3 new features of Oracle’s Browser User Interface that improve the agent experience

July 2, 2021 | 3 minute read
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The pandemic uncovered critical technology and process gaps for many service organizations as they were bombarded with a surge in demand. For some, it also accelerated their modernization efforts.

With more customers embracing digital and self-service channels, customer service agents were tasked with tackling more complex issues and nurturing vulnerable customers. Empowering agents (who, like many of us, work through a 13-inch screen with 42 open tabs) with the right tools to productively and efficiently serve customers has never been more important.

Oracle Service’s agent Browser User Interface (UI) is the next generation of agent experience for B2C Service environments. We’re continuously adding new features to improve its usability and intuitiveness, and equip agents with critical context, knowledge, and collaboration tools from one unified platform. Here are three of our latest additions:

Unified admin experience

In our most recent release, we’ve created a landing page to give admins an even better view of the tools they need.

Admins can add the landing page to their navigation set to edit their mailboxes, view usage metrics, edit rules, and access other helpful information directly in one centralized location. Through this new unified experience, it’s even easier, faster, and more intuitive for administrators to access the product configuration.

unified admin experience

Streamlined agent action center

Have you ever felt utterly overwhelmed by the number of tabs and windows you have open while trying to accomplish a single task? The new streamlined action center addresses that issue.

For your service agents who don’t have a homepage report or dashboard, this new launch page displays a list of recent items, notifications, links, and actions right when they log in. The unified action center enables agents to pick up right where they left off and provides a consolidated view of their work.

streamlined agent action center

New design themes

What’s that Steve Jobs quote? “Design is not just what it looks and feels like. Design is how it works.” While most of us agree on the strategic importance of a good user experience for customers, some companies overlook its value for employees.

The new Redwood design option modernizes the look and feel for your customer service agents, simplifies navigation, and adds consistency with their other Oracle CX applications.

Oracle Redwood design

Improving agent productivity and efficiency continues to be a top priority for customer service leaders. With each release, Oracle Service’s Browser UI is becoming more robust to enable better agent experiences that lead to improved employee retention and customer satisfaction.

For more details, check out our complete Browser UI documentation or watch this quick overview video.
 

Additional resources

Oracle Service Center

Cloud Customer Connect – B2C Service Agent Browser UI Content Hub

Product Tour: Intelligent Service for B2B

Unboxing Videos

Emma Huff


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