Oracle AI Powers Future of Customer Experience Management

Oracle AI Powers Future of Customer Experience Management

New Oracle CX Cloud melds artificial intelligence, advanced data analytics, innovative search, voice, and video

CHICAGO, April 10, 2018 /PRNewswire/ -- ORACLE MODERN CUSTOMER EXPERIENCE -- Oracle today announced a series of new innovations that help marketing, sales, commerce, and customer service professionals meet the rapidly changing expectations of today's empowered customers. The latest updates to the Oracle Customer Experience (CX) Cloud Suite support the connected digital enterprise by introducing new artificial intelligence based applications, data analytics solutions, and innovative search, voice, and video capabilities.

Despite an increasing focus on the customer, expectations continue to outpace the experiences many organizations can offer. As a result, according to Forrester's Predictions 2018: A Year of Reckoning, 30 percent of companies will see further declines in CX performance in 2018, and those declines will translate into a net loss of a point of growth. Oracle CX Cloud Suite helps users navigate this increasing complexity and quickly and easily take advantage of the latest innovations to advance their careers and create epic experiences that deliver predictable and tangible business results.

"While the challenges we all face are a little different from department to department or company to company, the common theme for all customer experience professionals is how to lead change, not just react to it," said Des Cahill, vice president and head CX Evangelist, Oracle. "We know that technology alone is not the answer to this tidal wave of change. Instead, we are focused on helping our customers remove barriers that prevent their employees from focusing on the customer and creating epic experiences. The latest innovations within Oracle CX Cloud Suite will empower marketing, sales, commerce, and customer service professionals to lead the changes and advance their careers."

The latest innovations within Oracle CX Cloud Suite include updates to help marketing, sales commerce, and customer service professionals.

Marketing Innovations

    --  New Real-Time Behavioral Insights: Allow marketers to rethink how data
        is applied across the entire customer lifecycle. With the launch of
        Oracle Infinity and Oracle CX Audience, marketers are able to build
        deeper, more profitable customer relationships by eliminating data silos
        and providing real-time insights into rich behavioral data. For further
        details, see Oracle Infinity and Oracle CX Audience announcement.
    --  New Powerful and Scalable Loyalty Platform: Empowers marketing
        professionals to engage and delight users with personalized loyalty
        programs spanning every phase of the customer lifecycle. For further
        details, see Oracle Loyalty announcement.
    --  New AI Marketing Orchestration Capabilities: Help increase open rates,
        conversions, and customer lifetime value by automatically identifying
        the best performing mix of send-time, channel, and messaging for
        individual customers.
    --  New Ad Optimization Capabilities: Allow consistent experiences across
        browsers and devices, as well as accurate tracking of customer behavior
        and KPIs across devices, by enabling cross-device testing and
        personalization for known customers.
    --  Enhanced Campaign Development: Streamlines campaigns development within
        Oracle Responsys by quickly and easily accessing the most up-to-date
        content stored within Oracle Content and Experience Cloud.

Sales Innovations

    --  New AI Sales Intelligence Capabilities: Streamline the sales process and
        optimize sales forecasting by mining historical data, including win/loss
        behaviors, to provide powerful insights that can be applied to both
        forecasting and current opportunities to prescribe the next best actions
        and next best offers.
    --  New AI Deal Management Capabilities: Allow sales teams to maximize
        margins through AI-powered pricing optimization and increase the
        probability of winning the deal by providing easy-to-understand
        graphical instructions at the critical decision-making moments
        throughout the sales process.
    --  New Complex Territory Quota Capabilities: Streamline operations for
        sales teams with overlay territory structure, as well as multiple
        business divisions with named accounts, and provide real-time insights
        into the seller's quota and forecast progress.
    --  New Virtual Sales Assistant: Simplifies access to frequent CRM commands
        by supporting voice of text requests. In addition, the virtual assistant
        supports custom/extended objects and attributes and can push
        notifications about event reminders, due tasks, and surface "next best
        actions" insights about sales opportunities.
    --  New Campaign Effectiveness Dashboards: Bridge the gap between sales and
        marketing leaders by enabling marketing teams to go beyond account-based
        marketing  to automate lead scoring and seamlessly execute regional
        marketing and event promotions.

Commerce Innovations

    --  New AI-based Search Capabilities: Enable brands to anticipate consumer
        interests and personalize commerce search experiences to improve
        conversion, average order value, and revenue per visitor by leveraging
        data-driven search merchandising.
    --  New AI Customer Acquisition Capabilities: Connect intelligence from
        email and web campaigns with digital advertising channels to improve the
        time to acquire new customers from weeks to hours, increase conversion
        rates through more precise ad targeting, and optimize advertising spend.
    --  New ISV Partner Integrations: Allow technology partners to take
        advantage of SaaS and introduce standardized integrations that speed-up
        time to market and extend commerce platforms with innovations that drive
        digital growth. One of the newest Marketplace apps for Commerce is an
        integration with Mirakl, an industry leader in marketplaces that enables
        merchants to rapidly enhance their product assortments with
        complementary products and services.

Customer Service Innovations

    --  New Virtual Assistant: Augments knowledge management strategy with
        "single turn" FAQ interactions, enables service requests to be escalated
        to a live human agent while maintaining history and context, and
        provides powerful insights through an intuitive dashboard for analytics
        and monitoring.
    --  New Video Chat Capabilities: Deliver enterprise quality video
        interactions and streamline the integration of video into existing
        customer services channels by providing common platform assignment and
        management tools, as well as familiar agent toolsets.

Part of Oracle Cloud Applications, Oracle Customer Experience (CX) Cloud Suite empowers organizations to take a smarter approach to customer experience management and business transformation initiatives. By providing a trusted business platform that connects data, experiences, and outcomes, Oracle CX Cloud Suite helps customers reduce IT complexity, deliver innovative customer experiences, and achieve predictable and tangible business results.

About Oracle
The Oracle Cloud offers complete SaaS application suites for ERP, HCM and CX, plus best-in-class database Platform as a Service (PaaS) and Infrastructure as a Service (IaaS) from data centers throughout the Americas, Europe and Asia. For more information about Oracle (NYSE:ORCL), please visit us at oracle.com.

Trademarks
Oracle and Java are registered trademarks of Oracle and/or its affiliates.

Safe Harbor
The preceding is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release and timing of any features or functionality described for Oracle's products remains at the sole discretion of Oracle.

CONTACT: Simon Jones, Oracle, +1.415.202.4574, s.jones@oracle.com

View original content with multimedia:http://www.prnewswire.com/news-releases/oracle-ai-powers-future-of-customer-experience-management-300626973.html

SOURCE Oracle