Multi-Channel Customer Service

Case Management
Manage the timely resolution of customer inquiries across email, phone, and social channels on a single platform.
Guided Resolution
Effectively guide agents to resolution through knowledge and intuitive agent workspaces to ensure productivity and consistency.
Contextual Agent Experience
Declutter the agent desktop to provide agents with relevant context of the customer, previous interactions, and helpful data.
Unified Agent Desktop
Easily integrate systems into one unified desktop for agents.
KPIs and Customer Insight
Monitor service operations KPIs with hundreds of out-of-the-box reports and obtain actionable customer insight with analytics.
Highly Configurable
Configure and manage service operations with agility, low TCO, and low dependency on technical resources.

Web Customer Service

Seamless Customer Experience
Provide a seamless customer experience in 33 languages across multiple touch points—from your knowledge foundation and contact center, to your corporate website and social communities.
Lower Support Costs
Reduce contact center costs by streamlining the delivery and maintenance of a customer service site across numerous devices and device types.
Deliver Exceptional Mobile Experiences
Connect to the web via mobile devices and take advantage of the template and knowledge foundation within Oracle Service Cloud Customer Portal, leveraging the capabilities and interaction patterns (such as touch screen) of the latest mobile devices.

Knowledge Management

Proactive Answers
Deliver the most relevant answers to customers with SmartAssistant, and leverage contextual knowledge to deliver agent knowledge based on incident information.
Self-Learning Search
Minimize knowledge maintenance with self-learning capabilities that dynamically bubble the best answers to the top.
Integrated Analytics
Gain deeper insight into customer interactions and knowledge gaps with easy-to-use, drag-and-drop report builder and analytics dashboards.
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