CX Service Products
Oracle Fusion Service
- Primarily designed for business-to-business (B2B) interactions.
- Ideal for businesses that need to manage complex service requests and workflows, including case management.
- Suitable for companies with significant field service operations.
- Best for organizations looking for deep integration with other Oracle Cloud applications.
- Provides robust knowledge base capabilities.
- Supports digital channels like chat and email.
- Offers extensive customization options to meet specific business needs and provides exceptional user experience flexibility due to the Redwood UI.
Oracle Service Cloud
Previously called RightNow.
- Tailored for business-to-consumer (B2C) interactions.
- Perfect for businesses focused on delivering exceptional customer experiences.
- Suitable for companies with high volumes of customer interactions across multiple channels.
- Best for organizations that need robust omnichannel support and self-service capabilities.
Oracle Field Service
A cloud-based field service management solution that helps businesses schedule, route, and equip mobile workers to complete service activities at a customer’s home, office, or installed asset location.
- Scheduling and routing: Ensure on-time arrivals, reduce distance driven, eliminate unnecessary truck rolls, and complete more jobs per day with an AI-driven scheduling and routing engine.
- On The Go: Give field technicians powerful mobile tools for completing service activities, including guided workflows, access to knowledge, and video collaboration with expert support.
- Assets management: Manage service parts availability and arrange product returns for repair and help mobile workers order, receive, transfer, and reserve parts for completing service.
- Assets tracking: Track the real-time location, health, and utilization of your IoT-connected assets and automatically initiate self-healing routines, send customer communications, and schedule field service activities if an issue arises.
Oracle Digital Assistant
Oracle Digital Assistant provides personalized answers and executes transactions from multiple systems, just as a skilled human agent offers expert advice to resolve customer inquiries.
- Self-service automation: Deliver a menu of digital service options to give customers fast, efficient issue resolution—including seamless integration with Knowledge Management and Intelligent Advisor
- Add digital assistant skills: Level up your digital assistant by adding prebuilt skills from the skills library or building your own using one of the many available skills templates. Skills use a multilingual NLP deep learning engine, a powerful dialogue flow engine, and integration components to connect to back-end systems such as ERP, supply chain, and CRM.
- “As-an-agent” routing: Define and launch business rules to identify which customer inquiries should be sent directly to a live human and which can be efficiently solved by an intelligent digital agent.
Oracle Intelligent Advisor
Guide customers and service agents to the right decision faster through an automated set of built-in branching questions. Oracle Intelligent Advisor (formerly Oracle Policy Automation) helps customer service organizations easily configure and integrate business and process rules into Oracle and other third-party solutions—without having to code. Oracle Intelligent Advisor is used to implement online interview scenarios, such as feedback for troubleshooting or eligibility assessments for services. It delivers advice across channels by capturing rules in natural language Microsoft Word and Excel documents, then building interactive customer service experiences called interviews around those rules.
How Intelligent Advisor is being used:
Public sector organizations typically use Oracle Intelligent Advisor for benefit eligibility, benefit calculations, visa processing, anonymous tax guidance, grant applications, pension entitlements, and self-service council services.
Commercial organizations usually deploy Oracle Intelligent Advisor for financial advice, insurance calculations, call centre streaming, service-request logging and triage, workplace inspections, and employee HR advice.
Customer portal
- Expedite issue resolution and reduce costs by deflecting common customer inquiries to your branded, personalized self-service help center.
- Build and publish with ease: Curate a branded digital service experience using Oracle Visual Builder. Use pre-built templates and low-code tools to embed capabilities and enable business objects from Fusion Service and other Oracle Cloud Applications.
- Help customers help themselves: Provide 24/7 access to purchase history, product details, service requests, knowledge articles, and subscription information. Enable customers to quickly find answers, chat or talk to an agent, and schedule on-site service.
- Proactively engage customers: Establish business rules to engage—in real time—with website visitors. Capture visitor data and launch actions such as inserting content and triggering events throughout the entire engagement experience.