In today’s competitive business landscape, delivering exceptional customer experiences and making every customer interaction matter has become a critical differentiator for businesses across industries.
This is where Oracle Customer Experience (CX) comes in, offering a comprehensive suite of cloud-based solutions designed to help organizations create, manage, and optimize customer interactions at every touchpoint of the customer journey.
From marketing and sales to service and support, Oracle CX empowers businesses to deliver personalized, seamless, and engaging experiences that drive customer loyalty and foster lasting customer relationships.
This article discusses the critical products and capabilities of Oracle CX Cloud, exploring how it shapes modern customer relationship management initiatives and where our team of Oracle consultants can fit in your organization.
What is Oracle CX?
Oracle Customer Experience (CX) provides a fully integrated suite of applications that transcend traditional Oracle CRM capabilities, empowering users to deliver modern customer experiences, build a complete view of all customer interactions, and improve overall engagement and satisfaction.
With its suite of integrated cloud-based applications and tools designed to deliver exceptional customer experiences across every touchpoint of the customer journey, the Oracle Cloud CX platform improves customer attraction, engagement, and retention and drives better decision-making.
Key Products in the Oracle Customer Experience Cloud
Sales
Oracle CX Sales provides a modern, unified sales approach that connects critical sales and commerce activities to other areas of the customer experience, including marketing, service, and more.
With machine learning-based CRM selling tools and intelligent sales recommendations, Oracle Sales enables sales teams to focus on the most valuable prospects at the right times, improving overall seller productivity and enhancing sales planning and performance management across teams.
Commerce:
Quickly generate online revenue through a unified platform that serves multiple e-commerce business models and connects all areas of the self-service experience, such as customer catalogs, account hierarchies, approval workflows, and customer payments.
Partner Relationship Management:
Support the entire partner channel lifecycle, from recruiting and onboarding to co-planning, selling, lead and order management, quote-to-order, and incentives.
Configure, Price, Quote:
Leverage a step-by-step process for entering correctly configured purchase orders to easily create new proposals, optimize pricing and discounting initiatives, and maximize overall deal profitability.
Sales Force Automation:
Automate time-consuming manual data entry tasks to enable users to spend less time making CRM updates and more time selling and improving deal success.
Subscription Management:
Access a unified platform embedded across Oracle CX and ERP to build robust subscription pricing models, support growth, and automate billing and payment activities for customers and employees.
Service
The Oracle Service Cloud enables organizations to deliver personalized customer service across sales channels, accelerating resolution for critical customer issues, automating service workflows, and unifying customer data visibility through cross-channel collaboration tools.
By providing a unified platform of data, applications, and capabilities that enable efficient self-service, agent-assisted service, and field service opportunities, Oracle Service Cloud empowers dynamic customer service across teams and drives service outcomes at scale.
Marketing
Oracle Marketing enables organizations to build data-powered marketing experiences that provide personalized B2B strategies for business customers, optimize B2C sales channels, and increase overall campaign engagement and productivity.
B2B Marketing:
Leverage real-time customer data insights to engage and convert buyer relationships, create cross-channel marketing campaigns, automate marketing activities, maximize critical lead generation objectives, and increase sales.
B2C Marketing:
Utilize built-in business intelligence tools to analyze customer behaviors in real-time, simplify campaign creation and execution, and manage marketing campaign performance more effectively across sales teams.
Advertising:
Reach the right audience and assess the impact of core marketing campaigns to drive better outcomes and optimize advertising performance across teams.
Industry Solutions
Oracle CX for Industry provides end-to-end solutions to meet specific industry needs, enabling companies to maximize the power of innovation and improve customer interactions across the entire customer lifecycle. Here are a few examples of industry-specific solutions included in the suite:
- Automotive
- Financial Services
- Communications
- Healthcare
- Retail
- Government
- Utilities
- High Tech
- Manufacturing
Navigating the Oracle CX Cloud Suite
The Oracle CX Cloud provides a simple, yet powerful customer data platform that enables users to extend the functionality of their business applications, access personalized content and messaging, and ensure consistent performance across all customer-facing teams.
Here’s a closer look at a few key features of the Oracle CX Cloud platform:
Low-code development
Features
- Template and component library
- Visual development and continuous deployment/integration
- Oracle Apps service catalog
- Oracle Cloud Infrastructure services integration
- Security and issue tracking
- Prebuilt service connections and integrations
- Git repository
Integration
Features
- AI-based mapping suggestions
- Intelligent API gateway and prebuilt integrations
- Easy-to-use UI for non-developers
- Functional integration and process flow insights
- Process automation capabilities
Digital assistants
Features
- Natural language processing and intent detection
- Prebuilt skills, training, analysis, and development
- Intuitive crowdsource training
- Rich documentation and API connection
- Intelligent testing and analysis
- Conversational design workshops
Customer data management
Features
- Customer segmentation and analytics
- Unified customer profile views and enrichment opportunities
- Real-time behavioral intelligence and segmentation tools
- Actionable intelligence capabilities
- Integrations with other Oracle Cloud applications
Security
Features
- Identity and compliance management
- Multifactor user authentication
- Continuous customer behavior and information monitoring
- Intelligent threat detection
- Single sign-on capabilities
AI and analytics
Features
- Real-time transaction reporting and suggested actions
- Multiple data analysis levels, including predictive and what-if analysis
- Mobile capabilities for any time, anywhere access
- Intelligent visualization and exploratory analytics tools
- Out-of-the-box semantic data model and intuitive KPIs
- Role-based insights and self-service analytics
How Can We Help?
Regardless of where your project needs lie, Surety Systems has your back!
From outlining plans for a new Oracle implementation to navigating data migration from the Oracle Data Cloud (now Oracle Advertising), optimizing sales forecasting and planning, or leveraging artificial intelligence tools to automate sales and marketing campaigns, we’ve got you covered.
Our team of senior-level Oracle consultants has the knowledge, skills, and experience to handle your most critical project needs, no matter what.
Contact Us
For more information about our Oracle consulting services or to get connected with our team of expert Oracle consultants, contact us today.
