Data Sheets

Service

Oracle Service Cloud Analytics
Oracle Service Cloud provides actionable insight, empowering organizations to make better and quicker decisions. Fully integrated across all Oracle Service Cloud products, Oracle Service Cloud Analytics delivers full visibility across all customer touchpoints, spanning customer service, sales, marketing, and feedback functions. It also provides visibility across all interaction channels by capturing, organizing, presenting, and disseminating real-time actionable knowledge with speed and flexibility. The result: a better customer experience, improved understanding of customer interactions, increased operational efficiency, and superior business performance.

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Oracle Service Cloud Chat
Oracle Service Cloud Chat enables companies to provide a premium web experience that delivers proven results, including higher customer satisfaction, increased conversion, and improved efficiency. It provides a way to engage customers before they abandon their purchases and also assist website visitors who are having problems solving service issues on their own. Sessions can be initiated by customers or triggered proactively, based on company-defined rules. With Oracle Service Cloud Chat, agents can always guide your customers to the best answers and outcomes.

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Oracle Service Cloud Standalone Co-browse
Oracle Standalone Co-browse Dynamic Agent Desktop Cloud Service creates an optimal customer and agent experience by enabling screen sharing during a customer interaction, while remaining simple to launch, allowing all necessary visibility, and maintaining customer privacy and security. Oracle Standalone Co-browse helps companies meet strategic customer service and sales goals.

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Oracle Service Cloud Add-on Co-browse
The Oracle Service Cloud Co-browse add-on for Chat, Dynamic Agent Desktop or Enterprise Contact Center provides real-time visual collaboration to improve the quality of Web customer interactions. Oracle Service Cloud Co-browse enables customer service agents to visually guide customers through online environments while they talk or chat. As a result, your brand gets a boost as visitors find what they need and feel positive about the service they receive in the process.

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Oracle Service Cloud Dynamic Agent Desktop
Oracle Service Cloud Dynamic Agent Desktop guides your agents with relevant knowledge, dynamically learning from every interaction so every agent can perform like your best agents to quickly address the customer’s immediate issue. By unifying enterprise systems and guiding call center agents through business processes across channels, agent pools, and geographies, Oracle Service Cloud Dynamic Agent Desktop delivers happy customers and highly productive agents.

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Oracle Service Cloud Dynamic Agent Desktop Contact Center Experience Designer
How do you bridge the gap between internal processes and customer experiences? The Contact Center Experience Designer feature of Oracle Service Cloud Dynamic Agent Desktop gives you control of the customer experience. You decide how agents should handle each situation and then design the experience to match. With Contact Center Experience Designer, it’s easy to design end-to-end experiences for the multichannel Oracle Service Cloud Dynamic Agent Desktop.

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Oracle Service Cloud Cross-Channel Contact Center
Oracle Service Cloud Cross Channel Customer Service enables organizations to provide quick and consistent, pro-active and re-active assisted service across multiple channels.

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Oracle Service Cloud Email Management
Communicating clearly and promptly through email is essential to providing great customer experiences. And although these e-mails represent important communications from customers, tracking and responding to them can be taxing, straining for resource-strapped contact centers and frustrating for customers. Oracle Service Cloud Email Management helps you stay ahead, tracking responses, automating answers from the knowledgebase, and escalating highly emotional e-mails. Oracle Service Cloud Email Management will enable you to better and more quickly response to your customers; your agents and your customers will thank you.

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Oracle Service Cloud Feedback
Oracle Service Cloud Feedback is a fully integrated, multichannel enterprise feedback solution that enables you to capture, measure, and act on critical customer insight so that you can continuously improve the customer experience. Oracle RightNow Feedback Cloud Service makes it easy to listen to and act on customer feedback across Website, social media, and contact center touch points. The result: improved customer loyalty and retention.

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Oracle Service Cloud Guided Assistance
Oracle Service Cloud Guided Assistance enables you to build guides that lead agents and customers through a series of questions and answers to direct them to the help and information they desire. These guides can be built with a single tool and used with Oracle Service Cloud Customer Portal to help customers or as part of the Oracle Service Cloud Dynamic Agent Desktop to assist agents.

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Oracle RightNow Innovation Community Cloud Service

Oracle RightNow Innovation Community Cloud Service enables you to connect and collaborate with your most loyal, knowledgeable customers—the ones with strong opinions and great product ideas.

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Oracle Service Cloud Outreach
Oracle Service Cloud Outreach helps organizations create proactive, relevant communications based on complete knowledge of their customers. Communication activity is automatically added to customer records to give agents a complete and accurate view of outbound customer interactions.

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Oracle Policy Automation for Mobile Devices
Mobile workers are increasingly expected to make immediate decisions about pricing, risk and eligibility without returning to the office. Ensuring mobile workers make decisions that are consistent with current corporate policies and best practices improves both the customer experience and corprate compliance.

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Oracle RightNow PCI Certified Cloud Platform Cloud Service

Oracle RightNow PCI Certified Cloud Platform Cloud Service is part of Oracle RightNow Platform and offers a PCI-certified cloud service as an extension of its software as a service (SaaS) offering.

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Oracle Service Cloud Platform
In this complex, ever-changing world, every interaction matters. To deliver customer experience excellence, you need to rapidly adapt to evolving business needs; provide consistent and insightful interactions; and deliver proven, reliable service. That’s where Oracle Service Cloud Platform excels.

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Oracle Service Cloud and Oracle e-Business Suite Accelerator
As customers start to transition to the cloud, Oracle has made it easy to bring together the power of Oracle Service Cloud and Oracle e-Business Suite (EBS). EBS Customers will be able to leverage their existing investment while taking advantage of Oracle’s industry leading Customer Experience Software-as-a-Service product.

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Oracle Service Cloud and Oracle Siebel Accelerator
As customers start to transition to the cloud, Oracle has made it easy to bring together the power of Oracle Service Cloud and Oracle Siebel. Siebel Customers will be able to leverage their existing investment while taking advantage of Oracle’s industry leading Customer Experience Software-as-a-Service product.

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Oracle RightNow Self Service for Facebook Cloud Service

Oracle RightNow Self Service for Facebook Cloud Service gives your customers and fans multiple options for interacting with your organization—including self-service, crowd service, and agent-assisted service—directly from a customer service tab on your Facebook page.

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Oracle Service Cloud Social Monitor
Oracle Service Cloud Social Monitor enables your organization to follow relevant real-time discussions related to your products and services that are occurring socially on the web. With Social Monitor you’ll never be left out of a critical conversation. Most importantly, it is part of the leading customer experience suite, Oracle Service Cloud, so you can determine actionable next steps to address the needs of customers or prospective customers across social, web, and contact center experiences.

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Oracle Service Cloud Virtual CIO
Oracle Service Cloud Virtual CIO provides near-real-time visibility into important operational metrics such as performance, availability, reliability, and scalability. This up to-the minute information provides CIOs and IT managers with the specific, actionable insight and trend analysis they need in order to make important business decisions, react quickly to changing business conditions, and plan more effectively.

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Oracle Service Cloud Web Customer Service
A reputation for excellent customer service can differentiate your brand and drive revenue. Oracle helps you earn that reputation by transforming your online web service into a highly interactive customer experience. Oracle Service Cloud Web Customer Service pushes relevant knowledge to where your customers need it, harnessing the external Web 2.0 knowledge assets they require to make purchasing decisions.

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Oracle Knowledge Management
As customer expectations rise, delivering personalized experiences that improve customer loyalty, increase acquisition and optimize efficiency is increasingly more challenging to achieve. Oracle Knowledge offers organizations a differentiated advantage to deliver seamless customer experiences.

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Oracle Policy Automation for Mobile Devices
Mobile workers are increasingly expected to make immediate decisions about pricing, risk and eligibility without returning to the office. Ensuring mobile workers make decisions that are consistent with current corporate policies and best practices improves both the customer experience and corprate compliance.

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Oracle Service Cloud Policy Automation
Public and private sector organizations face common problems in delivering the best possible customer service: cost constraints, frequently changing policies and complex legislation, a skills shortage, stiff competition and demanding customers. This environment makes it challenging to deliver accurate, up-to-date, multi-channel advice. Policy Automation enables organizations in all industries to achieve greater business agility through the automation of the service policies, processes and regulation to provide superior customer experiences.

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Oracle Service Cloud Community Self Service
Oracle Service Cloud Community Self Service enables companies to easily create and maintain a peer-to-peer support community as an integrated part of the web service experience.  When customers navigate around a support site or search for answers, Community Self Service ensures that they can see valuable perspectives from other customers right along-side answers and information provided by the company.  Customers no longer have to navigate to a separate forum area in order to access this type of content, as it’s embedded into the self-service experience no matter where customers are on their journey.  This new way of incorporating communities into the web service experience also gives companies access to actionable insights that help improve knowledge and performance across service channels.

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