The year 2020 changed the way we work, attend school, shop, and socialize. As a result, many individuals and businesses became more connected and self-sufficient than ever before.
These changes in human behavior impacted our customer experience expectations in both our professional and personal lives. Service organizations must rapidly implement digital-first strategies and rely on service automation more than ever to keep pace with quickly evolving customers.
At Oracle, we experience these same pressures. And just like our customers—we’re are all in this together. As a result, we renewed our mission to develop the solutions necessary to deliver next-generation service experiences. Oracle released many service innovations over the past year, and we have plans for even more advancements in the coming months. As announced in our recent Quarterly Update on Innovations for Advertising and CX, we’re especially excited about these three highlights.
If you work in or just visited a contact center in the past five years, you probably got a glimpse of the agent’s desktop. Picture it—you likely see a screen with a patchwork of various objects and tiles, each designed to perform a function driving the customer toward resolution. Now picture the way the agents work. You likely imagine agents jumping from tab to tab or completely different applications while simultaneously collecting data from the customers they’re engaged with.
Sounds complicated, right?
Now think back to the last time you used your social media site of choice. Perhaps you visited the page of an old friend you haven’t spoken with in some time. As you scrolled through their page, you could instantly rebuild their entire year or even decade, with helpful tools and comments from other users providing context along the way. Shouldn’t customer service work like this?
Oracle has reimagined how agents can use technology to deliver a better customer experience. With our new B2B Service user interface, agents see customer interactions as one ongoing conversation, similar to social media feeds. This feed may include multiple service incidents or touchpoints across the organization. Just imagine how much more efficiently service conversations will progress and how easily new agents will adapt to the familiar-looking interface.
But wait, there’s more.
Agents can search information and act on service requests through one unified agent assistant, dramatically reducing clutter from the desktop. And with each customer interaction, our B2B Service solution provides recommended actions based on the context of each request.
For service departments looking for a new approach to agent experience, Oracle’s new B2B agent desktop is worth a close look.
Remember the good old days, when service teams would wake up each morning and drive to a physical contact center? Remember the collaboration, the camaraderie, the cheap lukewarm coffee? Okay, so maybe working from home hasn't been that bad after all, but there are times when being physically close to your team is incredibly valuable. For instance, holding morning huddles to set the pace for the day, onboarding new employees, or quickly getting assistance for difficult service questions. These activities were easier when your peers were within arm’s reach.
Fortunately for all of us, we can now have the best of both worlds.
Oracle has integrated everyone’s favorite collaboration tool, Zoom, directly into its agent desktop for B2C Service. Now you can instantly collaborate with your team members with the push of a button. Schedule time with your manager, hold a morning huddle, or even host the virtual happy hour without leaving the agent desktop.
Let’s do one more visualization exercise.
Imagine a product you own isn’t operating the way it should. You decide to contact customer service in hopes of fixing the problem. Your first stop—the company website. After searching for the solution without success, you locate a link that says, “Contact Us.” Through the link, you find a telephone number and promptly dial, only to encounter a message: “Please call back during regular business hours.” Ugggh! In the world of remote work, lockdowns, worldwide Wi-Fi, and constant connectivity, what does the term “regular business hours” even mean? These experiences happen all the time and result in massive and unnecessary customer frustration.
Digital service automation can alleviate much of this frustration. Through digital assistants, knowledge bases, and decisioning systems, service organizations can create a virtual agent that never eats or sleeps and is always happy to work with customers.
This begs the question, why doesn’t every organization take this path? The answer is simple: Digital service automation can be expensive and time-consuming to deploy—until now.
Oracle now makes digital service automation attainable. Instead of hiring a team of data scientists to train a digital assistant to answer every possible customer question, why not just give the assistant access to a knowledge base? Why not let the assistant interview customers with Oracle Intelligent Advisor to personalize answers? If the digital assistant can’t solve the customer problem, simply transfer the customer to a live agent equipped with rich media solutions like co-browse and video chat? Customers would certainly be happier.
And what if I told you experiences like this could be deployed in weeks, not years?
Oracle has completely rebuilt and fortified the connections across Digital Assistant, Oracle Knowledge Management, Oracle Intelligent Advisor, and our customer engagement center, paving the way for any customer to create amazing digital service automation with relative ease.
Oracle’s new agent experience, remote worker concepts, and digital service automation advancements only scratch the surface of our latest innovations. Every few months, we hope to show you even more.
In the meantime, be sure to watch our latest Quarterly Update on Innovations for Advertising and CX for more information.
Jeff Wartgow is a member of the Oracle Service product management leadership team. In this role, he works closely with customers and Oracle’s technology teams to help define the company's product vision.
Before joining Oracle, Jeff was with TOA Technologies (acquired by Oracle), where he served as the vice president of product management and also spearheaded relationships with all device, integration, service, and technology partners as vice president of channels and alliances. Before joining TOA, he spent two and a half years as a director at FTI Consulting in San Francisco, where he was charged with developing the company’s first formal partner program. Prior to FTI, Jeff served seven years with Dell Inc., where he managed Dell’s Strategic Alliances for Europe, the Middle East, and Africa, as well as Dell’s New Partner Evaluation program. He also led Dell’s Competitive Intelligence team, focusing on enterprise products.
With more than 15 years of experience in diverse roles across the technology industry, Jeff is an expert on mobility, predictive analytics, big data, enterprise cloud computing, technology ecosystems, partnerships, and integration, as well as the dynamic relationship between hardware, software, and services in enterprise IT architecture.