Oracle B2C Service

Digital customer self-service

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.

Oracle Digital Assistant

Offer the instant responses customers value through a conversational, AI-driven chatbot interface.

Proactive web inlays

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.

Live chat

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.

Video chat

Better understand situations, resolve issues completely, and answer questions directly through online, face-to-face interactions.

Messaging

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.

Engagement engine

Improve customer service experiences with rule-based controls that let you dynamically deliver the best possible outcomes for your customers.

Cobrowse

Offer customized advice and guide customers through complex issues by simultaneously browsing with them through a website, a document, or online application.

Live Experience

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.

Customer service solution for your contact center

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.

Agent desktop

Give contact center agents a customizable interface they can easily use to deliver beneficial and authentic customer experiences.

Omnichannel framework

Make authentic customer connections at any time, and on any channel, while delivering a personalized, branded service experience to every individual.

Workload management

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.

Agent knowledge

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.

Guided assistance

Help your contact center agents efficiently diagnose issues, solve problems, and navigate their day-to-day interactions.

Feedback management

Consistently capture your customers’ thoughts and opinions across all channels and consolidate their feedback into meaningful action items.

Real-time insights

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.

Advanced knowledge management

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.

Knowledge article creation

Unify collective knowledge, create consistent answers, and provide them to the largest audience possible using standardized approaches and templates.

Contextual, intelligent search

Eliminate the time wasted hunting for the right answer. Proactively suggest contextual answers based on previous interactions or service requests.

Global knowledge and language management

Provide global users with seamless experiences in different languages, including article translation and language comparison.

Intelligent Advisor—self-service advice and guidance

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.

Self-service advice

Help your customers help themselves across both simple and complex requests and issues.

Advice authoring

Put the power to configure advice experiences in the hands of business users, not IT.

Agent guidance

Support call center agents in making decisions and delivering personalized advice across any channel, in any language.

Advice analytics

Understand and improve the customer experience and gain valuable customer insights through channel interviews and decision analytics.

Decision services

Easily integrate intelligent decision-making processes into your existing systems and workflows.

Decision compliance

Ensure your business remains compliant by transparently recording, providing, and explaining all advice and decisions.

Service monitoring for IoT-connected assets

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.

Monitor remote assets

Use this end-to-end customer service center solution for all IoT-enabled assets, devices, and subcomponents.

Manage incidents automatically

See connected asset incidents in real time from the contact center. Automatically create incidents from connected device data, based on predefined thresholds and conditions.

Control assets remotely

Monitor assets and manage incidents remotely from your contact center with full integration to Oracle Service and Oracle Knowledge Management.

Proactive maintenance

Proactively respond by having incident data from IoT-enabled devices raise alerts in the customer service contact center and handled accordingly.