Oracle Live Experience

August 2019

Modernizing Customer Engagements

Oracle Live Experience enables businesses to maximize customer lifetime value with personalized, proactive, and contextual in-app digital engagements.

Live Experience lets you easily:

Latest Live Experience Feature Articles

With each release we'll post new Live Experience feature articles and deep dives here, so check back often!

Using Live Experience with Zendesk

Learn how quickly you can plug Live Experience into Zendesk, adding a complete set of rich engagement features to the popular customer support platform. 10 minute read.

Engage Your Customers with SMS

Enable your associates to engage your customers with SMS messages directly from Live Experience. 5 minute read.

In-Channel ID Verification

Your customers can use your mobile app to apply for products and services; they can use your mobile app to have their official documents authenticated, and you can use a Live Experience video call to verify their identity! 5 minute read

Manage Your Own Live Experience Tenants

As an Oracle Live Experience distribution partner, you're able to create and delete tenants for your own customers quickly and easily through the Partner Administration Console. 5 minute read

Get the Live Experience Mobile Associate App

The Mobile Associate App, available for Android mobile devices, lets you answer Live Experience calls anytime, anywhere. 5 minute read.

Configure the PSTN Service

Configure Live Experience to receive calls from PSTN phone numbers and route them to your associates. 5 minute read.

Make Annotations on Customer Videos

The annotation tool works on videos now! It's perfect for troubleshooting hardware challenges. 5 minute read.

Customize and Localize the Messages and Text in Live Experience

Learn how to localize and customize strings for the mobile/web component, the Associate Desktop, the Admin Console, and the meeting app. 15 minute read.

Control Availability for Your Applications, Teams, and Associates

Live Experience lets you handle associate availability at the application and team level, as well as letting associates control their own availability status. 15 minute read.

Live Experience Short Codes: What are They and How do They Work?

Explore Live Experience short codes and how you can use them in your engagement workflows. 10 minute read.

Searching for Recorded Engagements

Learn how you can search and review your recorded engagements using Live Experience's flexible and easy to use search interface. 5 minute read.

Customize the Appearance of Live Experience

Learn how you can customize Live Experience with your own corporate branding and style. 5 minute read.

Add a Seamless Live Experience Extension to Oracle Service Cloud

Follow this procedure to seamlessly add the complete set of Live Experience features to Oracle Service Cloud. 20 minute read.

Audio Transcriptions: Create Text Records of Your Engagements

Transcribe recorded audio for your engagements into text. Add custom keywords, tag engagements and see your keywords highlighted in engagement transcripts. 10 minute read.

Live Experience Engagement Scenarios: Choosing the Right Digital Channels for the Job

Proactively engage with customers in a personalized way tailored to their unique journey and requirements. Provide the channels they need without overburdening them with those they don't, and ensure an optimal customer experience. 20 minute read.

Hands On: Managing Live Experience Users and Teams

Empower your associates by assigning them the right roles for the job, and combine them into teams with shared queues to encourage collaboration. 10 minute read.

Focus Your Resources: Get Your Customers to the Right Team with the Right Skills

Guide your customers to the right team using Live Experience's context based routing, and then ensure they're matched with the right associate with the right skills. 10 minute read.

Use Live Experience to Engage Customers on Your Web Site

See how the Live Experience web component can help you engage customers directly from your web site. 10 minute read

Live Experience Customer Data Collection and Management

Learn about Live Experience features that can help you deal with data collection and management issues. 5 minute read.

Live Experience Metrics Explained

Take a deep dive into Live Experience metrics. 10 minute read.

Monitor Metrics that Matter to You at a Glance

Learn about the Live Experience overview dashboard that provides up to the minute views of your most critical metrics. 5 minute read.

Team Performance Report

Optimize your team scheduling by tracking trends in the utilization of your associates and ensuring you are never over or under staffed. Ensure your team's performance by tracking key metrics such as average response time and drilling down to individual associate performance. 5 minute read.

Have One on One Meetings with Your Customers

Quickly generate prescheduled meetings with a seamless single click to join experience for your associates and customers. 10 minute read.