Oracle Announces Cloud Customer Experience Updates
AUSTIN, Texas, Feb. 10, 2021 /PRNewswire/ -- To help organizations create dynamic and memorable experiences for their customers, Oracle today announced the latest updates to Oracle Cloud Customer Experience (CX). The latest updates to Oracle Sales, Oracle Service, and Oracle Marketing help organizations accelerate sales cycles, resolve customer service inquiries faster, and develop engaging loyalty programs that can grow customer lifetime value.
"Customers aren't afraid to walk away after a single bad experience and that reality means organizations have to empower their sales, marketing, and customer service teams with the data they need to make every customer interaction matter," said Rob Tarkoff, executive vice president and general manager, Oracle Customer Experience. "These new innovations are a testament to our continuous investments in our products and customers to help them sell more, deliver relevant service, and build loyal customer relationships."
The latest updates within Oracle Customer Experience (CX) include:
New B2B Selling Capabilities: Help sellers improve efficiency and accelerate sales cycles by providing a more prescriptive sales experience and removing tedious data entry tasks.
-- Voice Capabilities: A new digital assistant allows sellers to talk to
their CRM system and use voice commands on a mobile device to create
follow-up tasks, add an attachment to an account, record an update to an
account, and more.
-- Streamlined Quoting: Sellers now have the ability to search, view, and
manage complex quotes on one screen via desktop or a mobile device,
eliminating the need to toggle between data and screens.
-- Communications Industry: A new Buy application in Digital Experience for
Communications helps communication service providers give customers more
relevant offers to increase conversion rates. This includes making it
easier for customers to buy services via their preferred channels.
-- Actionable User Interface: Data-driven recommendations help sellers save
time and focus their efforts on the strongest opportunities.
-- Smart Lists: Help guide sellers on what action to take next by
automatically displaying relevant information based on past
behavior.
-- Infolets: Enable sellers to quickly accept leads, qualify prospects,
rank deals, and create tasks from the home page of their CRM system.
-- Advanced Search Capabilities: Help sellers quickly and easily locate
information related to a sales opportunity, territory, account, and
quotes. In addition, Favorites allows users to mark records to save
for later.
New B2B Service Capabilities: Help customer service agents build stronger relationships with their customers and deliver faster resolutions.
-- Automated Digital Service: Enhanced capabilities enable customer service
teams to quickly launch a service digital assistant that can rapidly
handle large volumes of complex customer issues. Driven by artificial
intelligence, advanced knowledge management, digital assistant, and
proactive guidance tools will automate and scale service delivery
anytime, anywhere.
-- Intuitive Interface and Data: To simplify agent onboarding and improve
productivity, agents will instantly have access to all tools and account
information within one intuitive interface.
-- Agent Onboarding: Reduces onboarding time and agent turnover by
providing agents with an intuitive console that mimics popular
consumer apps.
-- Conversational Feed: Accelerates issue resolution and increases
customer trust by presenting agents with critical details on
customer interactions from different channels in one unified feed.
-- Holistic Account View: Provides agents with access to all customer
data - from across departments ranging from finance and fulfillment
to marketing and sales - so they can solve issues without having to
transfer the customer to another department.
New Loyalty and Marketing Capabilities: New innovations within Oracle CrowdTwist help marketers increase customer engagement, retention, and lifetime value by providing more personalized offers and in-the-moment experiences.
-- CDP Loyalty Data Flows: New bi-directional data flows between Oracle
CrowdTwist and Oracle Unity, Oracle's customer data platform (CDP),
enable marketers to build richer data sets and audience segments that
support more personalized offers, content, and campaigns.
-- Households Reward Programs: Help marketers engage a customer's personal
network of friends and family by enabling customers to pool loyalty
program points with their "household" to earn rewards faster.
-- Partner Management: Enables marketers to increase engagement in loyalty
programs by integrating partner offers that allow loyalty program
members to accrue points and earn rewards in new ways.
-- Richer Campaigns Management Integration: Leverages loyalty data from
CrowdTwist in Responsys to create more personalized offers in their
marketing and loyalty campaigns.
-- Subject Line Optimization and Fatigue Analysis Dashboard: Predicts the
best message subject lines to improve open rates and helps marketers
minimize opt-outs and recipient fatigue by providing a holistic view of
customer engagements.
-- Zoom Integration: Helps marketers deliver, track, and analyze richer
virtual events and multi-channel demand generation or nurture programs
with new data flows from Zoom to Eloqua.
To learn more about the latest products and see product demos, join Rob Tarkoff live on Wednesday, February 10 at 9 a.m. PT and visit our Innovation Showcase here.
What Customers, Partners, and Analysts are Saying
-- "Our InnerCircle Rewards loyalty program, powered by Oracle CrowdTwist,
has helped us tap into our powerful customer base, harness customer
engagement, and build brand advocates - leading to strong repeat and
referral sales," said Lisa Erickson, senior director of loyalty and CRM,
Sleep Number. "By adopting a loyalty program and surrounding strategy,
we've been able to engage our valuable Insiders on a frequent basis by
providing not only exclusive discounts and rewards but also valuable
content to educate on overall health and wellness with sleep at the
center."
-- "As customer preferences rapidly change, brands are focused on providing
customer experiences that not only stand out but that build brand
loyalty," said Doug Balut, senior vice president of global alliances,
Sprinklr. "Today, brands have multiple customer-facing functions that
have to bridge silos and collaborate to deliver a memorable customer
experience. Our expanding partnership with Oracle supports our mutual
customers by empowering marketers and service professionals with a
unified view of customer interactions to deliver personalized and
engaging experiences across every digital channel."
-- "Optimizing the customer experience today is not possible without the
mix of real-time contextual customer data and historic customer data
that really only resides in back office systems," said Alan Webber,
program vice president of customer experience, IDC. "Oracle's set of
comprehensive capabilities across marketing, sales, service, support,
supply chain, and ERP provide the opportunity to integrate both front
and back office data to truly enable contextual customer experiences at
scale."
About Oracle
Oracle offers suites of integrated applications plus secure, autonomous infrastructure in the Oracle Cloud. For more information about Oracle (NYSE: ORCL), please visit us at oracle.com.
Trademarks
Oracle and Java are registered trademarks of Oracle Corporation.
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