Oracle Live Experience

October 2021

Live Experience Docs Home

Oracle Live Experience helps your customers connect with you, when they need to, in a modern and proactive way, leveraging tools and technologies present on their mobile devices.

Live Experience is the remedy for dreadful telephone IVR routing and call center experiences. Live Experience is shown to improve customer satisfaction and retention by 50%, and decrease operational costs by 15%.

Use Live Experience's visual engagement tools like two-way video, screen sharing, and annotation to quickly resolve customer support issues -- even really hard issues -- the first time.

What's New

Three-Way Conferencing, Now for Video: Add an Associate to an Ongoing Video Engagement

Allow your associates to invite another available associate to join an ongoing video engagement. (This was already possible on audio engagements.) Enable this feature on your engagement scenarios in the Admin Console. See Manage Engagement Scenarios.

Add Automatic Face Matching to your ID Verification Implementation

You can choose whether to use Jumio's Face-Matching capabilities in your identity-verification implementation, to augment in-channel video ID verification. See Verifying Your Customer's Identity Using Live Experience.

Smarter Team-Level Queuing

Engagements that get routed to a team queue no longer get immediately assigned when everyone in the team is busy or unavailable. Instead, when everyone in the team is busy or unavailable, engagements are held in a pool until an associate becomes available. Also, configure the new Agent Re-assign Timeout setting to automatically reroute engagements that get assigned but aren't answered in a reasonable amount of time. See Manage Teams in Live Experience.

Use Co-browse for Advanced Screen Sharing

Configure Live Experience with your Co-browse account. Launch Co-browse right from the Associate Desktop to perform advanced screen sharing with your customers. See Configure Co-browse.

Popular Articles

Add Live Experience to Your Websites and Mobile Apps

Discover how to enhance your websites and mobile apps with Live Experience so that your customers can engage with you when they need help.

Add Live Experience to Your CRM Desktop, Including Oracle Service Cloud and Engagement Cloud

Learn all about adding complete Oracle Live Experience functionality to popular CRM desktop tools and applications.

Enable Remote ID Verification in Live Experience (In-Channel ID Verification)

Enable your customers to use your mobile app to authenticate their official documents as part of applying for secured products and services.

Send and Receive SMS Messages in Live Experience

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