Resolve Issues Quickly and Efficiently with full Visibility of all Historical Interactions

Unified agent desktop

Monitor and improve the efficiency of your customer service teams. Design your own, role-based dashboards or choose from more than 1,000 best practice reports to track agent activity.

Single platform

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.

Highly configurable

Customize the agent console to meet your unique business requirements—without the need for extensive third-party applications or integrations.

Decluttered agent desktop

Empower B2B customer service agents to access all service requests, account data, and knowledge management and collaboration tools within a completely intuitive user interface. Our new B2B agent console mimics familiar consumer apps with its searchable, scrollable conversation thread.

Productivity features

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.

Agent analytics

Design role-based dashboards and reports to track agent activity. Or choose from more than 1,000 best practice reports to understand and improve your customer service teams’ efficiency.

Insights panel for customer service agents

The new Agent Insights panel offers actionable insights, recommendations, and relevant content that helps customer service agents resolve issues quickly.

Automate agent next steps

Guide customer service agents with recommended actions that they can execute with a single click, directly from their workspace.

Turn intelligence into action

Connect artificial intelligence (AI) and machine learning (ML) services to your B2C service application to deliver even richer insights to agents.

Robust omnichannel framework

Engage with your customers at any time—on any channel—including email, chat, phone, video/visual engagement, text messaging, and more. Deliver a personalized, branded customer service experience to each individual.

Integrated telephony and universal queuing

Automatically recognize individual customers and load only the information and screens relevant to meet the needs of the person you are communicating with.

Proactive live chat

Proactively engage with high-value visitors through assisted digital customer service using sophisticated skill-based routing to deliver the best possible experiences.

Messaging and SMS

Use the most popular messaging platforms to provide faster and more direct help, leading to better resolutions and more satisfied customers.

Video chat

Deepen customer relationships by engaging face-to-face through bidirectional video chat through the same agent interface.

Cobrowse

Solve problems faster by allowing agents to see exactly what your customers are seeing, with just the click of a button.

Effective workload management

Automatically route incoming call center and helpdesk cases to the best agent based on your business rules and requirements.

Improved interaction workflows

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.

Efficient queuing and routing

Make your call center more efficient by using standard assignment and round-robin queuing.

Contextual workspace

Deliver consistent service—no matter the agent—with added flexibility to adapt your contact center to evolving business needs.

Collaboration tools

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.

Task automation

Eliminate repetitive work through automated updates, responses, escalations, and assignments to reduce the number of costly errors and agent turnover.

Frictionless agent knowledge

Customer service agents can access a self-learning, advanced knowledgebase powered by Oracle Knowledge Management to receive relevant, tailored responses to their questions.

Contextual experiences

Configure your knowledgebase to fit business and agent needs with guaranteed consistent and accurate answers.

Rich knowledge article authoring

Improve both agent and customer experiences with branded knowledge articles using WYSIWYG content editors, rich text, and HTML support.

Precise search capabilities

Provide users with accurate, self-service guided search capabilities, regardless of language or phrasing.

Feedback management

Capture and act on real-time customer feedback across multiple channels, including web, social, and contact center touchpoints.

Proactively solicit feedback

Create and publish surveys that proactively gather customer feedback after call center interactions to better understand and improve service engagements.

Provide agent feedback

Provide agents with direct insight into customer satisfaction levels to improve the service experience.

Automated follow-up

Speed up issue resolution with immediate, automated follow-ups, such as creating incidents for other contact center agents or departments.

Detect customer sentiment

Quickly identify potential unhappy customers and prioritize for follow-up. Classify customer sentiment into specific categories for immediate action.

Real-time, actionable insights

Make better service decisions using a variety of best practice-based, prebuilt, and custom reports.

Custom reporting

Create the right reports for your business. With report designer, you have a high-level view of your customer service organization, customized to the way you want to view it.

Real-time monitoring

Understand your agent interactions and view their activity—in real time—across multiple channels with supervisor-level dashboards.