Oracle Service Cloud

DIFFERENTIATE YOUR BRAND.

BY DELOPING LASTING, PROFITABLE RELATIONSHIPS WITH UNFIED WEB, SOCIAL, AND CONTACT CENTER EXPERIENCES.

Oracle Service Cloud delivers complete, out-of-the-box, cross-channel customer service in the cloud. With a unified platform for Web, Social and Contact Center, you have the power to build stronger customer relationships and deliver more profitable interactions with Oracle than with any other Customer Service provider.

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BUILD STRONGER CUSTOMER RELATIONSHIPS

 

Connect Engagements

Be consistent as engagements move across channels

Understand Needs

Infuse actionable insight for greater customer value

Solve Problems

Deliver the right answers at the right time, every-time

Delight Customers

Provide reliable, adaptive experiences anywhere

 

FEATURES

KNOWLEDGE MANAGEMENT

  • Content Authoring
    Rapidly deliver knowledge through complex workflow approvals
  • Semantic Search
    Create guided flows for navigating users to the right answers across multiple content sources
  • Knowledge Analytics
    Gain deeper insight into customer interactions and knowledge gaps
  • Integrated Apps
    Deliver knowledge at the point of need using Web Self Service and Contact Center Apps
  • Knowledge APIs
    Leveraging customer context and data from external systems for step by step guidance

CROSS-CHANNEL CONTACT CENTER

  • Case Management
    Manage timely resolution of incidents across all your channels
  • Guided Resolution
    Dynamically capture critical information through guided dialogues
  • Customer Engagement
    Personalize proactive communications with your customers from deep service profiles
  • Social Contact Center
    Infuse social listening and engagement into the contact center
  • Agent Mobility
    Enable agents to resolve issues even when away from their desk
  • Unified Agent Desktop
    Integrate other systems into one unified experience for your agents

WEB CUSTOMER SERVICE

  • Web Self Service
    Empower customers to easily self-solve their issues anywhere
  • Social Self Service
    Enable collaboration for support issues on your website and Facebook
  • Email Support
    Receive answers and manage responses through email, SMS and web
  • Live Chat
    Chat with customers through assisted online service interactions
  • Virtual Assistant
    Handhold customers across online points of contact to resolution
  • Smart Engagement
    Intelligently engage with customers on every touch point

POLICY AUTOMATION

  • Dynamic Interviews
    Dynamic interviews deliver tailored advice for every customer
  • Compliance Management
    Show adherence to regulations and policy in every customer engagement
  • Rule Modeling
    Intuitive policy designer for modeling and testing against source material
  • Policy Lifecycle
    Collaborate with stakeholders to update, test and deploy policy changes
  • Policy Analytics
    Measure and compare the impact of current and changing policies
  • Determination Services
    Share logic across any channels, processes and devices

FIELD SERVICE MANAGMENT

  • Capacity Management
    Leverage planning tools to enable optimized and efficient use of all resources and mobile employees
  • Routing and Scheduling
    Predictive engine gets the right mobile employee with the right skills and equipment to every job on time
  • Manage, Dispatch, and Locate
    Monitor and manage the field to improve efficiency while tracking and validating location in real time
  • Mobility
    Empower mobile employees with critical job information and tools on any mobile device
  • Team Collaboration
    Context-aware peer-to-peer collaboration for instant communication, work independence, and knowledge sharing
  • Customer Communication
    Proactively alert customers and teams about appointment status via their preferred communication channels