Oracle Service Cloud

Create impactful service interactions at every channel.

A cloud-based solution that simplifies customer service experiences and delivers 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.

What is Oracle B2C Service Cloud? #

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.

Implementation and Development Services #

Boxfusion have deep expertise implementing Oracle B2C Service solutions which drive customer experience (CX) gains for customers across industries. We analyse your CX landscape with a comprehensive CX health check and take the complexity out of the service experience, while building stakeholder trust. Our focus on User Experience (UX) and full understanding of the technology roadmap has helped countless organisations realise the rich capabilities, UX gains and scalability that Oracle Service Cloud provides.

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.
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.
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.
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.
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.
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.

Improved Satisfaction #

24x7 self-service and a personalised experience, drives advocacy and CSAT improvements.
Increased Efficiency #

Deflection of common customer queries, allows service teams to focus on more complex issues.
Reduced cost-to-serve #

More self-service and reduced contact with agents, generates cost savings.
Quick Agent Onboarding #

Reduce agent training time because of the enhanced user experience design in the UI.
Real-time Insights #

Understand customer trends using metrics provided by prebuilt and bespoke reports.
Future Proof Platform #

The cloud-based platform, integrated with legacy solutions, receives automated feature updates.

We initially engaged with Boxfusion Consulting to help us deliver some extensions to Oracle Service Cloud, and their unique expertise in Service Cloud led to us expanding the scope of their work and enabling us to deliver real efficiency improvements both internally and for our customers. Their team became part of our team....they were fantastic to work with throughout and we are really excited about continuing our engagement with Boxfusion.
Chris Cahill, Agile Delivery Manager, Hermes