Tuesday Oct 21, 2014

Modern Best Practice for Marketing, Sales, Service

Ever wondered what ‘best practice’ looks like for a ‘campaign-to-lead’ process, or ‘SR to dispatch’ and other critical  CX processes?  And how do our solutions directly address these?  Now on Oracle.com: Modern Best Practice for Marketing / Sales / Service

Friday Oct 03, 2014

Oracle CX Cloud Named Leader by Nucleus

Nucleus Research has published the CRM Value Matrix for the second half of 2014, which rates CRM providers on the two key factors that drive positive return on investment – usability and functionality. Oracle CX Cloud is named a Leader, along with few other vendors

Tuesday Sep 30, 2014

Announcing Oracle PartnerNetwork Cloud Connection!

Oracle is announcing Oracle PartnerNetwork Cloud Connection!

Discover a new Community for partners to explore, engage and learn about the Oracle Cloud:

  • Partners Business Models and Programs
  • Engagements with Experts
  • Best Practices
  • Cloud Content and Technical Resources
  • Free Trials

Oracle Cloud Connection is free of charge and is open to any company!

Find out more: visit www.oracle.com/cloudconnection Today or wtach this promotion video!

Thursday Sep 25, 2014

Why GM Changed Lanes in Social Customer Service Staffing

What are the ingredients of social customer service that actually service, and satisfy, customers? Here’s a model to follow: http://ora.cl/596

Modern Marketing for the CMO

Is your digital marketing technology telling a compelling story?

Let Oracle Marketing Cloud help you in this journey :) #modernmarketing. Watch this video and find more resources here http://ora.cl/b6g

Beachbody Pumps Up Customer Service with Oracle Service Cloud

Oracle Service Cloud enables Beachbody, a rapidly growing company where service is everything, to provide world-class service to more than 16 million customers and 200,000 coaches. It manages approximately 20,000 contacts a day and is trending towards 7.2 million answer views for 2014. With Oracle Service Cloud, Beachbody has the right tools to provide accurate, consistent answers to meet both customers and coaches where they are, regardless of the channel.

Watch Video »

Free migration tool for Oracle Sales Cloud - Oracle promotion until December

If you have a customer who is interested in moving from Oracle CRM on Demand or Salesforce.com to Oracle Sales Cloud, you are eligible for free migration tooling.This Oracle promotion is valid until the end of December 2014.

The migration tool is easy to use, cloud based and covers data migration end to end. This means less risk and more profit for you as a system integrator. For every customer project that you have, Oracle is giving two months of the cloud-based tool for free - with an unlimited volume of data transfer and as many tool users as you need.

On top of that, Oracle is funding free training on the job for working with the tool. If you have an opportunity, an existing project, want to include this promotion in your campaigns, or are simply interested in more information, visit http://www.conemis.com/free-migration-tool-for-oracle-sales-cloud-oracle-promotion/ or contact Conemis who will gladly introduce you to the details of this promotion.

Tuesday Sep 23, 2014

Oracle Implementation and Management Series - Launch on Oracle Partner Network

Watch Joel Borellis, Group Vice President of Global A&C Partner Enablement host Jim Lange, Product Development Customer Success, discussing our new Oracle Sale Cloud Implementation and Management best practices: 

This Best Practices series designed for customers and partners, will help you achieve the best possible outcome from your Oracle Sales Cloud Implementations.  

Friday Sep 19, 2014

Special FY15: CX Bundle Promotion!

Oracle has announced a great set of FY15 (valid through May 2015) CX promotions for customers buying at least two separate CX pillars of the four CX pillars which are:

  • Oracle Sales Cloud 
  • Oracle CPQ Cloud
  • Oracle Service Cloud
  • Oracle Marketing Cloud 

If you are interested to take benefit of this promotion, contact your local Oracle CX Sales Representative for more details about this program and the eligibility rules!

Monday Sep 15, 2014

New Oracle White Paper: Oracle CX Foundation - An Implementation Design Pattern

The Oracle Fusion Middleware team has recently produced a very interesting 30 pages White Paper:

Oracle CX Foundation - An Implementation Design Pattern

This paper will walk through the challenges involved in implementing a modern Digital Customer Experience (CX) platform, and describe an integration design pattern which will allow for and support a heterogeneous environment of bespoke, legacy and modern applications. This pattern underpins a unified, multi-channel, best practice business solution, providing a flexible and “pluggable” framework, allowing the platform to adapt to changing business requirements

The design pattern proposed here will utilise Oracle’s Fusion Middleware (FMW) to implement a “CX Foundation”, underpinning the integration of all applications impacting on a customer’s experience..

This White Paper is now uploaded in the root library of the EMEA CX Partner Community Beehive Workspace here (If you are not yet a member of the EMEA CX Partner Community, send an eMail at richard.lefebvre@oracle.com)

Friday Sep 12, 2014

Your guide to a dynamic customer experience

Access our latest commerce resources – and see how you could improve conversion rates with smarter, simpler, more personalized experiences across every channel and touch point. Visit http://ora.cl/vWE

Friday Sep 05, 2014

The Modern Marketer’s Guide to Connected Customer Journeys [eBook]

By Amanda Batista on Thursday, August 14, 2014 in Marketing Efficiency

Organizations are striving to deliver consistent experiences but very few feel they are there yet.

It’s a simple consideration for marketers, really. Not only does industry data continue to support that customers demand personalized experiences when engaging with brands, but if you think about your own consumer driven shopping experiences, you, too, expect that stellar experience at every touch point. And when you don’t get it, that brand has potentially alienated the experience, as well as their shot at engaging with you in more meaningful ways.

Oracle Marketing Cloud partnered with marketingfinder.co.uk to conduct a survey exploring how marketers are adapting to this new age of the customer and the challenges they face.

Less than half (40%) of marketers in the study were able to track the customer journey across channels. These findings, as well as other data points showcasing marketers’ challenges, are explored in our latest eBook, “The Modern Marketer's Guide to Connected Customer Journeys.”

A single customer view, which integrates all channels and customer touch points, is absolutely vital when it comes to connecting customer journeys. Yet just 8% of those questioned were able to say that all of their data and marketing systems were well integrated.

Consumers are empowered with tools to support their research on their terms, and this tasks marketers with cultivating a more meaningful role in that search. Our recently released infographic, “CMOs Face a Major Dilemma,” illuminates these challenges in detail. As customers move across paid, earned and owned media, they typically are treated in a first-time-interaction fashion, receiving random promotions, messages and content that doesn’t map to their interests. 

This all too common scenario doesn’t sound so “customer centric” – because it’s not.

Creating delightful customer experience is dependent on understanding what customers want. In fact, brands must become truly customer obsessed in order to make sure they are visible and available in the right place at the right time. Anything less won’t do, yet our research reveals that few are achieving this to any meaningful level of proficiency.

For example, despite the significance of social media to consumers and shoppers in their purchases processes, and ultimately its native role in consumers’ every day lives, just a bit more than half (53%) of respondents rate social media as “average” or less when asked about its importance to their organization. More shocking, 46% of organizations don’t even have a social strategy.

Perhaps key to understanding this is the fact that 55% of respondents struggle to demonstrate social ROI. Without being able to link social marketing (of any kind) to the bottom line, marketers may struggle to gain management buy-in or hesitate to invest significant resources or budget in developing social or integrating it into their core marketing proposition.

Our survey also points out that although the majority of respondents are somewhat confident in the numbers they report, “accurate reporting” is currently the exception rather than the norm with less than half of respondents having adequate resources to report effectively. Worse still, only 26% are benchmarking their current activities both internally and externally.

For more data points to frame the benchmarks and barriers challenging marketers, click here to access the form to download the full report, and access the recorded webcast for more on connecting the customer journey.

Wednesday Aug 27, 2014

The power of sales Performance Management in the Cloud

Visit and bookmark the new Oracle Sales Cloud Sales Performance Management dedicated landing page on Oracle.com: oracle.com/spm

It is full of useful information and references around Oracle Sales Performance Management solutions, featuring Fusion Incentive Compensation

Monday Aug 04, 2014

Oracle Buys TOA Technologies : adds Leading Field Service SaaS to Oracle Service Cloud!

Adds Leading Field Service SaaS to Oracle Service Cloud and Oracle ERP Cloud Solutions to Deliver Effective and Timely Home- and Facility-based Customer Service

News Facts

Oracle today announced that it has signed an agreement to acquire TOA Technologies (TOA), a leading provider of cloud-based field service solutions that manage and optimize the last mile of customer service for enterprises by coordinating activities between dispatchers, mobile employees and their customers.

TOA’s Field Service SaaS enables modern enterprises to continuously monitor real-time field service requests coming in from contact centers, to schedule the right field service representative to dispatch, and to use sophisticated business analytics to monitor and view current inventories, accurately predict service windows, and optimize field service operations. TOA’s customers have more efficient field service operations, lower costs of delivering field service, and deliver a superior customer experience.

TOA’s solutions manage over 120 million service events annually in more than 20 countries and include global brands across many industries including DISH Network, E.ON, Home Depot, Ricoh, Telefonica, Virgin Media and Vodafone.

Oracle Service Cloud, part of Oracle Customer Experience Cloud, is an industry-leading platform for online customer service, cross-channel contact center, knowledge management, and policy automation. Oracle ERP cloud solutions help accelerate productivity, allocate resources, and provide on-demand information access.

Oracle Service Cloud and Oracle ERP cloud solutions combined with TOA will empower innovative customer service organizations to drive operational efficiencies while bolstering customer satisfaction and exceeding service expectations through personalized service.

More information on this announcement can be found at http://www.oracle.com/toatechnologies.

Supporting Quotes

“Companies want to offer customers a unified and highly engaging experience each time they interact with them,” said David Vap, Group Vice President, Oracle Product Development. “Field Service is a critical aspect of customer service and by integrating TOA with Oracle Service Cloud, Oracle will uniquely offer enterprises the ability to coordinate face-to-face service interactions from the contact center to service scheduling and delivery. Further, by integrating TOA with Oracle’s ERP Cloud and ERP Applications, enterprises’ field service teams will have better information and can be operated more efficiently and at lower cost.”

“Delivering quality field service during the last mile of issue resolution is critical to achieving the highest levels of customer satisfaction. TOA’s solutions help companies streamline operations, gaining real-time scheduling capability that transforms how service is delivered,” said Yuval Brisker CEO, TOA Technologies. “Adding TOA’s solutions to Oracle Service Cloud will enable companies to accelerate their ability to deliver exceptional customer service.”

Supporting Resources

Read the complete Press Release with important legal and commercial disclaimers here


Thursday Jul 24, 2014

Oracle Sales Cloud Financial Services Demo Environment Now Available!

Product Management and GSE (Global Sales Engineering) are pleased to announce the general availability of the new Financial Services CX Demonstration Environment.

This environment is single instance supporting five distinct Financial Services sub-industry demonstrations including Retail Banking, Commercial Banking, Wholesaling Life and Annuities, Wealth Management, and Mutual Fund Wholesaling. All five demonstrations are rooted in Sales Cloud Release 8, and some include other CX solutions such as OSN and Eloqua. This demo is based on Release 8 Patch Bundle 3.

View webcast here!

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