Oracle Service Cloud

The CRM that Unifies Web, Social and Contact Center Experiences

About Oracle Service Cloud

Oracle Service Cloud is a CRM solution that improves customer service and daily operations through the use of its service request management, knowledge base, and customer portal.

Deliver

World-Class Customer Experience

World-Class Self-Service

Deliver world-class self-service with next-generation technology.

Cross-Channel Contact Center

Unify the agent desktop and deliver great service across every channel.

Knowledge Management

Enable customers to find the right answers – the first time.

Policy Automation

Ensure company and regulatory policies are met regardless of channel.

Services

At CPI, we are passionate about helping people and organizations transform the way they interact with their customers and team.

Delivering Modern Customer Service

The three tenets of delivering Modern Customer Service are Engaging Customers, Empowering Employees and Adapting Quickly. Oracle Service Cloud can help you get there.

Cross-Channel Contact Center

Case Management
Manage the timely resolution of customer inquiries across email, phone, live chat, and social channels on a single platform.

Guided Resolution
Effectively guide agents to resolution through knowledge, scripts, and workflows to ensure productivity and consistency.

Contextual Agent Experience
Declutter the agent desktop to provide agents with relevant context of the customer, previous interactions, and helpful data.

Unified Agent Desktop
Easily integrate systems into one unified desktop for agents.

Customer Engagement
Personalize proactive communications with valuable customer data from deep service profiles.

Highly Configurable
Configure and manage service operations with agility, low total cost of ownership, and low dependency on technical resources.

Knowledge Management

Proactive Answers
Deliver the most relevant answers to customers with SmartAssistant and leverage contextual knowledge to deliver agent knowledge based on incident information.

Enterprise Content Search
Search across multiple knowledge repositories simultaneously regardless of location.

Integrated Analytics
Gain deeper insight into customer interactions with easy-to-use, drag and drop report builders and analytics dashboards.

Policy Automation

Personalized Experiences
Tailor customer experiences with contextualized and personalized service using dynamic interviews created by business experts.

Transparency and Analytics
Deliver accurate, reliable service with analytics and reporting that provide insights on customer needs and next steps.

Agile Management
Easily manage and deploy mobile, integrations, and APIs.

Expand Your Knowledge of Oracle Service Cloud

Ask the Oracle Service Cloud Experts

10-Week Admin Course

CPI Blog

Stay Up-to-Date with Oracle Service Cloud

Oracle Service Cloud 17D Release Overview Part 1

Oracle Service Cloud 17D Release Overview Part 2

Oracle Service Cloud 18A Release Overview Part 1

Oracle Service Cloud 18A Release Overview Part 2

Apps

CPI is enabling Oracle Service Cloud with additional power from Telephony Integrations to Quiq messaging integrations.

Connect your telephony platform to Oracle Service Cloud

Oracle Service Cloud integrates with many industry-leading communication vendors, allowing organizations to utilize best-of-breed functionality and leverage existing infrastructure. Also, customers and partners can create custom integrations using the Oracle Service Cloud CTI Accelerator.

Easily add SMS/Text and In-App messaging to Oracle Service Cloud

Customers are busy and crunched for time. The last thing they want to do is call customer service. We make it easy by letting them text or message your agents directly via SMS/Text, Facebook Messenger, Web Chat, In-App Messaging or Kik. That is more convenient and allows your customers to fit in the conversation while they do other things.

What Our Customers Have to Say

Suddenlink Logo

“The team at CPI has been exceptional to work with. Anyone in this industry knows that migrating to a new platform can be stressful, but the CPI team went above and beyond to provide us with highly responsive and consistently outstanding service and support. They really are top-notch!”

Greg Ewton | Senior Manager for iCare | Suddenlink

A CPI Success Story

Georgia Department of Administrative Services

Georgia Department of Administrative Services Modernizes Customer Experience

CPI is Trusted by Organizations around the World, Including:

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