Oracle has recently integrated its service platform with the Oracle Unity Customer Data Platform (CDP) to facilitate enhanced interactions between customers and agents. This integration would allow service agents to understand their customers better, which, in turn, would help them make accurate marketing campaign strategies to attract, retain and grow their customer base.
Data would be embedded from CDP by Oracle Service, which would help in offering easy and personalized customer service. Oracle’s Fusion Cloud Customer Experience (CX) Offering would help in understanding customer requirements and improve agent efficiency.
Vice President of Product Management at Oracle Advertising and Customer Experience (CX), Jeff Wartgow, said, “Service agents frequently work from a patchwork of systems and rarely have the right data in front of them to solve customer problems efficiently and effectively.”
“By embedding data from Oracle Unity within Oracle Service, we can give service agents real-time customer insights and recommendations within the tools they already use. This will help brands drive positive engagements by making sure their customers feel heard, helped, and appreciated,” added Jeff Wartgow.
This integration would provide facilities like personalized agent routing, service-aware marketing, proactive service, and intelligent recommendations. With personalized agent routing, specific agents can be assigned to specific customers on the basis of their history and needs. Service-aware marketing would facilitate targeted marketing and proactive service would allow agents to use insights and data to engage with customers via appropriate channels like live chat, video chat and more. Additionally, intelligent recommendations would allow agents to draw recommendations on what a customer might want and recommend parallel purchases according to customer choices. Personalized service and quick resolution would enhance customer satisfaction and increase customer engagement.