The pandemic uncovered critical technology and process gaps for many service organizations as they were bombarded with a surge in demand. For some, it also accelerated their modernization efforts.
With more customers embracing digital and self-service channels, customer service agents were tasked with tackling more complex issues and nurturing vulnerable customers. Empowering agents (who, like many of us, work through a 13-inch screen with 42 open tabs) with the right tools to productively and efficiently serve customers has never been more important.
Oracle Service's agent Browser User Interface (UI) is the next generation of agent experience for B2C Service environments. We're continuously adding new features to improve its usability and intuitiveness, and equip agents with critical context, knowledge, and collaboration tools from one unified platform. Here are three of our latest additions: