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Oracle Service Center
Simplify the human side of service. Provide quick, scalable, consistent customer service across multiple channels, while unifying systems and providing agents easy access to the information they need. It’s the ultimate service solution, designed specifically for your contact center.
See what Oracle Service Center can do for you.
Explore Oracle Service Center
Unified agent desktop
Monitor and improve the efficiency of your service teams. Design your own, role-based dashboards or choose from more than 1,000 best practice reports to track agent activity.
Single platform
Improve service insights and reliability with a platform that connects data between front- and back-office applications, while providing industry-leading stability, scalability, and flexibility.
Highly configurable
Customize the desktop to meet your unique business requirements—without the need for extensive third-party applications or integrations.
Productivity features
Improve service agent efficiency and resolve issues faster with easy, scripted workflows to capture critical customer information and guide them to the next-best step.
Agent analytics
Design your own role-based dashboards and reports to track agent activity. Or choose from more than 1,000 best-practice reports to understand and improve the efficiency of your service teams.
Robust omnichannel framework
Make authentic customer connections at any time, on any channel. Deliver a personalized, branded service experience to each individual.
Integrated telephony and universal queuing
Automatically recognize individual customers and load only the information and screens relevant to meet the needs of the person you are communicating with.
Proactive live chat
Understand and provide assisted service to high-value visitors with proactive engagements and sophisticated skill-based routing to deliver the best possible experiences.
Messaging and SMS
Reach your customers on their preferred channels, at their preferred times, without disrupting agent productivity.
Video chat
Deepen customer relationships by engaging face-to-face through bidirectional video chat through the same agent interface.
Cobrowse
Solve problems faster by allowing agents to see exactly what your customers are seeing, with just the click of a button.
Effective workload management
Automatically route incoming call center and helpdesk cases to the best agent based on your business rules and requirements.
Improved interaction workflow
Deliver the best possible service for each individual through dynamic task-based workflows that adjust to agents’ skills, situational context, and customer sentiment.
Efficient queuing and routing
Add efficiency to your call center by using standard assignment and round-robin queuing.
Contextual workspace
Deliver consistent service—no matter the agent—with added flexibility to adapt your helpdesk to evolving business needs.
Task automation
Eliminate repetitive work through automated updates, responses, escalations, and assignments to reduce the number of costly errors and agent churn.
Frictionless agent knowledge
Deliver tailored responses at the right time.
Contextual experiences
Configure knowledge to fit your business’s and agents’ needs with guaranteed consistent and accurate answers.
Rich knowledge authoring
Build agent and customer experiences consistent with your brand look-and-feel by using WYSIWYG content editors, rich text, and HTML support.
Precise search capabilities
Guide users one step at a time through search, regardless of language or phrasing.
Guided assistance and support
Guide agents through a series of questions and answers to quickly diagnose issues and troubleshoot problems.
Standardize troubleshooting
Help agents serve customers quickly with guides to help them diagnose issues, troubleshoot problems, and provide the best answers.
Multichannel deployment
Support customers in their preferred channels. Deliver guides and manuals anywhere—on the web, in the contact center, via email, or in chat sessions.
Multimedia support
Work with customers using the the content they prefer, such as pictures and multimedia, to add context and help resolve questions quickly.
Customer feedback management
Consistently capture the voice of the customer across all channels and consolidate that feedback into actionable insights.
Proactively solicit feedback
Create and publish surveys that proactively gather customer feedback after call center interactions to help you understand and improve service engagements.
Agent feedback
Provide agents with direct insight into customer satisfaction to improve the service experience.
Automated follow-up
Speed up issue resolution with immediate, automated follow-ups, such as creating incidents for other contact center agents or departments.
Real-time, actionable insights
Make better service decisions using a variety of best practice-based, prebuilt, and custom reports.
Custom reporting
Create the right reports for your business. With report designer, you have a high-level view of your customer service organization, customized to the way you want to view it.
Real-time monitoring
Understand your agent interactions and view their activity—in real time—across multiple channels with supervisor-level dashboards.
Contact center customer successes
Oracle helps some of the best businesses build the best customer interactions and experiences with a powerful service cloud offering.
Smiths Medical’s contact center agents are laser-focused on customers with their unified service solution.
Key benefits
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Improve resolution consistency
Agents manage all service interactions from a single console, providing data and context, for consistent, accelerated issue resolution.
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Reduce new hire training costs
Reduce agent training time while ensuring consistent troubleshooting, improved first-time resolution rates, and better customer experiences.
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Improve agent productivity and engagement
Increase agent productivity with intuitive tools, including agent scripting, contextual workspaces, guided assistance, and real-time analytics.
Oracle Named a Leader in the Gartner Magic Quadrant for CRM Customer Engagement Center—for the 9th Year in a Row
Shawn Myers, Director, Product Marketing, Oracle Cloud CX ApplicationsOracle is proud to be named a Leader in the Gartner 2020 Magic Quadrant for Customer Engagement Center. We earned that designation based on our ability to execute and our completeness of vision. For service organizations, there has never been a more important time to deliver the right service, at the right moment to keep customers happy and engaged.
Read the complete postResources
CX Service release readiness
See what’s new in Oracle B2C Service including the agent console. Review the latest features including capability overviews, business benefits, setup considerations, and usage tips.
Additional information:
Documentation
Oracle offers a wide range of documentation, videos, and tutorials that will help you learn more about Oracle CX. You'll find all of these resources and more in the Oracle Help Center.
Additional information:
Cloud Customer Connect
Cloud Customer Connect, Oracle's premier online cloud community, is specifically designed to promote peer-to-peer collaboration and the sharing of best practices. Members can keep pace with product strategy and provide a cloud solution feedback channel directly to Oracle development. Community members benefit by leveraging the collective knowledge of Oracle Cloud customers and product experts.
Other community resources
Develop your Service Center skills
Oracle University provides learning solutions to help build cloud skills, validate expertise, and accelerate adoption. Learn more about training and certification you can rely on to ensure your organization's success.
Learning resources
Cloud Marketplace
Extend your service ecosystem and power innovation with partner applications and services available through Oracle Cloud Marketplace. Find the most comprehensive list of apps for sales, service, marketing, ecommerce, and more.