Overview of Live Experience
Explore the many ways you can engage your customers with just-in-time communication by adding Oracle Live Experience to your web pages and mobile apps.
By adding Live Experience to your web pages and mobile apps, you allow your customers to initiate live audio and video conversations when it's convenient for them. You get to control which pages of your site the Live Experience widget appears on, what its greeting message is, and what capabilities, features, and channels are available to your customers and associates.
Using the Live Experience Admin Console, you begin by creating an engagement scenario. The engagement scenario determines the Live Experience communication features and capabilities that are available to your associates and your customers. You can add the same engagement scenario to multiple pages, or you can add different engagement scenarios to different pages. See Overview of Engagement Scenarios.
You're in control when it comes to determining what digital channels you want to use, and what data you would like to gather from customers. You have complete flexibility to initiate engagements with audio, video, or screen share channels, and you can choose upgrade and downgrade paths for both associates and customers as well.
In addition, you can easily define any context attributes you like using the Live Experience Admin Console, and you can choose whether those context variables, which require only a bit of simple coding to initialize, are displayed in the Live Experience Associate Desktop.
- Engage Customers with Live Experience Audio Calls.
An audio engagement scenario provides your customers and your associates with a live two-way audio call. Many customer-support issues can be solved with a simple two-way audio call. Audio engagements can be initiated in different ways, depending on your business needs. By default, a customer can tap or click the Live Experience widget, thus initiating an audio call when it's convenient for them. You can also configure Live Experience to allow your associates to make outgoing audio calls, either using an online PSTN (Public Switched Telephone Network) service, or using VoIP (Voice over Internet Protocol) to a Live Experience-enabled mobile app. See Engage Your Customers by Calling Them Directly.
You can add escalation or upgrade options to your audio engagement scenario to permit screen sharing or two-way video. After being connecting to an associate, your customers have access to typical audio call features in an unobtrusive interface, without any additional coding on your part. - Engage Customers with Video Calls.
A video engagement scenario provides your customers and your associates with a live, feature-rich, one- or two-way video call. Video calls are a great way to solve more advanced customer-support issues. In some cases, video calls can replace the need to dispatch a support technician, saving the customer time and saving you money. Video engagements can be initiated in different ways, depending on your business needs. By default, a customer can tap or click the Live Experience widget, thus initiating a video call when it's convenient for them. By default, an associate can start a meeting and invite a customer to join it. The meeting engagement scenario is a two-way video call. You can also configure Live Experience to allow your associates to call customers through your Live Experience-enabled mobile app.
- Engage Customers with Screen Sharing.
A screen-sharing engagement scenario provides your customers and your associates with a live call displaying what the customer can see on their screen. Screen-sharing engagements are a great way to solve issues the customer might be having with online store purchases or completing some kind of web form.
- Annotate Your Visual Engagements
Your customers and your associates can use the annotation tool when they are on calls together to highlight important things on the screen. The annotation feature is automatically enabled during screen-sharing and video calls. During a video call, the annotation tool is available only to associates. During a screen-sharing engagement, the annotation tool is available to customers and associates. To make annotating video calls easier, associates can temporarily freeze the video stream so that they can annotate a still image. See Engage Your Customers Visually with Annotations.
Your customers activate annotation by clicking or tapping the pencil icon on the widget. Your associates activate annotation by clicking the pencil icon in the corner of the call window, and they can freeze a video stream by clicking the camera icon next to the pencil icon.
Whether the annotation is made by the associate or the customer, the resulting notation is shown to both parties.
- Engage Your Customers with SMS Conversations.
You can configure Live Experience to handle SMS conversations. You can allow your associates to send SMS messages, and to send and receive SMS messages. In the Associate Desktop, the Conversations interface allows associates to manage multiple concurrent conversations. Using SMS is a great way to send a customer a meeting URL.
- Engagement Upgrade Options You can configure your engagement scenarios with features that your customers and associates can use as they need. For example, you can design an engagement scenario to start as an audio call, but allow the associate to request that the engagement be upgraded to a two-way video call.In this way, even if an engagement scenario starts as an audio-only call, you can plan to give your associates and customers access to advanced digital tools to deal with a great range of business scenarios.
- For your customers, specify whether they can voluntarily share their camera or their screen with the associate.
- For the associate, specify whether they can voluntarily share their camera or screen with the customer.
- For the associate, specify whether they can ask the customer to
share their camera or their screen.
When an associate, in the Associate Desktop, clicks the button asking the customer to share either their camera or their screen, the customer is presented with a dialog asking to grant the necessary permission.
- Gather Data that's Important to You.
A key advantage of engaging with customers directly within your website or mobile app is the ability to leverage context customer data. Armed with context information, you can then determine the best way to engage with the customer, and you can then route the customer to the exact associate equipped to best handle their issue. The relevant context data is relayed to the associate, enabling them to engage the customer in the most efficient and effective way.
You can gather virtually any data, or context attributes, you like, whether it's system information that Live Experience gathers automatically, metadata from your own web page or app, or account information from your customer database. You can then use that data to define engagement scenario details, routing rules, and determine what information is presented to your associate. When a customer initiates a call, the context attributes you've defined are relayed by Live Experience directly to the associate.See How You Use Routing Rules to Get Customers to the Right Associates on the Right Teams.