By ET Bureau - May 12, 2022 4 Mins Read
Oracle has updated Oracle Service to embed data from Oracle Unity Customer Data Platform (CDP) to help customer service agents gain a complete view of the customer, improve agent efficiency, and enhance service quality. Part of Oracle Fusion Cloud Customer Experience (CX), Oracle Service and Oracle Unity CDP leverage artificial intelligence to help organizations deliver more personalized, informed, and efficient customer service engagements.
Every customer interaction matters, with one in three people saying that they would never shop with a brand again after a bad experience. Yet customer service remains a frustrating and painful experience for many consumers. In fact, a CRM Essentials survey recently revealed that people would rather sit in traffic (15 percent), clean the bathroom (15 percent), wait in line at the DMV (12 percent), or argue with a significant other (8 percent) than interact with a customer service agent.
“Service agents frequently work from a patchwork of systems and rarely have the right data in front of them to solve customer problems efficiently and effectively,” said Jeff Wartgow, vice president product management, Oracle Advertising and Customer Experience (CX). “By embedding data from Oracle Unity within Oracle Service, we can give service agents real-time customer insights and recommendations within the tools they already use. This will help brands drive positive engagements by making sure their customers feel heard, helped, and appreciated.”
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The new integration between Oracle Unity and Oracle Service will enable:
Oracle Service gives organizations the ability to predict the need for service, automate processes, and deliver tailored responses, while balancing self-service and assisted customer service models. It offers powerful and intelligent B2B, B2C, and field solutions that helps organizations give their customers the service they want, when and where they need it.
Oracle Unity provides business leaders with everything they need to manage customer data. It brings together online, offline, and third-party customer data sources and then applies built-in machine learning to prescribe the best next action within existing business processes.
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