Oracle Service Center

Dynamic agent workspace

Empower customer service agents with a modern, conversational UI built to support a range of service types, from high-velocity transactional service inquiries to complex, long-running service engagements.

Configurable agent user experience

Personalize the agent experience by consolidating relevant data, related objects, and productivity tools into a single view with a smart action bar to access hundreds of resolution actions with one click.

Enhance data visibility

Make service history, past conversations, and customer data from CRM and back-office systems—such as contracts, billing, and supply chain—visible to agents without toggling between screens or applications.

Omnichannel engagement

Oracle Service Center supports all the digital customer service channels your customers prefer to engage with, including email, chat, phone, video, SMS messaging, and more, from the same screen.

Productivity tools

Configure how customer inquiries should be routed to your service teams and then empower your agents with knowledge management, decision automation, and collaboration tools to improve efficiency and reduce errors.

Streamline workflows and automate tasks

Route incoming customer service inquiries or employee help desk cases to the best available agent based on your business rules and requirements. Then use task-based workflows to eliminate repetitive work by automating updates, responses, escalations, and assignments.

Swarm issues to accelerate resolution

Enable agents to reach across departments and tag in subject-matter experts to get help fast and reduce customer wait times. Oracle Service Center integrates with Slack and Microsoft Teams, enabling cross-team conversations without leaving the agent workspace.

AI-fueled service delivery

Embed decision automation capabilities, plus AI-generated suggestions for knowledge articles and next-best actions to scale best practices, enforce business rules, and guide agents to provide consistent service outcomes.

Case management

Enable case managers to manage complex and sensitive service issues with multiple stakeholders. Deliver consistent, compliant interactions with customers, employees, and citizens, no matter how they engage or who they interact with.

Intuitive user experience

Easily locate customer information, take actions, and complete activities quickly with fewer clicks and less effort. Predictive search anticipates what a case manager wants to do next while a conversational interface lets them express their needs in plain language.

Smart actions and plans

Enable case managers to build action plans and workflows as well as create and assign tasks across the business. Contextual suggestions for next steps based on rules and patterns of similar users, cases, and circumstances help ensure consistency and integrated process automation and support long-running, complex situations that may require many steps or data from other systems.

Consistent, personalized interactions across digital channels

Empower customers and citizens to interact on the channel of their choice, such as text, chat, mobile, web, and collaboration tools, like Slack and Microsoft Teams, with the confidence that an organization, company, or government department will have the necessary data to address their specific, unique circumstances.

Security and visibility

Collect data from every customer and citizen interaction as well as every action taken on their behalf while ensuring case managers have secure access to the information they need to consider each citizen or customer’s unique circumstances and solve problems. Deliver an at-a-glance, 360-degree view of key aspects of a customer’s or citizen’s case with connections to related people, such as family members, other employees, and other cases.

Insights and feedback

Request and act on real-time customer feedback across multiple channels, including web, social, and contact center touchpoints. Monitor and improve the efficiency of your customer service teams.

Real-time monitoring

Analyze your agent interactions and track their activity—in real time—to improve your customer service teams’ efficiency and overall impact. Design your own role-based dashboards and reports or choose from a library of more than 1000 prebuilt report options.

Capture customer feedback

Create and publish surveys that proactively gather customer feedback after call center interactions to better understand and improve service engagements. Classify customer sentiment into specific categories and quickly identify potential unhappy customers for immediate action or follow-up.