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Customer Service And Support

Oracle Call Center Software: Improving Customer Service And Support

The call center representatives constitute one of the most essential groups in an organization. Call center reps provide client support and service, trigger sales and leads, make surveys, and book appointments with clients. Replying to queries about missing deliveries, settling product issues, setting appointments, and helping customers with navigating an organization’s website, they (call center agents) are, no doubt, both the face and mouthpiece of every company.

They ensure that the organization’s customers are happy and satisfied with the service and experience through the best hospitality and reception possible. But call center software and integrations can even help streamline these functions and make customer service and support several times better than what it would be with only human ware. One top-notch call center software that can arm an organization’s call center reps with an awesome mechanism for customer correspondence as well as enhance their customer service and support performance to improve both customer and agent experience is the Oracle service cloud call center software.

These better experiences, in turn, help companies retain agents, improve first-contact resolution rates, further enhance and personalize experiences, and continually improve their call center operations.

What Is Oracle Service Cloud Call Center Software?

Launched in 1998, Oracle’s service cloud call center software is a collection of cloud-based tools for managing customer relationships. It is a CRM and a customer service technology that allows your organization to use the Oracle cloud service as part of your multi-channel call center solution. It enables your organization to boost call reps’ efficiency, provide superb customer service and support, provide personalized client experience, and make the experience smooth and easy for customer care agents.

It also provides functionalities that allow call centers to refer to real-time marketing or sales data as they look through customer details in their attempt to tackle a problem. In what follows below, we state 6 wonderful ways through which the Oracle call center integration can improve an organization’s customer service and support.

Improves Ability For First-Call Resolution of Issues 

Improves Ability For First-Call Resolution of Issues

Clients expect first-rate service from an organization; this means that they want their problems tackled and their queries answered during their very first call. The Oracle call center software can help your organization’s call desk to boost its ability to resolve clients’ problems in just the first contact by:

  • Assisting customer representatives in identifying clients and their previous conversations within or across several channels.
  • Presenting a consolidated perspective of all customer correspondence for that very vital client 360-degree view.
  • Providing an improved worker experience, which reduces call rep turnover, lowers service cost, and boosts call standards.
  • Making available a level of agility required to respond swiftly to changing preferences, markets, services, and products.
  • Streamlining all service channels for regular and individualized client experiences.
  • Correctly integrating customer feedback across different sources.
  • Measuring KPIs across multiple channels for the data-propelled insights needed for better decision-making.
  • Helping organizations save seconds off every conversation and helping them activate customer experiences that are more personalized by giving reps seamless access to the requisite tools and data right in the Oracle call center software.

Convenience In Customer Service

Oracle’s fully integrated, multichannel customer service platforms can arm customer care representatives with easily comprehensible logs of a client’s previous interactions. These logs provide essential contextual information for the current interaction by allowing customer support who work on different channels to get answers from a single knowledge base. Thus, when a client contacts the call center first by sending a text message and then via a follow-up call, the representative who picks up the call would be able to see that a text had been sent, if and how it was replied to, and can hence put the instant interaction into context. 

Also, the rep can continue from where the text left off, making the customer’s experience more personalized and synchronized while avoiding redundant overlaps. No longer will an agent “blindly” answer at 2:00 pm the email of the same customer that another agent had answered at 9:00 am. Further, when just one database is employed across all channels, reps can provide a uniform response to clients’ questions.

Dependable, Cross-Channel Skill-Based Routine

Delivering a uniform and personalized client experience across multiple channels is a function of being able to direct interactions to the appropriate representative. Irrespective of the organization or structure of the call center, Oracle’s call center solution helps to effectively apportion customers to different queues, regardless of the channel used by the client.

It intelligently conveys every client to the best available rep based on the rep’s expertise, experience, and proficiency, as well as the client’s profile info. This functionality also serves to instantly connect customers to the appropriate resource.

Consistent Measurement of Customer Experience

Oracle call center software helps organizations to consistently keep tabs on the standard of service experiences of customers across all channels. Using automated feedback surveys, clients can score the quality of the product they’ve just bought or the service they’ve just received. And this knowledge can, in turn, be used by the organization to consistently enhance customer service and support.

Data Synchronisation And Full Customer 360-Degree View

Oracle’s automated, consolidated, and synchronized call center solution empowers agents with a 360-degree view of the client, including insights into past conversations and call history, regardless of channel and call center. Thus reps can easily access full customer portfolios. 

They can also view the service or product involved in a purchase, including the purchase history, credits to be applied, outstanding returns, shipping and delivery problems, inventory status, field service tickets, et cetera. This would further help them in personalizing the experience of customers from the very beginning of the interaction history. 

Event-Triggered Correspondence

Organizations can use Oracle call center solution to create and schedule calendars and timelines so that customers are automatically prompted and notified about a wide range of events, e.g. the release of new products or new versions of existing products, discount sales, promos, and bonanzas, special sales during festive seasons, and even unavailability of applications and websites due to maintenance. It also provides messaging templates and methods to alert customers across a wide range of channels—either instantly or via a pre-arranged schedule. 


1. How do the Oracle Unity Customer Data Platform and Oracle B2C Service integration work?

The integration of Oracle Unity Customer Data Platform and Oracle B2C Service synthesizes data from many different sources in order to provide customer support representatives with a holistic, organized, and comprehensive client portfolio.

2. How can my organization improve Improve agent productivity and engagement using the Oracle Service Center?

You can increase your organization’s agent productivity and give them a broad range of collaboration tools by leveraging intuitive mechanisms like real-time analytics, agent scripting, guided assistance, and contextual workspaces. Give agents a robust set of collaboration tools to find answers faster.

3. How can I obliterate and eliminate fragmented customer service experiences?

Provide B2B customer service agents with the tools they need to solve extremely complex customer problems. With the agent console, your people can reach across departments to access information from any needed system—such as ERP, supply chain, commerce, and billing—and apply cross-functional business processes to help customers best.

Hue Douglas is the Chief Editor of Zumboly and a former Journalist. With a Bachelor of Arts in Communications from Seattle University, he writes mainly about technology, health, and business fields since he finds them engaging and fulfilling. Through writing many articles and gaining experience, he has evolved into a storyteller who shares his knowledge through these articles.