By Richard Lefebvre-Oracle on Jan 23, 2015
With TrueView visual you can optimize cobrowsing on web and mobile: http://ora.cl/0R1
With TrueView visual you can optimize cobrowsing on web and mobile: http://ora.cl/0R1
Are you gambling with your business data in the cloud? All cloud providers aren’t created equal when it comes to security. How do you know which to choose? Learn how a modern cloud can reduce risk and secure your business in the cloud.
Watch video here
Oracle GSE account members with interest in Tech, FMW, JDEdwards or Service Cloud; +GSE +PDIT DSS
Customers today constantly engage with companies across multiple channels. Companies need to be able to engage, sell to, and service customers across all channels: the web, in a store, over the phone, via a mobile device or through social channels. Customers desire a simple, secure and consistent experience, whether it is a bank they are interacting with, or a retail store they are ordering a product from, or a service and maintenance request they are creating.
The demo illustrates how to
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With the increasing popularity of software as a service (SaaS), there is a key imperative to quickly, efficiently and securely integrate the newer SaaS applications with their existing on-premise counterparts. Using an incident management/service delivery scenario, this demo shows how Oracle Fusion Middleware streamlines this integration via a unified framework of middleware components that masks the technical differences and enforces consistency via a common integration platform for SaaS and On-Premise applications.
For more information about SaaS integration attend our Multichannel Integration hands-on workshop at the Fusion Middleware Community Forum 2015 or visit the SOA Partner Community Workspace (Community membership required).
In Las Vegas on March 31 to April 2, Oracle Service Cloud (formerly known as RightNow Technologies) will lead a two-and-a-half day event where attendees will hear from visionary speakers and industry experts, network with Oracle Service Cloud customers and Oracle leadership, attend sessions specifically designed for their role – executive, system administrator, and developer, engage in presentations about recent product developments and what’s coming for Oracle Service Cloud, and share and celebrate their successes with their peers. More information/registration is available on the Conference microsite.
Partners will be an integral part of the experience Oracle Service Cloud is crafting for the Modern Service Experience; please contact Nan Acklin at firstname.lastname@example.org if you are interested in sponsoring the Modern Service Experience.
On December 22, 2014 Oracle announced that it has signed an agreement to acquire Datalogix to extend Oracle Data Cloud with industry-leading solutions for data-driven marketing to inform and measure cross-channel digital marketing. The proposed transaction is subject to regulatory approval and other customary closing conditions. Until the transaction closes, each company will continue to operate independently, and it is business as usual.
Datalogix connects offline purchasing data to digital media to improve audience targeting and measure sales impact. Datalogix aggregates and provides insights on over $2 trillion in consumer spending to deliver purchase-based targeting and drive more sales. Over 650 customers including the top US advertisers and digital media publishers use Datalogix to increase the effectiveness and measurability of their advertising.
Datalogix will become part of the Oracle Data Cloud, a leader in Data as a Service. The combination will provide comprehensive consumer profiles that will power personalization across digital, mobile, offline and TV. With Datalogix, Oracle Data Cloud will deliver the richest understanding of consumers across both digital and traditional channels based on what they do, what they say, and what they buy enabling leading brands to personalize and measure every customer interaction and maximize the value of their digital marketing.
Have a compelling CX case study to share? We want to hear it. Submit a paper for Oracle CX Cloud Conferences. The deadline is December 30. http://ora.cl/Ntp
How is your average handling time these days? Bothered? There is a school of thought that youshould be less bothered about your AHT and your FCR and more worried about your NPS and CSAT.
Who’s right? Who cares?
Read this great document to learn about the Retention-Strategic KPIs
Browse this page in order to watch and listen to dozen of customers having deployed Oracle Cloud solutions.
The site offers Customers' Testimony Video's on CPQ Cloud (including video's on Red Hat, Thomson Reuters, NEC, etc.), Marketing Cloud (LifeSize, DocuSign), Sales Cloud (Batesville, Atradius, CUBIS, etc.), Service Cloud (Beachbody, Lexis Nexis, Telecom NZ, Walmart, etc.) and Social Cloud (NBC).
We are very pleased to inform our CX partners that Oracle is coming with new CX Cloud promotions in Q3&Q4 (= through May 2015) which offer free months on:
For more details and for the complete Terms & Conditions, please contact your local Oracle Sales Representative
We are in an age of technology disruption that is transforming and advancing every Industry. That transformation was on display at last month’s Oracle OpenWorld, where participants learned how maturity in big data, the Internet of Things, and cloud is now enabling unprecedented customer engagement, massive scale analytics, and innovative services.
Let’s review a few of the breakout trends from this year’s Oracle OpenWorld.
This year, it’s all about personalized interaction with customers—and it’s no surprise that retailers are at the forefront. Walgreens’ story of transformation from a traditional drug store to a connected health experience for customers, which was featured at Oracle OpenWorld, is a great case study of disruption. Walgreens leveraged the scale of its cloud, mobile, and social technologies for personal experience and engagement. In its first iteration, Walgreens signed up tens of millions of customers in a matter of days. It is now poised for globalization as the next chapter of its story.
In the first generation of IoT, we saw the ability of sensors and identification systems to automate processes or call home. Most of this generation of IoT involved sensors that were just transmitters—data from these sensors was broadcasted when required. This data was then aggregated, sorted, and filtered to provide actionable recommendations. Companies like GE, also featured at OpenWorld, have created service lines for industrial businesses to integrate machines and understand how they are performing, predict failures, or service them as needed. GE can now manage over US$1 trillion in products in the field and generate over $1 billion in incremental revenue.The next generation of IoT is now coming of age. It is really the Internet of Everything. The use case has shifted from transmitting data to using information, such as the context of the device’s location, to take action. Devices are now imbedded with processing capability, with Java as the dominant platform. They are more intelligent at the edge and more connected to individuals. These are everyday devices that are apps-enabled, generating a rich set of information and understanding how we interact with them. They are user and context aware. More importantly, leaders in every industry—healthcare, utilities, consumer goods—are developing device-based strategies. If not their own devices, they provide applications used on mobile devices as a proxy for their brand. Wearables, automobile apps, and home control systems are just a sampling of the 50 billion machines that will be connected by 2020. They will provide the basis of differentiated services and experience that sets leaders apart. Estimote provides a great example of smart tags with intelligence, used in retail. Looking like a small product stickers, each smart tag has the context of what it is attached to and who is near it through a built-in wireless sensor. With its own intelligence, it can determine if it is being picked up or viewed by a loyal customer. If so, it can autonomously forward an ecoupon or additional product information to the customer’s smart phone to increase the probability of purchase. The machine-to-machine interaction between the tag and smartphone adds another level of customer interaction not seen previously.
A recent survey of industry by Harvard found that ninety percent of companies have adopted cloud technologies. Cloud technology has matured and the benefits are being felt in every corner of industry. A generational shift in cloud is now happening. The first movers invested heavily to build technologies, then built cloud-enabled functionality. These applications and platform capabilities are now having a trickle-down effect and have become available to the masses.
Many second movers have the potential to leapfrog leaders based on public cloud technologies that provide a bridge to modernization. Early adopters utilized private cloud technologies largely relying on commodity compute, storage, and virtualization to build core analytic capabilities. First-mover advantage was clear; they were able to develop the first generation of intelligence and applications that were competitive differentiators. Firms that didn’t have the technical or financial ability to leverage cloud capabilities are now equals. They can do in weeks what it took first movers years to develop.
The next level of public cloud services now makes the cloud available to the masses at an accelerating innovation rate. Whereas the first movers have restricted themselves into a technology paradigm based on past investment, second movers are enjoying similar capabilities with more flexibility, at lower cost, and with faster time to market. Cloud applications with adaptive and integrated services in the cloud and on premise have eliminated barriers to entry.
While this year’s level of disruption on display at OpenWorld was exciting to see, the next level of disruption will be even more so. Technology highlighted at this year’s OpenWorld will add fuel to transformations. What could you do with technology that improves performance by 1000X? What if you could sift through petabytes of information within milliseconds? What if these new capabilities were available to you at a push of a button?
In the coming year, leaders will be contemplating what to do next. Regardless of industry, they will incorporate technology as a critical business enabler. It will become quickly evident who will be the next generation disrupter and who will be disrupted.
VP Steve Miranda admittedly talks fast, but he’s the farthest thing from a fast talker. In his OpenWorld 2014 general session, Oracle Applications―Don’t Sit On the Sidelines, Miranda (known for his credibility) took conference goers on a vigorous sprint through Oracle Applications.
He stated that the main objective of his presentation was to answer four of the most common questions that he gets from customers:
Miranda emphasized the speed at which Oracle is getting innovation into the hands of its customers. In the past, a customer had a problem and two years later the software vendor delivered the solution. But by then, the problem had changed and the cycle started all over. It took much longer to turn the crank. Now we’re delivering updates every three to four months in a cloud-based model that is faster, cheaper, and better. Plus we can prune the apps based on how customers are using them. That precise and immediate feedback leads to more modernization―and much happier customers.
Speaking of customers, Miranda’s panel had a great mix of them from Atradius (CX Cloud), BG Group (HCM Cloud), GE (ERP Cloud), and Marriott (Social and Marketing Cloud). The discussion covered the companies’ business imperatives, approaches to the cloud, execution strategies, and most importantly, compelling results. The panelists were simply outstanding. Oracle’s Rajan Krishnan said, “this is the one to beat going forward.”
Here’s the video link to Miranda’s 2014 General Session (1:06).