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.

  • Devices

    Business size

    S M L

    Markets

    Canada, United States

    Supported Languages

    English

    Images

    Oracle B2C Service unified desktop
    Oracle B2C Service script pages
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    Oracle B2C Service video
    Oracle B2C Service screenshot: Oracle B2C Service unified desktop Oracle B2C Service screenshot: Oracle B2C Service script pages

    Features

    Total features of Oracle B2C Service: 34

    • Access Controls/Permissions
    • Call Center Management
    • Call List Management
    • Call Routing
    • Call Scripting
    • Call Tracking
    • Call Transfer
    • Chat/Messaging
    • Computer Telephony Integration
    • Conversion Rate Optimization
    • Customer Accounts
    • Customer Database
    • Customer Experience Management
    • Customer History
    • Customizable Templates
    • Data Import/Export
    • Email Management
    • Feedback Management
    • HIPAA Compliant
    • Interaction Tracking
    • Keyword Tracking
    • Knowledge Base Management
    • Live Chat
    • Multi-Channel Communication
    • Multi-Channel Management
    • Network Monitoring
    • PCI Compliance
    • Real-Time Chat
    • Request Assignment
    • Role-Based Permissions
    • Self Service Portal
    • Social Media Integration
    • Workflow Configuration
    • Workflow Management

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    Reviews

    Overall rating

    4,4 /5
    (23)
    Value for Money
    4,4/5
    Features
    4,2/5
    Ease of Use
    4,1/5
    Customer Support
    4,2/5

    Already have Oracle B2C Service?

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

    Write a Review!
    Showing 5 reviews of 23
    Ritu S.
    Overall rating
    • Industry: Higher Education
    • Company size: 1 001-5 000 Employees
    • Used Weekly for 2+ years
    • Review Source

    Overall rating

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

    Oracle right now

    Reviewed on 2018/12/13

    The overall experience is very great.i really like the contact management and staff account.as per...

    The overall experience is very great.i really like the contact management and staff account.as per the consideration of navigation and setup ,as well as dealing with multiple user is very easy.

    Pros

    This is very fantastic and easy to use software.it has customization ability as well as in built reporting functionality.servise cloud solution for customer support is very good feature.

    Cons

    The cons that I think is mobile version.

    Kristi K.
    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.

    Cristy L.
    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 M.
    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.

    Josh P.
    Overall rating
    • Industry: Consumer Electronics
    • Company size: 201-500 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 8.0 /10

    Excellent platform! Wish Oracle didn't take over...

    Reviewed on 2016/10/17

    RightNow was a fantastic service cloud solution for customer support. The CRM system provided much...

    RightNow was a fantastic service cloud solution for customer support. The CRM system provided much flexibility for setting up custom business processes, workflows, and creating a fully custom backend and frontend display. Unfortunately, when Oracle took over and bought the platform in 2011, service started to decline and many formal processes that were not previously implemented were put into place. This created unnecessary roadblocks in advancing development of the product. As a product itself, however, RN is fantastic, and I hope the advantages of the product continue to outshine the negatives mentioned!

    Pros

    Ease of use, customization ability, built-in reporting, workflows.

    Cons

    Working with Oracle (processes).

    Showing 5 reviews of 23 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.

    We do not have any information about Oracle B2C Service features

    Oracle B2C Service has the following typical customers:

    201-500, 501-1 000, 1 001+

    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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