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.


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.


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 19B Release Overview

Oracle Service Cloud 19C Release Overview


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

Rebecca Gray Sen

“In 2015, we came to the conclusion that our Oracle Service Cloud (OSC) implementation had turned into an overly-complex jumble of functionality that wasn’t meeting the overall needs of our organization. Realizing that we needed to make a change, we began researching consulting firms who could provide the guidance we needed to achieve our vision. We were immediately drawn to CPI.Solutions, a long-time Oracle Service Cloud partner, due to their pro-customer nature, depth of knowledge and experience, and a clear understanding of our industry.

Thankfully, CPI.Solutions was able to come in, help us take a couple steps back, and understand what our business needed.

There are a few things that really stand out since we started our partnership:

  • CPI.Solutions’ team has taken time to learn what we need in order to be successful. This has enabled them to provide meaningful guidance and solutions.
  • Their personal approach resonates with me and has empowered us, since day one, with the education and guidance needed to be confident in OSC.

Bottom line, CPI.Solutions’ team delivers excellent results, is always there when we need them, and are really great people to work with. Our partnership has helped us turn Oracle Service Cloud into a strategic part of our business.”

Rebecca Gray Sen

Senior Manager, Customer Care | InSinkErator

Emerson Commercial & Residential Solutions

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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