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: allison.woolsey@oracle.com

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.”

Thursday Jan 29, 2015

Save the Date: 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.

Wednesday Jan 21, 2015

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

We are pleased to invite you to a series of 2 webinars, specially designed to give our EMEA partners an update on the Oracle CX solutions, latest releases and integration strategy. Join these sessions if you are interested to develop your Customer Experience practice and business with the market’s fastest growing CX SaaS and Cloud vendor.

(Note: the content is similar to the one delivered or to-be-delivered soon during these face-to-face Oracle partner events: Dubai (03/11), Paris (16/12), Utrecht (18/02), Reading (25/02), Madrid (12/03) and Milan (18/03))

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

In this first session, Ben Dhanjal, CX Product Management Director EMEA, will be 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’)


  • March 3rd session: register here

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

In this second session, Ben will be discussing Platform as a Service (PaaS) which is the best starting point to adapt the CX solution to the customer’s unique requirements, then will discuss 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’)


  • March 4th session: register here

Agenda Announced: Modern Service Experience in Las Vegas

Consider sponsorships and register you/your customers to attend

Oracle Service Cloud just announced the agenda for the 2015 Modern Service Experience in Las Vegas (March 31 – April 2). With keynotes and general sessions, breakouts, the Ask the Expert program and networking opportunities, there’s something for everyone – including Service/IT executives, system administrators and developers. At this focused service event, attendees will connect with their peers, learn how to be more successful users of the product, have direct access to Oracle product experts, and gain insight into Oracle’s vision for Modern Customer Service. View the full agenda here: http://bit.ly/MSEAgenda and get more information (including registration) at http://bit.ly/ServiceVegas. Interested in sponsoring? Contact nan.acklin@oracle.com.

Saturday Jan 17, 2015

The 5 drivers of the successful modern Sales Force

The 5 drivers of the successful modern sales force. How to be insight driven and stay ahead of competitors with Actionable Analytics. Read: http://ora.cl/B8x

Video: Oracle President Thomas Kurian on Customer Experience

Oracle President Thomas Kurian on Oracle's commitment to helping businesses transform and deliver exceptional customer experiences. Watch video here


New: Oracle Customer Concepts Magazine!

Connected customers expect connected brand experiences. How well connected is yours? Read our blog to learn more.

Thursday Jan 15, 2015

OPA Partner Virtual Bootcamp Replay

This is the replay of a 2 hours Oracle Policy Automation (OPA) virtual bootcamp training that you are welcome to take at your convenience in order to get familiar with the OPA solution. The session includes a practical demonstration.

Before accessing the Webex based replay, please note of the following:

  • You will need to download the free web-ex player
  • The file is big and it takes a few minutes ‘buffering’ before it begins to play.  (if nothing happens straight away this is normal and the recording will kick in after a couple of minutes)

Friday Jan 09, 2015

Oracle Cloud Integration - Unified and Comprehensive Cloud and On-premise Integration - Launch Webcast Monday January 26, 2pm CET

Simplify cloud integration with a unified and comprehensive solution to integrate disparate cloud and on-premise applications.

Oracle cloud integration leverages Oracle Cloud services as well as components from Oracle’s SOA, BPM, and data integration technologies.

During our January 26th Oracle 'Smart Combos': Oracle Cloud Integration Launch Webcast for EMEA partners, you will discover the Value for Partners especially in the context of:

  • Siebel to Eloqua Marketing integration
  • Oracle Service Cloud to Oracle Sales Cloud integration

Launch Webcast agenda and registration here : 26 January - 2 PM CET (1 hour)

Speakers will be:

- Olivier Tordo, Channel Sales – Senior Director
- Richard Lefebvre, Director CX Partner Programs EMEA
- Jürgen Kress, Senior Manager SOA/FMW Partner Programs
- Christian Patrascu, Director of Product Management – Oracle Fusion Middleware
- Yogesh Sontakke, Principal Product Manager  



« April 2015