Oracle has introduced a series of new innovations within its Customer Experience (CX) Cloud Suite that will help organizations deliver steady and personalized client experience across all channels. With the new innovations, organizations can embrace modern customer experience best practices across sales, commerce, customer service and marketing through enhancements to Oracle Sales Cloud, Oracle Commerce Cloud, Oracle Service Cloud and Oracle Marketing Cloud.
Rondy Ng, Senior Vice President, Oracle, says, “Digitally empowered consumers demand personalized, engaging and consistent experiences whenever and however they interact with a brand, and organizations that fail to deliver risk losing revenue opportunities and ultimately market share. To help organizations meet these increasing expectations, we have developed a complete customer experience suite that supports the whole lifecycle of customer interactions. With industry leading solutions across sales, commerce, service and marketing, Oracle is uniquely positioned to help organizations transform the customer experience and drive measurable results across every customer interaction.”
What’s new with Sales Cloud
To provide sales teams with the modern processes, tools, resources and intelligence required to increase revenues, Oracle Sales Cloud now includes new mobile capabilities. A new Call Report app claims to have improved mobile productivity by enabling sales reps to perform critical and frequent call report tasks on the go, while a new Mobile Commissions app enhances sales performance management by allowing the sales reps to review their compensation anywhere, any time. The latest additions build on a preexisting range of mobile capabilities available in the Oracle Sales Cloud, which includes the Deal Management app, Oracle Voice app and the Oracle Sales Cloud Mobile app.
Enhancing selling experiences
Oracle has introduced some new features to the Commerce Cloud, with the new visual merchandising and automated recommendation capabilities, merchandisers are able to better understand the consumer experience and offer more responsive personalized interactions. Oracle CPQ Cloud that helps organizations optimize commerce across channels by providing support for flexible document generation is now armed with the new Document Designer that allows drag and drop capabilities as well as new organization and execution tools.
On-location customer experience
Oracle has introduced new field service capabilities within the Oracle Service Cloud. A new release of Oracle Field Service Cloud enables customer service professionals to leverage time-based, predictive, self-learning technology to create the most efficient job schedules and travel routes for field resources. By enabling organizations to optimize field resources, the new release helps ensure the right field resource arrives to every job on time with the parts and knowledge required to meet the customers’ expectations.
Marketers can scale and optimize
The new account-based marketing capabilities within the Oracle Marketing Cloud will help business-to-business (B2B) marketers increase lead generation, reduce sales cycles and improve conversion rates. By supporting the entire B2B buyers’ journey from acquisition and prospecting to closing new business, the new Oracle Marketing Cloud Account-Based Marketing capabilities enable B2B marketers to optimize targeting on paid media, more effectively engage target prospects and simplify data management and integration.
To simplify the account based marketing process and help marketers accelerate deal cycles and maximize revenue potential, the new Oracle Marketing Cloud Account-Based Marketing capability provides one of the industry’s largest sets of curated B2B account audience data for targeting on paid media through a new direct integration between Oracle Marketing Cloud and Oracle Data Cloud. It has data for over a million US companies and 60 million anonymous business profiles, by using this data marketers can prospect for users based on account, online behavior and offline data such as past purchases or other behavioral data. This will enable marketers to systematically drive account-based re-targeting, site and content optimization.
The new capabilities also include account-based messaging that enables communications to be personalized at scale. Marketers can also easily append account data to new and existing leads, eliminating the need to present long forms for lead capture, while significantly improving data quality.
“Consumer expectations in the electronics industry have never been higher. Creating a consolidated view of our end consumer’s journey – from tracking the frictionless initial sale to understanding their positive customer service experience to engaging via successful marketing campaigns and social media – is our goal. The Oracle CX Cloud Suite provides an integrated, cloud based solution that allowed us to exceed this goal and has quickly scaled with our business,” says Scott Strickland, Chief Information Officer, Denon + Marantz Electronics.
