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Oracle B2C Service

Customer Intelligence for B2C Service

Real-time customer intelligence for your agents

A customer service engagement is often your most important customer interaction. Giving your agents access to customer intelligence at every touchpoint can help them deliver exceptional experiences that will reduce the cost to serve and increase opportunities for additional revenue.

That’s why we’ve integrated Oracle Unity, our customer data platform, with Oracle B2C Service. Now, Oracle Unity for B2C Service consolidates dynamic data from across the customer journey—commerce, loyalty, sales, marketing, and more—to deliver real-time customer intelligence that your agents can use to offer personalized and unique customer service experiences.

See Oracle Unity works for B2C service companies

Data-driven, proactive customer service

Use this data to predict when your customers need help so you can proactively offer service on the proper channel. By tracking a customer’s digital behaviors, such as pages visited, actions taken or not taken, downloads, and length of inactivity, you can define sophisticated business rules to offer service when and where it’s needed. Improve customer retention and loyalty by defining, tracking, and offering your high-value customers the highest-value service.

Complete view of the customer’s past interactions

Give your service agents a complete view of each customer—including relevant key data points—directly in the agent desktop. Customize your agents’ interface and choose the most insightful information to display, including aggregated sales data, returns, marketing touchpoints, channel preferences, loyalty information, asset information from ERP, and more. With this real-time information, agents deepen their understanding of the customer and can become trusted advisors as they deliver service.

Get a complete view of each customer
Agents have convenient access to customer information so they can personalize the service they provide.

Access to customers’ real-time digital behavior

In addition to a complete view into customer history, Oracle Unity also gives them live reporting and visual insight into real-time digital behavior so they can deliver a personalized, differentiated service experience.

Using digital behavior data and trends, you can develop actionable, prescriptive agent recommendations. Guide agents with recommended actions to offer an extended warranty, cross-sell complementary products, or update the severity of a case.

With agents spending less time collecting and sorting through customer information, they can focus on the customer—building trust while improving their own productivity.

Access to real-time behavior
When an agent receives an email, the Agent Insights panel gives them recommended next steps to improve the customer's experience.

Attribute-based customer routing

Attribute-based routing can match your customer with the agent best fit to provide them service using data points like a customer’s propensity to buy/churn, their spending, income bands, or frequently purchased brands to define specific segments.

Service-aware marketing

Use the insights from your customer service interactions to enrich your marketing campaigns and prevent inappropriate—or unwanted—marketing touchpoints. With access to a complete data profile, you can deliver marketing that’s contextually aware of service incidents. If a service incident is actively ongoing, make adjustments so your customer isn’t inundated with marketing communications.

Key benefits of Oracle Unity for B2C Service

  • Help agents deliver quality, digital-first service experiences by providing access to real-time customer intelligence
  • Prioritize service for high-value customers
  • Build customer loyalty by offering more personalized, timely service when it matters, responding to service signals, and quickly resolving issues
  • Increase revenue by offering better customer service experiences and personalized cross-selling opportunities
  • Improve service process efficiency with faster access to relevant data, more efficient routing, and prescriptive agent guidance

Meet customer expectations with digital-first customer service

Customers are demanding more from your customer service organization. Oracle's vision for the future of customer service is digital-first service driven by predictive, unique, and hyper-convenient experiences. Delivering digital-first service requires having insightful customer intelligence at your fingertips.

See why the future of service is digital-first

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