Featured Data Sheet

Modern Customer Experience: Engaging the Voice of “Smart Things”

The modern customer experience is undergoing a rapid and unprecedented transformation. Human adoption and interaction with smart, connected objects is growing exponentially, fueled by increasing investment in wireless and network bandwidth and compounded by the decreasing cost and size of sensors and processors.

Oracle Field Service Capacity Cloud Service

Does your field service operation have a reliable metric for how much work it can accomplish in a single day? With Oracle Field Service Capacity Cloud Service, you see exactly how much work can be completed each day based on available resources. Get the insight to focus your field resources on the work that’s most critical to your business.

Oracle Field Service Cloud Service

Is delivering efficient field service critical to your business? Are you constantly challenged to reduce costs while increasing efficiency? Do you need to meet service-level agreements (SLAs), service customers waiting at homes and businesses, or respond to machine-generated service alerts? Oracle Field Service Cloud Service is built on time-based, self-learning, and predictive technology, empowering you to solve business problems while evolving your field service organization. This foundational technology empowers users with accuracy, context, and intelligence through seven powerful modules.

Oracle Field Service Cloud Service for Communications

The global communications industry is constantly challenged to improve service and meet customer commitments while increasing efficiency and reducing costs. If you’ve found it difficult to meet these goals, take a closer look at how optimizing your mobile workforce can help you achieve those business objectives.

Oracle Field Service Cloud Service for Home Health Care

The home health care industry is challenged to provide quality care while realizing cost savings and efficiencies. Oracle Field Service Cloud can help achieve this by optimizing field operations and providing the back office and management with visibility over day-to-day activities.

Oracle Field Service Collaboration Cloud Service

When your field workforce is more connected, employees are more empowered to solve problems, self-manage, and work as a team to provide outstanding customer service. With Oracle Field Service Collaboration Cloud Service, you can streamline communication between all members of your field team.

Oracle Field Service Core Manage Cloud Service

At the heart of Oracle Field Service Cloud is Oracle Field Service Cloud Core Manage. This module provides the tools that empower you to manage field operations centrally from a single interface, improving visibility, on-time arrival, and efficiency.

Oracle Field Service Customer Communication Cloud Service

Customers are vital to your business and satisfaction is a critical metric that can make or break your bottom line. Keeping customers informed is simplified when you can automate communication. Oracle Field Service Customer Communication Cloud Service gives customers more choices, more flexibility, and more information.

Oracle Field Service Forecasting Cloud Service

How do you determine future demand for field work? Is your planning based on the capacity you have rather than based on accurate demand predictions? Oracle Field Service Forecasting helps you take planning a step further: understand future demand and make more intelligent staffing decisions to ensure that you’re always prepared to meet the needs of your customers.

Oracle Field Service Mobility Cloud Service

At the core of every field service operation are the mobile employees who must serve customers face-to-face, in the most efficient manner possible. Empower field employees with everything they need to succeed in the field, delivered to their mobile device through a powerful browser-based mobile application. Oracle Field Service Mobility Cloud Service provides instant access to accurate information for outstanding productivity.

Oracle Field Service Routing Cloud Service

Does your field service operation need precise routing to provide outstanding customer satisfaction while reducing costs? Leverage Oracle Field Service Routing Cloud Service—the industry’s only time-based, predictive routing engine—to get the right mobile employee to the right job at the right time, every time.

Oracle Field Service Smart Location Cloud Service

Managing an efficient field service operation means knowing where your field resources are located and how efficiently they’re getting to appointments. Oracle Field Service Smart Location Cloud Service provides reliable resource location, allowing you to see the real-time location of all field employees, not just vehicles.

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.

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 touch points, spanning customer service, sales, marketing, and feedback functions.

Oracle Service Cloud and Oracle Field Service Cloud Accelerator

If your contact center and field service operations are still functioning as independent entities, you have new opportunities to elevate customer satisfaction and drive greater efficiencies in your service processes.

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.

Oracle Service Cloud CoBrowse

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.

Oracle Service Cloud Community Self Service

Oracle Service Cloud Community Self Service is community and peer-to-peer knowledge sharing functionality built directly into the Oracle Service Cloud product.

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.

Oracle Service Cloud CTI

Through the use of Computer Telephony Integration (CTI), organizations can provide agents with a communication-enabled dynamic desktop that supports call control, screen pops, and multichannel queuing and routing. Oracle Service Cloud integrates with many industry leading communication vendors, allowing organizations to utilize best of breed functionality and leverage existing infrastructure.

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.

Oracle Service Cloud Dynamic Agent Desktop Contact Center Experience Designer

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.

Oracle Service Cloud Email Management

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.

Oracle Service Cloud Experience Routing

When customers today need help, they most often start with a company’s website, often escalating from self-service channels into an assisted channel directly from the Web. This presents both a challenge and an opportunity for companies needing a smart way to route these customers to the right agent at the right time. With Oracle Service Cloud Experience Routing, companies can utilize insights gained from customers’ online interactions to better handle routing and prioritization.

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 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.

Oracle Service Cloud HIPAA Cloud Platform Service

The HIPAA Cloud Platform Service leverages the Oracle Service Cloud Platform environment to provide enhanced controls designed to assist customers in protecting the confidentiality, integrity, and availability of electronic Protected Health Information (ePHI).

Oracle Service Cloud Knowledge Advanced

Oracle Service Cloud Knowledge Advanced provides a fully integrated knowledge management solution that delivers a seamless, consistent experience across all channels, from selfservice, contact center to communities and social sites.

Oracle Service Cloud Mobile Web Customer Service

Today, customers are as likely to visit your website via a mobile device as they are on a PC, which means customer service options must be optimized for smartphones, game consoles, tablets, or GPS systems. Oracle Service Cloud Mobile Web Customer Service helps businesses create an exceptional mobile web experience solution every time, regardless of device or browser.

Oracle Service Cloud Oracle eBusiness 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.

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.

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.

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.

Oracle Service Cloud Platform PCI Cloud

Oracle Service Cloud offers a PCI-certified cloud service as an extension of its software-as-a-service (SaaS) offering. Safeguarding credit card information and maintaining compliance with the Payment Card Industry (PCI) Data Security Standards (DSS) is a requirement for enterprises and government agencies that accept, process, and/or store credit card information.

Oracle Service Cloud Policy Automation

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.

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.

Oracle Service Cloud Standalone Cobrowse

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.

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.

Service and Repair in the Cloud

The ultimate test of your customer service comes when one of your products breaks. How fast you fix the problem and how you engage the customer determine whether you still have a customer or if your competitor has a new one.
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