected service experiences.
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