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Provide innovative, differentiated customer service experiences through the channels your customers prefer, using a set of unified applications, prescriptive user interfaces, and AI-supported interactions. Leverage AI and machine learning to rapidly complete repetitive tasks and focus on delivering expert, tailored customer service to every individual.
Discover Oracle B2C Service in this product tour.
Offer flexible, immediate service with a human touch across a wide variety of digital channels. Let your customers easily help themselves, accessing the right answers quickly in a manner that best suits their needs.
Offer the instant responses customers value through a conversational, AI-driven interface.
Integrate service throughout your website so customers never have to search for how to get help. Provide them with the choice to chat or search for answers while continuing to browse your website.
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.
Better understand situations, resolve issues completely, and answer questions directly through online, face-to-face interactions.
Connect with your customers on their preferred channels. Engage individuals across a variety of social platforms as well as SMS text.
Improve customer service experiences with rule-based controls that let you dynamically deliver the best possible outcomes for your customers.
Offer customized advice and guide customers through complex issues by simultaneously browsing with them through a website, a document, or online application.
Elevate the customer experience by capturing and analyzing data across a variety of digital interaction points. Feed best-skilled agents the insights needed to provide targeted offers and resolve problems quickly.
Simplify the human side of service by giving your contact center agents the tools they need to focus on customers. Provide outstanding experiences through unified applications, prescriptive user interfaces, and AI-assisted interactions.
Give contact center agents a customizable interface they can easily use to deliver beneficial and authentic customer experiences.
Make authentic customer connections at any time, and on any channel, while delivering a personalized, branded service experience to every individual.
Automatically route incoming calls and helpdesk cases to the most appropriate agent based on your established requirements and business rules.
Make the best information readily available so call center agents can easily provide tailored responses during every interaction.
Help your contact center agents efficiently diagnose issues, solve problems, and navigate their day-to-day interactions.
Consistently capture the voice of the customer across all channels and consolidate their feedback into meaningful action items.
Make better decisions on how to improve your contact center operations by using a variety of prebuilt and custom reports.
Consolidate account and contact information from multiple sources, standardize addresses, resolve duplicate record issues, and provide accurate customer profiles that service professionals can trust.
Give your sales, marketing, and service teams easy access to accurate and relevant customer data. Discover and resolve duplicate records and consolidate them across your entire business for one consistent customer view.
Fill gaps and update customer profile data with AI-sourced, second- and third-party information, providing your service professionals with valuable customer insights.
Provide real-time customer data to marketing, sales, and service so they can support the entire customer lifecycle in a consistent manner.
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 problems at different times.
Unify your responses, create consistent answers, and provide them to the largest audience possible using standardized approaches and templates.
Eliminate time wasted hunting for the right answer. Proactively suggest contextual answers based on previous interactions or service requests.
Provide global users with seamless customer experiences in different languages, including article translation and language comparison.
Automate advice and decision-making to provide the level of service your customers expect. With business users creating the rules, quickly adapt to changing customer expectations, while tracking every step in the customer’s journey with detailed analytics.
Help your customer help themselves across both simple and complex requests and issues.
Put the power to configure advice experiences in the hands of business users, not IT.
Support call center agents in making decisions and delivering personalized advice across any channel, in any language.
Understand and improve the customer experience and gain valuable customer insights through channel interviews and decision analytics.
Ensure your business remains compliant by transparently recording, providing, and explaining all advice and decisions.
Easily integrate intelligent decision-making processes into your existing systems and workflows.
Meet your customers on their terms and deliver a consistent experience across every channel. Create, curate, and deliver the right content to them, wherever they are.
Quickly assemble the right content to build highly personalized customer experiences with a smart-authoring platform that leverages AI and machine learning to seamlessly tag and augment content.
Create and manage attention-getting videos that keep viewers engaged. Streamline processes with easy-to-use video tagging, collaboration, and publishing solution.
Put the right content in the right place on the right channel. Make it available whenever and wherever customers interact with your brand.
Collaboratively assemble world-class content. Teams and workgroups can work in tandem to deliver exceptional experiences.
Use available integrations to create and add content through a variety of popular applications. Augment your CX content features with AI-based smart authoring and digital asset management.
Extend the traditional customer data platform into a complete customer intelligence platform. With built-in AI and machine learning, Oracle CX Unity helps you connect data to create a single, dynamic view of each customer and optimize the customer experience—across marketing, sales, service, and commerce.
Bring all customer data together to form a unified, 360-degree profile. Gather customer signals and apply them to the customer profile in real time for the most up-to-date information about your customer in every moment.
Enrich first-party data with smart data. Calculate key indicators from your first-party data, such as propensity to churn and customer lifetime value. Add attributes from second- and third-party data sources for a better understanding of your customers.
Leverage intelligent segmentation to identify customer behaviors and intent so that you can determine the best communication channel, improve customer relationships, and drive better cross- and up-sell opportunities.
Measure customer engagement and improve customer lifetime value using AI and machine learning to model, predict, and recommend the optimal experience and derive the next-best customer action for each individual.
Use actionable intelligence to orchestrate the best experience for every individual and maintain context across their entire customer journey. CX Unity integrates seamlessly into other CX applications for faster time to value.
Customers across many industries use Oracle B2C Service to improve customer service activities.
Seamlessly connect all customer service touchpoints across digital, contact center, and field service management to understand your customers and how you can better serve them across their entire relationship with your brand.
Provide the best answer for each customer using consistent and accurate knowledge. Automate advice and provide agent guidance using Oracle Intelligent Advisor.
Eliminate the distraction of difficult-to-use technologies through automation and assistance, so customer service agents can focus on relationship building and delivering service at the customer’s convenience.
Consumers are attracted to (and interact with) brands that go the extra mile to deliver personalized experiences and are willing to take decisive action when customer expectations are not met.Read the complete post
Oracle offers a wide range of documentation, videos, and tutorials that will help you learn more about Oracle B2C Service. You'll find all of these resources and more in the Oracle Help Center.
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