Watch the replay of the Oracle Virtual Summit, “Deliver Service That Meets the Moment,” to hear the latest insights on the new digital-first customer service reality and how Oracle can help you make every customer interaction matter.
Over the last two years, brands were forced to accelerate their digital transformation efforts in just a few short weeks to meet the need for all things contactless.
During that time, customers made purchases and were serviced over digital channels more than ever before. And now, when they reach out to brands for help, expectations are high that the service they receive—be it human or not—is personalized, effortless, and consistent.
According to McKinsey, “75% of people using digital channels for the first time during the pandemic indicated that they would continue to use them when things returned to ‘normal.’” And at our recent virtual summit, “Deliver Service That Meets the Moment,” guest speaker Kate Leggett of Forrester indicated that “88% of contact center decision-makers project their self-service volumes increasing in the next 12 months.” So, it’s more important than ever to equip service teams with the right tools and customer insights to deliver proactive, personalized, and contextual interactions anywhere at any time.
Oracle Service gives businesses the ability to predict the need for service, automate processes, and deliver tailored responses, while balancing self-service and assisted customer service models.
During the virtual summit, Daniel Foppen, director of product management, and Alice Park, senior product manager for Oracle Service, demonstrated how Oracle Service can provide amazing digital-first service experiences. Check out this brief demo to see how Oracle uses data and automation to deliver outstanding service.
Customer service has quickly become the face of the brand, now responsible for delivering a holistic brand experience across all channels. Is your service team ready to respond to these new customer demands?
Oracle Advertising and Customer Experience (CX) has assembled a strong ecosystem of partners to help you enable a seamless service experience—one truly built with a digital-first mindset.
During the session, Daniel sat down with some of the partners who help bring our service experience to life and deliver value to our joint customers. Let’s take a closer look at a few of our leading partner solutions.
Apex IT provides award-winning, global consulting services that transform your customer, employee, citizen, and student experiences.
Apex IT is a 25-year partner of Oracle and a five-time Oracle CX partner of the year Markie Award winner that supports the entire application implementation continuum—from strategy development and implementation to change management and training.
Five9 is a leading provider of cloud contact center solutions for more than 2,000 customers worldwide, facilitating billions of call minutes annually.
The Five9 Intelligent Cloud Contact Center provides digital engagement, analytics, workflow automation, workforce optimization, and practical AI to create more human customer experiences and deliver tangible business results.
OpenMethods is an enterprise software company whose software and adapters connect, control, and coordinate communications from the Oracle Cloud platforms, enabling omnichannel customer experience and service.
Oracle with OpenMethods’ Harmony is the most powerful omnichannel solution on the market, enabling companies to seamlessly integrate their existing telephony platforms with the Agent Desktop within Oracle B2C Service and Oracle B2B Service.
Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world’s most valuable enterprises, as well as more than 50% of the Fortune 100.
Together, Sprinklr and Oracle can facilitate a complete view of customer interactions— across 23 social channels, 11 messaging channels, and SMS—enabling them to drive faster resolution and higher customer satisfaction.
These partners and many more like them are vital to our joint customers’ success in the CX market. Find out more about our CX partner ecosystem at the Oracle Cloud Marketplace.
For one-on-one interviews with these partners, as well as insights from Oracle’s guest from Forrester, CX Journey Inc. Chief Experience Officer of CX Annette Franz, our team of Oracle Service experts, and several of our amazing customers, watch the replay of “Deliver Service That Meets the Moment.”
For even more insights and thought leadership on the latest trends in customer service from our experts in EMEA, check out the replay from our recent regional event.
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.