Traditional, siloed customer service models often fall short, leading to fragmented experiences and frustrated customers. To thrive in the modern enterprise landscape, businesses must move beyond reactive support and adopt a proactive, omnichannel approach.
Designed to unify interactions across the enterprise landscape, Oracle Digital Customer Service (DCS) leverages AI and automation tools to empower agents, provide self-service options, and deliver consistent, intelligent support that drives satisfaction and builds lasting customer loyalty. This article will examine the key features, benefits, and integrations that make Oracle Digital Customer Service a vital tool for organizations aiming to improve their customer experience.
What is Oracle Digital Customer Service?
Oracle Digital Customer Service (DCS) is designed to transform customer interactions across all digital channels. It leverages automated intelligence capabilities to empower agents and offer self-service options, ultimately driving consistent, intelligent support to boost customer satisfaction and operational efficiency.
By offering intelligent tools across both agent-assisted and self-service workflows, the Oracle DCS platform empowers customers to find answers to critical questions on their own or chat directly with live agents through webchat, video chat, screen-sharing, or instant messaging platforms. This makes it easier for customers to interact with service teams and improves the overall user experience.
- Customer portal: Utilize a personalized self-service help center to accelerate issue resolution and reduce operational costs. Leverage the Oracle Visual Builder to create a branded digital customer service, empower users, and facilitate proactive customer engagement.
- Social/SMS messaging: Empower customers to connect with agents on both SMS text and social media channels for quicker issue resolution. Access comprehensive customer history and content, support complex inquiries, and leverage AI-powered capabilities, such as SmartText and SmartAssistant, to improve agent productivity and customer experience.
- Digital assistant: Access personalized answers and execute transactions from multiple systems through an intelligent digital assistant. Define and launch business rules, add digital assistant skills, and facilitate self-service automation for efficient issue resolution and integration across systems.
Key Features and Benefits
Omnichannel service delivery
Consolidates customer interactions across web, chat, email, and social media for a tailored user experience.
Personalized support
Offers proactive, tailored customer assistance to improve the customer experience and streamline key operational tasks.
AI and automation tools
Empowers agents and provides robust self-service options through intelligent technologies, improving efficiency and productivity across business units.
Enhanced customer satisfaction
Streamlines interactions and provides intelligent support to boost customer sentiment, trust, and retention.
Agent empowerment
Equips customer service representatives with intelligent tools and support resources for more effective and consistent service.
How Can We Help?
Whether you’re looking to add new modules to your existing Oracle ERP landscape, streamlining integrations with third-party applications, or optimizing key customer-facing operations across business units, Surety Systems provides hands-on support and tailored expertise to meet your needs.
Our senior-level Oracle consultants offer personalized advisory support and consulting services to ensure project success. We partner with your internal teams to understand your organizational needs, outline and execute detailed project plans, and support long-term business growth.
Contact Us
For more information about our Oracle consulting services or to get started on a project with our team, contact us today.
