Oracle Customer Experience (CX) Cloud Suite

2019: Digital assistants and innovations on the basis of data in the field of client experience

On October 14, 2019 the Oracle corporation announced a number of additional functions in Oracle Customer Experience (CX) Cloud which will help brands to make customer interaction on the basis of data. Among them the digital assistants for sales, customer service and marketing specialists enriched with data of function for sales in B2B segment and also industry solutions for telecommunications and media, financial companies and public sector.

"In Oracle we consider that the only way to make significant each customer interaction is a wide use of data for management of client experience. Additional opportunities of Oracle CX Cloud are based on data and machine learning technologies. They will help our clients to take advantage of powerful analytics of the customer needs given for an anticipation and ensuring positive user experience", Rob Tarkoff, the executive vice president for the direction noted Oracle CX Cloud and Oracle Data Cloud

According to the developer, Oracle CX is the integrated set of applications for marketing, sales, customer service and e-commerce. Changes in Oracle CX include improvements for Oracle CX Unity, the platform of a corporate class for data management of clients and also following features:

• Digital assistants. Oracle Digital Assistant is available to all Oracle applications CX Cloud. Sales, customer service and marketing specialists will be able quickly and effectively to take analytics from given using voice commands and on its basis to make decisions.
• Digital assistants for sales department. Oracle Digital Assistant will allow sales specialists to create the configured commercial offers using voice commands.
• Digital assistants for customer service department. Oracle Digital Assistant will help customer service specialists to receive answers to questions in the knowledge base. Besides, the specialists using Oracle Intelligent Advisor for modeling and deployment of interactive hints can use the dialogue interface of the digital assistant for implementation of the self-service enriched with data in channels of a chat.
• Digital assistants for marketing department. Oracle Digital Assistant will allow to get the help and support when using Oracle Responsys for development of marketing campaigns. Besides, brands can increase the involvement of the clients receiving special offers via Oracle Responsys at the expense of the organization of communication with the digital assistant that they could learn more about the offer and use it.
• Additional opportunities in the field of sales for B2B segment. Integration into Oracle DataFox allows to obtain data and signals from artificial intelligence and to eliminate a gap between marketing departments and sales. It will also help marketing specialists to optimize targeting, and to the staff of sales department — to increase the involvement of clients.
• Orchestration of the campaign B2B. Providing a binding of leads to clients, integration with DataFox increases efficiency of joint work of sales departments and marketing over the strategy of involvement of potential clients.
• Enrichment of data on clients. Giving a better understanding of clients, the analytics from Oracle DataFox will allow sales specialists to classify more precisely the customer base, to segment campaigns and to define territories.
• Prioritization of clients. Integration into Oracle DataFox will allow to range clients, to be focused on the most perspective and by that to increase efficiency of strategy of entry into the market and quicker to get profit.
• The personalized arguments for increase in conversion. Notifications in real time from Oracle DataFox about changes in the market will help to increase coefficients of conversion for e-mails and phone calls thanks to more personalized and contextual arguments.

According to the statement of the developer, solutions on the basis of AI will help clients with telecom industry, media, financial institutions and public sector to offer the innovation approaches and to achieve predictable and measurable business results.

• Telecommunications and media. The corporate product catalog of Enterprise Product Catalog increases flexibility and allows to bring quickly new products and offers to the market due to their fast determination and the publication at the same time in directories of sales, purchases, accomplishment of orders and drawing of accounts.
• Financial services. The recommendations of artificial intelligence will help banks to increase demand of offers and customer satisfaction, and the uniform design of user environment for applications of marketing, sales and customer service will help to lift to higher level performance due to simplification of difficult processes.
• Public sector. Additional functions of the chat-bot will help the city administrations to consider needs of citizens, to simplify procedures of adoption of messages and complaints from inhabitants, departures of employees on places, payments, etc.

2016: Integration with a cloud of Oracle Marketing Cloud

Expansion of spring of 2016 of technological capabilities of the Oracle CX Cloud Suite complex provides inclusion of the innovation elements and integration with a cloud of Oracle Marketing Cloud. Additions allow marketing specialists in consumer segment fully to use analytical tools for the organization and optimization of consumer experience in all marketing channels, and to marketing specialists in a corporate segment to use complete marketing approach to work with key clients that provides good results during all cycle of interaction.

As a part of the Oracle Applications Cloud portfolio, the Oracle CX Cloud Suite complex allows the organizations to increase customer service quality, to strengthen loyalty, to select the brands against the background of others and to achieve impressive results, thanks to establishing the uniform, connected and personalized experience and creation of positive impressions of a brand in all canals. The Oracle CX Cloud Suite complex includes cloud services: Oracle Service Cloud, Oracle Sales Cloud, Oracle Commerce Cloud and Oracle Marketing Cloud.