Equip customer service agents with actionable intelligence

October 14, 2021 | 3 minute read
Carrie West
Senior Product Marketing Manager, Oracle Advertising and CX
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Service agents need access to a wide range of customer information and context to solve customer service issues effectively and efficiently. But empowering service organizations to know their customers through easy access to a holistic customer view is an old and persistent challenge.

Over the years, businesses have tried to resolve this intelligence gap by implementing a patchwork of direct integrations with different service software solutions, data warehouses, business intelligence systems, and data lakes. But grounding your service operations with an accurate, real-time, customer intelligence layer still proves difficult. In our most recent Quarterly Update on Innovations for Advertising and CX, we introduced a new integration between Oracle Unity Customer Data Platform and Oracle B2C Service that solves this problem.

Oracle Unity ingests and masters data from a wide variety of sources, such as marketing touchpoints, point-of-sale, asset data from ERP systems, customer service interactions, and more. It then cleans, de-duplicates, and consolidates that data into a single, dynamic customer profile that can be queried in real time to provide differentiated value for customer service organizations.

Easily connect customer data from across your organization

Simplify the consolidation of internal and external data sources into one dynamic, connected customer profile. By aggregating and delivering timely customer intelligence at every interaction, you can optimize the entire end-to-end customer service experience. Plus, you can augment your existing intelligence and generate new customer intelligence by cross-pollinating a range of data sources.

For example, you can automatically update your master customer profile with real-time updates from service interactions by streaming the service data directly into Oracle Unity. This supplemental data can then help inform customer segmentation, opt customers with open service cases out of marketing campaigns, and drive service-specific campaigns, among other uses. Learn more about how Oracle Unity can help break down data silos in this short video.

Empower customer service agents to build relationships through customer intelligence

The integration between Oracle Unity Customer Data Platform and Oracle B2C Service gives service agents instant access to the 360˚ view of the customer directly from the agent desktop. This can include data points like aggregated sales data, returns, marketing touchpoints, channel preferences, loyalty information, ERP asset information, and more.

By providing agents with a real-time, unified view of customer interactions across your brand, you deepen their customer understanding so they can become trusted advisors throughout the engagement.

Additional Resources

Oracle Service continues to deliver next-generation service experiences for both agents and customers. To learn more, check out our latest Quarterly Update on Innovations for Advertising and Customer Experience.

Looking for powerful and intelligent B2B, B2C, and field service solutions that connect relevant customer data across your organization to help you predict the need for service and deliver personalized customer experiences? See why you should choose Oracle Service over Salesforce or Zendesk.

Learn more about how Oracle Service can help improve customer service, build customer loyalty, and drive revenue with the quick self-guided product tour below.

Oracle Service

Carrie West

Senior Product Marketing Manager, Oracle Advertising and CX

Carrie West is a Senior Product Marketing Manager at Oracle. Focused on go-to-market initiatives for Oracle Sales, Carrie has extensive experience in setting strategy, driving execution, and obtaining measurable ROI for marketing and sales initiatives.

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