Oracle Modern Best Practice—Contact Resolution
- Overview
- Sensor Alert
- Customer Sentiment
- Contact to Resolution
- Social Listening
- Request to Dispatch
- Knowledge Management
- Topics and Trends
Customer Contact to Resolution
The mobile, social, analytic, internet of things, and big data capabilities built into modern best practices have enabled organizations to dramatically improve first-contact resolution. Manage incident status more effectively by monitoring and interacting with your entire enterprise throughout the resolution process. Take advantage of the cloud to securely research and report incidents on one consolidated knowledgebase that spans channels and departments. Use the following modern best practice as your roadmap to an optimal customer service experience.
Deliver Knowledge Across Multiple Channels
- Deliver a personalized customer service experience
- Collaborate via a secure social network
- Support mobile transactions
- Provide clear and readable information to agents and customers
- Make it easy to author, publish, and maintain knowledge across multiple channels
Mobile. Social. Internet of Things. Big Data.Capture Initial Contact
Record customer contact via email, phone, web, chat, or social media.
Mobile. Analytics. Social. Big Data.Unify Customer Information
Consolidate multi-channel customer data.
Mobile. Social.Create Incident Reports
Create and assign incidents to provide personalized interaction and service.
Mobile. Social.Identify Solution
Research answers from internal knowledge repository and external sources.
Mobile.Escalate Incident (Optional)
Prioritize incidents and assign to expert agent.
Mobile. Social.Deliver Resolution
Apply/provide solutions. Close incident and collect customer feedback.
Mobile. Big Data. Social.Update Knowledge
Automatically incorporate new information into knowledge repository.
Mobile.Track Service Costs
Process applicable charges.
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