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Oracle Digital Customer Service

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 Service product tour
See it in action

Explore Oracle Digital Customer Service

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.

Oracle Digital Assistant

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.

Customer self-service

Give your customers the fastest, most efficient self-service issue resolution—without engaging a contact center agent.

Robust intelligence

Free up customer service agents to handle escalated requests while delegating day-to-day task resolution to the digital assistant.

Automate service

Leverage the power of Oracle Digital Assistant, Intelligent Advisor, and Knowledge Management to create the perfect menu of digital options for better customer service experiences.

Digital assistant skills

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.

“As an agent” routing

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.


Proactive web inlays

Give your customers opportunities to chat with a service agent or search for answers in your knowledgebase while continuing to browse your website.

Proactive and ad hoc chats

Offer live chats based on either agent availability or specific customer-led scenarios.

Customer scenario-based chats

Offer customer-initiated syndicated chats when available or specific, customer-led scenarios happen.

Survey support

Provide a post-chat survey to collect valuable customer feedback.

Answer ranking

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.

Time spent on chat

Understand the amount of time a visitor spends on a chat—including the wait time ahead of chat initiation—to identify improvement opportunities.


Customers and service agents benefit from live chat

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.

Convenient conversation routing

Chat routing, conferencing, seamless transfer, and supervisor monitoring.

Information at agents’ fingertips

Embedded knowledge management for quick access to relevant content and in-depth knowledge articles.

Easy-to-navigate dashboard

Live chat for Oracle B2C Service is a native part of the Oracle Service agent desktop and provides easy drag-and-drop administration.

Efficient escalation

Agents need just a single click to escalate to a video chat or cobrowse session.


Advanced video chat

Create better customer service engagements with a face-to-face video service that provides the right information, advice, and guidance.

Chat-to-video escalation

Allow agents to switch from a live chat to a two-way video chat with the customer’s consent.

Bidirectional video

Create face-to-face connections between the agent and the customer with two-way video streaming.

Unidirectional video

Adapt your interactions to the situation with one-way video streaming between the agent and the customer. Only one party can see the other.

Voice call

Activate instant web callback and connect agents by voice to begin interacting with customers within seconds.

Mobile support

Let customers using live chat on mobile devices switch to video chat without disconnecting from mobile.


Text-based and social messaging

Provide customers with the ability to connect to agents through SMS text and social messaging.

Social media support

Provide service at the point of need with flexible communication options on social medial channels, such as Facebook Messenger and WeChat.

Agent console integration

Effortlessly funnel messages into your agents’ consoles for that all-important 360-degree customer view.

Knowledge Management support

Quickly link customers to needed information by sharing knowledge articles and answers through chat.

Agent productivity

Boost customer service agent efficiency by providing automated support through SmartAssistant, comprehensive knowledgebase, and SmartText.

Context and history

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.


Unified rule definition and management

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.

Multisite environment support

Create and edit an unlimited number of sites for testing and analysis or distinguish some as public-facing sites, based on specified criteria.

Rules editor

Unify rule definition and management into one scalable and responsive solution.

Associate rules with sites

Discover outdated content, learn which articles are most popular, and flag bottlenecks by tracking how knowledge is authored and published.

User dashboard

Display all rules and sites to quickly identify which rules are used on which sites and their current status.

A/B testing

See how individual changes to your website impact visitors’ behavior to improve your site design and user experiences.


Integrated and standalone cobrowse

Let service agents see customers’ screens in real time to resolve issues faster, increase revenue per call, and improve web and mobile customer experiences.

Device type flexibility

Screen share using any combination of web, mobile, or desktop. Work with all types of rich online media and dynamic content.

Customer privacy protection

Assure customer privacy. Customers have control over what agents can see and do during screen share sessions.

Customer control

Put customers in the driver’s seat. Let them maintain control and terminate the cobrowse session at any time.

Analytics, reporting, auditing

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.


Context-driven, proactive customer engagement

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.

Modern collaboration tools

Improve the service agent experience and team collaboration with a browser-based agent portal that offers shared inboxes, queues, and customer insight views.

Telephony-to-digital integration

Enhance telephone interactions with digital experiences, such as supplementing voice communication with visual content.

Contextual-based routing

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.

Integrated insights and analytics

Capture and analyze data across digital interaction points to better understand individual and team performance and customer engagement successes with integrated reporting and analytics.

Why choose Oracle Digital Customer Service?

  • Create digital-first experiences for your customers

    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.

    See how Razer is delivering digital-first service experiences (2:59)

  • Improve your organization’s data visibility

    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.

    Explore the integration with Oracle Unity

  • Simplify customer service delivery

    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.

    Take a tour of live chat for Oracle Service

Digital service is redefining customer experiences

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.

Oracle Digital Customer Service customer successes

View more customer successes

Learn how companies like yours use Oracle’s campaign management features to succeed. Click on the logos to read their stories.

June 7, 2022

6 ways to meet customer expectations with intelligent customer service

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

Featured blogs

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Resources

Cloud readiness

Best practices and resources

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.

Documentation

Documentation

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.

Cloud learning

Develop your 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.

CX Cloud Marketplace

Oracle 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.

Consulting and partner services

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.

Additional solutions you may be interested in

Oracle Service Center

Customer contact center platform

Oracle Knowledge Management

The right knowledge at the right time

Oracle Commerce

Connected B2B and B2C commerce

Oracle Intelligent Advisor

Advice and decision automation

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