Product Tour—Digital-First Customer Service
Engage with customers beyond just opening a service ticket
Welcome to Oracle Service
Helps service organizations, agents, and field technicians predict their customers’ needs and deliver positive service experiences when and where they want it.
One service experience across digital channels
Deliver branded, consistent service experiences across the channels your customers use most. Give them the option to seek answers on their own or speak directly to agents through co-browse, video chat, or messaging platforms.
Take initiative when solving customer problems
Ease your customer’s frustrations by offering service that can predict problems before they happen. By drawing on customer data, such as browsing history, transactional data, and recent customer service interactions, digital assistants can automatically trigger a relevant, predictive service engagement that helps solve a customer’s unique issue.
Get a complete customer view
Embedded data from Oracle Unity Customer Data Platform (CDP) helps customer service agents gain a complete customer view, improve efficiency, and enhance service quality.
Improve data visibility
Oracle offers front- and back-office solutions to help businesses connect data across service, marketing, sales, commerce, loyalty, finance, and supply chain. This allows service teams to find and execute resolutions more effectively.
Simplify customer service delivery
Help agents focus on high-value interactions by providing guided assistance and next-best action recommendations and automation for routine processes, all from within a single desktop application.
Respond to customers in context
Increase agent satisfaction, decrease turnover, and reduce incident handling time in the contact center by giving agents easy access to the knowledge they need to do their jobs well.
Simplify customer service delivery
Remove the manual creation, configuration, and deployment of rules so agents can focus on providing customers with consistent customer service. Automating decision-making for agents means they spend less time combing through data and more time creating personalized service experiences with customers.
Give your service organization, agents, and field technicians the ability to predict their customers’ needs and deliver positive service experiences when and where they want it.
See how Oracle Service can help you deliver personalized, convenient, and predictive digital-first customer service experiences.