Oracle B2B 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

Provide fast, accurate service throughout your website. Offer customers the choice to chat with an agent or search your knowledgebase while browsing your website.

Live chat

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.

Video chat

Create better customer service engagements and provide the right information, advice, and guidance in any situation using one- or two-way video chat.

Messaging

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.

Engagement engine

Dynamically deliver unsurpassed experiences using a set of rule-based controls and site definitions to identify and act upon common context clues.

Cobrowse

Allow service agents real-time visibility to your B2B customers’ screens to quickly troubleshoot and solve issues faster.

Live experience

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.

Customer service solution for your contact center

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.

Complete service management

Deliver authentic customer service to your top accounts and efficiently manage service issues, all from an easy-to-access, browser-based interface.

Omnichannel framework

Provide high-touch, contextually-based, accurate responses at any time, on any channel, all while delivering a personalized, highly engaging service experience to everyone.

360-degree customer view

Stay informed on historic and planned high-value customer activities and critical issues, including upcoming renewal cycles.

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.

Real-time insights

Differentiate and improve your contact center operations with actionable insights sourced from a variety of prebuilt and custom reports.

Collaboration tools

Leverage the expertise found throughout your organization through collaboration tools embedded directly into the agent console, providing much-needed historical context to all interactions.

Advanced knowledge management

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.

Knowledge article creation

Quickly create knowledge articles and deliver the best, most up-to-date answers with an easy-to-use authoring tool and rich media support.

Intelligent, contextual search

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.

Global knowledge and language management

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.

Powerful native integrations

Configure, deploy, and integrate with Oracle Digital Assistant to seamlessly search for existing knowledge articles. No additional coding required.

Intelligent Advisor—advice and decision automation

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.

Self-service advice

Provide customers with self-service capabilities for both simple and complex requests.

Advice authoring

Put the power to configure advice experiences in the hands of subject matter experts and business users.

Agent guidance

Guide customer service agents to provide consistent and personalized advice and decisions across all channels, in any language.

Advice analytics

Improve the customer service experience and gain valuable insights with channel interviews and decision analytics.

Decision services

Reduce risk by easily integrating intelligent decision-making into your existing systems and workflows.

Decision compliance

Remain compliant by transparently providing, recording, and explaining all advice and decisions.

New native integrations

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.

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 your 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 contact center and automatically assign them to customer service agents so that they are handled.