Case Study
Network Rail Transforms Customer Experience with Oracle Cloud
Explore how Network Rail provides high-quality information to its customers and users...
2 min read
Oracle Service Cloud
Create impactful service interactions at every channel.
Cloud-based solutions that simplify customer service experiences and deliver a unified customer view for agents with automation and integration. Boxfusion are known as Oracle Service Cloud implementation leaders, due to our technical capability, reputation for integrating Service Cloud into wider business operations and delivering award-winning customer experience outcomes.
Oracle Fusion Service #
Boxfusion use Oracle Fusion Service to empower your teams to deliver excellent service outcomes with AI-driven service automation. Whether through advanced customer self-service, agent-assisted support, or field service operations; Oracle’s suite of next-generation apps, Redwood user interface and data visualisations can resolve customer issues swiftly and boost productivity across all industries.
Oracle B2C Service #
Oracle B2C Service Cloud (Previously Oracle RightNow CX) helps organisations deliver assisted and automated services across all channels where businesses interact with their customers. Boxfusion helps Service Cloud users achieve this by delivering intuitive self-service web portals for customers, featuring modern service tools (e.g. AI-driven knowledgebase, web chat and digital assistants), and automating case management processes to support employees.
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Self-Service Portal Design #
Boxfusion bring leading User-Centric Design (UCD) practices to bear, to ensure customers have the most effective experience interacting with the Service Cloud self-service portal. Our UX process delivers a personalised & seamless online journey for our customers' customers.
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Intelligent Knowledge Management #
We enable businesses to set up a knowledgebase in the best way to leverage the power of knowledge with a range of content types (articles, videos, forums). Machine learning then proactively surfaces the most relevant information reducing search times and incident numbers.
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Service Request Automation #
We excel at configuring task automation to guide service agents through the steps they need to take to resolve a particular query. Customers can automatically be routed to knowledge-base resources based on initial information, established requirements and business rules.
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Forward and Track #
We can set up a ‘Forward & Track’ extension that enables agents to log incidents, track progress, and share with external parties without needing additional licenses/product(s). The single view UI maintains communication history for multiple incidents, increases contact centre efficiency and transparency.
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Feedback Management #
Gauge the effectiveness of your service with anonymous surveys and dynamic forms at the end of every interaction. This consistent capture of customer sentiment at the end of each engagement, allows service teams to take corrective action.
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Customised Agent View #
We specialise in customising and enhancing user interfaces for service agents, for the optimal user experience. We help our customers to deliver service applications that apply CX best practices and set-ups to enable agents to deliver outstanding customer service.
Benefits #
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24x7 self-service and a personalised experience, drives advocacy and CSAT improvements.
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Deflection of common customer queries, allows service teams to focus on more complex issues.
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More self-service and reduced contact with agents, generates cost savings.
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Reduce agent training time because of the enhanced user experience design in the UI.
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Understand customer trends using metrics provided by prebuilt and bespoke reports.
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The cloud-based platform, integrated with legacy solutions, receives automated feature updates.
What our customers say! #
Success Stories #
Oracle Service in Action #
Learn how Oracle Service can unify customer experiences across all your digital channels.