Thursday Apr 09, 2015

Oracle Sales Cloud Reference Forum - April : iBasis

April 21st , 2015, 17:00 CET

Join us for an Oracle Customer Reference Forum at 8:00 AM PT / 11:00 AM ET / 5PM CET on Wednesday, April 21st, 2015 with iBasis’ Katherine Doe, Vice President Commercial Operations. iBasis is a global leader in international voice, mobile data and prepaid services for the communications industry. In this session, iBasis will be sharing why and how they migrated from Oracle CRM On Demand to Oracle Sales Cloud.  Learn how iBasis uses Oracle Sales Cloud’s simplified UI and mobile access to sales information, even when in remote locations, to optimize sales effectiveness while enabling executive visibility to the pipeline. Register here.

Creating New Revenue Streams with the Oracle Cloud

Are You Cloud Curious?

The cloud has revolutionized how organizations are building and leveraging systems and applications to run their businesses.

Join Oracle for our new webcast series on channel opportunities in the Oracle pubic cloud, where we’ll explore key components of our PaaS strategy and offerings, and how partners can elevate their business with Oracle Cloud solutions.

Topics include:

  • Cloud Transformation – why and how your business must change
  • What is available now to sell/use cases
  • Pricing and profitability
  • Implementation/enablement services for partners to deliver

Who should attend: These webcasts are designed for OPN Resellers, Systems Integrators, and Implementation partners.

The series:

These webcasts are all available to view today, so take this opportunity now to learn how your business can profit with Oracle PaaS solutions!

Wednesday Mar 25, 2015

UK Special: How to improve efficiency and customer experience in the Public Sector - a customer event by Oracle partner Boxfusion

Are you delivering the best possible customer experience that you can? At this event dedicated to improving efficiency and customer experience in the Public Sector through the use of digital customer service tools, you’ll see Boxfusion and Kent County Council demonstrate how they have implemented an HR Helpdesk solution (using Oracle’s Service Cloud application), that achieves all of this and more.

If you are looking to gain insight into how your organisation can leverage the latest technology to improve customer experience and efficiency then why not come along to this half day event?

Wed April 22nd - 14:00 - 19:00 - Oracle’s London City (Office 1 South Pl, Greater London EC2M 2RB)

Details and registration here

Extending Oracle Sales Cloud with Oracle PaaS – Free Workshop for EMEA partners- NEW DATES!

The Oracle team is pleased to invite you to a 4-day hands-on workshop on Extending Oracle Sales Cloud with Oracle Platform-as-a-Service (PaaS). Oracle will organize two 4-days Workshops between March – June 2015. We invite you to join the workshop InClass or Remotely (avoid travel time and travel costs by joining remotely). These Invite-Only hands-on workshops will be delivered by Oracle Development at No-Fee to Partners.

Workshop training dates:

  • NEW DATES: 4th - 8th May, 2015. Location: Madrid, Spain. Remote participation is possible.
  • 14th- 17th June, 2015. Location: Dubai, United Arab Emirates. Remote participation is possible.

A workshop consists of live presentations, live demos, and hands-on laboratory exercises. Objective is to help delivery consultants understand How to Extend Oracle Sales Cloud using Oracle Platform as a Service.

IMPORTANT: These workshops are available to selected Oracle Partners with a current OPN Gold Level or higher membership. A fully executed Oracle Cloud Services Training Addendum is required for this workshop. If your company has not previously accepted this addendum, please click here to review and accept the terms and conditions. You should be authorized by your company to accept the legal addendum.


  • Overview of Oracle Sales Cloud Extendibility
  • Introduction to Oracle Sales Cloud Tooling
  • Overview of Oracle Sales Cloud Data Model
  • Introduction to Oracle Sales Cloud WebService Interface
  • Real World WebService Queries and Best practices
  • Generating Secure WebService Clients
  • Overview of Oracle PaaS
  • Introduction to Oracle BI Cloud
  • Introduction to Oracle Document Cloud
  • Introduction to Oracle Developer Cloud Service
  • Introduction to Oracle Messaging Cloud Service
  • Oracle PaaS extending Oracle SaaS Design Patterns
  • Introduction to Oracle ADF
  • Using the REST Accelerator and generating custom REST Services
  • Building Secure Integrations
  • Introduction to Oracle Mobile Application Framework (MAF)
  • Introduction to Oracle PaaS/SaaS Accelerators

Workshop Training Format

Approximately 3 hours of live presentation and Q&A daily. Participants will independently work on laboratory activities after the 3-hour live presentation. You will also have access to a forum where you will be able to post questions. We are monitoring this forum to ensure that you will get prompt assistance as you independently work on assigned laboratory work in the afternoon.

Target Audience:

Solution Developers, Enterprise Architects, Technology Consultants, Integration Consultants

Audience is expected to know the following before attending the training

  • Knowledge of J2EE concepts such as WebServices, Web Applications
  • Basic knowledge of the Java Programming language
  • Basic knowledge of Oracle Sales Cloud functional objects, such as Opportunities, Customers, Custom Objects etc

Preparation Work:

· Introduction Series Videos (MOS ID 1482685.1) (requires My Oracle Support login)
· Fusion CRM: Creating a Custom Object Series (requires OTN login)
· Fusion CRM: Creating a Child Object in Application Composer Series (requires OTN login)

System Requirements:

This workshop requires attendees to provide their own laptop and smartphone or tablet. Check registration page for System Requirements details


Please send the list of participants to your Oracle A&C contact sooner the better. A confirmation email alert will be sent to registrants upon approval. Please provide the following information: Workshop, Workshop date, Partner Company, Participant's name, Participant's Corporate Email.

Monday Mar 23, 2015

Check out the new Oracle Sales Cloud Marketing & Sales Kit!

The new Oracle Sales Cloud Marketing & Sales Kit will equip your team with the proper processes, tools, resources, and intelligence to increase revenues and engage with customers earlier and more effectively.

Registration open: Oracle Digital Transformation EMEA Partner Community Launch Summit - Budapest, April 28-29


Digital Disruption: Adj. dig·it·al dis·rup·tion dij-i-tl dis-ruhp-sh?n - Change that occurs as new digital technologies or business models affect the value proposition of existing goods, services and markets

Be part of the Digital Disruption wave that is prevalent in all our partners and customers discussions today. Join us in Budapest to understand what Oracle’s Digital proposition is and how the Digital Business Platform can help change Oracle’s opportunity within your partners go to market proposition.

This will be a great opportunity to understand the value of the complete Oracle Digital Business Platform that leverages our IaaS, PaaS and SaaS solutions.

This will be the first Digital Transformation EMEA Partner Community Summit and is a must attend summit if you:

  • are a partner that wants to understand how to be successful leveraging Oracle’s complete Digital Business Platform solutions
  • are a partner with a Digital go-to-market practice
  • want to know more about Oracle’s complete Digital Business platform

The goal of this summit will be to give our Digital Agency partners, Global / regional SI’s and regional solution partners the opportunity of understanding:

  • Oracle’s Digital Business Platform
  • How you can leverage it
  • Sales plays
  • Available Oracle assets

Oracle executives driving the different product areas will share their insight on new products and market trends, and will be available for one-on-one meetings to discuss go-to-market plans and sales opportunities.

Budapest, one of the most beautiful cities in the world, will be the perfect location to start on your Oracle Digital journey with Oracle's Digital Partner Community launch summit. Detailed venue and hotel booking information will be sent to you shortly.

Date & Location: 28th – 29th April 2015, Budapest, Hungary


Don't miss out on attending this key Oracle Digital Disruptive launch event! Save the date now: 28th – 29th April 2015 and watch out for your formal invitation coming soon.

Siebel Partner Webconference Call - March 20 2015 - Replay Available

If you missed Friday March 20th Siebel Partner Webconference, please find the replay link here (1 hr 2 min)


  • Welcome - Allison Woolsey, Product Marketing, Oracle
  • Siebel CRM Strategy and Roadmap Update - George Jacob, Group Vice President, Oracle
  • Innovation Pack 2015 Insight - John Bedford, Senior Principal Product Manager, Oracle
  • Q & A

Wednesday Mar 04, 2015

Replay: Oracle Sales Cloud, PaaS and CX Integration Update Webinars for EMEA Partners

Missed one or both of these seminars? We are happy to share the replay links with you. See below:

1) Tuesday, March 03, 2015, 10:00am CET (duration 60')

In this first session, Ben Dhanjal, CX Product Management Director EMEA,was discussing the overall Oracle CX strategy, then unveil the Release 9 of Oracle Sales Cloud and present the solution roadmap.

  • Oracle CX strategy update (15’)
  • Oracle Sales Cloud (Fusion CRM SaaS) Release 9 update and roadmap (30’)
  • Q&A’s (15’)

Replay: Download File (automatic start - wait few minutes until the file has finished downloading)

2) Wednesday, March 04, 2015, 10:00am CET (duration 60')

In this second session, Ben was discussing Platform as a Service (PaaS) which is the best starting point to adapt the CX solution to the customer’s unique requirements, then discussed what is Oracle strategy and plans to offer the most effective integration paths between the different CX assets

  • Introduction to PaaS  (25’)
  • Oracle CX Integration Paths strategy (20’)
  • Q&A’s (15’)

Replay: Download File (automatic start - wait few minutes until the file has finished downloading)

Tuesday Mar 03, 2015

Siebel CRM Partners - Virtual Meeting, Friday March 20th

Siebel CRM Partners - Virtual Meeting - Friday, March 20th, 2015, 8:00 AM PST


  • Welcome - Allison Woolsey, Product Marketing, Oracle
  • Siebel CRM Strategy and Roadmap Update - George Jacob, Group Vice President, Oracle
  • Innovation Pack 2015 Insight - John Bedford, Senior Principal Product Manager, Oracle
  • Q & A


WebEx Access:

Telephone Access:

  • Participant North America: US/Canada Attendee Dial-in: 1-866-682-4770
  • For a list of global access numbers, see: Show global numbers
  • Conference Code: 7993675
  • Pin: 8964
For any questions on this session, please send email:

Monday Mar 02, 2015

Upcoming Webinars for Oracle Service Cloud

Here are a series of webinars covering the last Oracle Service Cloud release that you might like to attend in order to understand the value of the latest announcement:

  • Mar 3, 2015 8:30 am PST - Partner - Release Overview Webcast: Oracle Service Cloud February 2015 - Christopher Patterson, Senior Director, Product Management
  • Mar 5, 2015 8:30 am PST - Customer - Release Overview Webcast: Oracle Service February 2015 - Christopher Patterson, Senior Director, Product Management
  • Mar 18, 2015 8:00 am PST - Ask the Experts: Provide a More Intelligent Chat Engagement to the Right Customer, Right Agent at the Right Time - Victor Chan, Director, Product Management, Oracle Service Cloud
  • Mar 18, 2015 8:30 pm PST – Ask the Experts: Provide a More Intelligent Chat Engagement to the Right Customer, Right Agent at the Right Time - Victor Chan, Director, Product Management, Oracle Service Cloud

REGISTRATION LINK for EXTERNAL webcast for Customers and Partners - February 2015 Release

Tuesday Feb 17, 2015

Modern Commerce, Higher ROI: It’s All About Experience

Learn how leading B2C and B2B brands are using Oracle Commerce to:
  • Drive higher traffic
  • Increase conversion rates of visitors to buyers
  • Increase average order value
  • Improve the customer experience and innovate faster
More information here!

Monday Feb 16, 2015

ICMI Webcast: Forbes Reveals How Financial and Retail Companies Modernize Customer Service by Cedric Turner

Customers have lots of options. If you don’t deliver the right answers fast, they’ll go somewhere else.

That’s one of the reasons knowledge is the top customer service investment, according to a recent Forbes survey of 400+ executives. Financial services and retail companies use knowledge to provide fast, accurate answers across channels—and better train agents—while ensuring 100% regulatory compliance.

Join this ICMI webcast on March 5 at 1 pm EST / 10 am PST to hear ICMI and Oracle discuss how companies are getting ahead on the Roadmap to Modern Customer Service.

 You will learn:

Register Now

Wednesday Feb 04, 2015

Archived Customer Success Forums by Solution

Missed the recent Acorn Paper Oracle Sales Cloud reference call? Visit the Archived Customer Success Forums by Solution page in order to take the replay and watch other Oracle CX reference calls.

UK Special: Marketing, Sales, Service and Social In the Cloud - London, United Kingdom - April 30, 2015

Cloud, social, mobile, and big data are transforming how business gets done. Attend Oracle CloudWorld in a city near you to explore modern business strategies and practices.

Marketing, Sales, Service and Social In the Cloud - London, United Kingdom - April 30, 2015 - Register your interest

Sunday Feb 01, 2015

New Oracle Service Cloud release enables organizations to better understand the Customer Journey and drive Service Collaboration

Oracle Service Cloud Enables Organizations to Better Understand the Customer Journey and Drive Service Collaboration - Latest release delivers new features for more-connected customer engagements and improved service experiences

Redwood Shores, Calif. – January 28, 2015

As expectations for enhanced customer experiences grow, service teams need to focus on engaging and retaining consumers, empowering employees, and adapting quickly. The latest release of Oracle Service Cloud helps organizations meet these challenges, and offers tools that enable agents to better understand their customer’s needs and rapidly resolve cases to deliver an outstanding experience.

The latest Oracle Service Cloud release features:

  • Building on its commitment to help organizations deliver successful customer experiences, Oracle has updated Oracle Service Cloud with capabilities such as skills-based routing, visitor browser history, and better social monitoring. New tools to empower rapid resolution through collaboration, enhanced cobrowsing, and policy automation help service teams better understand the customer journey.
  • Following Oracle’s acquisition of LiveLOOK, this latest release tightly integrates the enhanced Oracle Co-browse feature within Oracle Service Cloud.
  • Oracle Service Cloud combines web, social, and contact center experiences for a unified, cross-channel service solution that enables organizations to increase sales and adoption, build trust and strengthen relationships, and reduce costs and effort.
  • Part of the Oracle Customer Experience Cloud portfolio of applications, Oracle Service Cloud easily integrates with Oracle Marketing Cloud, Oracle Sales Cloud, Oracle Social Cloud, and Oracle Commerce to provide a 360-degree view of the customer journey.

Better Understand the Customer Experience

Oracle Service Cloud helps organizations better understand the customer experience with:

  • Skills-based routing: This capability helps match a specific inquiry with the best-available agent. Organizations can provide a differentiated quality of service based on customer value or other segment attributes, solve inquiries more quickly, and improve overall productivity.
  • Visitor browser history: When consumers escalate from self-service to assisted service, visitor browser history empowers chat agents to locate recently viewed web pages and gain immediate insight into the actions that led to the customer’s need for help. This results in increased customer satisfaction and cost savings through reduced average handling time.
  • Oracle Social Cloud: Broad social monitoring and powerful analytics help organizations better understand when to proactively engage their customers in social networks outside of their control. Oracle Social Cloud can seamlessly escalate social posts to Oracle Service Cloud, where a suite of service engagement tools can be leveraged for an effective response. Subsequent customer replies are automatically threaded with the original, which can trigger an Oracle Service Cloud action. This results in early identification of trends, improved customer satisfaction, and the elimination of costly cross-department friction.

Drive Service Collaboration and Rapid Response with Oracle Service Cloud

  • Oracle Co-browse: The updated Oracle Service Cloud more tightly integrates this feature, allowing customers to share their screen with an agent immediately in instant mode—no download required. This improves first-contact resolution rates and enables faster voice and chat interactions.
  • Service collaboration: Fully integrated capabilities enable agents to harness expertise from across the organization via conversation threads and document sharing. Facilitated directly through the agent console or mobile devices, this collaboration drives faster and more complete case resolution.
  • Policy automation: For organizations with many or frequently changing procedures, policy automation in the cloud delivers dynamic interviews to both agents and customers to immediately determine eligibility. This latest release includes enhancements to the interview experience, as well as modeling productivity improvements such as collaborative modeling and industry-specific sample projects to accelerate implementations.

“We are committed to helping modern customer service organizations drive service efficiency and effectiveness as well as improve customer acquisition and retention,” said Stephen Fioretti, vice president, Product Management, Oracle Service Cloud. “With the latest release of Oracle Service Cloud, we continue to deliver rapid innovation for our customers. The new features and capabilities will help companies better understand and serve their customers with service collaboration, optimized case routing, and improved agent productivity.”



« May 2015