• by Ray Schultz , May 16, 2022

Oracle has upgraded its Oracle Service offering to help service agents get a full view of their customers and easily target them for marketing campaigns. 

As part of this, Oracle Service will embed data from the Oracle Unity Customer Data Platform (CDP) to facilitate more personalized service interactions.  

The goal is to give “service agents real-time customer insights and recommendations within the tools they already use” says Jeff Wartgow, vice president product management, Oracle Advertising and Customer Experience (CX).  

Wartgow adds: “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.” 

According to Oracle, the integration between Oracle Unity and Oracle Service will allow:

• Personalized agent routing — Agents can be assigned based on customer history, loyalty status and product usage.
• Service-aware Marketing — Customer service agents can add a customer to a targeted marketing campaign with one click to provide relevant offers and discounts. 
• Proactive Service — Agents can focus on the customer with quick access to insights and use data to engage through the most appropriate channel. 
• Intelligent Recommendations — Agents scan use a new Insights Panel on their desktop and receive recommendations on what a customer might be looking for or additional products that might interest them.  

In a survey released earlier this month, Oracle found that people would rather sit in traffic (15%), clean the bathroom (15%), wait in line at the DMV (12%), or argue with a significant other (8%) than deal with a customer service agent.