Oracle B2C Service

About Oracle B2C Service

Oracle B2C Service helps agents to manage interactions coming from multiple channels through a unified agent desktop. The single platform integrated interactions from phone, web, live chat, email, online communities and social media. It also pulls data from other enterprise systems, such as billing info and shipping statuses, to offer a complete view of the customer on one screen.

Oracle B2C Service also comes with a number of guided assistance features which can be used to design specific workspaces, workflows, templates, and scripts. The SmartAssistant feature provides agents with suggested solution based on the customers' session history and keywords in the discussion thread. An interactive guide leads agents to the most appropriate answers and resolutions.

Oracle B2C Service lets agents share screen with their customers and co-browse during phone or chat interactions. The tool works with all browsers including Explorer, Safari, Chrome and Firefox, as well as all operating systems. The tool is safe and secure with a range of control options such as view only, view and point, or full mouse and keyboard control. It also integrates with the agent desktop to track all support activity.


Key benefits of Oracle B2C Service

  • Oracle B2C Service: Share screens and cobrowse with customers to solve issues and provided guided self-service.

  • Oracle B2C Service: Includes guided workflows, scripting, and assistance.

  • Centralize information from disparate systems such as shipping info, RMA, and billing details.

  • Use the SmartAssistant to get possible solutions to questions or issues based on the customer session history or keywords.

  • Unified desktop: Manage all interactions coming from multiple channels including voice, web, email, chat, co-browse, online communities, and social media.

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    Oracle B2C Service Software - Oracle B2C Service unified desktop
    Oracle B2C Service Software - Oracle B2C Service script pages

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    US$25,00
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    Pricing Options

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    Features

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    22

    Ease of Use

    4,2 (32)
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    Customer Service

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    Reviews

    Overall rating

    4,5 /5
    (32)
    Value for Money
    4,4/5
    Features
    4,4/5
    Ease of Use
    4,2/5
    Customer Support
    4,4/5

    Already have Oracle B2C Service?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Showing 5 reviews of 32
    Kristi
    Overall rating
    • Industry: Higher Education
    • Company size: 11–50 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 9.0 /10

    Higher Ed and malleable solution

    Reviewed on 2016/10/03

    Our support center has used Oracle Service Cloud for 12 years. We have incorporated service,...

    Our support center has used Oracle Service Cloud for 12 years. We have incorporated service, outreach, and sales across the student life-cycle - as well as using it as an intake and tracking tool for events, professional development and even book orders from faculty!

    The features of Oracle Service cloud are malleable and allow us to do creative projects - including a robust e-communication outreach, analytics of our extended hour and weekend support team, as well as some flexible technical integration with the student database.

    We could do even more if we had a stronger technical team - as I've seen programmers get in and it's like a kid in a candy store! If it can be defined, it can be done.

    Pros

    Flexible/malleable tool: If you can dream it, you can do it! The ease for basic users is important as people can hit the ground running. Service is simple with the basic tools in the knowledge base and the intake channels; chat and ask a question. The features are common across the consoles; so there is little learning curve when navigating from one tool to another.
    The training documentation available is fabulous and well-organized and there are forums of helpful people available for asking questions of a skilled community of users.

    Cons

    The sky is the limit - so it is difficult to know where to begin. Without a skilled programming team, the amazing API sits unused, even though we know we can do wondrous things with the tools available.

    Tami
    Overall rating
    • Industry: Retail
    • Company size: 10 000+ Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Ease of Use
    • Likelihood to recommend 5.0 /10

    Oracle B2C Review

    Reviewed on 2021/07/06

    The switch that was made to Oracle was supposed to be a seamless and easy transition, but the...

    The switch that was made to Oracle was supposed to be a seamless and easy transition, but the reality was removed from that. Overall it makes categorization of customer cases much cleaner, however alot lot of the features that were supposed to be helpful take too long to load (for instance, the feature to save a procedure or reference for CSR's takes forever to load and is not very user friendly).

    Pros

    This software takes a while to become familiar with all of the various nuances and usages. That being said, once you have the basics down, it's pretty user friendly. My favourite feature is being able to assign cases to both individual employees and also to specific queues within the organization. For example, if I know my supervisor will work on a case personally or it's time sensitive, I assign the case to them, but if the customer in question requests to speak with a general manager, the case can be assigned to the customer care lead queue and they can work through the emails/cases as they come in.

    Cons

    This software is not very intuitive to use, and a goo amount of the features are very cumbersome to use. The load time is frustratingly slow, and the amount of times that chats get dropped is borderline unacceptable.

    Cristy
    Overall rating
    • Industry: Retail
    • Company size: 10 000+ Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Ease of Use
    • Likelihood to recommend 6.0 /10

    RIghtNow Review

    Reviewed on 2018/12/18

    Overall, it's organized, up-to-date and easy to navigate within the platform.

    Overall, it's organized, up-to-date and easy to navigate within the platform.

    Pros

    I enjoyed the chat feature that allows our team to easily view when a chat is coming through. I also enjoyed the filtering options for each specific queue to where you can view the oldest to newest and have each queue on a different tab. This helps in organization within the different working queues.

    Cons

    I do not like that RightNow cannot seem to handle large volume of transactions. I have to restart the application after a few tickets worked.

    APRIL
    Overall rating
    • Industry: Consumer Services
    • Company size: 1 001–5 000 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Ease of Use
    • Likelihood to recommend 9.0 /10

    Good customer service record keeping tool

    Reviewed on 2019/03/31

    Right Now is truly a good customizable tool that interacts with many other types of software.
    It...

    Right Now is truly a good customizable tool that interacts with many other types of software.
    It is a very useful and multifunctional software for customer service, order management and call management.

    Pros

    I use this software at work as a work-from-home customer support agent. I works perfectly in sync with our voice phone software and with our online store.
    It is so convenient to have Right Now to automatically pull up a customer's information and just a click to review all of their call history.
    Once you enter the order number, it's only one click to open the order in the online shopping cart software.
    We have a searchable knowledge base in Right Now that we use all the time and it is very good at pulling up the most relevant results.
    We can create call tags and plus send emails to managers, our service providers and customers.

    Cons

    It's a little slow sometimes. There seems to be a delay sometimes, but it could also be that it is working with many programs and keeping them all in sync. It's not too bad of a delay, but could be a little faster.

    Patty
    Overall rating
    • Industry: Pharmaceuticals
    • Company size: 51–200 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Likelihood to recommend 10.0 /10

    Most user-friendly and intuitive B2C software I've used

    Reviewed on 2022/04/05

    I was extremely happy when I used this software. Not only could I find what I needed easily but I...

    I was extremely happy when I used this software. Not only could I find what I needed easily but I could also download the data accordingly to how I wanted to view it so I could save customer files according to the timeline I needed to contact them.

    Pros

    The data was extremely easy to manipulate and organize. The functions were extremely intuitive and easy to find helping to make my work very efficient, which was critical for me.

    Cons

    I'll be honest, there wasn't much I didn't like. There was a slight learning curve initially but when it's new to you, what doesn't have a learning curve?

    Showing 5 reviews of 32 Read all reviews

    Oracle B2C Service FAQs

    Below are some frequently asked questions for Oracle B2C Service.

    Oracle B2C Service offers the following pricing plans:

    • Free Trial: Available

    Please contact Oracle for a price quote based on your needs.

    Oracle B2C Service has the following typical customers:

    201–500, 501–1 000, 1 001–5 000

    Oracle B2C Service supports the following languages:

    English

    Oracle B2C Service supports the following devices:

    We do not have any information about what integrations Oracle B2C Service has

    Oracle B2C Service offers the following support options:

    Email/Help Desk, 24/7 (Live rep)

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