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Oracle Service

Oracle Service gives the ability to predict the need for service, automate processes, and deliver tailored responses, while balancing self-service and assisted customer service models. It offers powerful and intelligent B2B, B2C, and field solutions that allow customers to receive the service they want, when, and where they need it.

Oracle CX Service
Differentiate with a focus on digital customer service channels Simplify the contact center agent’s experience

Learn how Guardian Life used the right technology and a customer 360 view to simplify their service agents’ jobs and improve customer experiences (CX).

Oracle Live: Quarterly Update on Innovations Oracle Live: Quarterly Update on Innovations

Join Rob Tarkoff for a quarterly innovation update, and then engage in targeted sessions to explore the impact on sales, service, marketing, and advertising.

Differentiate with a focus on digital customer service channels Differentiate with a focus on digital customer service channels

Watch the replay to learn how Exelon, a leading energy provider, uses a mix of digital channels to deliver consistent, intelligent, responsive customer service, anytime.

Interactive demo

Oracle Service for B2B

Help customers find answers on your website or via a digital assistant, and empower agents to anticipate and respond with knowledge and relevant details. With Oracle Service, you can deliver personalized, proactive, and timely customer support with a complete, unified view of every customer interaction.

Why choose Oracle Service?

Offer the right service anywhere, anytime

Balance self-service and assisted customer service to build meaningful relationships on your customers’ preferred communication channels. Deliver an always-on, personalized, and seamless customer service experience through a variety of digital tools, allowing your service agents to focus on escalated and/or more complex issues.

Automate and scale customer service

Enhance CX through AI-driven predictive service capabilities, process automation, and tailored responses designed for specific customers at their exact time of need. With Oracle Service, you can simultaneously streamline your customer service strategy, accelerate business transformation, and delight your customers.

Simplify the human side of customer service

Remove complexity for your contact center agents and field service technicians. Through unified applications, prescriptive and intuitive user interfaces, and the power of AI, your customer service teams can focus on building stronger relationships and delivering a better overall customer experience.

Empower your field service team

Improve the entire field service management process with an end-to-end solution that boosts visibility and productivity. Oracle Field Service improves customer communication, reduces no-shows, boosts on-time arrivals, supports subscription service models, and ensures that problems are fixed right—the first time.

Explore Oracle Service

Deliver frictionless customer service

Provide innovative and immediate service to customers through their preferred channels. Oracle B2C Service is a set of customer service solutions that leverage AI and machine learning to help service teams rapidly complete repetitive tasks so they can focus on delivering expert, tailored customer experiences.

Featured Products

Connect your team’s view of high-value accounts

Improve visibility and collaboration between sales and customer service teams through the entire lead-to-renewal cycle. Oracle B2B Service is an integrated customer service solution that enhances communication and differentiates customer experiences

Featured Products

Provide complete field service management

Improve field service management with a set of intuitive, AI-powered tools for routing, scheduling, and managing field service technicians. Oracle Field Service makes it possible for field workers to deliver efficient and on-time customer service experiences every time.

Modules
  • Core application
  • Mobility
  • Real-time traffic routing
  • Street-level routing
  • Collaboration
  • Capacity and quota management
  • Smart location
  • Communication
  • Where is my technician
  • Forecasting
  • Mobile plug-in framework
  • Contingent worker
  • Real-time reports and dashboards

View more customer successes

Oracle Cloud CX customer service successes

Learn how companies around the world rely on Oracle Service to deliver differentiated and meaningful customer experiences.

City of Albuquerque
Beachbody
Panasonic
Payoneer
Radius
Schenck Process
Thermo Fisher Scientific
Yamaha
Guardian life

Guardian Life unified their B2B and B2C customer service channels with Oracle Service.

THOUGHT LEADERSHIP

Consumerizing the B2B service agent experience

Carrie West, Sr. Product Marketing Manager, Oracle

The customer service agent console has not changed much. It hasn’t kept up with the nifty, B2C applications that contact center agents use (and love) in their personal lives. It’s cumbersome, not intuitive, and not fun to work on. Until now. Oracle's done something entirely new to improve the B2B service agent experience, and we’re excited to share it with you.

Read the complete post

Make every customer interaction matter with intelligent service

Deliver relevant, connected customer interactions

Personalize interactions with a 360-degree view of customers. Seamlessly connect touchpoints across digital channels, contact centers, and field engagements.

Nothing’s impossible if you have the right data

Delight customers with engagement choices

Drive value, brand equity, and effectiveness by offering customers various choices to engage across all channels—anywhere, and any time.

How I fell in love with my cable company

Ensure authentic, accurate, and tailored responses

Consistently give a single, correct answer with superior knowledge management, web, and mobile self-service capabilities.

Connected, intelligent B2B service

Intelligent, personalized, simplified B2C service

Cut costs and streamline service with automation

Predict, augment, and optimize the customer experience (CX) and improve resource utilization using automation and intelligence.

Bosch Thermotechnology reduces travel time and boosts call rate

Connect data across the front- and back-office

Provide a unified view of your business and empower your customer service agents, who are on the front line of CX, to meet and exceed customer expectations.

Bring service and supply chain teams together for better CX

Resources

Cloud Readiness

Release readiness

Get up to speed on the latest releases of Oracle B2B Service and Oracle B2C Service and ensure that your upgrade is successful. Review the latest features, including the innovations, capability overviews, business benefits, setup considerations, and usage tips.

Documentation

Documentation

Oracle offers a wide range of documentation, videos, and tutorials that will help you learn more about Oracle Service. You'll find all of these resources and more in the Oracle Help Center.

Cloud learning

Develop your Cloud CX skills

Oracle University provides a variety of learning solutions to help you build cloud skills, validate expertise, and accelerate adoption. Learn more about the training and certification you can rely on to ensure your organization's success.

Community

Cloud Customer Connect

Cloud Customer Connect is Oracle's premier online cloud community. Specifically designed for peer collaboration, best practice sharing, and to provide needed tools for members so they can keep pace with product strategy. In addition, members are able to provide feedback on sales cloud, marketing cloud, and service cloud solutions—directly to Oracle development.

Support and Services

CX Cloud Marketplace

Power innovation with innovative partner applications and services. Find the most comprehensive list of sales cloud, service cloud, and marketing cloud applications in the Oracle Cloud Marketplace.

Best Practices

Customer service best practices

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.

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