Service

We have a thorough understanding of Oracle's customer service and support platform, which assists organizations in providing excellent customer experiences. Our team of professionals are skilled in implementing, customizing, and optimizing the Oracle Service Cloud solution to meet each organization's unique customer service needs. They can design and set up multi-channel support systems, including email, chat, social media, and knowledge management, to ensure smooth and consistent customer interactions. Additionally, our Oracle Service Cloud experts use the platform's analytics and reporting features to track and analyze customer interactions, allowing for data-driven decisions to improve services continuously

Oracle Service Cloud experts bring more than just technical skills to the table. They work with organizations to develop customer service strategies and integrate the platform into wider customer engagement initiatives. By aligning customer service processes with business objectives, they can improve customer satisfaction, operational efficiency, and competitive advantage. These experts can implement self-service portals, optimize case management workflows, and ensure compliance with data privacy regulations. Ultimately, Oracle Service Cloud experts are instrumental in transforming customer service operations into a strategic asset for organizations

Features

Case Management
Case Management

Allows customer service agents to efficiently manage customer inquiries and issues through a centralized system. Agents can track, prioritize, and resolve cases while maintaining a complete history of interactions and resolutions

Customer Support
Omni Channel Customer Support

Enables businesses to provide consistent support across multiple channels, including phone, email, chat, social media, and self-service portals. Customers can reach out through their preferred channel and receive timely assistance

knowlege-management
Knowledge Management

Provides a centralized knowledge base where businesses can store, organize, and share relevant information, FAQs, troubleshooting guides, and product documentation. Agents can access this knowledge base to provide accurate and consistent responses to customer queries

Escalation
SLA’s and Escalation Management

Allows businesses to define SLAs for different types of cases and ensure timely resolution. The platform provides automated escalation rules and notifications to ensure cases are appropriately prioritized and resolved within defined timelines

SaleServices
Self Service Portal

Offers self-service options for customers to find answers to their questions and troubleshoot issues on their own. Customers can access knowledge articles, FAQs, community forums, and chatbots to resolve common problems without agent assistance

Field Service Management
Field Service Management

Provides real-time insights into sales For organizations that provide on-site or field services, Oracle Service Cloud offers capabilities to manage and optimize field service operations. It includes features like scheduling, dispatching, resource management, and mobile access for field technicians

Service Analytics & Reporting
Service Analytics & Reporting

Provides real-time insights into service performance, customer satisfaction, and operational metrics through pre-built reports, dashboards, and data visualizations. This allows businesses to measure and improve service effectiveness

live experience
Live Experience

Live Experience allows to design secure digital customer engagements and include them in different apps. Customer can add video, audio, or screen share, as well as screen spotlighting and annotation during video and screen sharing sessions

Integration
Integration and Extensibility

Oracle Service Cloud can integrate with other Oracle Cloud applications as well as third-party systems, enabling a seamless flow of customer information and service data. It also supports customization and extensibility to adapt to specific business requirements

Service Center

Innovacx is uniquely qualified to handle your complete Oracle Cloud CX implementation

Oracle CX Service, are a cloud-based customer service management platform developed by Oracle Corporation. It is designed to help businesses deliver exceptional customer service and support across various channels, including phone, email, chat, social media, and self-service portals. The platform offers a range of features and capabilities to streamline service operations, enhance customer experiences, and drive customer satisfaction.

We at Innovacx help customers to connect, customize and personalize your and your customer’s service experience and engagement through multiple channel

With the Oracle Service cloud solution, you can promote visibility and collaboration between sales and customer service teams through the entire lead-to-renewal cycle

Success Stories

Empowering business to manage various services like Customer Administration Services, Onboarding Process, Leasing, Licensing, and various Operations activities. Enabled 275+ Service Request flows to manage various types of Freecom related services. Empowered customers to manage their service requests via a self-service portal where they can request multiple services and collaborate with business users. Significant improvement in Turn Around time as various applications are seamlessly integrated and Business users can collaborate with both customers and internal users. Provided role-based dashboards to business users to track the activities and SLAs and helped business users to act on it. Marketing automation for different types of digital campaigns and integration with Survey platform to track customer feedback in CRM.

Implemented Oracle CX Solution including Oracle Sales Cloud and Oracle Marketing Cloud. Enabled Integration of Oracle Service Cloud with Oracle Retail POS and Web Portal to Capture Customer Transactions and Service Request. Implemented Workflow and Escalation Management, Knowledge Management as part of Service Flow. Enabled different Service KPIs and Dashboards for Business unit level and Group level insights.

Enabled work flows like Membership Management, Event Management, and Customer Management leveraging Oracle Fusion Sales and Service Cloud. Enabled Customer Service Request Management, Multi-Channel Service automation with Oracle Digital Assistant. Website and Mailbox Integrations. Enabled Knowledge Management and SLA tracking. Deployed multiple Reports and Dashboards leveraging Oracle Analytics Cloud.

Innovacx specializes - from strategy to solution design and implementation to optimisation, leveraging Oracle's best-in-class Enterprise Application Portfolio.

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