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 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.
"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."
The new integration between Oracle Unity and Oracle Service will enable the following:
- Personalized agent routing based on customer history, loyalty status, and product usage.
- Service-aware marketing, so customer service agents can now add customers to targeted marketing campaigns. In addition, customer service information can be used to improve marketing programs and even suppress customers from receiving marketing messages if they are having service issues.
- Proactive service.
- A new Insights Panel on agent desktops for upsell or cross-sell recommendations.
"Organizations need to rethink their business models and create customer experiences that meet and exceed heightened customer expectations," said Akhilesh Tiwari<, vice president and global head of enterprise application services at Tata Consultancy Services (TCS), in a statement. "This involves re-imagining customer journeys and unifying experiences across platforms...Oracle Unity's integration with Oracle Service will be a pivotal differentiator in how we help companies better understand their customers so they can enhance each customer interaction."