CX Cloud
Oracle CX Service
Every case answered from one desk: omnichannel service with SLAs and routing that reflect how your support actually runs.
Every Channel, One Queue.
Implementation, integration and adoption for Oracle CX Service.
CX Service brings cases, knowledge, chat, email and telephony into one agent desktop, with self-service and a digital assistant in front of it. MGrid configures routing and SLAs to your support model, connects the channels and the customer data, and supports the service team after go-live.
From First Contact to Resolution
Build the Service Desk
- Case management, queues and SLAs
- Knowledge base and agent desktop
- Digital assistant and self-service portal
- Surveys and service analytics
Bring in Every Channel
- Chat, email and telephony channels
- Customer and product data from ERP
- Field service and warranty where needed
- Identity and single sign-on for portals
Keep Agents Effective
- Agent onboarding and knowledge authoring
- Deflection and first-contact resolution tuning
- Quarterly release testing and adoption
- Support with a named contact
Tell Us Where Cases Pile Up
Channels, volumes and the SLAs you promise. We will come back with a phased plan and an estimate.