Oracle Live Experience

June 2020

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

Set Up In-Channel ID Verification for Your Website

You can now add in-channel ID verification workflows to Live Experience on your website, so that you can use your website to verify a customer's identity and confirm the authenticity of their official documents. See Verifying Your Customer's Identity Using Live Experience. (In-channel ID verification is already available for Live Experience on iOS and Android.)

Reporting Enhancements

Live Experience reports are enhanced with a new default reporting period for the last 24 hours (this is in addition to periods for the last seven days, last 30 days, and last 90 days). Also, download team and engagement reports as CSV files. See Viewing Live Experience Reports and Viewing Reports About Your Tenants.

Let Your Customers Request a Callback

Instead of making your customers wait in a call queue for an availble associate, offer them the opportunity to request a callback instead. See Manage Engagement Scenarios.

Log Callbacks as Incidents in Service Cloud, as Service Requests in Engagement Cloud

If you've added the Live Experience service to your Service Cloud or Engagement Cloud, you can log customer callback requests in your CRM's system. See Add Live Experience to an Existing Service Cloud Site and Add Live Experience to an Existing Engagement Cloud Instance.

Recording Engagements with Annotations

By popular demand: the engagement recording feature now records all customer and associate annotations to the video recording. See Engage Your Customers Visually with Annotations and Manage Recordings Options.

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.