Oracle Service Cloud is a CRM solution that improves customer service and daily operations through the use of its service request management, knowledge base, and customer portal.
World-Class Customer Experience
The three tenets of delivering Modern Customer Service are Engaging Customers, Empowering Employees and Adapting Quickly. Oracle Service Cloud can help you get there.
Manage the timely resolution of customer inquiries across email, phone, live chat, and social channels on a single platform.
Effectively guide agents to resolution through knowledge, scripts, and workflows to ensure productivity and consistency.
Contextual Agent Experience
Declutter the agent desktop to provide agents with relevant context of the customer, previous interactions, and helpful data.
Unified Agent Desktop
Easily integrate systems into one unified desktop for agents.
Personalize proactive communications with valuable customer data from deep service profiles.
Configure and manage service operations with agility, low total cost of ownership, and low dependency on technical resources.
Deliver the most relevant answers to customers with SmartAssistant and leverage contextual knowledge to deliver agent knowledge based on incident information.
Enterprise Content Search
Search across multiple knowledge repositories simultaneously regardless of location.
Gain deeper insight into customer interactions with easy-to-use, drag and drop report builders and analytics dashboards.
Tailor customer experiences with contextualized and personalized service using dynamic interviews created by business experts.
Transparency and Analytics
Deliver accurate, reliable service with analytics and reporting that provide insights on customer needs and next steps.
Easily manage and deploy mobile, integrations, and APIs.
Oracle Service Cloud 19A Release Overview
Oracle Service Cloud 19B Release Overview
CPI is enabling Oracle Service Cloud with additional power from Telephony Integrations to Quiq messaging integrations.
Connect your telephony platform to Oracle Service Cloud
Oracle Service Cloud integrates with many industry-leading communication vendors, allowing organizations to utilize best-of-breed functionality and leverage existing infrastructure. Also, customers and partners can create custom integrations using the Oracle Service Cloud CTI Accelerator.
Easily add SMS/Text and In-App messaging to Oracle Service Cloud
Customers are busy and crunched for time. The last thing they want to do is call customer service. We make it easy by letting them text or message your agents directly via SMS/Text, Facebook Messenger, Web Chat, In-App Messaging or Kik. That is more convenient and allows your customers to fit in the conversation while they do other things.
“In 2015, we came to the conclusion that our Oracle Service Cloud (OSC) implementation had turned into an overly-complex jumble of functionality that wasn’t meeting the overall needs of our organization. Realizing that we needed to make a change, we began researching consulting firms who could provide the guidance we needed to achieve our vision. We were immediately drawn to CPI.Solutions, a long-time Oracle Service Cloud partner, due to their pro-customer nature, depth of knowledge and experience, and a clear understanding of our industry.
Thankfully, CPI.Solutions was able to come in, help us take a couple steps back, and understand what our business needed.
There are a few things that really stand out since we started our partnership:
Bottom line, CPI.Solutions’ team delivers excellent results, is always there when we need them, and are really great people to work with. Our partnership has helped us turn Oracle Service Cloud into a strategic part of our business.”
Rebecca Gray Sen
Senior Manager, Customer Care | InSinkErator
Emerson Commercial & Residential Solutions
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