Businesses looking to streamline their customer support efforts can look to Oracle Service Cloud for an answer. This enterprise-grade software solution is a platform that conveniently combines customer service systems and contact center applications. It is a single hub that offers an all-inclusive set of tools that simplifies support efforts and discards the need to invest in multiple applications. Users can perform web, social, and contact center customer services in one place.
With Oracle’s acquisition of RightNow Technologies in 2011, a number of their products are now offered through this platform. Among the applications on offer are Oracle RightNow Engage, RightNow Social Experience, RightNow Policy Automation, RightNow Web Experience, and RightNow Contact Center Experience. All of these applications provide specialized customer service functions that can handle social network support, marketing analytics, self-service technical support, and end-to-end customer management. With it, a business’s customer support operations are amped up and flow effortlessly.
Oracle Service Cloud empowers businesses with its top-notch features ideal for cross-channel contact center management, web customer service, knowledge management, field service management, and policy automation. These features let businesses engage customers and mobilize agents, as well as encourage office collaboration and upgrade customer experience. Repetitive back-office tasks can also be automated with Oracle Service Cloud, freeing up time to quickly provide quality customer support, whatever the channel may be.
Product Quality Score
Ease of use
Value for money
Oracle Service Cloud features
Main features of Oracle Service Cloud are:
Customer intent + content matching
Actionable insight reports
Cross-channel customer interaction history
Offer personalized, tailored services/advice
Complete customer profiles
Add-ins and custom code compatible
Case management and guided resolution
Email support, live chat, and virtual assistants
Custom policy automation tool
Multi-channel social brand monitoring
Multiple customer self-service tools
Customizable reports and dashboards
Pre-built reports and dashboards
DIACAP, NIST, HIPAA compliant
Service Level and Change Management
Unified multi-channel support
Facebook experience builder
PCI Certified Cloud, Government Cloud for DoD
Oracle Service Cloud Benefits
The main benefits of Oracle Service Cloud are its top-notch features ideal for cross-channel contact center management, web customer service, knowledge management, field service management, and policy automation. Here are the details:
Businesses can gain a number of benefits from Oracle Service Cloud, especially as this contact center service and cross-channel web customer service features case management, email support, live chats, guided resolution, and virtual assistants.
Interaction on a business’s website and social media accounts—be it Twitter, Youtube, or Facebook—can be monitored with the social tool.
The software also empowers customers by providing them with the information they need, thanks to self-service options. Both customers and agents can look at resources in knowledge bases to find a resolution to issues they may be facing.
Campaigns on different communication channels can also be automated by Oracle Service Cloud. Users can easily boost customer engagement since they have a 360-degree view of their campaigns. The analytics module of the platform also gives reports on data, helping businesses amp up their customer service operations and find which processes to improve and which strategies to implement to increase customer satisfaction.
Customer Support Types
Oracle Service Cloud Integrations
The following Oracle Service Cloud integrations are currently offered by the vendor:
Integration with other systems is made possible by Oracle Service Cloud’s open standard-based API.
Oracle Service Cloud pricing is available in the following plans: