Deliver branded, consistent customer service experiences across the channels your customers most frequently use. Oracle Service’s digital assistant works across agent-assisted or self-service engagements, giving customers the option to seek answers on their own or speak directly to agents through co-browse, video chat, or messaging platforms.
Oracle Digital Customer Service makes it easy for customers to interact directly with service teams and improves the self-service experience, providing customers with contextual advice and recommendations across the channels they prefer to use.
Offer the best possible support with multiple service touchpoints, actions, inputs, and selections to meet your customers’ needs in real time. Provide proactive service faster and more effectively with intelligent chat and decision automation solutions.
Give your customers the fastest, most efficient self-service issue resolution—without engaging a contact center agent.
Free up customer service agents to handle escalated requests while delegating day-to-day task resolution to the digital assistant.
Connect skills from across your company to resolve complex issues using chatbots focused on a range of tasks. Requests are automatically routed to the correct bot in the background, providing customers a seamless experience using one digital assistant.
Gain a valuable addition to your agent pool and keep customers from having to repeat themselves. Oracle Digital Assistant automatically transfers escalated requests, including all relevant context and conversation history, to a live agent.
Give your customers opportunities to chat with a service agent or search for answers in your knowledgebase while continuing to browse your website.
Offer live chats based on either agent availability or specific customer-led scenarios.
Offer customer-initiated syndicated chats when available or specific, customer-led scenarios happen.
Provide a post-chat survey to collect valuable customer feedback.
Let visitors find their own answers easily. Use Oracle Knowledge Management to make the 10 most popular answers to customer questions available so visitors can find their own answers.
Understand the amount of time a visitor spends on a chat—including the wait time ahead of chat initiation—to identify improvement opportunities.
Help agents better serve customers through proactive, digital-first customer service experiences based on their previous activity. Improve your conversion rates and increase customer loyalty.
Chat routing, conferencing, seamless transfer, and supervisor monitoring.
Embedded knowledge management for quick access to relevant content and in-depth knowledge articles.
Live chat for Oracle B2C Service is a native part of the Oracle Service agent desktop and provides easy drag-and-drop administration.
Agents need just a single click to escalate to a video chat or cobrowse session.
Create better customer service engagements with a face-to-face video service that provides the right information, advice, and guidance.
Allow agents to switch from a live chat to a two-way video chat with the customer’s consent.
Create face-to-face connections between the agent and the customer with two-way video streaming.
Adapt your interactions to the situation with one-way video streaming between the agent and the customer. Only one party can see the other.
Activate instant web callback and connect agents by voice to begin interacting with customers within seconds.
Let customers using live chat on mobile devices switch to video chat without disconnecting from mobile.
Provide customers with the ability to connect to agents through SMS text and social messaging.
Provide service at the point of need with flexible communication options on social medial channels, such as Facebook Messenger and WeChat.
Effortlessly funnel messages into your agents’ consoles for that all-important 360-degree customer view.
Quickly link customers to needed information by sharing knowledge articles and answers through chat.
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 frustration of repeating themselves each time they reach out. Customer service agents are able to respond through the customer’s preferred messaging channel.
Establish proactive business rules to engage—in real time—with website visitors. Capture visitor data and invoke complex actions while inserting content and triggering events throughout the entire engagement experience.
Create and edit an unlimited number of sites for testing and analysis or distinguish some as public-facing sites, based on specified criteria.
Unify rule definition and management into one scalable and responsive solution.
Discover outdated content, learn which articles are most popular, and flag bottlenecks by tracking how knowledge is authored and published.
Display all rules and sites to quickly identify which rules are used on which sites and their current status.
See how individual changes to your website impact visitors’ behavior to improve your site design and user experiences.
Let service agents see customers’ screens in real time to resolve issues faster, increase revenue per call, and improve web and mobile customer experiences.
Screen share using any combination of web, mobile, or desktop. Work with all types of rich online media and dynamic content.
Assure customer privacy. Customers have control over what agents can see and do during screen share sessions.
Put customers in the driver’s seat. Let them maintain control and terminate the cobrowse session at any time.
Monitor and report on cobrowse session duration and agent effectiveness with the flexibility to add reporting attributes from external data sources. Audit any management configuration changes made by administrators.
Provide context throughout your customers’ journeys. With provisioned assistance capabilities, contact center agents can use various contextual and interactive tools—including voice, two-way video, screen sharing, and drawing/annotating—to resolve issues faster. Make it easy for your customers to connect with you. Integrate the solution into existing mobile and web applications for a seamless transfer to an agent, along with the information needed to support next-step actions and decisions.
Improve the service agent experience and team collaboration with a browser-based agent portal that offers shared inboxes, queues, and customer insight views.
Enhance telephone interactions with digital experiences, such as supplementing voice communication with visual content.
Route digital channels with flexible, customer-context–driven rules and send customers to the best-skilled agent or collaborative team queue. Agents are presented with calls that display all customer context, such as customer details, device, operating system, location, path, or current page. This information can be combined with CRM and third-party data.
Capture and analyze data across digital interaction points to better understand individual and team performance and customer engagement successes with integrated reporting and analytics.
With Oracle Service’s automated solutions, brands can give customers the power to easily find information and answers to their questions or engage with a live person when necessary.
Oracle offers solutions across multiple applications and customer touchpoints to help businesses connect data across service, marketing, sales, commerce, loyalty, finance, and supply chain. Customers receive more personalized and holistic service experiences, as well as more immediate problem resolutions, without having to engage a company at multiple touchpoints.
Help agents focus on high-value interactions by providing guided assistance, next-best-action recommendations, and automation for routine processes—all from within a single desktop application. Agents have more time to focus on high-value client relationships and revenue-generating opportunities.
See how Johnson Controls is driving service change to benefit its customers, Accenture is mitigating risk with AI and chatbots, and Oracle Service is helping our customers and partners to fully optimize the customer service experience.
Nicola Fairhead, Content Marketing Specialist, Oracle Advertising and CX
Delivering effortless, omnichannel customer experiences is nearly impossible without effective customer service. Here are six ways you can support and satisfy not just your customers, but your agents as well.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.
Oracle offers a wide range of documentation, videos, and tutorials that will help you learn more about Oracle Digital Customer Service (part of Oracle B2C Service and B2B Service). You'll find all of these resources and more in the Oracle Help Center.
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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.