Next-generation agent experience

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.

Service agent onboarding
New agent user experience
Back-office integrations

Simplify agent onboarding and improve productivity

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:

Reduce onboarding time and agent turnover by providing agents with an intuitive console that mimics popular consumer apps
Boost agent productivity by providing them with accurate, contextually relevant, and comprehensive account information in one feed
Empower agents to find answers faster through integrated collaboration tools for messaging, video chat, file sharing, and more

Simplify agent onboarding and improve productivity

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Less searching and clicking, more contextual service

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.

Improve speed to resolution by providing agents full visibility into all customers’ accounts and engagement history for more informed and valuable conversations
Deliver faster, accurate, and more consistent resolutions with dynamic recommendations based on your organization's established best practices
Leverage the expertise found throughout your organization through collaboration tools embedded directly into the agent console, providing the historical context of all interactions
Instantly execute service actions and access vital customer data from a single agent assistant

Less searching and clicking, more contextual service

Learn more about Oracle B2B Service.

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Give your agents the information they need to solve cases faster

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.

Resolve complex customer cases by giving agents access to back-office data and processes inside the agent console
Provide faster resolutions to customers by empowering agents to execute critical business processes across the organization
Eliminate fragmented customer service experiences by providing a single point of contact into the entire organization