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  1. Applications
  2. Customer Experience

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Deliver service through any channel at any time, while balancing automation with high-value customer engagement. Oracle CX Service (part of Oracle Cloud CX) offers solutions for B2C, B2B, and field service to help your business exceed customer expectations.

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Get service essentials right

Download our four-part 2020 Guide to Customer Service for expert insights on navigating the CX strategic planning process.

Get the report (PDF)
See why Oracle is a CX leader

Learn about the latest customer service trends and why Oracle is a leader in The Forrester Wave™: Customer Service Solutions.

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Balance self-service and assisted service to build meaningful connections with customers on their preferred channels. Oracle CX Service delivers personalized, seamless interactions throughout the customer journey.

Watch the CX Service video (1:16)
service anywhere, anytime

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Exceed customer expectations by predicting the need for service, automating processes, and delivering tailored responses to each customer at the right time. Oracle CX Service energizes your service strategy and accelerates business transformation.

Find ways to better serve your customers (PDF)
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Remove complexity for your service team in the contact center, out in the field, and in person. Through unified applications, prescriptive user interfaces, and AI, Oracle CX Service helps them focus on customers to build trust and deliver a better experience.

Find new approaches to customer service
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Deliver end-to-end field service, improve visibility, on-time arrival, and productivity of your field workers with Oracle Field Service. Keep customers informed throughout the process and ensure problems are fixed right the first time.

A leader in Field Service
human side of service
View all customer successes

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Watch the video (2:33)
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May 14, 2020

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In times of crisis, customer service organizations need to rapidly respond to changing information and support new and unpredictable inquiries. Flexible knowledge management solutions, configurable service center infrastructure, and the ability to automate rules and workflows are a must.

Read the full post

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  • April 8, 2020 Data Is the Foundation for Differentiated Customer Service
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Recharge agents with a simplified, automated experience that helps them offer seamless and meaningful service anytime and anywhere on customers’ preferred channels.

Product details
Modules
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  • Built for high-volume environments
  • Energizes service with automation
  • Simplifies the human side of service
  • Provides data-driven, innovative service

Connect your team’s view of high-value accounts

Streamline interactions and jump-start collaboration between multiple teams while connecting front-office with back-office applications to create a 360-degree view of customer accounts throughout their journey.

Product details
Modules
  • Account focused
  • Make connections anytime, anywhere
  • Elegant front- and back-office capabilities
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Deliver complete field service

Keep customers informed throughout the entire service lifecycle while improving the productivity of your field service operations. Empower your team with mobile tools on any device.

Product details
Read about technician tracking
Modules
  • Core application
  • Mobility
  • Real-time traffic routing
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  • Collaboration
  • Capacity and quota management
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  • Communication
  • Where is my technician
  • Forecasting
  • Mobile plug-in framework
  • Contingent worker
  • Real-time reports and dashboards

Proactively respond to real-time demand

Provide the flexibility of multiple touchpoints and action-oriented interactions to meet real-time demand. Proactively engage with your customers anywhere, anytime through intelligent chat and advisor tools.

Explore Digital Customer Service
How visual CX humanizes service
Modules
  • Self-service
  • Embedded inlays
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  • Messaging
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Explore Service Center
    Modules
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  • Guided resolution
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Deliver the right information on any channel

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Provide answers now
Modules
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  • Robust, built-in analytics
  • Embed knowledge everywhere

Automate advice and decisions

Give your customers personalized, agile, and transparent support throughout their journey. Oracle Intelligent Advisor automates decisions and energizes service experiences.

Explore Intelligent Advisor
Try new approaches to customer service
Modules
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  • Agent guidance
  • Advice authoring
  • Advice analytics
  • Decision services
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Enrich customer data quality

Maintain accurate records and fight rogue customer data. Oracle Customer Data Management for B2C Service connects systems to the Customer Data Hub, verifies global address information, and intelligently matches and removes duplicate records.

Explore Customer Data Management
Clean dirty data with CDM
Modules
  • Customer Data Hub
  • Data Quality
  • Enrichment

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  • Deliver relevant, connected customer interactions

    Personalize interactions with a 360-degree view of customers. Seamlessly connect touchpoints across digital channels, contact centers, and field engagements.

  • Delight customers with engagement choices

    Drive value, brand equity, and effectiveness by offering customers various choices to engage across channels—anywhere, and any time.

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    Consistently give a single, correct answer with superior knowledge management, web, and mobile self-service capabilities.

  • Cut costs and streamline service with automation

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CX Service benefits and solutions

Resources

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CX Service release readiness

See what’s new in Oracle B2C Service. Review the latest features, including capability overviews, business benefits, setup considerations, and usage tips.

What’s new in B2C Service

Learn what’s new in latest release:

  • What’s new in Oracle CX Service for B2B?
  • What’s new in Oracle CX Field Service?
  • What’s new in Oracle Customer Data Management?
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Documentation

Oracle offers a wide range of documentation, videos, and tutorials that will help you learn more about Oracle CX. You'll find all of these resources and more in the Oracle Help Center.

Documentation Library

Online Training

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  • Free online training and certification
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Develop your Cloud CX skills

Oracle University provides you with free training and certification you can rely on to ensure your organization’s success, all delivered in your choice of formats.

Learn more
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Cloud Customer Connect

Cloud Customer Connect is Oracle's premier online cloud community—specifically designed to promote peer-to-peer collaboration and sharing of best practices, enable members to keep pace with product strategy, and provide a cloud solution feedback channel directly to Oracle development. Within this community, members benefit by leveraging the collective knowledge of Oracle Cloud customers and product experts.

Customer community
Support and Services

Cloud Marketplace

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Services

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  • Find a Partner
  • Partner with Oracle CX

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Discover how Oracle CX Service can help keep your customers coming back for more.

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Learn how our CX ISV program puts you on the fast track to new business opportunities in the cloud.

Get started with CX ISV

Stay current on CX news

Read or subscribe to the latest CX strategy, technology, and innovation news.

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Contact sales

Talk to a member of our team about Oracle Cloud CX.

Get in touch
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