Oracle Social Relationship Management Suite (Oracle SRM)

Oracle Social Relationship Management Suite is the integrated corporate service providing in real time recognition, creation, use and the analysis of interaction on a set of social platforms creating complete idea of her client for the company.

2012

The Oracle Social Relationship Management Suite complex is integrated with business applications of Oracle, including Oracle Fusion Marketing, Oracle Fusion Sales Catalog, Oracle ATG Web Commerce and Oracle Enterprise Resource Planning (ERP), allowing the organizations to use social interactions for transformation of corporate processes and systems.

In Oracle Social Relationship Management Suite integration with Oracle Platform Services, including Oracle Java Cloud Service and Oracle Database Cloud Service is implemented that gives to marketing departments an opportunity to integrate social interactions with web pages, landing pages of marketing campaigns and instruments of marketing.

"Considerably changing methods of interaction of the organizations with the different key parties, social technologies offer the new principles of business, – Thomas Kurian, the executive vice president of Oracle for product development noted. – Oracle Social Relationship Management Suite gives to our clients an opportunity to use these changes in the interests of business, embedding in existing applications and services the tools necessary to learn, create, use and analyze social interactions".

Advantages

The Oracle Social Relationship Management Suite complex gives a complete idea of interactions of the client and in its structure the following components:

• Oracle Social Network – provides the protected platform for collective work which supports interactions and cooperation of users in real time in the organization and beyond its limits.

• Oracle Social Marketing – allows marketing specialists to create, publish, moderate, administer, to create on a centralized basis reports and to estimate a set of social marketing campaigns and platforms and also an opportunity to publish social content, to interact with devoted clients and to work on image of a trademark.

• Oracle Social Engagement & Monitoring Cloud Service – allows the organizations to analyze social interactions and also to provide to sales departments and customer service an opportunity to interact effectively with the existing and potential clients. It offers the organizations the tools necessary for understanding of a customer behavior and accomplishment of required actions on the basis of monitoring and the analysis of the social web environment and response to the revealed signs and trends.

• Oracle Social Sites – provides to the organizations powerful tools of editing which end users can effectively use for dynamic development and start of social sites.

• Oracle Data and Insights – satisfying the growing requirement of the enterprises for information from the outside, this service provides the directory and the information on the general subjects of business activity.

Oracle Social Relationship Management (SRM)

The Oracle corporation released Oracle Social Relationship Management (SRM) — a single platform for monitoring and management of social interactions. The new product is a part of the Oracle Social Relationship Management Suite complex.

"Oracle actively implements integration strategy for the purpose of consolidation of components of the Oracle Social Relationship Management Suite complex and key business applications of Oracle Applications. Product output of Oracle Social Relationship Management is a new evolutionary step to the strategy of Oracle on support of socialization of the enterprises"

Oracle SRM completely integrates own developments of Oracle with the solutions Vitrue, Collective Intellect and Involver, integrating technologies of social marketing, social interactions and monitoring on the complete platform allowing the enterprises to distinguish, create and publish freely content, to interact with clients and to analyze these interactions on a set of social channels in real time.

"Oracle SRM integrates all range of opportunities for management and the analysis of social interactions into a single platform, thereby excepting the inconsistency, duplication and delays arising during the work with separate products, says Oracle. — It allows to provide the approved approach to formation, assessment and building of mutually beneficial relations with clients".

Besides, the built-in integration into business applications of Oracle Applications, including into Oracle Eloqua, Oracle RightNow Cloud Service, Oracle Fusion CRM and Oracle CRM, allows the organizations to transform corporate processes and systems, to improve customer interactions and to give more correct assessment to a role of social interactions in achievement of goals of business, emphasized in corporation.

"Social interactions have a considerable impact on the enterprises, allowing them to rethink and re-structure traditional business methods — Thomas Kurian, the executive vice president of Oracle for product development noted. — Oracle Social Relationship Management integrates before the separated social solutions on a single corporate platform, giving an opportunity to effectively use the data obtained as a result of social interactions for improvement of customer relations and improvement of indicators of business".

According to developers, the product Oracle SRM integrated with Oracle Eloqua is the complete solution for digital marketing which gives to users a complete idea of their presence at digital space. Oracle SRM offered in the Oracle Cloud cloud environment, quickly in deployment and also is provided with the round-the-clock and daily support of Oracle.

The platform offers the optimized management tools flows of tasks and automation which allow users to trace and perform easily required operations, to interact with colleagues and to enter to the plan providing content on different channels.

The solution also provides the optimized means of recognition and the analysis which exclude insignificant and duplicative information from tens of millions of daily interactions to reveal the most important information from the data obtained as a result of social interactions. In combination with the integrated means of the analysis and recognition these data allow to define more precisely intentions and the interests of clients and also to reveal new trends and hot topics, claim in Oracle. Besides, Oracle SRM offers means of tracking and detailing at the level of messages.

Among other opportunities there are solutions: interactions in real time — an opportunity to publish social content and to wage marketing campaigns in real time allows the enterprises to react to significant social interactions quickly; expanded language support — localization on 29 languages, including Russian, allows the multi-national companies to use single corporate solution for expansion of social interactions.

2013

Integration with Eloqua

On October 24, 2013 the Oracle corporation announced new integration tools with Oracle Eloqua.

Advantages

New integration tools of Eloqua and Oracle Social Relationship Management Suite will help to propose to clients the solution for management of marketing.

Are improved:

• profiling,
• social analysis,
• tracking,
• publications and determinations of special target groups.

Updates are based on integration of pages of social networks and include:

• The advanced analysis of nonverbal language of electronic communication (Digital body language) – the technology of dynamic tracking of links on social networks in a combination tools of third-party analytics helps to understand and analyze social interactions more widely.

• Integration of identifiers (ID) of marketing campaigns – possibilities of multichannel management and the analysis of marketing campaigns allow to supply with tags, to trace and analyze content of the campaigns started in Oracle Eloqua for channels of social networks.

• Promotion of social content – the Smart CAP function (Smart Create a Post) allows to advance quickly online and offline - content thanks to means of the automatic publication in one click. Content distribution on social channels, including Facebook, Google + and YouTube, gives an opportunity to interact productively with target audiences.

• Creation of special target audiences – the choice of the corresponding audience on social resources for the offer of significant and timely content with creation of scalable, targeted marketing campaigns in real time.

2014

The national language support is expanded

On January 7, 2014 the Oracle corporation announced an expanded national language support and data sources for Oracle Social Relationship Management (SRM), cloud business solution of the Oracle Social Cloud family, allowing clients to improve instruments of monitoring and management of relationship in social resources internationally.

Oracle Social Cloud supports 11 languages: Russian, French, German, Italian, Dutch, Korean and Japanese – in addition to English, Chinese, Portuguese and Spanish.

The cloud service of Oracle Social Cloud is the only thing in the industry the complete, integrated solution for business in social media giving opportunities of the analysis, monitoring, the publication and joint work in a single simple and user-friendly interface. Besides, Oracle Social is closely integrated with key corporate business applications for marketing, commerce, sales and service.

The functions of text analysis based on a latent semantic analysis method (Latent Semantic Analysis, LSA), the using advanced technologies of Oracle, allow to understand semantic loading of the text taking into account a context and to reveal the most significant information. Possibilities of Oracle Social for the analysis of the text significantly exceed possibilities of simple search in a key word (keyword search) and uses of logical expressions for identification of valuable, useful knowledge, such as positive and negative responses about products, understanding of intentions of consumers and problems in customer service. For the English, Spanish, Portuguese, French, German and Chinese languages of function of text analysis of Oracle in addition include a possibility of assessment of emotional mood of messages (Sentiment analysis)

Along with expansion of the connected data sources, improvement of opportunities of monitoring of social media and the analysis of moods in messages, Oracle Social also gives the user interface and opportunities of the publication of messages in 31 national languages.

Expansion of the international experience for obtaining valuable business information

• Functions of work with many languages — expansion of opportunities for work with several languages helps to eliminate geographical and language barriers for the international organizations which are aimed to improve interaction with the multinational customer base.

• The analysis of the text on a mother tongue — unique opportunities of the solution of Oracle for function of semantic analysis of the text allow to define precisely relevant messages and to filter not necessary.

• The analysis of moods and behavior — tools of the analysis of emotional coloring of messages allow to process content in the English, Spanish, Portuguese, French, German and Chinese languages.

• The user interface and possibilities of the publication on a mother tongue — increase in convenience of using by the international organizations of the solution Oracle Social Cloud thanks to completely localized user interface available in 31 languages.

• The GlobalDashboardAnalytics function — the mode with display of the world map (World map view) allows to monitor the international contacts, interactions and communication and also as appropriate to redistribute workload.

• The expanded library of special tags — gives opportunities to users of the solution to find and classify target and specific messages.

Oracle supports LinkedIn

On July 23, 2014 Oracle announced support by the solution Oracle Social Relationship Management (SRM) of social network LinkedIn.

A system provides to users of means for the publication, interaction, automation and the analysis of LinkedIn network on the Oracle SRM platform. Oracle Social Cloud also officially joins the LinkedIn Certified Company Page Partners program. Support of LinkedIn will give to Oracle an opportunity to better service the organizations in the sector of B2B and also the company which need the complete strategy of multichannel social interactions for a scope and involvement of extensive base of participants of professional network LinkedIn which includes 300 million users from more than 200 countries.

The Oracle SRM platform is strengthened by B2B-means. Actions in LinkedIn are available to clients of Oracle SRM:

• the publication is Viewing the existing draft copies and management of them, planning and the publication of updates of the page of the company and the page of a brand in LinkedIn. Updating of the managed pages. Use of updates with the choice of target audience on the basis of such criteria as the region, language, the size of the company, job responsibilities, the industry and the official status.

• interactions — Viewing approvals and comments on publications of the company, management of them and reaction through direct interactions with participants of LinkedIn.

• workflows and automation — Management of authorization for pages of the companies and pages of brands in LinkedIn on the Oracle SRM platform, the organization of pages in different groups of social resources. Providing powers to users for management, publications and interactions in different groups of social resources of an account in Oracle SRM.

• the analysis — Oracle SRM offers a report generation opportunity on such indicators as quantity of marks It "is pleasant" also comments for updates of LinkedIn.

Users of Oracle SRM can apply special functions and possibilities of the platform for LinkedIn, such as Dynamic Link Tracking (DLT) and Smart Publishing. The Dynamic Link Tracking function allows users to monitor better transitions of clients and to understand what type of messages/content directs their actions.

2015

Oracle Social Cloud supports Instagram

On March 19, 2015 the Oracle corporation announced: the platform of cloud services Oracle Social Cloud for customer relationship management using social networks (Social Relationship Management, SRM) supports service of exchange of photos and videos of Instagram.

Adding of Instagram is focused on the help to the companies in effective use for business of a social platform. The purpose - a scope of the most desired consumer audience – young and most active Internet users at the age of 18 — 29 years.

New opportunities of Oracle Social Cloud provide support of a handshaking and analytics for Instagram.

Adding of support of Instagram expands possibilities of the platform of cloud services of Oracle Social Cloud on providing to clients around the world of technologies and solutions for business using social media, including regional social networks and websites.