Our new unified B2B agent desktop combines all interactions into one consolidated activity feed that works like familiar consumer apps, helping new agents get productive quickly. Reduce the time needed to train agents while improving first-time resolution rates and providing better customer experiences. Learn more about Oracle Service Center’s new features designed for your service agents Help service agents deliver faster, accurate, and more consistent customer resolutions with dynamic recommendations based on your organization's established best practices. 4 Ways to Better Serve Your Customers (PDF).Task automationĮliminate repetitive work through automated updates, responses, escalations, and assignments to reduce the number of costly errors and agent turnover. Leverage all the organizational expertise through a set of collaboration tools-embedded directly into the agent console-that provides the data and historical context of all previous and relevant interactions. Contextual workspaceĭeliver consistent service-no matter the agent-with added flexibility to adapt your contact center to evolving business needs. Make your call center more efficient by using standard assignment and round-robin queuing. Leverage dynamic, task-based workflows that adjust to each agent’s skills, situational context, and customer sentiment to deliver the best possible customer service to each individual.
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How to maximize the impact of visual engagement in customer service (PDF)Īutomatically route incoming call center and helpdesk cases to the best agent based on your business rules and requirements.Blog: The ROI of adopting visual channels for customer service.Blog: The power of augmenting a phone call or chat with visual channels.Solve problems faster by allowing agents to see exactly what your customers are seeing, with just the click of a button. Video chatĭeepen customer relationships by engaging face-to-face through bidirectional video chat through the same agent interface. Use the most popular messaging platforms to provide faster and more direct help, leading to better resolutions and more satisfied customers. Proactively engage with high-value visitors through assisted digital customer service using sophisticated skill-based routing to deliver the best possible experiences. Integrated telephony and universal queuingĪutomatically recognize individual customers and load only the information and screens relevant to meet the needs of the person you are communicating with. Deliver a personalized, branded customer service experience to each individual. Blog: How CRM improves customer service and CXĮngage with your customers at any time-on any channel-including email, chat, phone, video/visual engagement, text messaging, and more.Blog: 3 ways Oracle’s Agent Insights turns customer intelligence into action.Or choose from more than 1,000 best practice reports to understand and improve your customer service teams’ efficiency. Agent analyticsĭesign role-based dashboards and reports to track agent activity. Improve customer service agent efficiency and resolve issues faster with easy, scripted workflows, proactively generated recommendations, and next-best–action suggestions to capture critical customer information and guide agents to the next-best step. Our new B2B agent console mimics familiar consumer apps with its searchable, scrollable conversation thread. Decluttered agent desktopĮmpower B2B customer service agents to access all service requests, account data, and knowledge management and collaboration tools within a completely intuitive user interface. Highly configurableĬustomize the agent console to meet your unique business requirements-without the need for extensive third-party applications or integrations. Improve service insights and reliability with a platform that connects data between CRM and back-office systems while providing industry-leading stability, scalability, and flexibility. Design your own, role-based dashboards or choose from more than 1,000 best practice reports to track agent activity. Monitor and improve the efficiency of your customer service teams.
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