Oracle B2B Service

Digital customer self-service

Build customer relationships and enhance communication by offering a variety of self-service options along with the ability to connect directly to the right customer service agent.

Oracle Digital Assistant

Offer the instant responses your customers value with natural language, self-service experiences powered by AI-driven interfaces.

Proactive web inlays

Integrate 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 relationships with your customers 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 service engagements and provide the right information, advice, and guidance in any situation using one- or two-way video chat.

Messaging

Communicate with customers across a variety of social messaging platforms and SMS text.

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 agents the insights needed to provide the highest level of service.

Service Center for the contact center

Provide outstanding customer service by giving your contact center team easy access to account-specific details. Manage service requests from multiple channels and collaborate with larger account teams—all from an 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 responses at any time, on any channel, all while delivering a personalized, highly engaging service experience to everyone.

360-degree view

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

Workload management

Automatically route incoming call center and helpdesk cases to the most appropriate agent to provide high-value customers with the best resolutions.

Agent knowledge

Readily provide tailored content responses for contact center agents.

Guided assistance

Lead agents through a series of questions and answers to easily diagnose issues and solve problems.

Feedback management

Consistently capture the voice of the customer across all channels and consolidate it to make sure customers don’t encounter unwanted hurdles or roadblocks.

Real-time insights

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

Clean, complete customer data

Build a solid foundation for success with clean, consistent data. Consolidate account and contact data from multiple sources, standardize addresses, and resolve duplicate record issues.

High-value data

Give your sales, marketing, and service teams the data to easily manage accounts, run effective campaigns, and identify up- and cross-sell opportunities.

Data enrichment

Fill gaps and update customer profile data with AI-sourced, second- and third-party information to provide your service and sales teams with comprehensive customer profiles.

Data-powered business

Provide real-time customer data for smarter service, allowing your service teams to support the entire customer lifecycle in a consistent manner.

Complete B2B commerce solution

Sell more efficiently by migrating both simple and complex products and processes online. Connect financial and supply chain data to provide high-value customers with full product transparency.

Complex product and transaction support

Deliver a modern, B2C-caliber customer experience while supporting unique B2B commerce requirements, such as contract pricing, customer catalogs, approval workflows, multilevel organizations, punchout, and more.

Configuration, not coding

Provide site and experience-management control to your business users with a code-free, drag-and-drop interface.

Mission-critical integrations

Provide a connected, intelligent, and agile buying experience through integrations that continuously grow the value of your customer and company data.

Future-facing

Harness the flexibility of Oracle CX Commerce to take your B2B commerce experiences to new places, reach new customers, and grow revenue.

Advanced knowledge management

Make service teams more efficient and productive with an integrated set of knowledge management capabilities, including advanced natural language processing search, flexible content authoring and publishing tools, comprehensive analytics, as well as a variety of self-service and agent-facing knowledge applications.

Knowledge creation

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

Intelligent, contextual search

Go beyond a static FAQ with search that suggests contextual answers based on previous interactions or service requests. Advanced natural language processing search makes it easy to find answers through natural conversations.

Global knowledge and language management

Provide global users with a seamless customer experience, no matter their language of choice. Easily translate articles across multiple touchpoints with side-by-side translation comparisons.

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 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

Ensure that you remain compliant by transparently recording, providing, and explaining all advice and decisions.

Comprehensive content management

Create, curate, and deliver the right content to whatever device or platform your on-the-move B2B customers prefer.

Content and recommendations

Create the right content for the right audience using a smart-authoring platform that leverages AI and machine learning to seamlessly tag and augment content.

Advanced video support

Create and manage videos that get attention and keep customers engaged. Video tagging, collaboration, and an easy publishing process streamlines everything.

Omnichannel delivery

Put the right content in the right place and make it available whenever and wherever customers engage with your brand.

Collaboration and workflow

Work within and across teams using a variety of content creation and productivity tools connected to a centralized content hub.

Flexible integration and scalability

Create and add content through popular applications with integrations that allow you to augment Oracle CX Content features with smart authoring and digital asset management.

CX Unity—unified customer intelligence

Extend the function of a traditional customer data platform to 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 activate those profiles in real time.

Unified customer profile

Bring all customer data together, no matter where it resides, to form a unified, 360-degree customer profile. Gather and apply data signals to a customer profile in real time for the most up-to-date customer data set.

Profile enrichment

Enrich your first-party data with smart data. Calculate key indicators from your first-party data (such as propensity to churn and customer lifetime value) and add attributes from second- and third-party data sources so you understand your customers at a deeper level.

Segmentation

Discover customers’ behaviors and better understand their intent in order to provide better up- and cross-sell opportunities.

Customer analytics

Use AI and machine learning to model, predict, and recommend the optimal customer experience, measure customer engagement, and improve customer lifetime value.

Personalized experiences

Use actionable intelligence to build the best experience for your B2B customers and maintain context across their entire CX journey. Integrate CX Unity across all CX applications for faster time to value.