Oracle Service Cloud

- Modern Customer Service

Customer Portal

Enables you to provide customers with highly personalized, interactive service on the Web.

Your customers will be able to receive answers to their questions, complete transactions, submit support issues and query your knowledge base.

With an open line of communication, and a range of self-service options, you'll boost customer satisfaction as well as long-term retention.

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

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