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:
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.