Additional information for Oracle Service Cloud
Key features of Oracle Service Cloud
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- Customer intent + content matching
- Complete customer profiles
- Unified multi-channel support
- Actionable insight reports
- Facebook experience builder
- DIACAP, NIST, HIPAA, FISMA compliant
- Email support, live chat & virtual assistants
- PCI Certified Cloud, Government Cloud for DoD
- Multi-channel social brand monitoring
- Customizable and pre-built reports & dahsboards
- Multiple customer self-service tools
- Service Level and Change Management
- Knowledgebase creation and management
- Open API
- Cross-channel customer interaction history
- Compliance Management
- Offer personlaized, tailored services/advice
- Add-ins and custom code compatible
- Custom policy automation tool
- Case management & guided resolution
Oracle Service Cloud's cross-channel contact centre service and web customer service includes case management, guided resolution, email support, live chat and virtual assistants.
With Oracle Social Experience you can monitor mentions and interactions across Twitter, YouTube, RSS-enabled sites, Facebook fan pages, and your own website.
Enable self-service by building a knowledge-base that is comprised of content and resources from both agents and customers. Includes content authoring and semantic search.
Deliver automated and targeted campaigns across multiple channels. Build personalized and large volume campaigns, Get full visibility into campaign performance and customer engagement.
Listen, track and react to feedback from web, social and contact center channels. Gather feedback from across departments into one solution. Route survey results automatically the right individuals and departments and identify and prioritize unhappy customers.
Use Oracle RighNow Analytics Cloud Service to build custom reports and dashboard, or utilize the pre-built reports and library of charts and customizable charting options. Create role-based reports with the drag-and-drop graphical report design tool. Get insight into individual customer behavior across all channels.