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.
Offer the instant responses customers value through a conversational, AI-driven chatbot interface.
Provide fast, accurate service throughout your website. Offer customers the choice to chat with an agent or search your knowledgebase while browsing your website.
Build better customer relationships with highly configurable and easily deployed chat rules, offering your customers the option to chat with a service agent at any time.
Create better customer service engagements and provide the right information, advice, and guidance in any situation using one- or two-way video chat.
Provide a continuous experience every time customers interacts with you. All context/history carries over so that customers avoid the frustration of repeating themselves each time they reach out regarding the same topic, issue, or question. Customer service agents are able to respond through the customer’s preferred messaging channel—no matter how complex or long-running the service issue.
Dynamically deliver unsurpassed experiences using a set of rule-based controls and site definitions to identify and act upon common context clues.
Allow service agents real-time visibility to your B2B customers’ screens to quickly troubleshoot and solve issues faster.
Tap existing mobile and web apps to capture and analyze data across all digital interaction points. Feed customer service agents the insights needed to provide the highest level of service.
Give your contact center agents easy access to account-specific details via a consolidated, scrollable conversation thread that mimics the popular consumer apps they use every day. Manage service requests from multiple channels and collaborate with larger account teams—all from this unified and easy-to-use interface.
Deliver authentic customer service to your top accounts and efficiently manage service issues, all from an easy-to-access, browser-based interface.
Provide high-touch, contextually-based, accurate responses at any time, on any channel, all while delivering a personalized, highly engaging service experience to everyone.
Stay informed on historic and planned high-value customer activities and critical issues, including upcoming renewal cycles.
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.
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.
Differentiate and improve your contact center operations with actionable insights sourced from a variety of prebuilt and custom reports.
Leverage the expertise found throughout your organization through collaboration tools embedded directly into the agent console, providing much-needed historical context to all interactions.
Efficiently provide the right answer at the right time with comprehensive, intuitive, knowledge management capabilities, including advanced natural language processing (NLP) search, flexible, easy-to-use content authoring, editing, and publishing tools, comprehensive analytics, and a variety of self-service and agent-facing knowledge applications.
Quickly create knowledge articles and deliver the best, most up-to-date answers with an easy-to-use authoring tool and rich media support.
Go beyond static FAQs with search functionality that proactively recommends answers based on the service request. Advanced natural language processing (NLP) surfaces and prominently displays the most relevant knowledge article.
Provide global users with a seamless experience, no matter their language of choice. Easily translate articles across multiple touchpoints with side-by-side translation comparisons.
Configure, deploy, and integrate with Oracle Digital Assistant to seamlessly search for existing knowledge articles. No additional coding required.
Tailor your support and advice throughout the customer service experience. Provide a new level of automated, personalized advice, with detailed analytics for full understanding and transparency.
Provide customers with self-service capabilities for both simple and complex requests.
Put the power to configure advice experiences in the hands of subject matter experts and business users.
Guide customer service agents to provide consistent and personalized advice and decisions across all channels, in any language.
Improve the customer service experience and gain valuable insights with channel interviews and decision analytics.
Reduce risk by easily integrating intelligent decision-making into your existing systems and workflows.
Remain compliant by transparently providing, recording, and explaining all advice and decisions.
Configure, deploy, and integrate with Oracle Digital Assistant quickly and easily to seamlessly add Oracle Intelligent Advisor advice and decision automation capabilities—with no additional coding required.
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.
Use this end-to-end customer service center solution for all IoT-enabled assets, devices, and subcomponents.
See connected asset incidents in real time from your contact center. Automatically create incidents from connected device data, based on predefined thresholds and conditions.
Monitor assets and manage incidents remotely from your contact center with full integration to Oracle Service and Oracle Knowledge Management.
Proactively respond by having incident data from IoT-enabled devices raise alerts in the contact center and automatically assign them to customer service agents so that they are handled.
Reduce the time needed to get new agents up to speed with an intuitive console that mimics popular B2C consumer applications they use every day. Improve contact center productivity and reduce turnover by providing agents with accurate, contextually relevant, and comprehensive account information—all in one activity feed.
Give agents access to back-office data and processes directly from their agent console to simplify the resolution of even the most complex customer cases. By consolidating CRM and back-office interactions into one searchable, scrollable conversation thread, your agents can deliver consistent, relevant customer service experiences.
Solve problems faster by providing agents with integrated collaboration tools that support messaging, video chat, file sharing, and more. Messages are appended directly into the console’s activity feed so agents can see the full historical context of a particular engagement.
Build key customer relationships by offering superior customer service with various options—digital self-service or agent-assisted customer service on the channel of choice.
Deliver a seamless customer service experience for even the most complex cases that require multiple agents or cross-departmental resources to resolve, improving customer satisfaction and boosting loyalty.
All-in-one sales and support allows your reps to stay connected on high-value accounts with the ability to create service requests and share statuses across teams. This complete sales force automation solution includes incentive compensation management, customer data management, and basic service request management so your sales teams can effectively sell to, and service their customers.
Empower your enterprise sales and service teams to work collaboratively and deliver superior customer experiences with robust functionality including a unified agent desktop, knowledge management, sales force automation, and sales performance management. Prebuilt connections to sales planning, CPQ, subscription management, and marketing enable you to deliver high touch, personalized service during every customer interaction.
Tailor the sales and customer service experience with data models, user experiences, and process flows designed specifically for your industry. Includes advanced features such as sales contracts, business plans, chat, and cobrowse.
For additional pricing information, contact us. Minimum of 10 users.
Nicola Fairhead, Content Marketing Specialist, Oracle Advertising and CX
In May 2020, a survey by Qualtrics XM Institute revealed that a monumental 94% of US consumers over 18 said they were "very likely" to buy from businesses with "very good CX." This trend held across industries—from banking to choosing a streaming service.
With that in mind, let’s explore some of the latest research on CX strategy–and what’s holding many businesses back.Read the blog
Find best practices and useful resources that can help you make the most of your Advertising and CX products. Whether you’re a new customer or are looking for ways to optimize or expand your implementation, you can find what you need.
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Customer service is all of the interaction points that a company has with customers after (and even before) they buy and use products/services. It includes digital self-service activities or assisted activities through a contact center with the purpose of offering product suggestions, troubleshooting issues and complaints, or responding to general questions. Great customer service is a competitive differentiator that promotes customer loyalty and advocacy.