Oracle Live Experience Cloud
Improve customer experience and business results with in-app customer engagement, providing meaningful experiences using the right channel at the right time, while enabling associates to proactively engage customers at key moments of their individual journey.
Optare Solutions & Oracle Communications
Optare Solutions, Oracle’s Gold Partner, works closely with Oracle Communications to maximize the return on investment of operators and large enterprises on Oracle platforms.
Since 2012, Optare has relied on Oracle Communications technologies and platforms to implement web-telecom convergent applications and solutions for operators and companies worldwide; to innovate with new Smart Communications Services for fixed and mobile networks, adapted to each customer’s specific characteristics, thus quickly monetizing the assets already present in their networks and getting the most out of them; to create new web-based communication services in real time using WebRTC.
We are now extending our portfolio of solutions with Oracle Live Experience Cloud, to modernize the customer experience in any interaction.
Modernize Customer Engagement
Oracle Live Experience Cloud delivers an in-app engagement and a better customer experience. Oracle Live Experience Cloud integrates into web and mobile apps for seamless support including integration to Oracle Monetization Cloud and CRM applications.
With Oracle Live Experience Cloud, you can now digitally deliver a seamless customer experience in real time. Your customers will be able to experience a faster assisted agent interaction without having to leave the web application.
Customers Prefer Digital Channels
Today’s customer prefers to engage with companies via digital channels, According to an Oracle survey spanning 8 countries, 77% of consumers feel that inefficient customer service experiences detract from their quality of life(check the infographic). 75% of these customers recognize the value and efficiency of voice and videochat. With Oracle Live Experience Cloud, companies can elevate engagement and provide a seamless, proactive and meaningful customer experience every time.
Contact with our specialists and discover how you can elevate engagement and provide a seamless, proactive and meaningful customer experience every time.
Key benefits
Improve Customer Satisfaction
Create mobile and web in-app experiences to improve customer satisfaction
Accelerate Digital Transformation
Creating an environment to connect with customers via the right channel and at the right time
Improve Operations with New Insights
Analyze insights across all interaction modes to create new processes and improve operations
Features
In-App Engagement Channels for web and mobile
Contextual experiences via digital voice, video capabilities (one way, two way, see what I see), screen sharing, drawing/annotating, with seamless transitions between channels.
Integration with CRM and customer data respositories
Integration with CRM, contact center, and customer data repositories, as well as into mobile apps.
Customer Context and Engagement Scenarios
Capture customer web and mobile context to support action and decisions within the process. Design personalized engagement scenarios based on context, history and business priorities
Modern Associate Collaboration Tools
Web based Desktop Experience for associates with shared inboxes, queues, and customer insight views for modern service teams
Telephony-to-Digital Escalation
Augment telephony-primed interactions adding visual content to supplement voice communication
Intelligent Routing using Customer Context
Routing for digital channels with flexible rules-driven customer context, based on customer history, associate skills, and priority assignment
Recording and Interaction Store Across All Channels
Recorded media synchronized across all channels, with robust indexing and instant search across all interactions for each tenant
Insights and Analytics
Insights on individual and overall service team performance, engagement success KPIswith integrated analytics and reporting
100% Self-Service Driven
Get up and running in minutes via simple web app interfaces
Encryption, Data Protection
Industry standard encryption for all customer data and Bring Your Own Key capabilities ensuring complete data ownership
Optimized Real Time Communications Cloud Platform
Elastic network, compute, and storage resources optimized at all layers for real time communication service
Fast Connect
End to end connection quality, deterministic network path and network security
Contact our specialists
Discover how you can elevate engagement and provide a seamless, proactive and meaningful customer experience every time.
