Saturday Mar 23, 2013

IOUG Cloud Computing Special Interest Group (SIG) presents impressive line-up of cloud sessions at Collaborate, Denver

The IOUG Cloud Computing Special Interest Group (SIG) represents the voice of the independent Oracle professional on matters related to Oracle-centric Cloud Computing. The SIG board consists of world-renowned veteran experts that, have have come up with an ensemble of first-rate sessions at COLLABORATE 2013 related to Oracle Cloud Computing.The Cloud track at COLLABORATE 2013 is a great opportunity for the Oracle professional to rub shoulders and learn from some of the best in the industry about cutting-edge technology, prevalent trends, best practices and a whole lot more about Oracle Cloud Computing solution.

The IOUG Cloud Computing SIG presents an impressive line-up of cloud sessions at Collaborate 2013. Here is a summary of cloud sessions :-

Collaborate 2013 Cloud Computing sessions

Date

Session ID

Session Details

Product Line

Track

Sun. Apr. 7

2:15 pm - 3:15 pm

102800

Journey to the Cloud for PeopleSoft

PeopleSoft

Cloud Computing

Mon. Apr. 8

9:45 am - 10:45 am

11602

Oracle Fusion Applications On Premise Installations Road Map

Oracle Fusion Applications

Cloud Computing

Mon. Apr. 8

9:45 am - 10:45 am

344

Performance Tuning your DB Cloud in OEM 12c Cloud Control - 360 Degrees

Oracle Database, Oracle Enterprise Manager, Real Application Clusters

Cloud Computing,Database

Mon. Apr. 8

11:00 am - 12:00 pm

11934

The Case for Hyperion in the Cloud

Hyperion EPM, Oracle Business Intelligence Enterprise Edition

Cloud Computing

Mon. Apr. 8

11:00 am - 12:00 pm

951

Oracle Roadmap:Oracle’s Cloud Computing Strategy – Your Strategy. Your Cloud. Your Choice.

Applicable to All

Cloud Computing

Mon. Apr. 8

11:00 am - 12:00 pm

13139

Oracle’s Cloud Computing Strategy – Your Strategy. Your Cloud. Your Choice.

Applicable to All

Cloud Computing

Mon. Apr. 8

12:15 pm - 12:45 pm

436

Cloud Computing Solutions leveraging Oracle Technology

Applicable to All

Cloud Computing

Mon. Apr. 8

1:15 pm - 2:15 pm

250

How to Become a Cloud Builder

Applicable to All

Cloud Computing

Mon. Apr. 8

1:15 pm - 2:15 pm

105310

Selecting the Right Cloud for Your Oracle ERP Solution

Applicable to All

Cloud Computing

Mon. Apr. 8

2:30 pm - 3:30 pm

901

Under The Hood of Oracle Pluggable Databases

Oracle Database

Cloud Computing,Database

Mon. Apr. 8

2:30 pm - 3:30 pm

772

Deploying a Private Database Cloud

Oracle Database, Real Application Clusters, VMware

Cloud Computing,Database

Mon. Apr. 8

3:45 pm - 4:45 pm

631

Roadmap to Cloud deployment for Oracle users

Applicable to All

Cloud Computing

Mon. Apr. 8

5:00 pm - 6:00 pm

12814

Features, Benefits Of Virtualization Technologies For Oracle Applications; Partitioning Policies

Oracle E-Business Suite, Oracle VM

Cloud Computing

Mon. Apr. 8

5:00 pm - 6:00 pm

11850

How to setup your own Private Oracle Fusion Applications Cloud?

Fusion Applications, Grid Control, Oracle Fusion Applications

Cloud Computing

Mon. Apr. 8

5:00 pm - 6:00 pm

12599

Virtualized Public/Private Cloud Storage

Applicable to All

Cloud Computing

Mon. Apr. 8

5:00 pm - 6:00 pm

481

Virtualizing Oracle: VMware and Oracle VM - A Technical Deep Dive

Oracle Database, Oracle VM, VMware

Cloud Computing,Professional Development

Tue. Apr. 9

8:00 am - 9:00 am

11937

Cloud Computing Industry Directions Part I : Economics and a Business Case Approach

Applicable to All

Cloud Computing

Tue. Apr. 9

8:00 am - 9:00 am

343

Oracle VM, OEM12c and Cloud Computing 360 Degrees

Oracle VM, Oracle Forms

Cloud Computing

Tue. Apr. 9

8:00 am - 9:00 am

814

Leveraging Enterprise Manager to uncover virtualization performance bottlenecks

Oracle Database, Oracle Enterprise Manager, Oracle WebLogic Suite, VMware

Cloud Computing,Manageability

Tue. Apr. 9

10:45 am - 11:45 am

552

Cloud Computing Directions: Developing your Oracle (Apps, Database and Middleware) strategy

Applicable to All

Cloud Computing,Engineered Systems

Tue. Apr. 9

12:00 pm - 12:30 pm

477

Why Every Database Needs to be Virtualized

Oracle Database, VMware

Cloud Computing

Tue. Apr. 9

12:00 pm - 12:30 pm

979

Improve Employee Productivity with Intuitive and Social Work Environments

Applicable to All

Cloud Computing,Middleware

Tue. Apr. 9

12:00 pm - 12:30 pm

145

Cloud Computing SIG Meeting

Applicable to All

Cloud Computing

Tue. Apr. 9

2:00 pm - 3:00 pm

237

Plan/Configure/Deploy your own Private Oracle Fusion Applications Cloud

Fusion Applications, Oracle Enterprise Manager, Oracle VM

Cloud Computing,Middleware

Tue. Apr. 9

2:00 pm - 3:00 pm

563

Enterprise Manager 12c: The Nerve Center of Oracle Cloud

Oracle Enterprise Manager

Cloud Computing,Engineered Systems

Monday Mar 18, 2013

Delight Customers with Web Self-Service in the Cloud

According to Forrester, 72% of customers prefer using a company's website to answer their questions. However, only 52.4% find the information they need online.  Customers want to solve their issues quickly and easily on the web. When they can, they will buy more from you, with 88% saying they will increase their purchases. 

Companies want to empower consumers to serve themselves online because it not only increases customer loyalty, but it also reduces support costs—by more than 50x since the average support call costs $5.50 versus $.10 for a web interaction.

However, most companies aren’t doing enough to guide customers to the answers they need online. That’s a costly mistake because 89% of customers will stop doing business with you after one bad experience. The organizations that are investing in web-self service are doing much better, achieving customer self-service success rates of 65.6%, which translate into an average $22 million saved on unnecessary channel escalations. 

You can achieve similar results by investing in three web self-service areas:

1. Understand your customer’s needs to personally guide the online experience

Invest in master data management to develop a 360-degree view of your customer. With this unified profile, you can deliver personalized, relevant content on your site to guide customers to the best, fastest resolution based on their needs and value.

Big Fish Games, for example, uses its 360-degree customer view to personalize online service based on information from the customer’s profile and web session. Using this approach, Big Fish Games has achieved a web self-service rate of 96.4% and savings of $870,000 from call and email deflection.

2. Empower your customer with online self-service tools

Empower your customer with self-service tools for quickly and easily resolving issues. Knowledge tools facilitate the customer’s journey with natural language and federated search to find the best answer across multiple sources. Social collaboration tools enrich the customer’s experience by enabling information sharing on Facebook support sites or peer-to-peer communities. Chat, cobrowse, and click-to-call reassure customers that help is just a click away.

Drugstore.com offers customer support on Facebook, and monitors and responds to customer social media interactions just like any other support request. With this strategy, drugstore.com has decreased email volume by 30% and saved over $350,000 per year on call deflection.

3. Adapt support processes to meet your customer’s rising expectations

Use analytics, outbound communications and customer feedback to deliver personalized web self-service that meet your customer's rising expectations.

  • Analytics and social monitoring help you identify and address knowledge gaps and support issues
  • Outbound communications anticipate customer needs by notifying them of relevant events—service alerts, knowledge updates, product offers—in their channel of choice.
  • Customer feedback builds consumer input into your business processes so you can continually improve your customer service and products.

Travelocity uses proactive outbound communications to deliver travel alerts across 40 websites, as well as analytics and customer feedback to continually improve service.

To learn more about Oracle Service's Web Self-Service offerings, please register to attend a CloudWorld event near you.

Also, visit Oracle Service's website to learn three key tips for transforming web self-service.

Monday Mar 11, 2013

Engage Customers and Get Customer Insight with New SRM Product

Oracle Social Relationship Management (SRM) is a product that helps you manage and scale your relationship with customers on social media channels. We have recently integrated four best-in-class social relationship management components - social listening, social analytics, social engagement and social publishing - into one unified interface to give you the most complete social relationship management solution on the market.

You can listen to what people are saying about your brand, engage with fans and followers, create content and apps, publish to multiple social channels, manage workflows, and analyze results and get social campaign metrics.

Only Oracle can connect every interaction your customer has with your brand. Our goal is to help you deliver the best customer experience wherever your customer touches your brand – whether it’s on the web, mobile, in-store, contact center, direct sales, and nowadays, this includes social.

See a demo of the new Oracle Social Relationship Management product here.

Read about the new Oracle Social Relationship Management product here:

• ZDNet – Oracle Pools Acquisitions for Cloud-based Social Management Suite

• MediaPost - Oracle, Adobe Separately Build Out Collaborative Social Suites

• Destination CRM - Oracle Launches Social Relationship Manager

• CIO Australia – Oracle goes after Salesforce.com with Social Relationship Management

• CMS Wire – Oracle Announces Unified Social Relationship Management Product for Cloud

 For more information or to get a personalized demo of Oracle SRM, please visit oracle.com/social.

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