Oracle B2C Service - 23C Release Highlights

I am very pleased to highlight few features from our CX B2C Service 23C release to everyone.?

Great work done by all our colleagues. Numerous new features and enhancements, including several exciting "customer requested features" are available in 23C.?Our focus is: Customer First mind set, release innovations faster to market and help customers grow, modernize, and drive efficiencies by delivering end-to-end automation.

Our features are released, focusing following personas and best experience:

• Customer Experience
• Agent / Advocate / Staff / Supervisor Experience
• Administrator Experience
• Developers / Integrator Experience

I will highlight only few features in every section just to give a heads-up. I am very glad to take any queries via offline. :)

Customer Experience: ?

We have added many new features into our Web Chat for Service (WCFS), and Oracle Digital Assistant integrations. In WCFS, with below five enhancements almost all the remaining gaps with the current Chat Inlay are covered.? For example:? Bi-directions file/attachment sharing, Enhancements to the customization of the pre-launch form, Client greetings and system message enhancements, Off the record support, PII masing support, End of conversation message.?

Oracle Messaging module support in Configuration Assistant:

You company’s Identity Domain administrator?can now enable the Oracle Messaging feature from within the Configuration Assistant. ?Previously, customers were required to open a service request with our Technical Support team, in order to have Oracle Messaging enabled.? By removing that extra step, we’re making it easier to enable Oracle Messaging.? ?Now, as long as you’ve purchased chat, you can easily enable this feature within the Configuration Assistant

Agent / Advocate / Staff / Supervisor Experience:?

Many features are added into our Chat Engagement Panel for better user experience and productivity.? One of the most important features is: Chat Not in Focus Timer: The historic user interface provides a timer for the length of time since the conversation initiated, Service Level Agreement visual indicators are further provided to assist the agent in understanding when a particular chat conversation has not been visited for a configured amount of time, and other values easily available to assist the chat agent in juggling these three conversations.? However, one of our customers requested that we also provide a visual timer that makes it easily visible exactly how many seconds it has been since the agent last had that chat conversation in focus. Whether or not this timer is rendered is based on a configuration option and can be determined on an interface-by-interface basis.

?

Few more important features are: Pin your Recent Items, Favorite your Standard Text and adjustable standard text panel and personalize workspace tabs.

Administrator Experience:

To support CI/CD or agile devops experience, we have enhanced our Element Manager module to support import/export of custom scripts. ?

EBR module has been continuously enhanced, to support few more customer driven requests to drive more automation.

Service Usage Metrics Page: Administrator will be able to view and track the file storage, database storage and bandwidth usage in BUI as well as view and track the Monthly API Operations usage in BUI.

?

Developers & Integrator Experience:

We have been enhancing our XO features continuously. Test Connection feature has been added as per few customers request.

Our extensibility framework: ?Extension developers can now leverage an extension framework API call to capture feedback from the agent when they accept or dismiss an insight card.? When an agent clicks on the dismiss or the accept icon, a text box can be configured to be opened that will allow for the agent to provide feedback regarding the agent insight card that is rendered.

Where do we find more info?

1. B2C Service - 23C Release Readiness Assets
2. Digital Customer Service Features (WCFS)
3. AI/ML Accelerator

We have few sessions, including our 23C/D road map sessions scheduled via our cloud customer connect forum. Please take a look and RSVP based on your availability.

https://community.oracle.com/customerconnect (Go to Events --> CX)

Few recent blogs from our colleagues:

1. Configuration Assistant – New features
2. Connecting B2C Service with External Objects by NITHIN NASSAR

Wrapping up here, and for any questions, please feel free to reach me via [email protected].

Looking forward to seeing you at Cloud World :)

Take care,

Thank you.

?