Deliver convenient, always-on customer service engagement using the channels your customers prefer most. Oracle’s digital customer service tools work across agent-assisted and self-service workflows, giving customers the option to seek answers on their own or speak directly to agents through live webchat, screen-sharing, video chat, or messaging platforms.
Learn how to improve customer satisfaction and reduce costs across self-service, agent-assisted, and field service workflows using automation and AI.
Customer service and support technology leaders can consult this report to help identify the service technology suite that best fits their needs.
Learn cutting-edge best practices for service delivery, including how AI and automation are transforming the way service teams operate. Explore our on-demand webcast catalog for insights.
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.
Expedite issue resolution and reduce costs by deflecting common customer inquiries to your branded, personalized self-service help center.
Curate a branded digital service experience using Oracle Visual Builder. Use pre-built templates and low-code tools to embed capabilities and enable business objects from Fusion Service and other Oracle Cloud Applications.
Provide 24/7 access to purchase history, product details, service requests, knowledge articles, and subscription information. Enable customers to quickly find answers, chat or talk to an agent, and schedule on-site service.
Establish business rules to engage—in real time—with website visitors. Capture visitor data and launch actions such as inserting content and triggering events throughout the entire engagement experience.
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)
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.
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.
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.
Learn how companies like yours use Oracle’s campaign management features to succeed. Click on the logos to read their stories.
Find best practices and useful resources that can help you make the most of your 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.
Social and SMS messaging
Text-based and social messaging
Enable customers to connect with agents on SMS text and social media channels such as Facebook Messenger and WeChat.
Preserve conversation history and context
Ensure a seamless customer experience during every interaction concerning a specific topic, issue, or question. Retain complete context and conversation history to eliminate the need for customers to repeat themselves when they engage your service team.
Support long-running, more complex inquiries
Asynchronous chat enables you to carrying over the context and history from one related interaction to the next across all communication channels
Boost agent productivity
AI-powered capabilities like SmartText and SmartAssistant help agents provide fast, relevant, consistent responses and issue resolution