Infosys’ blog on industry solutions, trends, business process transformation and global implementation in Oracle.

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Oracle Service Cloud : Connecting disparate mediums for a seamless customer service

Today, the proliferation of communication channels and mobile phone-empowered customers has transformed the way businesses interact with customers. At the same time, the modern customer has evolved and has access to a rapidly increasing number of market channels and product choices. As a result, providing seamless and consistent customer service has become an essential for enterprises to develop profitable and long-term customer relationships. And, to be able to do so, businesses need to:

·         Engage with customers and make it easier for them to communicate through any digital channel

·         Enable employees to serve customers better and faster

This is where Oracle Service Cloud helps organizations. The solution builds strong customer relationships by creating a unified, cross-channel, service solution on cloud. Available across both assisted and self-service channels, it facilitates contact center functionalities across digital channels to deliver an unrivalled customer experience along with the below features:

·        Web customer service: A world-class, self-service platform that is accessible through e-mail, mobile phone devices, and web browsers

·        Cross channel contact center: Helps agents to provide consistent and integrated customer experience across disparate disconnected systems. Agents use a combination of guided resolution feature and information on customer interactions to provide effective service

·       Knowledge management: Enables agents to respond quickly and accurately to customers -- the first time

·       Policy automation: Ensures regulatory policy compliance, regardless of the channel

Thus, businesses can leverage Oracle Service Cloud to deliver customer value and increase competitive advantage through superior business agility. The bottom line is that it enables businesses to increase sales, and reduce IT and maintenance costs and efforts.


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